Manufacturer Warranties and Protection Plans

[bgutting]

Several months ago my girlfriend decided to buy a Canon digital camera.  I convinced her to get the BB service plan with it because I had used them in the past with no problems.  Last week she dropped it and the protective shutter in front of the lens broke off.  When she took it into the local BB store the employee told her that since the camera still worked there was nothing they could do to fix it.  While the camera does still work properly, the lens is now vulnerable to scratches at all times now and could easily ruin the lens.  Shouldn't this be covered in her service plan or does she just have to wait until the lens is ruined before they will make good on the service plan? It seems to make more sense that they would want to fix the less expensive plastic piece rather than deny the repair and wait until the lens is scratched and have to fix that.  I mean if your business is not aimed at customer service then at least you could think about saving yourself some money on repairs.  This makes me question MY future purchases at Best Buy, I'll tell you that.

Brett G.

Indianapolis, IN 

[mrdat]

From my understanding, this warranty will fix/replace if the device is not operating as new... I would call the warranty number and speak with them. I find some employees in the store not knowledgeable and lazy. (Yes, I have met some great employees that know what they are doing also!)

[Allan-BBY Community Connector]

Hi bgutting,

If this was my camera and I had purchased a service plan that covered accidental damage I would also expect this type of damage to be covered, and would be pretty upset if it wasn’t. It sounds like your girlfriend purchased a Performance Service Plan (PSP). We sell PSP’s that cover Accidental Damage from Handling (ADH), but one thing that is not covered by a PSP with ADH coverage is cosmetic damage. If the camera is functioning properly as determined by an authorized service technician any physical damage would not be covered by the PSP. I would like to try and get you resolution in this matter so I am sending you a private message. In order to check you message you should log into the forum, and then click the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate