Manufacturer Warranties and Protection Plans

[User147483]

I purchased a pair of Beats headphones when I was an employee and purchased the protection plan on the headphones. Yesterday I went to claim either the MFG warranty of the protection plan as due to wear and tear one of the speakers had developed a crackle sound at high volume. I took them in the the customer service counter and explained the issue, sure enough the issue should be covered under MFG warranty they process the transaction and then ask for $90??? My mind was blown that they wanted any amount to honor a protection plan I purchased while I was an employee. I purchased the headphone and the protection plan to protect the product within a 2 year period. Regardless of the fact that I am no longer an employee the price I purchased them at should be extended to me once again as the issue in question is covered by both MFG warranty and the protection plan. The person I was speaking with was someone I used to work with and I didn't want to give her a hard time as it was not her fault. I spoke with one of my old managers about the issue and he basically told me I was SOL. This is unacceptable that best buy would treat a customer this way, why is it not acceptable to treat an ex employee this way? If someone purchased an item on sale and purchased the protection plan for that product and later has to claim it and the product is no longer on sale, from my experience best buy would replace the product at the sale price, how is my situation any different than this. Is this how a company treats an employee that devoted 3 years to them, was very rarely absent or late to work, performed to company standards, and left the company on good terms to pursue a better opportunity.I have protection plans on almost all items I purchased while an employee, if the is how I will be treated when attempting to claim them then they are useless. seeing as no employee at my store was ever alerted that if they ever leave the company and try to claim a protection plan purchased while an employee, they will have to pay the amount saved by the employee discount, someone explain to me how this is an acceptable practice. no employee would puchase these plans if tthey knew this.

[Mbrguy Emerging Expert]

As an employee, you probably received a discount on the headphones.  As you know, the MFG warranty as well as the Service Plan replaces the product with another, not to exceed the original purchase price.  Since you are no longer an employee, you would have to pay the difference between the original purchase price and the current purchase price (non discounted).  

I used to work at Best Buy as well and I purchased multiple Service Plans.  I understand that if I am ever in your situation that I'll probalby have to pony up to the non-discounted price also.  You can try going directly through the manufacturer, but if you go through Best Buy, you only get credit for the purchase price paid. 

[User147483]

I don't know how you can be ok with this practice, I understand that the protection plan only covers what you paid. Protection plans cover the product, the plan does no do its job if you can't get enough credit to replace the product. It honestly isn't like the company is taking a loss over honoring the plan the way they should and replace the product at no addition cost. Even at employee price best buy still get there piece of the cake. Sent from Josh's iPhone

[rellarillear]

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a361655 wrote:
I don't know how you can be ok with this practice, I understand that the protection plan only covers what you paid. Protection plans cover the product, the plan does no do its job if you can't get enough credit to replace the product. It honestly isn't like the company is taking a loss over honoring the plan the way they should and replace the product at no addition cost. Even at employee price best buy still get there piece of the cake. Sent from Josh's iPhone

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if you were still able to get the replacement pair at an employee rate, it would cover it exactly the way you are describing.

Because you got a discount on the product and the plan (depending on how long ago), possibly over 50% off, and YOU are no longer with Best Buy, it is not their place or any retailers place to give you more money than you put into the transaction.

[kst8no1]

As a former employee of 3 years id think youd know this. ive been working here 2 years and I know this. You used your employee discount to get the plan and product but the plan covers a max of the price paid for the product (what mbrguy said) so your not an employee anymore and you pay the difference. Sorry.

[kst8no1]

Keep in mind this works both ways as well. If you were a customer first and then was an employee doing a swap youd get money back.

[Ryan-BBY Senior Social Media Specialist]

Hello User147483 -

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[User147483]

My main complain here is, it is not a price protection plan, it is a product protection plan. A product protection plan does not do its job if the value of the plan in not enough to replace the product. I'm not trying to be a pain, but I feel like I'm getting screwed over here. Sent from Josh's iPhone

[Mbrguy Emerging Expert]

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User147483 wrote:
A product protection plan does not do its job if the value of the plan in not enough to replace the product.

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Actually, a protection plan's "job" is to perform the services listed in the Terms and Conditions of the protection plan which states that it will replace the product not to exceed the purchase price.  

As an ex-employee, you should know this.

[Brendan-BBY Community Connector]

Hello User147483,

Welcome to the forum!

I'm sorry to hear that your headphones have gone bad; my cat just ate my nice new pair, so I know how you might feel. At the risk of sounding like an echo chamber, I must repeat what the other contributors have pointed out to you. If you purchased the headphones at a discount (employee price or clearance), the replacement price would have to be paid for. The plan covers for a replacement of equal or greater technology, not to exceed the purchase price. Since you purchased the units at a much lower price, the difference is now up to you to cover. I'm sorry this was not made clear to you during your employment with us, but this is the policy regarding replacement products.

My suggestion would be to go through the manufacturer if the unit is still under the 1 year warranty. If you do, you might be able to get a replacement while leaving your BTP intact. I went this way with my Turtle Beach headset and was able to keep my plan intact for use later. It seems like this would be the best route for you considering the circumstances of your purchase.

I hope this information helps!

Regards,