Manufacturer Warranties and Protection Plans

[snazzye]

 Like I said, the warranty only covers the washing machine while it's still operational

[Dimitra]

Yes, Sadly for me that was their final outcome. It seems like BB's standard procedure, finding any exuse possible not to honor their side. They know that most people become discouraged and don't take the next steps to vindicate the false accusations of abuse or misuse etc. I am feeling motivated to right this wrong as I too have been the discouraged victim in the past.

[Allan-BBY Community Connector]

Hi Dimitra,

I was of course disappointed to read that this second service center agreed with the initial diagnosis that the problem was caused by misuse of the unit. It is correct that if an authorized service technician has determined the unit failed due to misuse the repair or replacement of the washer would be at cost to you.

I am still looking into this, and as soon as I have a conclusive answer for you I will post back to this thread.

Thanks,

[Allan-BBY Community Connector]

Hi Dimitra,

I did look into this, and I spoke with the latest service center on this. Both service centers have determined that the problem with your washer was caused due to overloading the washer, and this would be considered customer misuse of the unit. Problems due to customer misuse are not covered by your Performance Service Plan (PSP), and because of this the repair or replacement of your washer would be at cost to you.

Thanks,

[Dimitra]

Fabricating the excuse like in my case. Both third party techs that are contracted with BB came out . The first Tech told us that BB would have to get us a new machine . He did not say that BB cannot give me a new machine due to misuse.  That happened later when the the paperwork gets submitted the story changes unbeknownst to me.  The second biased opinion I have proof on video where the third party is asked directly whether it is use or misuse. I have his answer stating clearly that it is not misuse it is use. He also states that no one ever asks him this question, all he does is evaluates the problem and assesses what parts are needed.  After my experience its my understanding that the rest is done in the back office and standard biased opinions are given as to ensure the relationship with BB which probably keeps them afloat. I will be taking this further. I will be posting the video on u tube and Facebook. Also will be reviewing on yelp and consumer affairs. Thank you 

[HelenV]

Wow!  interesting reading.  We just bought a new refrigerator and microwave from HH Gregg and they went over and above to help us when a part was missing!   Still need to get the matching dishwasher and stove, and guess after reading this will stay with HH Gregg even if a little pricier.   I think I will not waste my money on an extended warranty - definetly a scam, if you had misused the machine it should have broken down alot sooner!!!!  And it is common knowledge that belts and bearings have to be replaced after a few years just due to normal usage - we had a machine for not even 3 years and they had to come out and change the belt - never had a problem with them stating misuse - just normal wear and tear and the type of belt apparently.  But that was not on extended but the normal warranty.

[APR28]

Since I joined the forums in Jan, this might be the biggest take the money and run deal BBY has pulled.

They took your money over 10 years for their terrible warranty and now since it's a huge money loss to fix or replace your washer they are hiding behind lies.

How does a repair service determine that a worn bearing on a 10 year old washer is from overloading especially when the washer died at a fairly normal time in its life cycle? My Kenmore died in Jan at 11 years old. I bet I abused it washing all those bad clothes.

[nivico]

Hi Dimitria,

I watched your video ("Best Buy warranty is a scam!") on YouTube... kudos for having the foresight to record the incident!!!

Have you considered contacting your local tv stations... they love this sort of story and can usually get resolution for the customer. 

[APR28]

Since BBY totally climbed under a rock on this issue, did you return any balance on the warranty for a prorated refund?

[rellarillear]

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Dimitra wrote:
Fabricating the excuse like in my case. Both third party techs that are contracted with BB came out . The first Tech told us that BB would have to get us a new machine . He did not say that BB cannot give me a new machine due to misuse.  That happened later when the the paperwork gets submitted the story changes unbeknownst to me.  The second biased opinion I have proof on video where the third party is asked directly whether it is use or misuse. I have his answer stating clearly that it is not misuse it is use. He also states that no one ever asks him this question, all he does is evaluates the problem and assesses what parts are needed.  After my experience its my understanding that the rest is done in the back office and standard biased opinions are given as to ensure the relationship with BB which probably keeps them afloat. I will be taking this further. I will be posting the video on u tube and Facebook. Also will be reviewing on yelp and consumer affairs. Thank you 

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What is funny is how many times he says that he is not the one who can determine what is and is not misuse. That he is just there to "see the broken parts".