Manufacturer Warranties and Protection Plans

[SnoopyFan]

Here is a brief summary of my frustrating experience (yes this is the short version):

-Purchased a discounted (out of box) BluRay player in 1/2/12 - and added black tie protection plan
-Found a problem (wouldn't play BluRay disks - but everything else worked)
-Returned unit to local BB store for repair on 2/4/12.
-Came back to me and everything worked except for NetFlix access ('free' network functions worked)
-Returned unit to local BB store on 2/20/12
-Came back to me and would turn on but nothing else worked - wouldn't even turn off
-Returned unit to BB store on 3/7/12
-Came back to me 3/28/12 and everything worked except for NetFlix access ('free' network functions worked)
-Returned unit to local BB store on 3/28/12
-Came back to store on 4/15/12. Checked right in store and everything worked except for NetFlix access ('free' network functions worked) so immediately sent out for repair
-Received call from store 4/22/12 saying unit would be exchanged. Went in and was told I could only have "Black Tie" exchange - up to the amount I paid. So, if I just threw in an extra $120 I could have a similar exchange unit. Since I believed the staff, I accepted a store credit and went home.
-Read through the Black Tie Protection terms and conditions
-Sent an email to customer service on 4/23/12 and Jennie informed me I received a store credit so everything was resolved
-Sent another email to Jennie on 4/24/12 to explain and have yet to receive a response
-Waited until 4/30/12 and went to store to try to have terms and conditions honored or explained but could only get the $120 reduced to $90.

Here is what I see in the Black Tie T&C's: "The Plan is inclusive of your product's manufacturer's warranty; it does not replace your product's manufacturer's warranty, but it does provide certain additional benefits . . ."

And here is the manufacturer's warranty: "This LG Electronics product, will be repaired or replaced, at LG's option, if it proves to be defective . . ." There is nothing in the manufacturer's warranty about having to pay the difference between the original purchase price and the current price for a similar unit - or about the exchange only being valid if the same unit happens to be available.

Two questions for anyone to answer:
1. Since the unit was returned for repair during the manufacturer's warranty period (90 days parts and labor), why do I have to kick in $90 to get an exchange unit? The T&C's seem very clear but the store keeps insisting the "does not replace your product's manufacturer's warranty" clause actually doesn't apply and the Black Tie Protection Plan replaces the manufacturer's warranty, especially since the final trip to the repair depot was after 90 days. Or does anyone else see the chance to kick in $90 for an exchange as an "additional benefit"?

2. How can a repair facility return a unit without verifying the single problem was repaired - twice? And how can a repair facility return a unit that does nothing except light up? And how does it take weeks for a repair facility to do such incomplete repairs?

OK, that was more than two questions, but two topics. Has anyone else had success with getting Best Buy to honor all the terms and conditions of the Black Tie Protection Plan? Or should I just follow other frustrated customers and abandon my favorite electronics retailer?

[Justin-BBY Community Connector]

Good Morning SnoopyFan and welcome, 

I can only imagine your disappointment at all the problems you've had with your LG Blu-ray Player, and the results you've had thus far. I'll do what I can to provide additional assistance. 

If you receive a replacement within Geek Squad Protection plan's coverage, it will be either the same model or one that is comparable to your original LG Blu-ray Player's specifications, up to the original purchase price. After researching, it appears that you received the exact same model as an exchange, and if this is the case, then the store abided by the terms of your coverage plan and processed the exchange correctly.

Generally speaking, repairs take 2-4 weeks depending on if additional parts are necessary. During this time, tests are performed on your unit to find the source of the issue(s) and from there, our licensed service technicians restore your LG Blu-ray player to working condition. Keep in mind, repairs come with a 30 day service guarantee, so if the same issue arises, you may take it back in for additional services. 

All that aside, I've shared this experience with the store management. It's important that they know and may have it internally addressed. Feel free to reply with anything else about this topic here, or you may send me a private message by clicking the link beside my name. 

Best regards, 

[SnoopyFan]

Hi Justin,

Thanks for your response.  One error in detail: I actually received a store credit of the original purchase price (and no option to purchase anything similar without kicking in an extra $90).  If the failure had occurred outside of the manufacturer's warranty period, this would be appropriate and would meet the terms and conditions of the GSBTP.  However, the manufacturer's warranty does not have the 'original purchase price' limitation and the GSBTP specifically states the manufacturer's warranty is not replaced. Which prompts me to ask why I should have to kick in the extra $90.  Hope this makes sense.

On a related topic, I was not concerned about the length of time required for repairs.  The time for each repair was very reasonable.  My frustration was with the unit being returned to me with exactly the same problem - three times in two months.  (Good thing you have the 'no lemon' policy or we might have continued shipping the unit back and forth for many years.)

Since you are sharing with management, purchase was made at Aurora/Naperville, IL store and repairs managed through Oswego, IL store.

[SnoopyFan]

By the way, spoke with the store managers at both stores before posting here.

[Justin-BBY Community Connector]

Hi SnoopyFan, 

After relaying your instance to the store management, Steve, CSM at the Oswego location, informed me that he's contacted you and left you a message to further discuss this matter. 

Regards, 

[SnoopyFan]

Steve did contact me and we have been playing phone tag. Expect full resolution once we get together

[SnoopyFan]

Completely resolved.

Spoke with Steve (and Johnny) who told me to come in for a replacement Blu-Ray player.  Went in and now have a new, working, player very similar to the failed unit.  Also received an apology for the difficulties.

In answer to my initial question of how to get BB to honor their committments (my opinions only - not anything from BB):

1. Read the documents yourself.  Staff can't be expected to know the details of the warranties for every product in the store

2. Ask for what you are promised in the documentation and give the store staff a chance to resolve the issue.  Remember that many customers are seeking benefits to which they are not entitled so be clear, correct, and polite

3. If you can't get the staff to understand/accept your interpretation of the documentation, come here to BB Unboxed and, again, be clear, correct, and polite (at least I hope I was polite)

4. Wait for the prompt responses

Thanks again to everyone involved for helping bring this to complete resolution

[Justin-BBY Community Connector]

Hi SnoopyFan, 

Awesome!  Thank you for posting your results and I'm so pleased that you were taken care of. It was a pleasure working with you and I hope you enjoy your weekend. 

All the best,