Manufacturer Warranties and Protection Plans

[excetara2]

I have a video camera that I turned into Best Buy for PSP warranty work back in February and have had to send it in multiple times since. I haven't been able to use it since then and it is going on 8 months. I decided to search online to see if anyone else had similar problems.

1) I realized this should have been covered under the lemon policy. Am I right or wrong?

[starhelper2587]

If you have had 4 qualifying repairs then the unit should have been replaced.  I believe a part has to be replaced and it fail again in order for each appt. to count as a qualified repair.  I would call 1-800-GEEKSQUAD, ask for the PSP Department, and see if they could give you the confirmation # to have it replaced at the store.  They can also tell you how many qualified repairs you've had.

[Nokia]

Star, you are correct. A qualifying repair is defined as a nonconsumable component replacement that fixes the problem.

[Allan-BBY Community Connector]

Hi excetara2,

This sounds like a very frustrating experience in trying to get your camcorder repaired, and I’m sure the fact that it has been going on for eight months is even more upsetting.

It sounds like you purchased a Performance Service Plan (PSP) to cover repairs beyond the manufacturer’s warranty. Your PSP is intended to repair your camcorder not replace it, but there are certain circumstances in which your PSP would replace your camcorder.

Your PSP should replace your camcorder if you have had three previous qualifying repairs and there is a diagnosis that a fourth qualifying repair is needed, we determine that your camcorder is un-repairable, and/or we determine that the repair of your camcorder wouldn’t be cost effective to continue. A qualifying repair is when a non-consumable part(s) is installed, and due to that part(s) installation the technician working on the camcorder determines that your camcorder is functioning properly.

I would like to look into this for you, and see what I can do to get you resolution in this matter. I am sending you a private message to gather some personal information, and to check your messages you should log into the forum and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,