04-22-2009 04:30 PM
I had purchased a Nikon D80 from the East Brunswick NJ store along with the extended warranty. The description of the warranty differed from the time it was sold till the time I actually required service. I was told plain and simple that it would be replaced if needed. I was never advised that the PSP pertained to items over 300.00 in value and that it would require an item to be deemed unrepairable at or within the 4 repair attempts. Conveniently Best Buy appears to never send out the extended warranty contract for the consumer to review the fine print at a leisured pace. I do not think this is an oversight.
In any event I needed to bring the camera in for service under the plan and brought it into the Wilkes-Barre PA store. I had expected a response somewhere within 1 to 2 weeks. The camera was dropped off on March 13 2009. When I dropped the camera off for service the lens that had come with the D80 kit was included along with the lens hood and strap. All are noted on the work order. The reason for keeping the lens with the camera was due to the fact that the failure in the camera could be a defect in either the camera body or lens or both.
After I received a call that the camera was finally in I went to pick it up at the store. All that was brought out was my camera body sans lens along with the strap. When I asked where my lens was the geek squad personnel began a search only to retrieve a demo lens from within the store. I took the lens from the store with the understanding that it was only in an attempt to test the body for the repair.
I am in no way satisfied with how this transaction was handled. The repair took far too long, I was called before the camera was truly within the store, I made repeated calls regarding the status only to be told; "We will call you when it is ready". Even with the obvious issue related to my missing lens there appears to be no sense of urgency in finding its whereabouts. I am told that they are researching the matter, although in taking the initiative myself I was able to place a call to Precision Camera only to find out that they had not been able to wholly test the camera as received since it was delivered to them without the lens!
This leaves only one conclusion -- Someone at Best Buy had physically removed the lens from the camera body prior to it's shipment to Precision Camera. The employees at that location have done nothing but give me the run around. I have simply been offered a used demo lens not originally intended for that camera with a 25mm loss in focal length. The kit will no longer be a "kit" and if by chance I required additional service I would most likely be told that it was no longer under warranty.
I view this as not only a breach of contract but criminal theft of personal property. If the warranty is repair or replace, how is it handled when Best Buy has lost or outright stolen personal property? I suggest that it should be replaced with an item of equal or a better quality item prior to criminal charges being brought into the picture or better yet; before yet another 24 million dollar suit over lost merchandise is filed.
If this is not resolved promptly I fully intend to file complaints with all local, state and federal authorities
04-22-2009 10:02 PM
The camera has gone out again which in no way makes me happy. Although it was a nice gesture for the geek squad to allow me to "try" out the demo lens, it is not what I want as a solution. It is a demo lens and one that I personally would not be able to warranty. A better attempt at trying to make good would have been to get a fresh lens out of the case still in the box.
After 30+ years in IT focusing on Distribution applications I know very well that if a customer paid goods are lost, you need to make good on it. If my lens was lost in transit via the shipping carrier a insurance claim would have been placed with the carrier. If my lens was lost in the store prior to shipping I would be concerned about internal theft, provide the customer with a replacement and write it off to Cost of Goods Sold.
I received no satisfaction in speaking to store personnel. As a matter of fact I was told when I expressed a concern that perhaps now the camera body would not even return -- I was not even assured that they would make good if that were to happen. The loss of the lens has been chalked up to a glitch.
The agreement I had upon leaving the store with the "loaner" lens is that it was just that -- a "loaner". My words are now being twisted into that I accepted it as a resolution. It was not.
I will not be satisfied until I am restored with a working camera comparable to what I had originally dropped off for repairs.
I was originally told that there was a "interim" location where the camera was shipped to prior to being forwarded to Precision Camera. Tonight that was denied by the very person who had told me that over the phone.
I was told that the matter would be expedited. That the camera would go out via Fed Ex in the AM. I was told this the last time and in viewing the status I saw that the shipment wasn't done until 3 days later.
I was given the tracking number from Precision Camera along with the time it was received at Best Buy along with the time it was received and who had signed for it. This was denied prior when I went to pick up the camera by stating it had not been received from their centralized shipping location. This was attempted to be brushed off by the Geek Squad employee attempting to give me a lesson on the inner workings of how the camera is placed in a box, before the shipping label is affixed and it is scanned as it goes out the door.
>sigh< Considering I was developing inventory control systems in a distribution environment before he was even out of elementary school; I did not need that lesson. All it did was anger me all the more knowing full well that his attitude was that I was nothing more than a stupid consumer.
I was also told that if I wanted to voice my concerns I should contact Corporate. Those phone calls went absolutely no where since the only advice I received was to speak to the store manager.
Now, had I walked away a happy camper with a complete replacement camera I would have been inclined to purchase a new warranty since I would have felt it were worth the price.
If extended warranties are to be sold -- then Best Buy should expect to pay out on the small percentage that may be returned. Especially if those very items are still under the manufacturers warranty and will only be submitted by Best Buy for a vendor credit as I have very well seen by having worked for several of Best Buy's suppliers
Whatever happened to Customer Service?
04-22-2009 10:35 PM
04-22-2009 11:31 PM
04-23-2009 01:30 PM
To tell you the truth -- I already had the RA printed out from the Nikon site but felt it would be a waste if I had already paid for the warranty from Best Buy. Precision Camera is an authorized Nikon repair site.
Boy am I sorry
04-23-2009 02:36 PM
04-23-2009 04:23 PM
A month and a half would be an extremely long time for me to be without my camera, and I’m sure it seems like a long time to wait for you too. I want to say right away that if Best Buy®, UPS or Precision Camera Repair lost the lens you sent out with your camera your lens should be replaced with the exact same lens. I truly do apologize for all the problems you’ve had in dealing with the repair of your camera, and I would like to get you a resolution in this matter. I am sending you a private message, and to check your messages you should log into the forum and click on the letter icon in the upper right-hand corner of the page.
Thanks for posting,
Best Buy® Corporate
04-25-2009 05:20 PM
04-27-2009 12:31 PM
The BIGGEST issue that I have - which falls OUT of the Performance Plan scenario is that Best Buy LOST my lens.
So the camera is not intact.
I have no intention (nor would I) of accepting a pro-rated refund -- what for? So Best Buy can get me on BOTH ends? Making money on the warranty sale AND reducing the outlay when they cannot produce?!?!?!