Manufacturer Warranties and Protection Plans

[Force]

I have a 5G video ipod with the 3-year PSP and I have the the same problems as the person in this thread: http://www.forums.bestbuy.com/bb/board/message?message.uid=24301#U24301

In addition to those problems the ipod would sometimes freez up and stop playing and then just die and refuse to turn back on unless I plug it in. Now im afraid of sending my ipod in because the number of people with positive experience with the service is heavily outweighed by the number of people with negative service. 

I just want to know if im able to get a brand new ipod just like the person in the above thread without all the hassle of sending it in and waiting what could possible be a very long time before being able to use my ipod again. Id be a very very happy customer if the above could be done.

[Elizabeth-BBY Community Supervisor]

Hi Force,

I've asked John, one of our Community Connectors, to review and respond to your concerns.  You should hear from him within the next few business days.

Thanks for posting,

[John-BBY Community Connector]

Hello Force,

I was disappointed to read that you’re having problems with your iPod and unhappy that your confidence level seems to be low where the quality of repair is concerned.  I certainly understand your concerns and will do my best to address them.

I would like to assure you that you need not worry about Best Buy® completing your repair.  Occasionally problems do arise, but in nearly every circumstance repairs are completed in a timely manner and to the complete satisfaction of our customers.  I know that sounds like the company line, but it is quite true.

Unfortunately, your protection plan doesn’t provide for a replacement unless the terms of the No Lemon clause are met – that is, three completed repairs and the diagnosed need for a fourth – or if your iPod can’t be repaired at all.

When you present your iPod for service, you’ll have two options: receiving a refurbished unit via our Rapid Exchange program or having your iPod repaired.  The Rapid Exchange program provides a greatly shortened wait for a functional product and is a preferred option of a lot of our customers in a similar situation to yours.  If you’d like, I can monitor your repair’s progress to make sure that it’s completed as promptly as possible if you send me your service order number in a private message.  To send me a private message, click on my user name and then on “Send this user a private message” under Contact on the next screen.

I hope this helps.  Thank you for taking the time to write us here on the forums!

Sincerely,