Manufacturer Warranties and Protection Plans

[ccbarnes333]

On April 18th, 2009 I purchased a 16gn Ipod Touch from the Best Buy store at Jantzen Beach in Oregon. I was talked into a two-year protection plan, mainly because the Best Buy sales person stated that no matter what happened to my Ipod Touch in those two years, the Geek Squad plan would cover it by replacing it with a brand new item. He even gave examples like dropping it in the bath tub or breaking the touch screen. Today, seven months to the day, I had to return my Ipod to the store. The headphone jack does not work. I was informed that they would “rapid exchange” my product and in a few days I would receive a refurbished Ipod. Needless to say, I was not happy. I told the Geek Squad worker what I was told when I purchased it, and she said that Best Buy employees do not work for Geek Squad and are misinformed about how the plans work. She said there was no alternative to me receiving a refurbished product and then proceeded to inform me that the protection plan is really only good for one exchange and then it expires. Therefore, it is not a “two-year protection plan” it is a one-time exchange plan for someone else’s broken junk. Buyer Beware! Please note: I spent over $6,000 in your store last year (3 lcd tv’s, rock band, PS3, Wii, Ipod touch, games, movies etc.). Guess what? You will never receive another penny from me. I feel lied to and the protection plan was definitely misrepresented. (In fact, the lady in line behind me was told the same thing when she bought her protection plan. We discussed it while the Geek Squad was filling out the information to get my refurbished Ipod). Thanks for nothing.

[Nokia]

Actually, the most uninformed person you talked to was that GS employee. He gave a lot of incorrect info.

• GS is simply a dept. within BB, so that employee works for BB, not GS.
• RE is not the only option. You are able to send the iPod out for repair.
• If you go with RE, you get three exchanges. After the fourth exchange is approved, the No Lemon policy kicks in and you get a new unit off the shelf.
• Unfortunately, he was correct about the accidental coverage. While there is currently an ADH plan for mp3 players, there was not at that time.

Repair takes a lot longer than RE. Also, the units you get back through RE usually look brand new, and function just as well as a repaired iPod.

[ccbarnes333]

Thank you for your informed response to my post. I do feel better about the refurbished item, as well as knowing more about the way the protection plan works. I really love Best Buy and would like to continue shopping there but I won't do business with a dishonest company.

[Dorothy-BBY Community Supervisor]

Hello ccbarnes333 -

Justin, one of our Community Connectors, will be reaching out to you regarding your concern.  Thank you for sharing your experience!

[Justin-BBY Community Connector]

Hi ccbarnes333-

I understand how frustrating it must be to be given one expectation when purchasing protection for your iPod, only to   find an entirely different scenario when you decided to take advantage of your coverage. .  Our associates are responsible for giving out accurate information and if this was not the case at your time of purchase, I am truly sorry.

As Nokia pointed out, under the Geek Squad® Black Tie Protection, you would have a couple options for repair.  One choice is the Rapid Exchange option, which generally takes 3-5 business days to receive a refurbished unit back.   Your other option is to have it repaired with an estimated 2-4 week turnaround time. 

To clarify on service repair times, all completion times issued by Geek Squad® are estimates.  Geek Squad® takes items on a first come, first serve basis, so if there are customers that are before you, your repair may take longer to complete.  Also, we do our best to deliver completed repairs by estimated dates, but there are instances with virus removal that extend the time necessary for completed service.

 Rest assured, I am documenting your experience so it can be formally addressed within Best Buy.  I would like to speak to you further regarding this situation.  To begin that conversation I am sending you a private message.  You can check your private messages by first ensuring you are logged into the forums, then clicking on the envelope in the upper right hand corner. 

Thank you for sharing your experience with us.  It is only through our customer’s feedback, good or bad, that we can truly grow.  I look forward to hearing from you!

Sincerely, 

[ccbarnes333]

Just an update that I am still waiting to receive a refurbished IPod Touch through Rapid Exchange. It has now been two weeks. I am so disappointed.