Manufacturer Warranties and Protection Plans

[daymare]

I bought a Samsung LED television yesterday along with the protection plan. The television was defective and I had to exchange it for an identical television. The new one is fine. The customer service rep did not exchange the protection plan though when doing the exchange,she just returned the telvision and resold me an identical set.

The plan is listed under the returned television but is not on the new television.

This worries me because after reading through the terms and conditions it says that the plan needs to accompany the item with the serial number listed with the plan but if the plan was not exchanged along with the new set this will not be the case.

Basically my question is: When you do an identical exchange for a product covered by the plan, does the plan need to be returned and resold with the exchange as well?

[Nokia]

No, it's still active. The GSBTP isn't tied to the product's serial number or to a specific unit in any way.

[starhelper2587]

I don't know if that is correct.  I had this exact same situation with a client I delt with last week who had exchanged her TV and the PSP in FcClient (our note taking application for taking calls) still reflected the old TV as being covered.  After speaking with Consumer Relations at corporate to clarify, I was told the transfer of the PSP can only be done at the store.

[darthgonzo7]

From my experience, StarHelper is correct. The PSP must be transferred to the new TV by the rep handling the exchange for it to be valid. This is what I have generally seen.

[Nokia]

Unless it's a different model, there's no difference between the two as far as the GSBTP is concerned. When the BTP is added, no serial numbers are entered, so there's no way for BB to record them. If the unit is serviced, the number is recorded at that point.

[daymare]

I appreciate the comments so far. 

I called the store that did the return today and the clerk I got on the phone started by saying "I think it covers the new TV, but let me check." After a 10 minute wait on the phone he came back and said "Yeah, I asked around and we think it should cover the new TV."

Not very confident with the answer I asked him if it would be better if I just came in and had it returned and resold so I could have some piece of mind. He said I could do that but I would have to bring the TV back in again too so that they can get scanned together...which would be a pain because it is a very big TV. Now why would I have to bring it back in so it can have the plan on it if "it should be covered".

I called a different store in the area after that and this time the same response. "Yeah, I think it is covered but hold on" only a 5 minute wait this time "Yeah, we think it should be covered. Asked the same question again and she said the same thing. I would have to have the TV with me so they could scan the items together.

I don't want to over-worry but I also do not want to get Jacked in 2 years if a $3,000 TV goes bad and they say the TV I had the plan with shows it was returned.

I am really confused.

[Elizabeth-BBY Community Supervisor]

Hi daymare,

I've asked John, one of our Community Connectors, to look into this and make sure all the details are set.  You should be hearing from him shortly.

Thanks!

[John-BBY Community Connector · Accepted solution]

Hello daymare,

I was a bit disappointed to read about your experience in trying to get a definitive response to your questions about your Geek Squad® Black Tie Protection (GSBTP) coverage for your new TV.  I agree wholeheartedly that a firm response is needed and I personally wouldn’t settle for less. 

As others have pointed out, there is a procedure our store associates follow in exchanges of this type.  It’s particularly important where the original TV is being exchanged for a different model so that your product’s information is correct in our system should the need for repairs ever arise.  If the exchange was done for the exact same TV, then there is no issue with your GSBTP coverage at all.

I was a bit disheartened that the associates at the stores you called weren’t able to give you the solid response that you expected.  I offer my personal apologies for any inconvenience that you encounter in trying to have your questions answered.

Having said that, I have some additional information to share with you, so please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Sincerely,

[daymare]

Thank you for the feedback and putting my mind at ease over the issue. I appreciate the extra time and effort you all took to answer my questions!