Manufacturer Warranties and Protection Plans

[joe8837]

I purchased a digital camera and the protection plan just over a year ago from a Best Buy store in Madison, WI. Recently I had an issue with the lens, where it would not extend from the camera. I dropped it of with the Geek Squad person at the local store. After 2 weeks the camera was supposedly finished. I picked up the camera and took it home to try it out. At that point the "fly wheel" which allows you to switch modes on the camera no longer worked. I took it back to the Geek Squad and the person said that they must have not put the camera back together properly when they fixed the lens and that he would put a rush on the repair and that we should have it back soon. The rush repair promised by the person actually took longer then the original repair. I called to find out where the camera was and the person on the phone told me that it was in the warehouse waiting to be checked in and that I would receive a call with in a couple of hours and I could pick up the camera. I never received the call. The next day I called and spoke to someone else and they said that the camera was in. I picked up the camera and I took it home. To my astonishment the day after I had picked up the camera I received a phone call from the store stating that my camera was ready for pick up. I already had it. I picked the camera up and went on a family outing took a lot of pictures that now are all "blurry". I called the store once again and said this is the 3rd time in a month that the camera will be sent in (twice because of issues at the repair facility). They said they have to send it up 3 times and if they can not repair it they will give me a new camera. Which is great if it was being sent up for the original problem. I am going on vacation on Wednesday and will now not have a camera. The store said to buy another camera and return it when I get back from vacation. I find this a little shady. What happens if the new camera breaks and they will not let me return it. Also I do not have an additional $500.00 just lying around to purchase a camera in the hopes that I can return it. I called customer relations and they offered me a $25.00 gift card so I would not complain any more. My question is how does a gift card actually solve the issues caused by the repair facility? And if it is not fixed are they going to keep sending it in, and once my service plan expires are they going to charge me. I find the "customer service" people inept and unwilling to help. Step out of the box and make a customer happy for once.

[Allan-BBY Community Connector]

Hey joe8837,

I’ve been a photographer for a long time, and if I had to go on vacation without a camera I would be very upset. I apologize for the delay in getting your camera repaired, but at this time it sounds like we are going to have to wait for it to be repaired.

The only option available right now, other than taking the store up on its offer, is to wait for the repair to be completed. Repairs aren’t always completed as planned, and that is why Best Buy® does warranty all repairs. The only way your camera could be replaced is under the Performance Service Plan (PSP), and it doesn’t sound like it qualifies for replacement as of now.  A PSP should replace a product if it has three qualifying repairs and a diagnosis that a fourth qualifying repair is needed by an authorized service technician.

In regard to the stores offer to allow you to purchase a camera to use, and then return it without a return period or restocking fee, you are correct to assume that if the camera you purchase was damaged while in your possession you would most likely not be able to return the camera. For some customers this is a viable option that some stores will give our customers in situations like this.

I would like to try and help with your camera repair so I am sending you a private message.

Thanks,
Allan
Community Connector
Best Buy® Corporate

[DICameraguy]

Hey Joe.

Unfortunetly Geek Squad guy is right about the waiting for it to be fixed or not. The sorta good news is that this is the 3rd repair, if it gets another you will qualify for the no lemon policy and get the most comparable camera. I would've checked also with the Camera dept bout the blurry thing. It could be set in digital macro, it could be the diopter, i would take it into the camera dept seeing as how that may not need repair. If it does then send it to Geek Squad. Reason why i would do this is that Geek Squad was initially made for computers, and they do well with those. But Best Buy is trying to stretch their domain into all departments. So head to the dept specialist first. Thats what i would do