Manufacturer Warranties and Protection Plans

[rp285598]

I purchase a 36" Sharp Aquos TV from Bestbuy right at 2 years ago. The Bestbuy sales guy convinced me to buy the PSP 4 year plan. He even told me what the sheet says that in the event the TV goes bad Bestbuy will give me gift card with the value of what I paid for the TV plus the warranty cost, and taxes to buy a new TV. Cool! Well I have bought them numerous times only to never use them. My TV went out so I started the Warranty mess  I'm in right now. I've called bestbuy warranty (GeekSquad is what they answer with) numerous times now. The TV repair guy said the TV can't be repaired because the part (LCD Panel) is no longer available. He sent the warranty company the info. They keep giving me the run around and says it will be 3 to 5 days to get resolution so another week. They also said they will give me a comparable product to what I have. Wait a minute The online  site and my documentation says I will get a gift card for the value I paid to get a new TV. When I said that to the supervisor he gave me the run around and said read the fine print. I've read that several time and it does not state that anywhere. I'm in the process of filing a complaint with BBB and since I work at a fortune 500 company with over 500,000 employees we have employee community boards to complain and warn other employees about such issues. All I want is a TV. It's hard not having a TV with three teenagers. This is the worst customer service experience ever.

[Nokia]

What site are you looking at? I'm looking at the Geek Squad site right now, and I can clearly see "comparable replacement".

BTW, I understand you want your problem resolved, and threats might seem to be the way to do it, but please, make them credible.

[JM885]

Well to be fair...

If we determine in our sole discretion that your
product cannot be repaired, we will replace it
with a product of like kind and quality that is
of comparable performance or reimburse you
for replacement of the product with a voucher
or gift card, at our discretion, equal to the fair
market value of the product, as determined by
us, not to exceed the original purchase price of
your product, including taxes.

Keep in mind it says "discretion" and its an either or situation. Now you perhaps use that to your advantage at CS but discretion still leaves it up to us... them...? Idk how to put that one.

[rp285598]

This is off the Bestbuy website:

Product Replacement Plan Benefits

Your Best Buy Product Replacement Plan (PRP) provides comprehensive coverage and easy fulfillment from day one, offering full replacement of covered products.

Other benefits are:

Security
The Best Buy PRP is fully underwritten by a member company of the AIG group of companies.

We don't fix it—we replace it
We give you a Best Buy gift card so you can choose your own product replacement. If you purchased the item in store, you can file a claim online. For all online purchases call 1-888-539-6883.

Full Replacement
You get comprehensive coverage, with no deductibles or other hidden charges. If your product is found defective under normal usage, we will provide for a replacement.

Nationwide Redemption
Upon receipt of your Best Buy gift card, we can redeem it online or in any Best Buy store.

Which my PSP Terms and conditions also state the same thing. It doesn't fall under the "No Lemon Policy" because this is the only time we tried to get it fixed. It doesn't fit the conditions of the no lemon policy. There's a reason I picked the Sharp and I should be atleast allowed to pick the brand I want.

[JM885]

Well still if the part is not available for repair that qualifies under some section of no lemon, i.e. you have a product with a warranty that can't be fixed so it is  exchanged. Now I probably could have read this but didn't because it's rediculously early but if the product is outside of the manufacturers warranty then the plan will be considered fulfilled. And in most cases when doing an in store "junk out" we allow the customers wants influence our choice... so brand preference or what have you. I know this is at least true at my store.

[JM885]

As stated in the fine print:

If we determine in our sole discretion, that your
product cannot be repaired, we will replace it
with a product of like kind and quality that is of
comparable performance or reimburse you for
replacement of the product with a voucher or
gift card, at our sole discretion, equal to the fair
market value of the product, as determined by
us, not to exceed the original purchase price of
your product, including taxes.

This is the current GSBTP and i dont remember the policies being very different prior to GSBTP.

[Nokia]

That doesn't apply to you. You have a service plan, not a replacement plan. Replacement plans are not sold on TVs.

The No Lemon Ts & Cs are followed whenever a product is replaced under the PSP, whether it's met the NL requirements or not. If you don't like the brand the store picks, you can request the value of the comparable TV be applied to the price of a Sharp.

[JM885]

Im fairly certain that was to the OP but if it was a question of my response my quote was copied and pasted from Standard and Premium plans in the t and c's off the pamphlet

[Nokia]

It was to the OP.

[Elizabeth-BBY Community Supervisor]

Hi rp285598,

Aaron, one of our Geek Squad Community Connectors, to review and respond to your concerns.  You should hear from him within the next few business days.

Thanks for posting,