01-06-2009 10:05 AM
Hi, I've been doing a lot of research on what people think about the protection plans and I see that there seem to be more displeased customers than there should be. I just bought a Samsung LCD HDTV (46A650 Model) it was normally $2099 but I got it on sale for $1449. The Black Tie Plan for 4 yrs for this tv is $200. Let me add that I have been doing professional video production work for over 5 years now so while I'm very familiar with the technology, repairing items is not my field.
I've become very uncomfortable with the service examples provided on the boards. I understand that problems are inevitable, it's how the problem is solved. That is what separates the competition. Let me also add that the Best Buy employee had very unimpressing comments about the manufacturer's warranty service.
My question is if the plan is worth the $200 for an LCD that normally retails for over $2,000?
01-06-2009 11:21 AM
Those here who have had a problem with the PSP (like me) were told to expect one level of service, then received lesser. It's more frustrating since I had originally had an exceptionally good experience having a $1000 laptop replaced (in store, no waiting) on a $150 PSP.
Most people never need their PSPs. Some that do get good service. Others don't. The trouble is that it takes Best Buy so long to resolve the issues the rest of us have - hence the experiences on this board.
Check the card you used to purchase the TV (I'm assuming you used a card, of course). It might already extend the manufacturer's warranty for free - many do as part of the card-member benefits.
As to the sales associate's claims: Samsung's (free) warranty doesn't make any money for Best Buy so take what he says with a grain of salt. Best Buy will most likely use a third party repair center to fix any issues you have, maybe even the same one Samsung would use. Most of the PSPs I've been sold are "extensions" of the Manufacturer's warranty, so if Samsung's warranty is no good, why should the PSP be better? You should compare them side by side to see.
Next, remember that Best Buy is just selling the plan. The plan states that AIG WarrantyGuard is the actual administrator of the plan, so they make the decisions regirding how it's fulfilled.
In the end, it's a gamble, because you'll most likely never need it. I've got a 3-year old Vizio 42" LCD that never had issues. I got it direct from the manufacturer with a 5-year plan for 10% of the price of the TV. That covers it for three years longer than the coverage from the original warranty plus my credit card protection. In my experience, a "good value" for a plan like this is 1-2% of the original price per year. I'm also a fan of dealing directly with the manufacturer (where possible) so there's no third-party involvement.
Also, if you need accidental damage protection check with your insurance company and ask about a rider for electronics. I've got $5,000 of stuff covered for about $30/year with no deductible.
Good luck with the decision.
01-07-2009 12:35 PM - edited 01-07-2009 01:02 PM
Thanks for posting your concern on our Best Buy® Forum. Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days. Please note that it may be sooner depending on the complexity of your issue and the current volume of posts. Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.
Best Buy Corporate
01-07-2009 05:55 PM
First of all, let me say thank you for your input. Your response has definitely influenced my final decision in purchasing the protection plan. Your level of commitment towards satisfactory customer service is interesting to say the least.
It is clear that while you may have read my post, you did not comprehend it. Instead, you found it necessary to answer with an pre-typed message to comfort those who do in fact, have problems. If you would have read my post, you would see that I did not have a problem, I merely had a question about the black tie plans; looking for opinions. This is where your job would require you to compare plans and try to persuade me why it would be a good investment. How do you think I view Best Buy's customer service when a representative cannot answer a simple question? What's even more, if you are unable/unwilling to provide me with an opinion, how would you be able to provide me with ACTUAL service. It is clear why so many people have so many problems with customer service. For your sake, or your job that is, I hope you can improve on your customer service, since you are a Community Supervisor.
Needless to say, I won't be purchasing the plan. Once again, thanks for your input!
01-08-2009 12:57 PM
I do certainly apologize if the initial acknowledgement of the issue did not meet your personal expectations, but please understand that it was only intended to let you know that a Community Connector would be personally addressing the issue in detail within a few days of your initial post, rather than leave you wondering if a response would come.
That being said, there are quite a few differences between the original manufacturer’s warranty for this particular TV and Geek Squad® Black Tie Protection (GSBTP). The most notable difference though is in what types of hardware failures are covered. Both the factory warranty and GSBTP include coverage for standard wear-and-tear, mechanical failures and hardware defects, but only GSBTP provides coverage for image burn. On top of that, our premium plans even offer a loaner TV if it looks like we can’t get yours fixed on the first visit.
GSBTP also offers a Good Maintenance Reward if your plan goes unused. If you never need repair while your GSBTP is in effect, you get double the Reward Zone® points on the original plan purchase price once the plan expires. For premium plans, you get *triple* the Reward Zone® points instead.
More information and GSBTP benefits can be found by visiting the website I’ve provided a link to below, but remember that you only have 30 days from the date of your TV purchase to obtain GSBTP coverage!
Hope this helps you out!
Geek Squad® Community Connector
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