Manufacturer Warranties and Protection Plans

[9077bandguy]

EVERYONE READ LAST PARAGRAPH IF NOTHING ELSE -- WE CAN DO SOMETHING!!

I bought a Nano just 2 months ago. I paid for the 2-yr warranty and was also told that if anything happens w/in the warranty period, I would get a NEW replacement. I put that in all caps bc I specifically asked the sales rep, "New new, or new as in refurbished?" His response was new, new.

There was quite a line of people waiting to check out. I don't know who pulls out the magnifying glass and reads multi-page terms agreement, but suffice to say, I didn't.

I'm on this page bc I need a replacement & wanted to make sure there wouldn't be any surprises at the store. At least now I'm prepared, but still v disappointed.

My iPod broke while on a run during a flash downpour. I was in the rain for just a few min, but apparently long enough to break it. Now 3 days later, the moisture seems to have dried out more or less resolving the issue. But it still doesn't play every track. It's odd. My iPod displays the tracts info and artwork, but plays something else.  I've resynced several times & and tried manually downloading from CD. No problem in iTunes, just won't play on iPod.

So now that I know I'll be getting a refurbished model that may have had something really wrong with it or is old/scratched up, whereas mine is brand new... Should I live w/it what I've got, or risk the exchange (assuming of course the issue is limited to just a handful tracks). I ask bc I've had several bad experiences w/refurbished products in the past. Any advice/thoughts out there? Any way I can get Best Buy to do the right thing & give me a new one? 

So much dishonesty, it really is disappointing. In my case there can be no misinterpretation. I can see how "If anything happens, we'll replace it w/a new one" could very well mean "new to you"... A working, good as new replacement. But I asked "new, new or refurbished new?" I plan on making a stink on Facebook, Twitter, Yelp, CitySearch, etc. To warn future buyers. I encourage everyone w/a similar experience to do the same.

[9077bandguy]

My 2-month old Nano broke while on a run during a flash downpour. I was in the rain for just a few min, but apparently long enough to break it. Now 3 days later, the moisture has dried out enough to function. The remaining problem is that it won’t play every track. It's odd. The Nano displays the track info I’m trying to play (artwork, title, etc.) but it plays something else entirely.  I've resynced several times & and manually downloaded a few of the problem tracks again. There’s no problem in iTunes, but no matter how many syncs I try, nothing on the iPod itself.

Here’s my issue: I paid for the 2-yr warranty BECAUSE and ONLY BECAUSE I was assured of a FACTORY NEW replacement should anything happen.  I put “factory new” in caps bc I specifically asked the sales rep, "New new, or new as in refurbished new?" His response was “new, new.”

It’s true that I signed the agreement stating that I read & understood all of the terms, but honestly, who pulls out the magnifying glass to read 5 pages of legalese while there is a line of people behind you waiting to check out? I took the sales rep at his word.

I can see and understand how a rep may say “we’ll replace it w/a new device” and mean "new to you"... (A working, good as new replacement.) But in my case, there is absolutely no room for misinterpretation. I specifically asked the question the way I did bc I’ve had bad experiences w/refurbished electronics before. I would not have paid for the extended warranty had I known “new” = refurbished, which of course I now know it does.

I'm making a big stink about this on Facebook, Twitter, Yelp, CitySearch, etc.  and encourage everyone who’s had a similar experiencew/Best Buy  to do the same.

For now, I’m faced w/the decision to keep my Nano which is brand new w/no other problems (assuming this glitch is limited to a handful of tracks), or do I replace w/one that’s likely much older and/or had major issues? What have people experienced w/replacement iPods from Best Buy?

Also interested to know if anyone has experienced the problem I described above, and if so how was it resolved?

And of course.... if anyone knows how to get Best Buy to do the right thing: (supply a new model or refund me the cost of the warranty), I’m all ears… all eyes!

[Dorothy-BBY Community Supervisor]

Good afternoon 9077bandguy -

As I responded in our email exchange earlier today, your thread was moved to a new location so it can be responded to by my team and receive individualized attention.  

Thank you for your patience until we are able to reach out to you.  Thanks!

[Kelly-BBY Community Connector]

Hello 9077bandguy,

I was disappointed to read about the unfortunate circumstances that caused your iPod to no longer display the song information or artwork.  It appears that you may have been given misinformation regarding the Service Plan at the time of your Nano purchase and I apologize if the details of the Service Plan were not fully explained or if there was a miscommunication on what to expect if you brought your product in for service under this plan. 

The Terms and Conditions of your product plan state:  "This Plan provides for the replacement of your covered product found to be defective by us.  If we determine, in our sole discretion that your product needs replacement, we will replace your product with a new or refurbished 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 current market value of the product, as determined by us, not to exceed the original purchase price including all applicable taxes.”  You may review a sample of the terms and conditions here. 

I can understand your concern with getting a refurbished product while you have only had your iPod since February; however, I wanted to share with you that the refurbished units are brought back up to the manufacturer’s specifications as well as the products go through a buffing process to remove any scratches so the product can look new.  Also, under the terms of your protection plan you are entitled to a new replacement product after three qualified repairs or Rapid Exchanges and a need for a fourth.  If the product is replaced for a new iPod, the Plan would then be fulfilled and a new Plan would be needed to ensure the unit is covered.

I would like to reach out to the store on your behalf; therefore, I am sending you a private message to gather some additional details.  To check your messages please ensure you are logged into the forum and click on the envelope icon in the upper right hand corner of the page.

Thank you for your time!  I look forward to hearing from you!