Manufacturer Warranties and Protection Plans

[gperchenko]

A while back I bought headphones in local BB. $50 headphones, cashier as usual asked do you want replacement plan? I asked what will it cover? she goes well, if anything happens to your headphones, we will replace them for free. I clearly remember, word ANYTHING! Well I though headphones do break and $10 extra does not sound like a big deal so I went for it. Sure enough, few month later I was taking headphones off and they just snapped! Well I am thinking, time to see how this replacement actually works! Took headphones with receipt back to BB. Showed it it Customer Service, she goes well, plan does not really covers the accidental damage only normal 'wear and tear' Well, what is normal wear and tear, she goes if lets say your speaker blows up or you cut your wire. I go, so if I cut my wire you would consider  it as a normal wear and tear but snap is not. She said yes. I spoke with the manager, she she went a step further, I ask her about her definition of word ANYTHING and she said that the word is defined in a booklet handed out with the purchase and I should read a fine print before purchasing! I left very disappointed. I used to be a loyal BB customer but this loyalty been shaken today.

[Nokia]

The GSBTP plan covers mfg. defects, dust, heat, humidity, power surge, and normal wear & tear. Normal wear & tear is defined as defects that occur during normal use. By "speaker blows up," I believe the employee meant blow out, as I'm unaware of a speaker being able to blow up. The user cutting the cord of the headphones would be abuse and would not be covered. Either you misheard or you were misinformed at the time of purchase.

[gperchenko]

well I certanly did not abused my headphones. All I did is took them off and they just snapped. But for me what funny is about storry is the way it was presented to me initialy: "if anything happens". Any way, I have a replacement plan on tv I bought at the end of october, and now that I know how this whole thing really works or should I say does not work, I plan to go back to the store and ask for refund on that. I just feel that this is a scam and I do not want to be part of it.

[Nokia]

You do not have a replacement plan on your TV. You have the GSBTP plan, which is a service plan. If you are dissatisfied with the service, you can return it for a prorated refund.

[Dorothy-BBY Community Supervisor]

Good afternoon gperchenko -

Karina, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you!

[Invizible]

You are not the only one ... I am experiencing the same situation ... its amazing how they sell these warranties .... I am surely going to spread the word around in my community ... I recently bought 6k worth of appliances and decided to stay away from BB.

[Nokia]

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Invizible wrote:
You are not the only one ... I am experiencing the same situation ... its amazing how they sell these warranties .... I am surely going to spread the word around in my community ... I recently bought 6k worth of appliances and decided to stay away from BB.

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The service plan on your laptop and the replacement plan on this person's headphones are entirely different.

[Karina-BBY Community Connector]

Hello gperchenko,

I am sorry to read that your headphones broke and when you took a visit to the store, the customer service representative advised you that the Geek Squad Gadgets and Gismos would not cover the accidental damage.

No one is saying that you abused your headphones. Nokia was simply letting me know that you where misinformed. He is correct in all of what he has advised you on, the plan covers only manufacture defects, dust, heat, humidity, power surge, and normal wear & tear. Therefore, the store was not able to replace the headphones given to you. I do want to point out that the store may have not used the best example, such as cutting cords, to express what the plan covered and didn’t cover.

On your televisions the Geek Squad Black Tie Protection Plan, it works differently. When a television is need of service due to manufacture defect, you call 1-888-BESTBUY (237-8289) to schedule service. A technician then comes out to repair the unit.

Now, I would like to take the time and ask you to please read your private messages, as I have gone and sent you one. I would like to know the details of the purchase to see if there is anything else I can do.  To view your private messages, log into the forums and select the envelope icon locating in the top right corner of the forum.

Thank you for patiently waiting for me to reply.