Manufacturer Warranties and Protection Plans

[tgoe]

I received an invitation to renew my service plan, which reminded me I have an issue with my 42" Magnavox plasma TV. I called for service, and boy, did I get the run-around - not to mention a refusal by Best Buy to honor the Plan they sold me. I spoke with the "geek squad" black tie folks and customer relations several times but it only resulted in them telling me my claim could not be honored. Here's the issue: The gloss finish on the TV frame/housing is blistering and flaking off. Nothing was done to the TV to make this happen and the front surface does not get hot to the touch; cleaning has only been accomplished with a dust rag (no spray-on products). The service plan I bought from BB at the time of purchase states: "This Plan covers manufacturer's defects in materials and workmanship that are the result of normal usage." (There are no specifics regarding transistors, pixels, electronics, housing, etc.) "This Plan provides coverage for product failures due to dust, heat, humidity and normal wear and tear." (I did move from a high humidity area to very low humidity.) The exclusion BB is arguing has do do with cosmetics, but the General Exclusions section of the Plan I purchased states with respect to cosmetics: "Also not covered are ... cosmetic damage and problems due to improper and/or non-factory authorized installation or repairs." In that there was no improper, or any in fact, previous repairs to the TV, the finish flaking problem is clearly a result of improper workmanship of the finish and/or a defect in the material used. In addition to what the Plan states, the sales team that sold me the set (in Woodbridge, VA) told me the extended warranty was a "bumper to bumper" Plan that would take care of any issues. (Their statement won't necessarily stand up in court, but I'd bet many of you have been talked into into buying extended warranties.) Little did I know that a company the size of Best Buy would look for any angle to get out of honoring it's commitment. I regret doing business with them.

[Nokia]

Unfortunately, the CSR you spoke to was correct. BB's plans do not cover cosmetic damage of any kind. As a rule of thumb, if it doesn't affect the functionality of the unit, it isn't covered.

[Dorothy-BBY Community Supervisor]

Hello tgoe -

Allan, from our Community Connector team, is going to review your case and contact your regarding your concern.  I appreciate your patience until he is able to make contact!

[Allan-BBY Community Connector]

Hi tgoe,

I can definitely understand you wanting the cosmetic damage to your TV to be covered by your service plan, and I’m sure you have taken care of this TV as it should have been.

Unfortunately cosmetic damage is not covered by your plan, and in fact there is no manufacturer’s warranty or a service plan that I’m aware of that covers cosmetic damage. No one at Best Buy® would be able to get the cosmetic damage covered by your Performance Service Plan (PSP).

Your PSP is intended to repair your TV if it is not functioning properly, and since cosmetic damage doesn’t affect the functionality of the TV it is excluded from being covered as stated in the terms and conditions of your PSP.

If you need any further clarification just send me a private message by clicking on the link in my signature.

Thanks for posting,