04-29-2009 06:12 PM
Nokia, I'm really not arguing that there very well may be a valid reason for the no fault found fee. As you said, at your store the customer is informed prior to sending their item for service. My point, is that they are not informed of even the possibility of that fee either in the advertisement nor the terms and conditions. By the time they've reached your store to be informed of this, they've already made their purchase based on fraudulent information.
In regards to your geeks being knowledgable, I'm sure they are. That does not mean they have the mystical powers to determine from the description that "my computer is running slow" is a result of an infection (that may not be detected by the 10 minute quick scan done at the counter) or a failing hard drive or faulty RAM. At our local store, if I came to them with this complaint they will charge me the diagnostic fee and this is but one example.
Is it too much to ask that the advertisement match the experience I can expect at the store? Is it too much to ask that there be uniformity of conduct in the handling of service plans across all stores? However Best Buy chooses to handle their service plans is absolutely fine by me as long as there is a clear and consistent understanding of how that service plan will be handled.
04-30-2009 12:11 AM
04-30-2009 12:41 AM
Ok, I'll play along.
Let's say you hang a big sign out side your house that said, "Live Here! It's free! No out of pocket costs! No Hidden charges!". I'm like great! Sign me up! So I sign your contract (buy the service plan) and go about my life until that great move-in day (my computer is running slow). I show up at your door and start unpacking and you're like, "Hold up! You have to pay $2000 up front ($70 diagnostic). If you don't make a mess (your problem is covered) I'll give you back your $2000. You should have read that contract you signed, it said I might do this to you."
A few days later I tell my new landlord that I think there might be a problem with the air conditioner, it doesn't turn on all the time. You'd be like, "Well, If I take a look at it and if it works for me, that'll be $34.95."
And after I'll this I'd say "For God's sake, you had a giant sign on your house that said no charges and no fees!"
04-30-2009 01:55 AM
I'd say it'd be more like if the person got the fee back in a month or two, since that's max about how long they're without the money.
Like I said, NFF fees can unfairly penalize some customers. However, usually if can reproduce the fault in-store, or provide a log file or video or something of it happening, that will suffice.
04-30-2009 01:31 PM
04-30-2009 01:55 PM
You might want to glance at my response in thread illustrating BB's "Shinkage Bonus"
04-30-2009 02:32 PM
I'm completely stunned.
All these counter-arguments as to why it's ok to do what you do are AFTER THE FACT. It's fine that, once I'm in the store there are warning signs and disclaimers and all that, but it does not change the fact that people are purchasing your service plans on the fraudulent assumption, based on your advertisement, that there will be no charges and no fees.
How can you not see this? Am I crazy? I'm not saying that what you do once I'm in the store is fraudulent, I'm saying your advertisement is. If your advertisement said, "Temporary Fees, Possible Charges", I wouldn't even be here.
04-30-2009 05:38 PM
You are not crazy -- that is why there is a "contract" Even if terms are changed the changes should only effect those who purchased an item after a revision is made
I have yet to see a contract that is open-ended for one party while restricting the other.
05-12-2009 10:47 PM
I'm happy to announce that after contacting local media about this issue, my local store has mysteriously decided to no longer charge diagnostic fees for those who have a service plan or warranty.
You might want to pass this along to your corporate lawyers. Even though one store has changed its ways, I do not know if the media will be looking at this nation-wide.