Manufacturer Warranties and Protection Plans

[TheTruth]

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.

[Nokia]

We're looking at the end result. In the end, if your issue was covered, you would not have paid anything. Therefore, any fees were only temporary. So, while in the middle of the process you may currenly be out the money for a diag, at the end, you're not. If I say you can live in my house for free, but I need a $2000 deposit, and I then give you the deposit back after you move out, have there been any charges? No.

[TheTruth]

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!"

[Nokia]

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.

[Aaron-BBY Community Connector]

Hey TheTruth,

Whenever a product is brought into one of our retail stores for repairs customers are also required to acknowledge and sign a service order waiver that specifically addresses this issue. In fact, it’s the first point outlined in the waiver’s terms and conditions:

“I understand that a non-refundable deposit is required on all repairs not covered under a product warranty or service contract. Without being notified, I agree to pay up to the minimum approval amount stated on the service order. I understand Geek Squad/Best Buy will notify me for approval for all repairs that will exceed the minimum approval amount stated on the service order before my product is repaired. If I do not approve the estimate, the product will be returned to the drop off location unrepaired.”

Repairs that are not covered – and for which a fee may be assessed – include (but are not necessarily limited to) the following:

• No fault found
• The issue is determined to be software-related
• Damages are determined to be the result of misuse/abuse
• Damages are discovered that are not covered under an ADH (Accidental Damage from Handling) service plan or factory warranty coverage

This deposit isn’t a hidden charge under our service plans – it applies to every service we provide and is disclosed at the time your service concern is to be addressed. If you deem that the service plan is not meeting your needs, however, remember that it can be returned for a full refund during the return period or a prorated refund at any time after.

Now, while it is true that some of our stores may request this deposit prior to any service being provided (and refund it upon the confirmation of a qualifying hardware failure), it has been my experience that the majority of our stores will only request this fee after diagnostics have been performed and repair estimates approved or declined. Again, as long as repairs are completed under your factory warranty or service plan coverage this fee is waived!

If you have any other questions please do not hesitate to let me know. You can send me a private message by clicking on the letter icon in the upper right-hand corner of the page and composing a new message to my user name “Aaron-GS.”

[astarte]

You might want to glance at my response in thread illustrating BB's "Shinkage Bonus"

http://www.forums.bestbuy.com/bb/board/message?board.id=Warranties&thread.id=3673&view=by_date_ascen...

[TheTruth]

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.

[astarte]

No

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.

[TheTruth]

Thank you astarte, I was beginning to doubt my sanity.

[TheTruth]

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.