03-21-2012 02:37 PM
I truly am sorry for any incorrect expectations that were set by any employee of ours, and you are absolutely correct that your Geek Squad Black Tie Protection (GSBTP) plan is intended to repair your camera.
I see that this camera was dropped off for repairs on 3/4/2012, the service center received the unit on 3/7/2012, and the camera is currently in repairs. I have emailed this service center asking if there is anything that can be done to expedite the repair of your camera. Once I hear back from them I will post back to this thread.
Thanks for posting,
03-21-2012 03:55 PM
I did hear back from this service center. They informed me that they have been trying to get a hold of you since 3/13/2012. They said that Canon does not have the parts needed to repair your camera, and Canon is offering a refurbished Canon Silver Elph 100HS as a replacement camera. If you would like to accept this offer just let me know, and I will pass this along to the service center.
The reason I ask is because this camera is also covered by your GSBTP plan. It is possible that this camera could instead be replaced by this service plan with a new-in-box comparable model, but this would fulfill the GSBTP plan. Let me know what you want us to do. I look forward to hearing from you!
03-22-2012 06:59 AM
I have now read the GSBTP policy twice (on-Line). One major flaw I find in it is that it does not adequately explain that if the plan is "fulfilled" that actually means that they are done with you, no more coverage no matter the length of the plan purchased. At that point you will be required to buy another plan or just take your chances and go without. What then is the incentive of buying say a 4 year vs. a 2 year plan? Please explain.
03-22-2012 07:17 AM
03-22-2012 07:27 AM
03-22-2012 09:04 AM
Thank you for looking into this for me. I haven't heard from the service center. Perhaps you can send me a PM with details on what contact info they are using.
Interestingly enough, because of my time constraints, I already purchased the very camera model you mentioned. And as a token of good faith in their customer service, I purchased it through Best Buy, which should make any service solutions, easier.
I will ping you and/or the service center sometime next week because my schedule is a bit hectic at the moment and will be on my trip this weekend.
Thanks again for your effort in following up with the service center on my behalf, and I look forward to discussing what we can do later.
03-23-2012 10:33 AM
You are very welcome. I have sent you a private message with the phone number the service center would have been calling. If you could let me know right-away if you want to accept Canon's offer of this refurbished camera, or have me arrange for this camera to be replaced by your service plan, I would really appreciate it! I look forward to hearing from you!
04-02-2012 04:34 AM
I am happy to report a good outcome! I was able to come in this weekend, and thankfully it did not take too long to resolve the situation. The comparable product that I was eligible for was the model that I already purchased since I had needed a replacement camera immediately.
The solution would have involved me returning the product I already purchased and then re-purchasing the same product. I asked if it was possible to do it through paperwork, rather than me fetching all of the packaging to do the return and then wait in line to purchase it again, and I appreciated that the service representative Blake was willing to put in the extra effort to do that for me.
Although it was not the most ideal way for me to learn about the nuances of the extended service policies, I do want to thank you for handling this personally, arriving at an acceptable solution, and making me feel like I am still a valued customer.