Manufacturer Warranties and Protection Plans

[Dmdaholloways]

We bought a three year warranty on our Sony Cybershot DSCWX9/B. It got damaged and needed to be replaced. BB did, but then they said that the warranty is now expired. What happened to the other 2 1/2 years of the warranty?

[APR28]

The warranty ends when an item is replaced. They will happliy sell you a new one though.

[Mbrguy Emerging Expert · Accepted solution]

The Black Tie plan is in effect for 3 years or until it is used to replace the camera.  Once it is used to replace the camera, it is fulfilled and you would need to purchase a new plan to protect the new camera if you want to continue coverage on the new camera.

[pinoyshopper]

let me guess, the sales associate didn't explain this part to you when he tried to sell you the extended warranty, did he ? yah, same disappointment i got.

[hydrogenwv]

Do you expect the sales associate to sit and explain the entirety of the terms & conditions to you? Or do you think maybe you should take some responsibility and read them for yourself, either at the store before agreeing to them or within the return period (in which you can return the BTP for a full refund)?

[pinoyshopper]

I just expected that the sales associate should have explained the important ones. My bad. You are right, should have read "everything" instead of just TRUSTing BB on that. Thanks.

[hydrogenwv]

See.. Different parts will be more important to different people. How do you decide what information is important to the person you are speaking with unless they specifically ask?

I think you are confusing the issue here. There is a difference between the representative not mentioning a certain part of the contract and the representative lying about a part of the contract. The former is to be expected, the latter is unacceptable. In the case of the OP of this thread, it sounds like that information was just not mentioned.

  That's why Best Buy gives 30 days to return the protection plan for a refund... They realize that there is a lot of 'fine print' and want to give people the opportunity to read it and decide if they are satisfied with it. Aside from reading and explaining the contract to you, which is an absurd idea, they really are doing the best they can without inconveniencing others unnecessarilly. Again, this doesn't apply to lying employees, as that is unacceptable.

[Mbrguy Emerging Expert]

If pinoyshopper has his/her way, each transaction would take about an hour to complete as the associate would have to explain every policy, terms, etc. as thy have no way of knowing which part would be of interest to each customer.

On another note, ever notice how when something happens, that one part of the policy or the Terms and Conditions that covers that is the mos important thing to thaf customer and they always seem to state that that is one of the main things that they were looking for when purchasing the plan and that one thing and one thing alone is the thing that would have discouraged them from buying the plan "if only they had known".

Not bashing anybody here, just pointing out something that happens VERY frequently.

[pinoyshopper]

Thank you both for your insights on THIS thread.  I sincerely do thank you.

Let me just make some things clear.  I NEVER mentioned on THIS thread that the representative was lying.  I am not confusing the issue here.   I just said that the representative didn't mention that important part of the contract and I, IMHO, think that that was an important thing for the customer to know.  But then again, YOU ARE RIGHT, SHOULD read everything.  So thank you for pointing that out.

Also, I was not asking for the representative to go through the entire contract word for word.  Yes that would probably take an hour or so.  I was just asking for the important ones, like a summary maybe.  But you are right, it would have discouraged the customer from purchasing the plan.  

Look, I totally understand what you both are saying here.  Thank you so much for taking time.