Manufacturer Warranties and Protection Plans

[misikga]

I purchased three units (two units at the same time and one unit in 5 months) of Nintendo DS Lite consoles from Best Buy for my kids.  I purchased 2 years replacement protection plan for all three units.

One of the unit's touch pad screen suddenly did not work so my daughter could not see screen. 

I brought the console to Best Buy store at Naperville, IL today with the original protection plan receipt.

The customer service person kindly told me if they had a new unit, then they could replace it since I purchased the protection plan since the system shows zero inventory.  I went to the games section and I found many new DS Lite units.  I brought it back to customer service person and suddenly another lady showed up and she could not replace my daughter's unit since there was no sticker of serial number on the DS.  It was used one and half years so I explained it could be peeled off... and I asked he lady to check inside of the unit if serial number there.  She denied and insisted that's their policy.  

If that sticker was that important, why no one from Best Buy warned me to keep the sticker  and there was no way to find serial number when I purchased the protection plan for three units?  I appealed no one told me and the lady simply said that's my side problem and she could not replace the unit.  So I asked to fix the until instead of replacing new one since I purchased protection plan.  She said BB never fixed the trouble.  What kind of service is that?  She said DS Lite without the serial sticker problem was not new, she had many cases but never authorized to replace.

BB must know, per her comment, the sticker was easily peeled off or removed by kids and BB does not try to verify serial number with manufacturer nor there was hardcoded, engraved, serial number inside of the unit, but never warned customer to keep it carefully.

I asked if manufacturer could verify my unit's serial number and the lady simply told that she knew manufacturer does not know other way to figure out.   Again, she knows everything what happens but no customer knows what BB will treat their loyal customers who loves BB.

 BB must know it and then should warn or print to keep serial number sticker carefully on the protection plan receipt and verbally communicated to customer when the plan was purchased.

I really regret BB did not do their best to really protect customers but simply collect extra money to sell protection plan.  

[Elizabeth-BBY Community Supervisor]

Dear misikga, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Dorothy-BBY Community Supervisor · Accepted solution]

Good afternoon misikga -

My daughters absolutely adore their DS Lite units, and I can only imagine how unhappy they would be if their units stopped working.  Last year my youngest left her unit at our neighborhood Gazebo and I had to buy her a new one she was so distraught!  I can also imagine how frustrated I would be if I had protected my units but was unable to exchange them as you have described.  

Under normal circumstances, a Product Replacement Plan exchange would not be an issue.  The reason you are having difficulties obtaining coverage is simply because your unit is missing the serial number.  Manufacturer warranties as well as extended service plans become void if a serial number is missing or altered in any way.  While it may seem unfair to you, it is normally an industry standard.

All facts aside, as a mom, I can also put myself in your situation and understand your dilemma.  I would like to speak to you further on this matter, so please check your private messages for further communication.  You can check your private messages by first ensuring you are logged into the forums, then clicking on the envelope in the upper right hand corner. 

I look forward to hearing from you.

Regards,

Dorothy

Community Connector

Best Buy® Corporate

[misikga]

I really have to change my mind of Best Buy.  BB corporate solved my case.  The customer community connector contacted me and she kindly reconsider the case.  Although local BB store rejected my case, BB community connector examined how easily the serial number of the DS Lite can be peel off with kid's small hand.  Thanks, Best Buy!!!

My daughter is not sad any more and I decided to purchase BB extended protection warranty again this weekend for the new DS Lite.  The BB' solution proves not only customer satisfaction but also belief to honest customers.  

Thanks a lot to BB community connector and we still love BB!!!!