Manufacturer Warranties and Protection Plans

[DeMaze]

First let me begin by saying I have never had a problem with best buy protection plan as well as any of the employees/managers.  We purchased a PSP last Xmas and I can tell you that most of the past year it has been in the box.  We just pulled it out about 2 weeks ago.  Seemed like from two weeks ago the unit was finicky (some times work and sometimes not) and today for some reason the PSP would not turn on.  My husband brought it in and first they said..."go ahead and get a new one"..so when my husband returned with the new one, they said..."sorry sir, we have a problem"...looks like there is water damaged to the PSP.  WHAT??!   The red dots were not completely gone, they were a little fuzzy.  They determined it WATER damage and not CONDENSATION?  He then asked to speak to the General Manager and "Keith" and he also said....sorry nothing we can do for you other than refer to you to Sony.  Being really ticked my husband cancelled the extended protection plan since its a piece of crap if it doesn't cover anything!  In fact, we always buy stuff from Best and have used the protection plans no problem.  I've always been happy until today!   I think I will really think long and hard before buying anything from Best Buy or buying the protection plan!

[Dorothy-BBY Community Supervisor]

Hello DeMaze -

Thank you for sharing your experience.  Josh, from our Community Connector team, will be reaching out to you regarding your concern. 

[Josh-BBY Retired: Community Connector]

Hi DeMaze,

Thank you for posting to the forum!  I can understand how frustrating it must be to have the experience of not being able to get help with your PlayStation Portable when you were in our store. I am sorry to hear that you cancelled your plan but I can understand why you would want to.

When you refer to the red dots I believe you mean the water sensor that is inside the PSP. Those sensors actually are white when they are dry and go red when they are exposed to water. Really any redness in the sensor dots means that there has been an exposure to actual moisture buildup in the unit. These precautions have been developed by manufacturers for several different types of electronics to guard against liquid damaged units being exchanged for new units.

Our plans do specifically state that they do not provide protection for liquid damage and it is regrettable we weren’t able to help you with repair but we do have to abide by the terms of our plans. The Geek Squad® Black Tie Protection Plan coverage is for defects and malfunction as well as a host of other issues that our customers do frequently come across. For more information on what we do cover here is a link to our plan information.

Hi DeMaze,

Thank you for posting to the forum!  I can understand how frustrating it must be to have the experience of not being able to get help with your PlayStation Portable when you were in our store. I am sorry to hear that you cancelled your plan but I can understand why you would want to.

When you refer to the red dots I believe you mean the water sensor that is inside the PSP. Those sensors actually are white when they are dry and go red when they are exposed to water. Really any redness in the sensor dots means that there has been an exposure to actual moisture buildup in the unit. These precautions have been developed by manufacturers for several different types of electronics to guard against liquid damaged units being exchanged for new units.

Our plans do specifically state that they do not provide protection for liquid damage and it is regrettable we weren’t able to help you with repair but we do have to abide by the terms of our plans. The Geek Squad® Black Tie Protection Plan coverage is for defects and malfunction as well as a host of other issues that our customers do frequently come across. For more information on what we do cover here is a link to our plan information.

[DeMaze]

Its a good thing Sony was much more willing to work  with me!  I will definately buy SONY again, but not from BEST BUY.

[DeMaze]

I contacted Sony, they figured out what was wrong and aparently it was the CHARGER...not the unit itself!!!  So glad I went through Sony..they were awesome in helping me!!  Thanks Sony, not so much to Best Buy....who just shot down my warranty!

[Nokia]

So you lied to both BB and Sony?

[DeMaze]

How did I lie to both BB and Sony? When contacting both Sony and BB they both knew my PSP didn't work and the faded read on the unit.  Sony asked me to send it in so they could have a look at it.  But the unit wasn't until I sent the unit in to Sony that they figure out it was my charger and not my PSP itself!  So they replaced my charger for me!  How is that lying? 

[Nokia]

The water damage on the unit voided any service plan or mfg. warranty you had on it. Yes, water damage can actually cause the charger to fail. In my opinion, you lied to them.

[DeMaze · Accepted solution]

Matter of opinion.   Sony knew about the dots and the whole story about my experience from BB and still asked me to send it in so they could take a look at it.   They did not say my warranty was VOID. I did not lie in any matter, in fact they told me BB didn't know their warranty policy since BB told me I would get charged if they couldn't fix it.  That is not the case.  They said they would take a look at it and if it wasn't fixable they would send it back- No Charge.   I'm just happy that Sony was able to diagnose the problem!  Enough said.

[Nokia]

Alright.