Manufacturer Warranties and Protection Plans

[probeadobe]

I purchased a Panasonic tv in September. When the salesman tried to sale me the black tie I asked if it covered " my kids hitting and braking the screen with a frying pan " the salesman said yes it covers 1 screen replacement, so I bought it. ( I was shopping for a new tv because my son hit the tv with a frying pan and cracked the screen). Fast forward 3 months and the screen is now cracked ( oddly enough not by my kids, it cracked on its own while changing it with no one around tv) and now the black tie protection does not cover it. It is just super that your sales people can sale you something and assure you that it will be covered and then wham no sir that's no covered. I would like to know how your company can legally do this? Oh and I never questioned the salesmans answer because I have purchased a couple of laptops with the warranty that does cover user damage. And during the repair process I was given the run around for about 1 month, great customer service!

[APR28]

I absolutely believe that you were told about the breakage. They are trained to tell you what you want to hear just to sell the warranty with low percentage you'll actually use it.

Sometimes it takes a lesson like this to make you scrutinize future warranty purchases. 

[Mariel-BBY Retired: Community Connector]

Hello probeadobe -

Allan, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[probeadobe]

How long does it take for them to in touch with me?

[Allan-BBY Community Connector · Accepted solution]

Hi probeadobe,

I truly am sorry for any miscommunication, which happened at the time of the purchase, leading to any incorrect expectations as to what is covered by the two year Geek Squad Black Tie Protection (GSBTP) plan you purchased for your Panasonic 60 inch plasma. It is absolutely correct that our service plan do not cover any damage to a TV unless the damage is determined to have been caused by a defect in the TV itself.

I do see where this was sent to a local service center, and that after consulting with Panasonic it has been determined that the cracked screen could not have been caused by a defect in the TV. With that said I would like to see if there is anything we could possibly offer you. I am sending you a private message. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[probeadobe · Accepted solution]

Everything has now been taken care of to my satisfaction. Thanks for your help. And thanks to best buy in beavercreek for the resolution.