Manufacturer Warranties and Protection Plans

[uramirez]

I bought my little brother a black iPod 120GB and of course got the service plan. I have a long, extensive history with best buy. However, this is the first time that I have a problem with an item within the first six months or so. So, I took the iPod - which was not turning on at all - to Geek Squad and they said I would get a replacement; I thought, "GREAT!!!!"

Until I found out that it was a refreshed item... but I was ok with it. I got the new one and charged it for my little brother, so he could have it for when he came back from school. However, I noticed it didn't charge and wouldn't even turn on!!! I GOT A DEAD IPOD!!!!

At this point I was upset, took it back - asked for a BRAND NEW ONE - but they said NO. I was ok with it and said ok to the new refreshed one. I just got it back and the IPOD IS BAD AGAIN. The geek squad agent said that if it happened again, I would get a brand new one. I am extremely upset and before I go, I want to know how to go about this escalation so I can get the brand new ipod.

Thanks - I know it was long.

[Nokia]

The GS agent was incorrect. The No Lemon policy requires three Rapid Exchanges, and a fourth failure. In addition, if it is sent out within 30 days of receiving the last one, it is counted as the same repair. At this point, it sounds like you have one repair.

[Great_Pagliacci]

How is it counted as the same repair when it is a different unit?!?

[starhelper2587]

Because it is counted as a redo within a 30 day period of the initial replacement.

[Nokia]

It's to keep someone from immediately sending it back out each time in order to quickly qualify for the NL replacement. I'm not saying you're doing that, though.

[Great_Pagliacci]

So if I receive a bad unit I should hang on to it for 30 days?  Is this the only way to force Best Buy to honor the no-lemon policy?

[Nokia]

Are you the OP?

[Aaron-BBY Community Connector]

Hello uramirez,

I can imagine why you would be frustrated!  Repairs are rarely a welcome prospect, and discovering that your brother’s iPod would need to be sent out for service multiple times certainly doesn’t make the situation any easier.  I would be equally disappointed under similar circumstances.

If you have not already done so, I would encourage you to bring the defective iPod back to the repair counter at your local Best Buy store.  Once there, simply send me a private message with the new service order number provided by the store and I would be glad to partner with you to find a resolution to this issue.  You can send me a private message by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

[uramirez]

*** UPDATE ***

I just got back from the Best Buy store. Before going there I had called 1-888-BESTBUY and they told me they would replace the ipod. That if I wanted to do it over the phone, it would be a mail-in thing. They would send me a BB Gift Card... or I could go to the store.

Since I had other things to buy, I elected going to the store. AND TO MY SURPRISE THEY DIDN'T KNOW NOR COULD DO ANYHTING ABOUT. I was VERY UPSET!!! I got on the phone with 1888-BESTBUY again, got transferred and hung-up several TIMES!!!! UNTIL THEY TOLD ME THAT THE IPOD HAD TO GO OUT AGAIN.

THIS IS INSANE!!!!! AS THEY TOLD ME - THIS IS NOW THE THIRD QUALIFIED REPAIR!!! BUT I AM FED-UP.

HOW CAN THEY TELL YOU SOMETHING AND NOT HONOR IT!!!!!!

[Nokia]

If it is the third repair, then it does not yet qualify for the NL policy.