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Posts: 1
Registered: ‎10-20-2017

Broken Projector and Best Buy is Not Honoring Extended Warranty Protection Plan as sold

Purchased a JVC Home Theater Projector from Best Buy and purchased Protection Plan that states in our paperwork - Protection Plan begins when Manufacturers Warranty expires. Purchased in July 2014 - Protection Plan would extend warranty to 2018.


JVC Projector stopped working in June 2017. We called Best Buy Service but they said they did not have us listed as having the extended warranty and we were told we needed to bring it to store. The store Manager said the Protection Plan coincided with the Manufacturer's warranty and was no longer covered. Our Geek Squad paperwork states that the coverage begins "after expiration of the manufacturer's warranty." Manager said the salesperson explained it wrong, but that is what Geek Squad Protection Plan paperwork says and what the salesperson said.


After multiple visits and complaints, the store Manager finally agreed to send the projector in under their "store warranty". This process has now taken 4 months and our projector was returned with a replaced bulb and it still doesn't work! Really - 4 months to replace a bulb?


We have spent a lot of money at Best Buy and Geek Squad did a great job setting up our movie room and it is so disappointing that it has taken 4 months and we still do not have a working projector! 


We have been more than patient! We have spent multiple hours initiating contact through store visits, phone calls, and emails - the only response - "we are doing what we can". It is obvious that the store Manager cannot what needs to be done and it needs to be resolved asap!


We are done going around in circles and want a full refund of the purchase price of our projector and the "Protection Plan" that was apparently sold under false pretenses.


I have much more documentation if it is needed and would be happy to forward emails and the chronological sequence of events, but thought I would spare you the details unless you need them.

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Registered: ‎04-18-2017

Re: Broken Projector and Best Buy is Not Honoring Extended Warranty Protection Plan as sold

Good Afternoon lauriwright-


Welcome to the Best Buy forums, although I’d hope it could have been under better circumstances, I’m so thankful you’ve taken the time to register to the community!  Please accept my apologies for any confusion regarding our Geek Squad Protection Plans (GSP), and allow me to explain our policies in greater detail. 


Any products outside of their Return and Exchange Promise, which starts at 15 days, and can be enhanced to 45 days by becoming an Elite Plus Member, of our free My Best Buy Program.  The protection plan however does have the ability to have the unused portion of the plan, a prorated amount, credited back to the form of payment originally used at the time of checkout.


Looking up the Terms and Conditions for the date and time of your purchase; the term of your plan is stated on your purchase receipt.  Please send me a private message containing your full name, phone number, customer service pin or order number, and the geek squad protection plan number.  I’m looking forward to speaking with you soon, and click the link in my signature line below to send the reply today!



JJ|Social Media Specialist | Best Buy® Corporate
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