12-19-2018 04:29 PM
Hi All. First time posting.
I'm a home theater enthusiast with better than average tech skills in that area so really did my homework before ordering a Samsung UN65JS8500 online in Dec of 2015 as it wasn't available at my local BB, and I added an annual Geek Squad Protection Plan at that time. (It was supposed to be a 5 year plan but the website changed my selection to a 1 year. No big deal I just renew it every year.)
The TV was everything my my pre-purchase research said it would be. I couldn't have been more pleased. Skip ahead to around Sept of this year (2018) it developed power on issues where half the display would be super bright until the set warmed up and then it was fine. I scheduled a GS tech to come out and he said the T-Con board was bad and he'd order one. He did and came back within a week to install it. After it was installed he and I both noticed the edges from top to bottom and about 2 inches in were brighter than the rest of the screen. We decided to let the new board 'settle I'm for a week and see if it evened out. It didn't.
I called and made another appointment and he returned and linked the TV and his phone to someone at the Geek Squad mothership and they determined the display panel was failing and the TV would have to be replaced. Replacement was authorized and the tech provided me with the nexessary information to call the Replacement Team. Great tech by the way!!
NOTE: Before the tech returned I received an email notifying me my protection plan would be expiring on Dec 27th. The thing is that for 3 years I was paying around $74.00 a year but after using the protection plan the renewal cost would be more than doubled!!! Seriously??!!
I called the Replacement Team to begin the Replacement process. The nice young lady was polite and well informed however she told me I had to either accept a lesser specs TV, or pony up money to get one that matched the size and specifications. That is NOT how the protection plan is written. Replacement verbiage states: 1) The exact model of available, or 2) a model with comparable or better specifications, if a comparable model isn't available.
I 'wanted' the 65" Q9 but she told me I had to shell out $1200 for it. I had done research on the current Samsung models and knew the Q8 was almost as good except for a better software version so no big deal. I told her the Q8 would be fine with me and she told me I'd have to fork over $200 for that model PLUS on both models she pushed for a new Geek Squad Protection plan. I'm OK with a new protection plan but NOT spending money I don't have at the moment just because as she put it, "The TV's in 2018 have more advanced technology than 2015 so they cost more." Well duh. Technology naturally advances constantly but why should that restrict me to a lesser brand and model? My Js8500 was a $4000 model in 2015. Of course I didn't pay that much because I bought it during the holidays in 2015 but it certainly cost more than the lesser quality Samsung Q7 she tried to tell me was my only option in the Samsung model lineup!
Apologies for the long read but I need clarification before I call back the Replacement Team.
1) Why did the plan coverage renewal cost suspiciously more than double after using it for the first time in 3 years, and more importantly;
2) Why is the protection plan as it reads being so loosely interpreted to force me into a model less expensive and with sub par features than my model in question?
Thank you in advance for your time to read this and your reply.
12-20-2018 09:53 AM
I hope you're able to find a suitable replacement while there are still some discounts to be had with the holiday season upon us.
To give a little feedback on your two questions:
1. The cost of the renewal is determined by the insurance underwriter, and is generally going to go up the longer a product has been in the field; probability of failures increase as products reach or exceed their life cycle, etc., so the expense of covering them will also go up.
2. While you make a good point about what the terms of the contract state about criteria for choosing a replacement, the limitations of liability also state: OUR TOTAL LIABILITY UNDER THIS PLAN SHALL NOT EXCEED THE ORIGINAL PURCHASE PRICE OF YOUR COVERED PRODUCT INCLUDING TAXES.
So if you got a great deal on a high end TV, in the event that it has to be replaced, the maximum the GSP entitles you to is what you actually paid for it.
I hope that sheds some light on your questions, and hang tight, a moderator will be by soon with an official response.
While I am employed by Best Buy, I'm not able to offer official responses, and my opinions are my own.
12-20-2018 07:50 PM
12-20-2018 11:49 PM
12-21-2018 12:09 AM
12-21-2018 12:51 PM
Good afternoon, Greg,
Welcome to our community, and thank you for taking the time to share your feedback with us. It’s always a great idea to protect your purchases with a Geek Squad Protection (GSP) plan, especially for something so valuable as a home theater system. I can understand having a bit of sticker shock after discovering the cost to renew your GSP plan was higher than expected, especially if you were previously quoted a lower cost.
It looks like @Danno651 has offered some valuable insight into your main two concerns and has left little more for me to add. One thing I’d like to underscore is that once you choose a replacement product, your GSP plan would be considered fulfilled, and you’d need to purchase a new GSP plan for continued coverage on your new TV.
I hope this helps. If you have any further questions or concerns, please let me know.
12-24-2018 11:54 PM
12-26-2018 09:54 AM
Welcome back to the forums. Sam isn’t available just now, so I’ll be hopping in to help you out.
As discussed above, under the Terms & Conditions of our Geek Squad Protection Plans, when a product needs to be swapped out, it will be replaced with a unit with comparable performance, up to the original purchase price.
The folks on our exchange team are set up to help find the right replacement, so I would encourage you to continue working with them to try and find a solution that works for you. They are best positioned to look into the details of the television that is being replaced and find the best replacement.
If there are any particular features the replacement they are suggesting does not have, please let them know the specific issues you have with the suggestion. I’m sure they’ll be happy to go over any concerns you have.
If you have any other questions, please let me know.