Best Buy Extended Warranties

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Joshua of Cordova, TN April 12, 2009

Basically I was sold a product replacement plan but when the clerk described the plan he told me the terms of a service replacement plan. I didnt have any idea they had 2 different plans. The difference is a product replacement plan starts the day of purchase and voids the manufacturers warranity but the clerk told me I had 1 year manufacturers warranity and then my 2 year plan would start after first year.

When I called Best Buy about this issue they said sorry there is nothing we can do about this. It seems to me that it would be against the law to lie about the terms of a warranity just to sell it to a customer for the clerk to get a commission. Sounds like conflict of interest. Of course when I question Best Buy about this the mananger said she does not know if the clerk receives a commission for selling replacement plans(I have a hard time believing that). Its my understanding they get a commission for selling warranitys but not on products.

The clerk made such a good sales pitch I actually bought the service plan 1 week later

The result of buying this plan is they will not replace it and there is no accountability for best buy selling a fraudlent warranity and lying about the terms.

Teresa of Simi Valley, CA April 11, 2009

I purchased an 80 product replacement warranty for my PlayStation 3 that cost me 499.99. 14 months later, my product failed. I called the warranty company who immediately faxed me a shipping label...nice job, very impressed. I sent my Playstation back along with all accessories and a letter stating the total I was expecting back (541.24). I was told that I should receive my gift card within 2 weeks that would include total price of unit and sales tax 10 business days according to their rep. 3 weeks later I called to find out where it was, they stated they NEVER received the unit back...go figure!

They put in a claim and said they would issue me the gift card, but only because I made a fuss. I finally received my gift card yesterday, (a month after sending it back), less the taxes I paid. I called the warranty company, who at first stated that taxes were NOT included. I explained my original conversation from the month prior, where I was told that it did in fact cover taxes, in order for you to go back out and replace the unit. I started to get frustrated with the rep. and asked to speak to a manager, I was put on hold for 10 minutes until she returned and stated she was incorrect and that I should have received the taxes as well, but unfortunately the department that I had to file a new claim with was already closed and that I would have to call the next day. I called today and was told that I had to fax over my original receipt (which they already had a copy of from day 1). I didn't even have my original receipt, so they transferred me to the receipt dept. who gave me codes that I needed to include when I shipped my unit back. But I went the extra mile and went to my local Best Buy in Simi Valley, who was able to print it out for me, so I was able to include it with my letter.

I first spoke to Dan who told me not to use the card I just received and he would issue me a new one with the corrected tax. I told him I used the card last night but wasn't able to get the right Playstation because I hadn't been sent the correct amount. Dan then said to not use the remaining amount on the car and another card would be sent with that amount along with the taxes they hadn't included. I told him that was unfair that I would have to wait another 2 weeks to get the adjusted amount and then asked to speak to his supervisor. I was connected to Jessica and was told that this was an isolated incident and that due to an error, the computer put in the incorrect tax percentage. Instead of 8.25%, I was given less than 1% tax. I went from receiving 41.24 in taxes to only 3.99 in taxes.

After over an hour of being lectured on having to resubmit my original receipt (which I wouldn't have had, had I not gone down to Best Buy to get a copy of, I was told that in order to get my money reimbursed, I had to fax it to them or they wouldn't help me. I explained that over the last month, I have spent more time begging to have my money returned so that I could replace the product immediately, as it was my kids only electronic entertainment, as well as being our main DVD Player and that they were telling me that due to THEIR error, I had to do make even more effort to get the remaining money that was long owed to me.

To me, they have committed fraud and I know I can't be the only one out there. First you are given one bit of information, then when it doesn't happen, they LIE about it, and then when you go up the chain of command, the TRUTH is given, but they don't make it easy to collect, you have to literally give more time and money faxing them YET ANOTHER COPY of what they already have in their possession, it's their attempt in trying to get you to give up and go on about your life. Most big companies believe it's not worth it for the consumer to make complaints.

Basically here is the deal, BEST BUY PRODUCT REPLACEMENT PLAN will make good on the warranty you bought, but they make money ripping people off by not giving them the full price you paid at the beginning, which is their big hype when selling you the product replacement plan. They are committing fraud by not including sales tax, and without that, how can you go back and have the product replaced??? I just happened to have caught it. The paper that the gift card is attached to states the amount on the card, I didn't realize it however until I went to buy the product and I didn't have enough on the card for the taxes. I came home and looked at the amount written on the letter they sent with the card and surprise, the amount was different than what I had written on my letter back to Best Buy with my product being returned. I was a lucky one to catch the fraud, but I know other's haven't noticed and BEST BUY continues this illegal practice, because no one does anything about it. After the communication, most people don't think the frustration is worth the head ache.

Just because the economy is bad, doesn't mean they should be able to steal from the consumers that have kept them from shutting their doors like Circuit City. It sucks to not have competition like Circuit City, because they always had lower prices, but now Best Buy feels they can rip people off and there's not a damn thing you can do about it.

I am just one more victim of BEST BUYS fraudulent practice and I hope this complaint doesn't go unnoticed.

Geraldine of Edwardsville, KS April 8, 2009

I have the 52 GE HDTV for little over 4 years. Just after the extended warrantee ran out I started having problems. When I try to turn it on the on light comes on and off three times. After more than a dozen or more times it will come on, but it's the same thing day after day. I have to reset the #3 channel every time I turn it on, since I have a dvr box that requires #3.

The original price I paid for the TV including the 4 year extended warrantee was 1,432.98 I have not had i fixed yet, however I had to purchase a smaller set to use on the days I can't get it to turn on.

Michael of Memphis, TN April 3, 2009

I purchased a radio for my suv there in the summer of 2005. I also added to it the PSP (Protection Service Plan) for and extra 50.00. In 2007 that radio quit work so I took it back and the Installers tested it and agreed it was bad. Best Buy at first did not want to exchange it under the plan as they did not sell it anymore. After arguing with the CS Rep, I got the manager who after 10 minutes of conversation finally agreed to exchange it for another like unit.

Well here it is 2 years later and that one has gone out. So I took it back and had it check and the unit was bad. This time the Best Buy rep said they could fix it and I had to talk to the geek squad. Now that was a bit odd as they fix computers. Well they have to send it off to some other location (The location is not disclosed nor do they have access to speak with anyone there, neither does the customers). This was on the 6th of March and now its the 3rd of April and my unit is not back. No one including corporate can tell me the status on me radio. If you buy from them be prepared to be treated as a bad customer not a valued one.

No Radio for a month and counting

Jeremy of Los Angeles, CA April 2, 2009

i bought a Denon receiver at best buy. It was an open box. I also bought a best buy warrenty. The salesman assured me this would cover everthing even home service, I had it installed from an outside source. remote did not recognize back speakers in receiver display. I called best buy and was told they wont send geek squad to check it. Reason, we did not hire them to install it. i purchased 5000.00 worth of electronics,you would think I would get some customer service. I will think twice about buying anything from best buy. We are in a recession keeping customers satisfied should be a priority,look what happened to circuit city. Best buy, you could be next!

Sherman of East Liverpool, OH March 29, 2009

I went online to purchase a laptop for my 12 yesar old daughter. after picking out the laptop I had the opportunity to purchase an extended warranty. Because of bad past experiences with Best buy extended warranties, I called the local store and the 1-800 sercive number to verify the warranty would cover all damage , including accidental damage. Both the store and the sevice center said yes, accidental was absolutely coverd.

Now that I turned the laptop n for accidental damage service, Best Buy is saying my warranty does not cover the damage. They want over 300 dollars to repair the laptop.

Al of Conroe, TX March 27, 2009

I wont bore you with the details, but it boils down to Best buy has mislead me, then lied to me, then missed 3 warranty home service calls in a row, then I was told they were sorry but they just were not going to honor their warranty as it was written and sold to me.

Although I will not shop at Best Buy any longer I wont tell you not to, but I would caution you NOT TO TRUST ANY ONE with-in the BEST BUY organization. And be sure not to buy their extended service plans as they are known to do just about everything to avoid honoring their plan.

Sat at home on three diffrent days waiting for service tech's who never showed. Will replace the refgerator instead of repairing it out of warranty at a cost of over 800. Lost a few hundred dollars I paid on the extended service plan.

Andrew of Mcgraw, NY March 23, 2009

i purchased a printer in december 2007 and was talked into a product replacement plan. the salesman gave me a brochure that he stapled my recipt to that says PRODUCT REPLACEMENT PLAN' he showed me inside what to do if i have a problem with the printwer he even showed me with parenthies where to call. So the printer broke last week i called the number on the brochure and was told i don't have a replacement plan i have a service plan and if i want it fixed i would have to bring it in and leave it. i explained to them what i was told and i was told we dont care what he told you you only have a service plan.

I hav e a property managment / repair company i need my printer for work i'm forced to by another printer because i can't wait the three weeks it will take to get my printer repaired.

David of San Diego, CA March 5, 2009

I had a best buy warranty on a camera. Brought into geek squad to fix went through their steps. The camera was a gift so it didn't have the correct address on the service plan I asked them to change it 3 times. The rep told me I didn't need to since the camera was suppose to be picked up in the store. The camera was repaired and was sent out to my old address that was on file. (the address I asked to change but they refused to). I had not heard anything about the camera it had been 2 weeks so I called best buy geek squad. They had told me the camera was sent out and they were going to check into getting the camera back. Luis was helping me and was very nice. I called back and he assured me that the camera was coming back to the store.

Another week went by so I called got Luis asked him what was going on he said he was going to call. Another week went by and i hadn't heard anything so today I talked to the manager he told me this is the first he had heard of this. Trying to tell me this is my fault since we had signed the form with the wrong address on it that we had asked to change 3 times. I was told by luis that this was not suppose to be sent out. So this leads me to believe that this is not my fault but theirs. All I want done is a camera that works. Like your warranty explains. I can obtain that in any number of ways. 1 get our fixed camera, or give me a store credit in for the amount the original camera cost so we can get a new working camera.

 Now in writing this complaint I have wasted everybody's time and money. The location of this best buy is Marina CA (Store 1061) Marina, CA 93933. This was a complaint i filed to the BBB at best buy head quarters. I am still getting the runaround with best buy. Just got a call from the girl that help us from the start saying they are waiting on UPS and now this is their fault. The people at best buy will not get me intouch with the store manager so I don't know how I am suppose to get this resolved. Am I just at the mercy of lazy employees that don't know what they are doing. What I want is the camera that was fixed or reimbursed for a new camera. The same price I spent on the original one.

Rene of Union, NJ March 3, 2009

Purchases a tv through Best Buy when I purchased the tv i purchased an extended warranty as well. Purchased tv 4 yrs ago. Tv started turning off every couple min. Called Best Buy to have tv repaired since purchase warranty through them. Best Buy then directed me to Sony, Sony then advised me to go through sub contracted company because geek squad was busy and didnt have any apts till march. This call was place in the middle of January. Had a rep come out from a company called Frontier feb 4. It is now march 3 and I have been getting the run around.

Talk to so many different people and supervisors and no one can get the story straight about when the tv is going to be repaired. When repair man came to house he said all it was is the bulb he would order it and it takes 5 min to replace bulb should be in in about a week. Called Frontier every week for them to either say they didnt know what i was talking about or that bulb will be in next week.

Such poor customer service and is so frustrating when they can't get their stories straight. Calls are extensive and I always ask for a superisor. Have been directed to about 5 different supervisor some even said they will call me back in a few days and never do. Just want my tv repaired. After all I am entitled I paid for the extended warranty which expires March 16, 2009.

Never ever will purchase ext warranty through retail store. I rather just either purchase a new tv or call a local repair person and pay arm and leg for repair rather than deal with this nonsense.

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