Are Best Buy employees misrepresenting the Product Replacement Plan?
March 3, 2006 2:48 PM Subscribe
Has anyone ever been told by a Best Buy employee that the Product Replacement Plan will cover accidental physical damage to a product purchased at the store?
posted by studentbaker to Shopping (28 answers total)
I’ve noticed some boards that people have mentioned having purchased a Best Buy product replacement plan for their iPod and feeling as if they are fully covered if anything goes wrong. And, by fully covered, I mean including physical damage. In the Best Buy warranty, it clearly states that you cannot return an item because of physical damage. Do most people understand this to be true?
I ask this because back in September, my girlfriend bought me a 2 GB Nano for my birthday from Best Buy. She also purchased the product replacement plan because the cashier she purchased it from told her that it would cover any damage. He said if anything breaks on it, just bring it in and get a new one. Fast forward to two weeks ago and my Nano’s screen cracks while I have it in my pocket. I did not have it in a case, the scratches never bothered me, and I assumed the it could handle the pressure of a loose fitting pair of jeans. I was wrong. I took it back to BB and was disappointed when the Geek Squad informed me that the broken screen was not covered under the product replacement plan. He said they only cover defects with the software, etc.
Afterwards, I went into BB to purchase a PS2 and was offered the PR plan. When I said I wasn’t interested, the cashier told me that it was great to have because if I spilled anything on it or it fell off a shelf and broke I could get a new one. That disturbed me. It is the same thing they told my girlfriend, and it’s a complete lie.
My questions are this:
1) Has anyone else been told by a Best Buy employee that the Product Replacement Plan would cover physical damage
2) Wouldn’t you assume that something labeled the “Product Replacement Plan” would do just that, replace a product that is no longer working for whatever reason?
Please understand I know I should have read the fine print. But, when a representative of the company tells you physical damage is covered, wouldn’t you believe them? I’m not put off by the fact that the plan doesn’t cover physical damage, I’m angry because I’ve been told twice by employees that it does.