Best Buy & Geek Squad Policies

[mld338]

Hello,

I will try and keep this post concise.  I have bought the Product Replacement Plan two times in the past few years on electronic devices (Mp3 player, and Sony PSP), and found it to be a wonderful alternative to the Product Service Plan, even if it cost a little more.  03/11/2009, I bought a 16gb I-pod touch along with what I was told was the Product Replacement Plan.  There was no doubt in my mind as to whether to buy it or not, the Replacement Plan had served me well in the past and I felt it a worthy investment. Two of my family members as well as my girlfriend bought Ipod-Touches within a week, all buying the replacement plans as well under my suggestion. So as a recap, 4 Ipod-Touches with 4 Replacement Plans were bought.

Fast forward to two days ago when my girlfriends Ipod-touch stopped charging.  When she brought it into the Best Buy in Levittown, New York, they told her that not only did she not have a Product Replacement Plan, but was told they never sell Product Replacement Plans on Ipods (which is a lie, she's had previous Ipods under the replacement plan).  After doing some research, I found out that Best Buy had stopped selling Replacement Plans in 2008.

A few disturbing facts have now been brought to my attention:

1)  My family was sold four Service Plans under the guise of Product Replacement Plans during 3 separate shopping trips.  So either one cashier was being extremely deceptive three separate times (unlikely), or a number of different cashiers were being untruthful.  I stated a number of times that I did not want a service plan, but a Replacement Plan and no one ever said anything about the Replacement Plans no longer existing.  I explicitly stated not wanting a service pla.   How could this be misrepresented 6 or so months after a product replacement plan is no longer being sold?  It's mind-blowing.

2)  I've read that it is possible to return the service plan at a pro-rated price.  I have no interest in this option, I want what I paid for and was told I was getting.  I believe Apple's products come with a 1 year warranty, I had no need for an extra 2 years.   

3)  I'm sure there are quotas or incentives that employees must meet on service plans, and there seems to be an easy loop in the system.  One would not expect a product to break within the first year, and if it does, there is typically a manufacturer's warranty (Apple's for example).  As a result, I didn't realize I had been lied to until almost 7 months later.

I would appreciate these concerns being addressed as well as communication about the options I have available.

-Michael

[Nokia]

1. Replacement plans do still exist, and have never not existed. However, neither the touch nor the classic have ever had a replacement plan offered with them. They have always had service plans.

3. There is no quota for employees, and employees are not on commission.

[TheLexMachine]

1. It happens. Unfortunately, most employees have never been able to get things straight on PRP vs PSP when selling to customers. They are simply told to push the plans as much as possible to increase profit. The training at the store levels about what goes with what is simply not there. I know that from my +2 years working at Best Buy. I was one of the few who knew what went with what because I dealt with products from all the different departments as the resident technical know it all and had my own customer base.

2. You need an extended warranty of some kind. Don't act like a punk and say you don't need one. Unless you can fix an iPod like I can, you need one. Get it from Apple or get it from Best Buy.

3. There are incentives for making sales and there are quotas to a lesser degree even though the company does not promote such practices. Their official line is "We are not on commission."  That means nothing other than employees do not get paid per transaction. Store managers and department heads are free to institute practices of giving incentives and issuing quotas as there seems to be no official rule against it. My particular store, #269, had (and still does according to my contacts) those practices in place as did several other area stores I occasionally frequented. The area management supported those initiatives to keep the numbers up.

[mld338]

First I'd like to thank everyone for their responses so far.  It's difficult to get the facts straight with so many sources of information.  There's even discrepencies between Nokia's and TheLexMachine's post (although one may argue it's a matter of semantics). 

TheLexMachine:  I certainly didn't mean to come off as a "punk", but when it's all said and done, an extended warranty is a choice, not a neccesity.  And you are right, if I have that attitude I have to be ready to pay a premium for repairs if something does go wrong or know how to do it myself.  I do appreciate your honesty in your post though and you have definitely helped clear some of the confusion I've been having.

[Agent_Will]

Here are a few facts.  We do still offer plans that allow for replacement, mostly on smaller items (ipod nanos for example).  We have never offered them on Ipod Touches or classics and even 2 or 3 years ago from what I remembger, the regular Ipods were PSP not PRP.  Either way, you should have received a terms and conditions booklet with your purchase, and it should say "Performance Service Plan" on your receipt.

To have your device repaired you have to options:

Repair) have your ipod fixed and shipped back to the store, which takes about 2-3 weeks.

RapidExchange) Receive a refurbished Ipod drop-shipped to either you or the store (3-5 days usually)

[mld338]

Thanks Agent_Will, the facts are beginning to become clearer.  My receipt states "2 Years" and then "PSP" at the end of it, which I assume is the product service plan. 

Also, are the rapidexchange items reliable, or would you recommend getting the repairs done.

Thanks!

[Agent_Will]

It's really up to you.  I hate being without anything for an extended period of time, so the Rapid Exchange is a good program if you're that kind of person.  They are certified and usually work just like a new one.  Every now and then they'll be defective but if that's the case you still have your service plan, which carries over to it and it does count towards our no lemon policy.

[mld338]

I'm the same way, I hate having something for an extended period.  I guess as long as the service plan carries over to it then it's a good alternative.

Thanks again!