09-24-2019 03:23 PM
I have just purchased a new flat scren television (Vizio) with a one year manufactuer warranty on parts and labor. As I completed my purchase I read the offer for an EXTENDED 2 year warranty from Best Buy. It seemed reasonable and I added it to my purchase. Now I receive an email that the EXTENDED warranty will begin immediately and expire in two years. What part of EXTENDED didn't I get. Your ad states it begins after the manufactuer warranty when you pitch it at checkout. It is only a one year extension according to the your email. A very pleasant phone rep acknowledged that there is OFTEN customer confusion about this, yet you haven't corrected the misrepresentation. That's a cheap shot from a major retailer that does not inspire return patronage. I have used Best Buy and Geek Squad for years for computer sales and service and now must rethink that.
09-25-2019 12:25 PM
09-25-2019 01:38 PM
I disagree with your reasoning about dual coverage.
Best Buy is listed as an authorized Vizio repair center. They can do the work under the manufactuer warranty during the first year, which it covers. That's why I believe their extended warranty is misrepresented.
09-29-2019 02:12 PM
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That's a great question and I would be happy to clear up any confusion about our Geek Squad Protection (GSP) plans. As @nickhammond and the Agent that you had spoken with over the phone had stated, our GSP plans do enhance and extend the warranty included by the manufacturer, as well as add additional benefits just as in-home service for TV's over 32".
Because of these additions that the manufacturer warranty would not include or cover, this is why our GSP plans start from the first day you take ownership of the TV, instead of when the manufacturer warranty expires. This helps alleviate any gaps in coverage to ensure that our clients have peace of mind with their technology.
While Best Buy is authorized by Vizio to service their products, this do not always mean that we are able to fulfill any repairs under the manufacturer's warranty. Each manufacturer has their own process for servicing and/or replacing their products under their warranty.
I fully realize that you may have already heard some or all of this information during your chat with us over the phone, however, I did want the opportunity to address your post and answer any outstanding questions you may have.
Lastly, I did want to include a link to the Terms & Conditions for our Geek Squad Protection plans for your records in case you ever wish to review them.
Please let me know if you have any further questions, I'm happy to help in any way that I can.
All the best,
10-02-2019 07:04 AM
10-03-2019 05:00 PM
Thanks for taking the time to share your perspective with us. We always hope that we make the terms and conditions of our service plans, such as Geek Squad Protection and Total Tech Support, as clear as possible. While our service plans are not extended warranties, we do offer them as an option for our customers looking for alternative support outside of their manufacturer warranty. If you ultimately determine that you no longer wish to be covered by a Geek Squad Protection, you can receive a pro-rated refund for the remainder of your plan by calling our Billing & Renewals team (800) 433-5778 and cancelling your service. If there are any specific ideas that you have in regard to changes you would like to see to the offer page, please share them with us at Best Buy IdeaX. We would love to see more details on the changes you would like to see made!