Shafted by BestBuy! I NEED ADVICE

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You seem to be missing some things about PSPs. NONE of the services on them cost BB a dime, including full product replacement. Extended warranties never do. You said it yourself that they are basically insurance. If they cost BB any money, they wouldn't be poffered. Period. They pay for themselves and more. They make so much money that even with all the cash outs and replacements, they still tend to be one of the highest margin items in the store.

I don't know about BB specifically, but I remember seeing recently that those plans average I think around 5-10% usage rate. Not to mention that often when they are used, the item is replaced with equivalent technology of the day, which is always far cheaper than the original item. Thats why they are pushed so strongly on the consumer. They are a cash cow.

Don't get me wrong, there are some items I will buy them on, namely our digital camera and video camera, but that is only because they are too easy to accidentally damage.

For basic warranty service, most electronics that are going to have problems develop them in the first 90 days to a year. Thats why most state governments mandate a minimum warranty period. Its pretty rare that a manufacturing defect (NOT a part wearing out or damage), doesn't show up in that time. Buying a PSP just for warranty service IS pretty much a waste of money.
 
Lol. I'm not a legal badass, and I never used wiki as a source. I used real lawyers, and other in-the-know people, as well as forums to get my fact. Though in retrospect, wiki probably would have been easier, i'll give you that one. However, if you need to demean me to further your point that BB is a victim of its own kindness, thats fine by me.

Those stories, true they might be, are one in a very small batch of customers. The vast, VAST, vast, majority of customers do get screwed over by PSP's because its nearly impossible to use them. The no-lemon policy is complete BS, by its own defning characteristics it contradicts what it actually is meant to do. If you actually get a lemon, you're still going to get shafted by getting a new "equal" product, which is never what they say when they sell it to you for. Fact is, the no-lemon policy is what the sales rep use to sell the stupid PSP in the first place. They are often told that if the product breaks they will replace it with a newer model if that model is not sold there anymore. Never have I ever heard them say, "yeah, if you buy this, you'll get some leftover piece of crap hardware that we cant sell because in a couple years your computer will be worthless and the hardware will likely cost the same as the PSP itself, not to mention, you will have countless repairs, almost no uptime because they will fail to fix the product, and in the end, we will still be a dime ahead because we managed to delay the use of the no-lemon clause a full year".

You make BB sound like a saint. You should work for all of those "saintly" drug companies, and while you're at it, work for those "great" HMO's. They need people to make them sound good while they make billions ruining people lives.

The courts are full of insurance companies being sued by their own customers because they chince-out on their own policies. BB is not going to ever be immune to this plague until they rid the PSP from their stores forever. Until then, everyone and anyone who has a PSP should make an active effort to ensure BB loses as much money on those policies as possible, that will be the only way to end this crap. Greed, masked by misleading marketing is what started it, so the only way to fight it is to take as much money away from the greedy bastards as possible.

Lol. there's actually a site just for people's complaints about BB? Thats hilarious, even if half are legit, that means BB is screwing people over left right and center.

BTW. I have gotten nothing but trouble when trying to get them to support anythign they claim. In canada they match and beat any price another store advertises for a product they sell by 5% (of the difference). BB is closer than memoryexpress so and they are always cheaper than BB, so I use this policy to get a better deal.

I bought a D-link DGL-4300 router at BB for the sole reason it was more expensive there than at memoryexpress, meaning I would save a few bucks by shopping at BB. So I grab the box, amid absolutely no help or input from any of the 5-10 reps doing nothing at the time, and go to the customer service desk. I tell them its 169.99 here and memoryexpress has it for 144.99. First girl says, "sorry we dont match memoryexpess because they are a distributor". I say "no, they are not, they are a store just like this one, and i've had them match prices before without an issue". She goes away, talks to who I assume is her manager. Comes back, says, "Umm, we do match prices from there, I was told we didnt from someone else, but the boss says we do". Of course i'm a bit annoyed because i literally just bought something a week before without any trouble. What she does next made my blood boil. "We will match the price but since they are a distributor we wont beat their price by 5%". "they aren't a distributor, they are a store just like this one with the same access to distributors you have. If it was a distributors price you would have had to submit the distributor a business license before they would let fill out your name. You're policy states in plain english that you match any retail store (not online) and beat the price by 5% of the difference." Then she makes me wait a solid five minutes while talking to only what I can assume is an incompetant boss. Eventually she comes back and says, "I can match the price but I'm not able to beat it by 5% of the difference".

This entire situation took a solid 45 minutes, the outcome, best buy beat the dam price by 5% of the difference, which was about 3 dollars. What was supposed to be a quick run to BB so my sister can have access to the net so she can finish her university project, took a round trip of over an hour.


Just as a side note, memoryexpress matches prices too, my 226bw was cheaper at Futureshop so I went to memoryexpress. Each clerk has his own computer, so it was just a matter of her checking futureshops price, matching it, and that was that. The clerk only asked how to match the price, not if, since she was still a trainee.

I'm going to start a thread titled "Best Buy customer service" with a ranking. Lets see what the people of toms have to say about BB customer service. Here is the link to it.
 
HAHAHAHA. I was there the week ealier with a friend who wanted advice on a mouse, I was not shopping there for myself. That point aside, I hate their PSP's, and their service, outside of the section manager, is unbelievably bad. Anyway, it saved a few bucks to go there and have them match the price of another store.
 
To the OP,
If you haven't specifically requested a no lemon you won't get one unless the cost to repair is cheaper then a replacement. Also don't just go in and say "it's overheating" or "it doesn't work". The more specific you are the more likely it will get fixed. Since you seem to know a bit about computers and have a pretty good knowledge base to draw from here try and figure out exactly whats wrong and exactly what needs to be done to fix it. Believe it or not but if you go in and say "here's the problem and here's what needs to be done to fix it" they'll probably listen. If you just say it's overheating, they're just going to re-seat the heat sink and maybe replace the fan since thats about the only fix to an overheating chip.
 
DGL-4300......I think i love you eric54! That is like one of the best routers period! No Pre-N or N BS router!

Where you from? (I'm not gay,or trying to pick you up, just curious)

PS. Yes, Best buy is great with benefits. They kepted only like 5 full-timers at my store, and had about 45 part-timers working full-time hours so they didn't have to pay benefits.

Best Buy can suck on my balls!
 
I wholly agree that PSP's in general are terrible. I had one of those PDA cell phones 4 years ago (when they cost entirely too much for their own good - I paid 500 for it) so I figured I would buy a service plan to cover my investment. Nothing happened for 9 months. It worked flawlessly and I loved it. One day, after getting it from my charger, I tried to turn it on, and nothing. I thought, "Glad I bought that service plan!" I called them from my home phone got redirected for 2 hours (I was an absolute picture of patience, honest), they said they wouldn't cover it if it just stopped working. If I would have dropped it, or flushed it down the toilet, thats fine, but they don't cover it if it just stops working.

I chalked that up as a lesson learned. Only one time I get insurance now and that is when I rent a car, it will probably still screws me in the long run, but I drive with a purpose, especially if it isn't mine!

I do sympathize with the Best buy poster with horror stories about people abusing them for things that are beyone their control. I have seen it as a customer and as an employee, and it is always frustrating. Some people (not directed to the OP, just in general) will scream their heads off and degrade others for a free lunch.

As for the OP - I would try to contact Sony if your latest efforts leave you with the same damaged machine. In your shoes, I would tell them something to the extent that the only thing hotter that has hit someone's lap was McDonalds coffee. If worse comes to worse, and say that someone from your BB has people reading your posts (which is obviously likely), they will see that you damaged your computer. So....... I wish you luck at any rate!
 
just wanted to say a few things. I do work at best buy, and Best buy didnt start offering the ADH (accident damage from handling) until january 2006. If you bought your computer in 2004 this was not offered... which is interesting. If you punched your screen because you were an immature noob who has no sense of money, thats not accidental damage from handling, even in 2006 when it was first offered. Secondly, the general manager of the store has no say in what is replaced by PSP. Best Buy uses AIG insurance for their replacements- therefore the unit MUST be sent off for them to approve a replacement.
 
Guess what? Even if Best Buy changes the PSP all the other policies are more likely grandfathered in. That would make his screen covered. Second, and this one is starting to piss me off, he didnt F#$#en break it because he's an immature angry noob, he broke it because it had several dead pixels on it, just shy of enough to get it covered by the manufacturer (which doesnt matter anyway, since he had the psp). So FOR THE RECORD, he did NOT break the screen out of anger, it was for a purpose. There have been threads of people do the exact same thing before (breaking screens to get new ones) so its nothing new, and shouldnt surprise you.

Nice try though, but you just made yourself to come across as a douchebag.

Sick of this crap,

Eric out.
 
Eric, It seems like you have some anger managemnet issues towards Best Buy and any body who defends them in any way. I also like how you just make up 'facts' to support your rants. The OP even admitted that punching his screen was immature when he made a point of saying "I was only 14 at the time". Also where did he say that the dead pixels were just shy of being covered? I like how you just made that up to make it sound like Best Buy was being overly strict in trying not to replace the screen. The real 'fact' is that the number of dead pixels per square inch required for a LCD to be covered is ridiculously high and screens almost never get close to it. It's not Best Buy's fault and the manufactures make it fairly well known. It's simply something you deal with if you own a LCD. And punching it is not how you deal with it. Even if you're trying to get a replacement punching your $3000 laptop is a stupid thing to do. You could hurt your self or even worse damage your laptop (besides the screen) in a way that wouldn't be covered. It takes very little to damage a laptop screen enough to require replacement (a little pressure in the corner with your thumb would be more then sufficient). Also another 'fact' you try to manipulate is the issue of accidental coverage. The OP did not have it and it would be 'grandfathered in'. Which means that by replacing the screen Best Buy went beyond what they were obligated to under the service plan(yes that does happen, and quiet a bit more often then you'd believe). You can't even remember your own 'facts' from a few post above. You post a couple paragraphs about buying a router at Best Buy and even point to past shopping experiences there. Then two post later you claim to have only been there with a friend. And where did you get that 5% price match policy? Best Buy simply matches competitor prices, but doesn't give an additional 5% off. If you're getting that then it sounds like Best Buy is being pretty generous to you.
 
When best buy changes a psp policy, the psp that you purchased is the one that you have. I'm just saying that Best Buy DID NOT cover accidental damage until Jan 1st, 2006. Before this, it was just your piece of plastic/ metal if you dropped it. Usually if pixels die, it is within a couple weeks of your purchase, in which time you are also in your return period- so you could just bring it back for a new one. I'v never seen a monitor lose a pixel after a few weeks of being purchased- and if it does they are often just stuck and there are many ways of fixing that yourself.
 
Best Buy, when it came to Canada, adopted its little brother's (Futureshop) policy of not only matching any competitor’s price but beating it by 5% of the difference. So, if someone else had x product for 100.00 and Best Buy has it for 150.00, they will match the 100.00 price and subtract an additional 2.50. That is its policy in Canada. Anybody who lives in Canada can verify that. I don't have anger management issues, and certainly not towards Best Buy. It has been my experience that PSP's are a complete rip-off and fall under the same category as Bank and insurance companies, both of which, I do hate, with great passion. When someone sells a product that is designed not to be used and when people try to use it, get a huge hassle, I have a problem with it. I've purchased a PSP for a minidisc player, which over time stopped working, I took it in to get fixed and they said something along the lines of the PSP doesn’t go into effect until the 1 year manufacturers warranty expires. No problem, I waited the two weeks, came back, and they said I had to GO to the warehouse where they sent their repairs. So I go to said warehouse, he tells me that he can't repair it because only Futureshop can send products to him. So I go back to Futureshop, get a manager, and finally the bastards take my broken minidisc player for repair. Well, about 20 days later, I call them and they inform me that it has been sitting around for about a week. When I finally come to pick it up they tell me that it wasn’t repaired because it "looked to be damaged by me". Now, tell me how a bent the battery flap cover makes the minidisc player unable to read minidiscs? The only damage on the unit was abrasion from my jeans, nothing that was outside of the norm. The whole scenario took well over a month; I paid 129.99 for the PSP and got absolutely NOTHING from it. Just so you know, the minidisc player was 600.00 new, and didn’t even last a year, so suffice to say, I absolutely despise PSP's. Worst of all, Sony's warranty was actually better than the PSP I bought, but as they told me, I had to go through Futureshop because of the PSP. I know some of this doesn’t add up, so some blame goes towards the employee's there, however, it was their reluctance to honor the PSP that exhibits my point.

The real issue isn't whether he abused the policy he purchased, but whether or not Best Buy is actively trying to get out of replacing the OP's laptop. Anything they have done in the past is irrelevant. If Best Buy doesn't grandfather accidental damage than yes, Best Buy made some effort to appease their customer. Since nobody has proven otherwise, I stand on my conclusion since it's the only logical reason they would fix it.

The OP explains later that he only broke the screen after he found out it was the only way to get a new screen. Given he was "only 14" at the time, he probably took more enjoyment out of breaking it than he should have, or maybe, it was the entire action itself that he chalks up to being young and naive. I'm just tired of people accusing him of breaking the screen in some kind of petty childish rant.

It was these forums that recommended to other people in the same boat to break their monitors to get a new one. So it anything, we all share the guilt on that one.

Point and case. Best Buy screws person X buy selling PSP to them, said person then screws Best Buy over, end result? Justice.
 
I talk to people who benefit from psp's every day. The way it works it it isnt an extension of the manufacturer's warranty, therefore theres not "waiting" until a year is up for anything. In fact, if the product is replaced within a year, you dont even have to get a new psp. I had an emachines laptop thats was 1500 in 2004 and in late 2005 i had my 4th hardware problem and I sent it off and they found the issue so they were going to fix it and send it back and they called me and i was like "no, thats the 4th hardware problem I want a new one", and they did just that and I got a very nice upgrade. The only reason I had a problem was that one of my repairs was sent out under a wrong Serial number but they found that and sent the proof in and i got a new machine. I help people every day get a very nice upgrade since there really isnt anything "comparable" to stuff thats a few years old. It is a gamble, yes, but especially on laptops i think its worth it. If nothing else, Best Buy will order you a battery when yours wears out- and those aren't cheap.
 
Just to make it clear Accidental Damage coverage would not be grandfathered in. It's something you have to pay extra for(as I did when I purchased my laptop there last fall). The original PSP wasn't changed just a new one is also offered. Eric and the OP are classic examples of how Best Buy's PSPs get a bad rap for no good reason. The OP seems to have benifited greatly from his PSP. He got a new screen and his AV jack fixed, neither of which would be considered defects or flaws in the machine. The screen was broken by the customer and a loose jack is normal wear and tear. So now that his laptop is having problems and Best Buy is trying to help him out he's screeming "I got shafted!". What about the $1000+ in repairs you've already recieved?
Then to Erics PSP experience. Just curious as to when you paid $600 for your minidisc player at Future Shop? Best Buy didn't buy Future shop until late 2001. Also remember many of Future Shops policys carried over for a while even after Best Buy took over (like you getting 5%). Be careful to distinguish who you're bashing. If your talking about Future Shop, then say Future Shop. We're all smart enough to know who owns them, but there are differences between the two. For example I work at a Best Buy in upstate NY and we have problems trying to service products under FutureShop PSPs. As somebody who claims to be a business student you should understand that two branches of the same company in different countrys are different.
 
"if we make it they will buy it no matter what"
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They did quote in the press in the US something along the lines "If the PS3 was a cradboard box with the Sony badge on it people would still buy it"

Sony arrogance makes my blood boil
 
err maybe you are talking about something else in this post but by PSP we mean Performance Service Plan. On another note, I do hate Sony particularly because they are always trying to make new DRM so I cant actually do whatever I want with anything that I buy with their name on it... so I just dont buy overpriced sony stuff.
 
Just to make it clear Accidental Damage coverage would not be grandfathered in. It's something you have to pay extra for(as I did when I purchased my laptop there last fall). The original PSP wasn't changed just a new one is also offered. Eric and the OP are classic examples of how Best Buy's PSPs get a bad rap for no good reason. The OP seems to have benifited greatly from his PSP. He got a new screen and his AV jack fixed, neither of which would be considered defects or flaws in the machine. The screen was broken by the customer and a loose jack is normal wear and tear. So now that his laptop is having problems and Best Buy is trying to help him out he's screeming "I got shafted!". What about the $1000+ in repairs you've already recieved?
Then to Erics PSP experience. Just curious as to when you paid $600 for your minidisc player at Future Shop? Best Buy didn't buy Future shop until late 2001. Also remember many of Future Shops policys carried over for a while even after Best Buy took over (like you getting 5%). Be careful to distinguish who you're bashing. If your talking about Future Shop, then say Future Shop. We're all smart enough to know who owns them, but there are differences between the two. For example I work at a Best Buy in upstate NY and we have problems trying to service products under FutureShop PSPs. As somebody who claims to be a business student you should understand that two branches of the same company in different countrys are different.
Click to expand...

Just because I said I was 14 does not mean i was immature, it just means that the stores did not take me seriously so i handled the issue myself myself, and for the av jack it is covered by any psp plan because it is considered a wear and tear issue. Oh and woah they spent "$1000" on my laptops repair, my psp plan cost me almost $400 and you don't want to know how much crap my parents have bought in their store so i am pretty sure that the $1000 is more like 0 dollars. And as for shafted by best buy i don't scream that in the store i used it as a thread title because it attracts attention and i need advice, as for my current status my laptop is still in repair (taking awhile so i guess they are replacing the mobo).
 
Having worked for best buy in the past and owning a vaio laptop I feel your frustration. Get some compressed air and try cleaning all the dust out of the computer as possible. That ceased the overheating and shutting off for me, 80% of the time, it works every time.
 
Ok, the final update about my laptop is a happy ending 😀 .
Today i was left a message on my house phone saying that my computer was thrown out (junkout) and that they would replace it at the store. I went to the store and the guy that i have been talking to from geek squad through out this entire situation (an asshole ) told me that i could get a computer but it had to be equal specs and sent me over to customer service. At customer service the computer salesman was called over and luckily their where only two laptops with 17" lcd screens and he hooked me up with the best laptop they had in store that was $2800, finally i also got a docking station because my old laptop included one that was $250. So i walked out of the store with $3050 worth of merchandise and a smile on my face. Also i didn't have to be an dick like mr. geek squad. Only problem is, I have to rebuy a psp plan ($450) because my old one is considered fulfilled, but i think i walked out with a fair deal so thanks to everyone who gave me advice and the salesman at bestbuy (if your reading this) :lol: .
 
Grats! Too bad it took soo much effort.


Quick BestBuy regarding the same deal:
Took in $500 Yamaha receiver for repairs to volume control.
Repair center lost the little 1$ plastic dust cover.
'P'est buy told me to replace it myself and bring them a bill
I said no and contacted Best Buy Corp.
They said the would not replace the dust cover because it was not worth their time.
They gave me a new receiver of equal value and i paid the difference to get the best one they had. (this was 3.5 years after I purchased the 4 year service plan).


The instore manager was VERY angry at BB corp. Funny over all and they were even more angered that I again purchased the extended warranty.
 
Grats on getting your situation resolved in such a positive manner. I work for the Geek Squad also and don't know why the guy you spoke to was such a dick, but I guess thats just the way some people are whether they be employees or customers. I cant speek for every Best Buy but I know where I work if a product is replaced under PSP you get the price you paid towards a new item. The term 'technology equivilant' does not mean that you only get a replacement as good as what you originally had. It means that you can only replace a laptop with another(only 1) laptop. You can't for example say "well I have $3000 to spend so I'll spend $1000 on a new laptop and $2000 on a TV". The reason it's worded the way it is, is because sometimes something being replaced is far more expensive then the most expensive replacement. It happens a lot with LCD monitors where somebody spent $600 a couple years ago for a 20" but now can get a 24" for $400, they don't get the $200 difference towards anything else(including a new PSP). As far as Best Buy is concerned they want you to get the most expensive replacement. The exchange doesn't hurt the store, but the more expensive replacement you get the more you'll spend on a new PSP. Anyways glad to hear everything worked out for you and I just wonder whether you'll unjoin the Best Buy haters club?
 
Yea, I think ill take it off for now :wink: I'm thinking about rebuying the three year psp this week with the accidental damage included, seems like a good idea due to my previous experience and the fact that laptops are pretty pricey to fix (even if done by yourself).

Btw... this dock (xb3000) is freaking sweet, keeps my laptop very cool and comes with some quality altec lansing speakers built in only problem is, the thing with my laptop is like 25 pounds :lol: it hurts my legs :!:
 
I have a very large foot to remove from my mouth. I suspect it will come with some humble pie and plenty of salt. Glad to hear everything worked out! It's good to see that Best Buy was able to do so much for you. And off the record, my name is no longer on the bestbuy haters club.
 
I cannot believe i read this whole and i mean whole thread. every word. kinda like a really short book. lx_flier Im glad u got a new laptop. im sure any new laptop weighing 25 lbs is an absolute tank of a laptop, more like a desktop replacement. anyway good story.
 
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