December of 2002 i was given a Sony Clie as a gift. My mother was "sold" a 2yr "protection" plan and was told... "if anything goes wrong, we'll replace it". October 11th of 2004 the clie decided it had had enough of my memory card and decided it wanted to display a Fatal Exception Error any time i put the card in. This had never happened before.
I brought the Clie in the Best Buy happy that i had a service plan. I found out that Sony has discontinued the Clie. However, Best Buy said their system said to send it in for repair. I asked them to make sure they do NOT just reset and wipe the system as i had already tried that. They told me to check back in 2 wks. I called them and was told it was at Sony and to check back in a week. So now 3 weeks later i finally got my clie back. I turned it on...a lo and behold...they had wiped the entire system and nothing was on it.
I mentioned this to the tech and they said to go home, hotsynch it and then see if it works. If it doesn't...they will see what they can do for me. I did just that and...Fatal Exception Error when i put my memory card in. Back to square 1. I called them back and was told i could bring it back in again for repair. I said that did not make much sense as they were not able to fix it the first time. This is when i was informed of their "NO LEMON" policy.
Apparently they put into their plan that they have 3 chances to fix your item and if after that it breaks a 4th time, they will replace it. I thought this was odd and asked to speak to the manager. He was out and i was told to call back the next day. In the meantime, i talked to my mother and asked if she knew about the Lemon policy. She was not aware and in fact remembered what the sales person said to her (If it breaks...we will replace it).
So I called the manager the next day to talk to him about the situation. He re-iterated that there was "nothing" he could do and that they would have to send it out again. I asked him an important question - if we send this out 3 times at 3 weeks per instance - the "final" 4th time would be after the date of my plan expiration 12-10-04. I asked him if i would still be covered since i started this insane process prior to expiration. He told me that NO - they would not replace if the 4th repair was after the expiration date. He did inform me that i could buy an extension to the plan...however, that would put the repair counter back to 1. So his solution was for me to be without my clie for 9 weeks, purchase an extention and then be without it for another 9 weeks before they would replace it. Makes sense to me - 18 weeks of inconvenience before they honor their "plan.
Bottom line reason why i am writing this report is to point out the completely idiotic nature of their "plan" and to suggest to ALL CONSUMERS - DO NOT BUY BEST BUYS SERVICE/PERFORMANCE PLAN!!!
It is a WASTE OF MONEY and a SCAM!!!
They have lost my business and anyone else i can tell my story to!!!!