The events happened on 9/12/2011. My claim is based on the following facts:
We purchased a Nikon DSLR camera on 1/28/11 and a 3 year warranty for a total of $1,850.87. The camera is covered under Nikon Manufacturer's warranty for 1 year from the time of purchase, and the Best Buy Warranty was never utilized. On 9/12/2011 we took the camera in for some electrical malfunction problems. The Geek Squad employees casually stated that they would probably not be able to fix it and I would probably come in a new camera. The camera was sent back to Best Buy and returned on 10/3/2011 stating for us to charge the battery. I went into Best Buy on 10/4/2011 to ask if there was any way I could just exchange the camera because it was obviously not fixed. The Geek Squad employee talked to his manager and came back and said it had to go out one more time before they could do anything for me "in store" and asked for me to bring it back in with a battery so that he could confirm the problem.
It went back to Best Buy on 10/5/2011 and we were then asked to include a lens and a battery because they could not diagnose the problem there at the repair facility, refusing to send a lens we sent a battery and it returned 10/26/201. In the mean time we called Nikon about their manufacturer's warranty after being told by a Best Buy representative that if the camera was to be junked out it would ultimately be up to Nikon to authorize that. Nikon stated that Precision Camera (the place the camera was sent to 3 times to be repaired) was not authorized to work on DSLR's and were their authorized place for simpler camera's such as point and shoots. Nikon also stated that since the camera was still under their manufacturer's warranty it should be sent there and would be repaired and returned at no cost since the camera was not neglected in any way. My previous experience with Nikon validates that response.
On 11/10/11 the camera returned to Best Buy yet again for the same issue but was never returned to us and was "junked out" upon our request because they obviously could not repair the camera and I needed it to be reliable as any professional photographer and client would expect. We were finally eligible for a replacement and were notified on the Best Buy forums. We went into Best Buy on 11/22/11 a few days after being notified to order a new camera of the same model. We spent an hour and a half there and were told that the camera would arrive in about a week.
On 11/26/11 I received an email stating that the order did not go through and to reorder the item. However after a few hours on the phone with different people we finally tried to see if we could even order the camera. It was now out of stock. However no one from Best Buy would tell us, we fi gured it out on bestbuy.com , we called Nikon to confirm and they stated that the camera was available from Adorama and was not out of stock. We still have not reached a resolution after several months and many attempts of different communication efforts and several people within Best Buy including talking to several employees, managers, 1800BESTBUY, a few people who "could not say" who they were or how to contact them again, Precision Camera, and Best Buy online forums.
On 1/13/2012 we received a check for $1,501.14 which is not even the total for the camera itself. Since none of this would have happened without the purchase of Best Buy's warranty and the complete run around that we were given since September we are asking for our purchase price back in full. Which leaves a remaining balance of $348.73.
We have exhausted all possible option other than court. This has caused lost wages and the cost of rentals, not to mention all the months of trying to resolve this issue.