Best Buy Stores Refused to honor protection service plan for laptop springfield, Pennsylvania

..they would prefer to not piss people off. But there is no logical reason they would replace a 6 year old laptop with a cracked screen just because the customer says "he/she told me it was covered". The thought is ludicrous to be honest. It does not matter where you shop...if you want accidental damage coverage you need to purchase it. If you want a service plan you need to purchase it. Both the plans are actually a very good bargain or "cheap insurance" if you will but no one is forced to take it..just offered it and if the sales person is not a moron should be able to explain the benefits without having to lie. 

Then again there are some people who have what is known as "selective hearing"..in other words the associate explains both plans and the customer chooses the cheapest option but because they "heard" the benefits of both plans so this is what they want to believe they purchased and never bother to read the terms the associate MUST give to the customer at Best Buy...since the point of sale process can NOT be complete until the customer selects that they received the terms, and even have the option to have it emailed now.

As far as any extensions that are offered in the future the same facts hold true. Read it and then decide if you want it. If you do not think it is a good value in the words of Nancy Reagan..just say no.

..but be careful not to crack it after 6 years and expect them to replace it for free and then blame them because you thought you had coverage you did not.

From BBY protection plan terms:

"Optional Coverage: The following optional coverages are available for certain products:

a. Accidental Damage From Handling Coverage (ADH)

ADH Coverage is only available for the following products: notebook computers, digital cameras, subscription based mobile phones, digital camcorders and portable DVD players.

If you purchase ADH Coverage, this Plan will provide you with the coverages listed in the Coverage section and ADH Coverage.

ADH Coverage will provide coverage for parts and labor costs to repair your product as a result of damage to your product that is the result of an unexpected and unintentional external event, such as drops and spills, that arise from your normal daily usage of the product as the manufacturer intended.

If your product receives two (2) repairs as the result of cracked screens or has been replaced pursuant to this ADH Coverage provision, this Plan has been fulfilled in its entirety.

ADH Coverage expires one (1), two (2),three (3), or four (4) year from the original product purchase date as stated on your purchase receipt.""

Whether under the prior "PSP" or the current GSBTPP, if you had ADH (above) it would have been either on your receipt or the renewal paperwork.  Absense of this, what ANYONE "SAID" is sales speak, and usually filled with nonsense.  Now I hate to inform you that you are one of the 20-30% who listen to anything a retail salesperson says.   OK, that doesn't help you here.

The gift card is just an accomodation to shut you up.  Best Buy is standing firm.  If you DID have accidental damage coverage, the credit would have been larger, period. 

We have seen over many like circumstances, BBY stays firm on their policies and doesn't care about pissing off anyone or having a social media squabble. 

Unless you can have the ADH clause in your renewal PAPERWORK, take your losses and move on.   Shop Amazon or warehouse clubs.

http://www.geeksquad.com/protection-plans/black-tie-protection/computing-black-tie-protection.aspx
Just wanted to thank you all for your responses. It is definitely good to hear from other consumers and their opinions. I have posted the link to their website where it states the terms of the plan i had advanced plan with accidental. I was told to contact best buy by the phone number they listed under Renewable plans to get the details. And i should have demanded a copy in writing. I will definitely use this as a example when purchasing other products and plans. I will never purchase from best buy again for myself. But on a lighter note i found a great deal for a new laptop bundle with printer, laptop 15'6, flash drive, and carrying case for 339.00 at walmart. Again thank you!

The screen shot i uploaded is what best buy sent me after i questioned about the details of my plan. It does include the information for the plan i had! I had the protection plan with accidental coverage. When i renewed my plan the same coverage should have been in effect unless it was stated otherwise. And the form i received as i recall did not mention anything about changes in the plan.

To the other responses yes from now on i will definitely ensure i get everything in writing when buying service plans like this one. But it also says on the screenshot to call for details which i did and was told otherwise. But yes lesson is to get everything in writing.

You did not respond to Ashley's statement that your own screenshot clearly states that accidental damage is not covered. In case you missed it:

"General Exclusions: This Plan does not cover repairs due to damage caused by accidental damage"

"I renewed my plan in 2010 which Best Buy is saying does not include accidental."

Post screen shots of the original policy (that addresses accidental damage) and documentation that proves you renewed that agreement under the same terms. If you provide that info, you have a valid case. If not, then you agreed to the new terms.

Often these plans have clauses that they do not have to fix the item in question if the repairs will cost more than the item is worth. It doesn't matter that you paid $600 for the laptop 6 years ago, its not worth that now. The $50 giftcard likely represents what your laptop is valued at today. They are likely correct that they cannot repair the laptop screen, its very likely that your screen is not manufactured anymore. Either way, when you renewed you should have read the information they sent you. Unless you are in the habit of buying policies without getting the paperwork. EIther way, the lesson to be learned here is get things in writing. If they verbally tell you that accidental damage is covered then ask for it in writing. Even *if* they did cover you for accidental damage, they would still not be obligated to fix it if the repairs would cost more than the laptop. Take your $50 and be thankful they got you something.

This is what I think...

Is the plan offered by them a rip off? Yes. An offer for what their fault is appropriate? No. So the corporation got you this time...

However, one thing that you would have to take as a lesson is that you did not attempt to get the renewal plan in writing. They may not want to send any renewal plan unless the customer request (and could be multiple times). It is too late when things happened and now the contract said it is not covered. Hope your report would keep people from the similar situation (including to buy an insurance plan --> a gambling that you will always lose to me).

Okay I think I got it.  You appear to be mixing a couple of issues.

It appears that when you originally bought your Laptop you seem to feel that it included some sort of Accidental Coverage.  But that coverage basically ended.

It then appears that you assumed that the renewal included that same coverage.  This is where your problem is, you need to go off of what is in writing and not just assume.  I doubt you just got a postcard with 2 checkboxes, and that there was additional information in what you got.  Perhaps guiding you to a website where you could print out the terms.  I really have no idea but I can not see them opening themselves up to this without some "fine print".  If you can find in your original agreement you bought that it covers your damage, and in the renewal documentation that ALL of your benefits are extended you may have a valid claim.  But your claim that they didn't tell you that it did not cover accidental damage is not really going to get you anywhere.

As for them covering it if it is too old for repair.  If I recall correctly in the case they can't repair it they will give you credit toward a new laptop based on the price you paid.  So you would have a credit IF the repair would have been covered under this plan. 

is available at this website.

Just type in 502469 at this site and it appears as 'Consumer Comment #34' at Ripoff Report #502469.

Thank You

Customers receive a renewal notice via mail and/or email at the conclusion of their original Geek Squad Black Tie Protection plan. Once this notice is received, you can call 1-800-GEEKSQUAD to renew your existing coverage. One-year term extensions and longer, in some cases are available on most products. These plans are not sold at Best Buy stores.

*if you renew existing coverage (protection/accidental) then why am i being told i dont have accidental? My existing coverage was protection and accidental.

I dont think you have read my entire complaint because you havent grasped one word i have said. Its okay you may not have ever had this type of problem before where you paid money for a service that was not honored. The fact that she offered me something which was a 50.00 giftcard is like she offered me poop on a plate you might as well say. If i paid almost 200.00 for my protection/accidental plan to be carried over for the next three years she should have honored my plan. What is a 50.00 goftcard to me if i paid 600.00 for my laptop and 350.00 for my plan with protection and accidental? They shouldnt sell renewal plans for products they think or consider too old for repairs. My laptop was old yes but did it function fully yes. Not until my screen got cracked is when i could not use my laptop. It was covered they know it they just dont want to pay up.

No i was not ok with the screen being cracked. The issue is that when i initially purchased my laptop in 2007 i also purchased a protection plan with accidental coverage because i wanted to be covered fully. I renewed my plan in 2010 which Best Buy is saying does not include accidental. I never received anything in writing that my renewal would not carry over the accidental coverage. So my issue is that i renewed my plan that was protection and accidental and they are telling me its not. The other issue is the associate told me my laptop model is soo old the repairs would most likely not be possible. So now im being told my computer is too old to get any repairs. So im fraustrated with the fact that they sold me a renewal plan in 2010 for a laptop i bought in 2007 knowing they wont have the pieces or means to fix my laptop. But the main issue is them telling me my rebewal doesnt cover accidental when i originally had accidental on my plan. If the details of my plan changed when i got the renewal i should have gotten something in writing about that. Its really crazy that these people sell you anything but then dont want to do the repairs because it will cost them money. I was scammed thats just the the end of the story. I just wont ever purchase from them again. Learned my lesson.

That "she" offered you something? How is that a scam or a ripoff?  You can simply choose to say "yes" or "no" I would hope?

So you were okay with the cracked screen.  With that out of they way what is it that was covered in the plan that they did not honor?

No she was telling me the lowest price of their current laptop in their ad. It wasnt a discount for just me. She was basically telling me my laptop is old and maybe its time for a new one. My concern is why sell a consumer a renewal plan in 2010 for laptop i purchased in 2007 if you knew it wouldnt be possible to make necessary repairs.

That screenshot of teh terms and conditions clearly states that it does not cover accidental or intention damage. Never believe what you are verbally told, all that matters is whats in writing. If they told you that over the phone, demand it in writing.

 If you had an accidental damage plan that screen crack should have been covered. 

Now granted they do not consider dropping it off the empire state building or running it over 3 times or throwing it across the room at your spouse an "accident"...what does it say in the plan they gave you that you paid for is covered?  Do you have an accidental damage plan or a protection/service plan? Or both? 

Is the $349 a discounted price that they are offering you?  If it is what is the actual price, that is how much are they discounting the price.  If it is a significant discount you may want to seriously consider the offer, especially if they are also giving you a $50 Gift Card back.

The basic reason is that your Laptop is 6 years old.  You are approaching to put it bluntly the "danger zone" in terms of how much longer it will last, especially the way you describe it.   Yes you would have "protection" through 2013 but that does not cover any inconvenience if more things start to fail.  No matter what happens I hope you have a good backup plan in effect so that when it does go you don't loose your data.