Don't believe everything that Best Buy tells you.
The no. 1 villian is the Sales Manager. Guys helping you are non Comissioned, hourly employees who don't profit from the sale in any way. Do not talk to a Dept. Manager when you are buying stuff. THEY get incentive to sell Performance Plans (PP), or Product Replacement Plans (PRP).
Performance plans are the real thing. Keep your original receipt, and 90% of the time you won't have a problem. If you buy open box, DO buy the plan. Do NOT rely on the maufactuer's warranty. Best Buy is better than Circuit City on items covered for damaged and repair exchanges, AND the plans are cheaper.
Salespeople may offer the plan at the time of purchase, or even refer to it as only at the time of purchase. But as long as you have the original receipt, you can buy it at ANY time. Prorated of course, and prior to product damage. It can be bought, or refunded at any time (prorated) if purchased.
Sometimes on an exchange, they may not offer you a product of equal or lesser value. They may even say it's out of stock. This is due to the fact that they want to reserve in-store items for people who will buy it with the PP. Always insist to see the inventory screen, or a STRL, so you can see stock at all stores in the region. Go to that store. Calling another store is futile. We usually lie on the phone about availability, because many stores redirect customers who DON'T intend on buying the PP to other locations.
In fact, before making a return, leave it in the car, and pretend to be a potential buyer, declaring you want the full PP. Locate and hold the item, BEFORE letting them know it's gonna be an exchange.
Mention the full service plan and you will be treated well. Lie to them all the way up to the register. It makes the difference between getting the product, or having a sales person say "The scren says 1, but I can't find it." And they won't find it, and will be backed up by the sales manager on this one.
Customers are pre-qulified on wheather they will purchase the PP or not. It really does determine "service" and product "availability". Simply refuse to buy it, once at the register. Many sales mgrs try to give a disount, or additional savings on open box items with purchase of the PP. Take it. Buy it. And then if you don't want it, return the plan while standing at the cashier.
Sales people on the floor are harassed everyday about selling PP, or PRPs. We DON'T profit from them in any way. But if we don't sell them, we get less hours, and are basically 'nudged' out of a job in various ways, indirectly. Reason is, Dept Mgr, Sups, and GM are all influenced by sales, esp. PPs and PRPs. So if you bitch, take it to the GM, because the Sales MGR will not budge.
Hope this helps.
Tony
Houston, Texas
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