My Tivo Series 2 DVR would not reboot anymore. Would only welcome me but not perform. I returned the Tivo to my nearest Best Buy store with my PSP agreement. I read the agreement thoroughly before entering the store and knew what the options were. Since the Tivo was bought over a year ago, it was no longer under the Manufacturer's warranty.
I confronted the first Repair representative who did not know what to do at all. After about 5 minutes of confusion, I was told to retrieve a new Tivo from the floor and go to Service side of the counter. I returned with the Tivo, but was surprised that the regular Series 2 was discontinued and they only now carry the "Dual Drive" Tivos. When it was my turn, the Service representative, lets call her Claire, told me that it would be an additional $55.00. I told Claire that this is not acceptable.
Claire told me that they do not have the equivalent unit and the difference between what I paid originally and the new unit had to be made up by me. I told her that the contract has a number of option for reconciliation, but me paying extra for the closest equivalent unit was not one of them. Please show me in the contract where it states this. 5 minutes later Claire points to the Limits of liability section which says that they have 4 options: Pay for the repair, repair it, return my money, or exchange for equivalent. I pointed out that me paying more was not one of those options.
Any of those 4 options were acceptable to me, the problem was that Best Buy decided that there is a new 5th option since there is no longer a equivalent unit made.
When Claire told me that my choices were either to keep my broken unit or pay the money I asked to see her supervisor, Let's say her name is Jill. Jill told me that they were being extra nice since they could of Pro-rated my original purchase price and then I would be really screwed. "Pro rating" is not in the PSP agreement, but I became concerned anyway - Jill was good. After about 10 more minutes of nonsence and being told that I have not choice, she then sweetened the deal by splitting the difference. I would only need to pay $30.0 extra. I went for the deal.
Reviewing the PSP and realizing that all she did was discount the new Tivo by a $25.00 gift card that comes with new Tivo purchases. The $55.00 would of been an overcharge of the difference. I regret taking the offer and still have the sealed box that I may decide to return if I have renewed energy. Additionally I could not stomach buying anything more there and just dropped $1200 on a new TV at Circuit City instead.
In most cases technology improves, and Best Buy makes a killing by replacing the item with a cheaper equivalent.in this case and beyond my control, the equivalent technology was not available anymore. So Best Buy just has to change the rules and do what they want to compensate.
So the next time the clerk at the check-out says that you should buy a "no hassle" PSP for your purchase, just tell them "No thank you I do not feel like being ripped off today"
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