In November, my mother got me a Kindle at Best Buy. The cashier asked if we wanted an extended warranty. I asked what it covered. She told us about the one warranty that covers accidental damage during the first year — we declined that one (if I'm stupid enough to break, that's my fault!).
She then said the next warranty plan would extend the manufacturer's warranty to 2 years. To clarify, I asked if that means 13 months after buying the Kindle, if it just stops working, Best Buy will cover it. She said yes — if the manufacturer's warranty is expired, Best Buy would either repair or replace the device. Based on this, we got the warranty.
Well, here it is apx 1 year, 6 mos & 1 week since I got the Kindle, and it stops working. So I go to Best Buy. Guess what? What had actually been bought was to cover accidental damage during the first year. I called the customer service number where Dominique (the operator who answered my call) kept explaining the coverage on the Kindle. I let her know I understand what the records show—
My issue is that is NOT what was verbally agreed to (and no, we don't have the original paperwork— my mother is 72— once a purchase clears her bank or credit card, she shreds the receipts). I was pretty much told there is NOTHING she can do, however, I can call the store manager & see if he'll work with me! Really?!?! The store's answer was I could go buy another one! My response was if I have to spend money on another device, it most certainly will NOT be at Best Buy!
Maybe I'm wrong on this one, but I seem to recall Best Buy closing stores due to some financial problems. If so, do think anyone higher up the corporate ladder might have figured out poor customer service has a serious impact on the bottom line? I will NEVER spend any money at Best Buy again!
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