This is a letter I sent to Best Buy:
RODNEY SHERROD
20778 E44TH AVE
DENVER, CO, 80249
BEST BUY CO.inC.
PERFORMANCE SERVICE PLAN
ATTN: Consumer Relations
Case: 156-4604
7075 Flying Cloud Dr.
Eden Prairie, MN, 55344
BEST BUY CO.inC.
PERFORMANCE SERVICE PLAN
ATTN: Consumer Relations
Case: 156-4604
7075 Flying Cloud Dr.
Eden Prairie, MN, 55344
Dear Best Buy,
I am very displeased with the service that I received from your Westminster store in Colorado. I found out that your three-service contract on laptop computers was only valid for two years. I went to one of your Best Buy stores to get a glitch fixed in my laptop on the 7th of January, on the 3rd of February, I hadn't heard from the service center, so, I stopped by the store.
The service rep.informed me that they couldn't work on the computer because it was under Sony's warranty for he first year and they couldn't touch it, If the computer needed any service I would have to send it to Sony's service center in San Diego, the first year Ca. I figure that since the computer was under Best Buy's service plan that they would pack and send the unit to Sony. I was surprised to find out that they could not do that either. So, I asked why did you sell me a warranty for three years that I would not be able to use until the first warranty with Sony was complete. No answer.
The manager at this store did offer to comp. Me the first year, but I decide to take to the store in Westminster, Colorado, where I bought it. I spoke to three assistant. Managers and a service rep.By the name of Shawn. Shawn informed me that Best Buy's warranty was valid and that service would be rendered. He called Sony and found out different. Shawn told me the same thing that the other store did, that there was nothing they could do and that I would have to pack up the computer myself and send it to Sony. I asked to speak to the manager of the store. I was given another assistant manager. He told me there was nothing the store could do.
I called Sony to verify the service warranty with them, and they did state that under their service warranty Best Buy could not render service within that first year, and that Best Buy knew this!
I called the Westminster, CO Best Buy store #209 to speak to the manager, I was put on hold four time, hung up on twice and it wasn't until I called your Consumer Relation in Minneapolis, MN was I able to get any service. I spoke to J.C., a consumer relation rep. Who called the Westminster store and for the first time in three day, I got to speak to the store manager. The store manager, John Jackson was more than willing to help me after a brief conversation with J.C. The store offered to ship the computer at no cost to me as soon as I could get to the store.
I choose to cancel my three - year service plan at this time and receive my 219.99-cent back. I will work out a deal with Sony for an extended warranty package direct, since they are the only ones that can work on the computer, anyway. The details for my refund have already been work out with the Consumer Relations Rep. Case No# is 156-4604. I have enclosed a copy of my service agreement and receipt. I expect there will be no problems in obtaining my refund.
This is Best Buy's responds:
The Best Buy corporate office received the? Request? To, reimbursement of your Performance Service Plan (PSP). Before we can accommodate your request, however, you will need to provide us with the original validated PSP brochure.
Please note that Best Buy cannot accept a copy of the PSP brochure as a substitute for the original.
Send the aforementioned documentation to the attention of PSP REFUND in the Consumer Relations department at the mailing address noted at the bottom of this page. Once received, Best Buy will issue the appropriate refund as quickly as possible. This refund will be from the date that your original letter (please note that a pro? Rated refund may be issued as per the terms & conditions of the plan.) For your convenience, a PSP refund may also be obtained at any Best Buy store location with the original brochure and sales receipt.
In closing, we certainly appreciate your cooperation and look forward to your continuing patronage and support.
Aisha Nfills
Consumer Relations
This is my resopnds, to date:
This is my second letter; I'm giving you the benefit of a doubt, Anything short of a full refund will force me to enter a third party into this dispute to review this business transaction, services under the current PSP plan where not honored nor could they be rendered under this plan, based on the Sony warranty contract. I'm sending you this letter in good faith so that you rethink your recent correspondence. I should not be charged for services that I didn't and couldn't use. The next letter will be to your main office, the Better Business Bureau, all the local news agencies in my region, and I plan to join the class action suit already in progress against your company for illegal warranty practices. I will include your recent correspondence with this letter in any further action needed in obtaining my full refund.
Rodney
Denver, Colorado
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