I had purchased a dSLR camera on 6/13/10 and had purchased the extended warranty on it. While I was on vacation I had dropped my camera and it stopped taking pictures. I took it to Geek Squad and they had sent it in for repair. I received a call today that the repair could not be completed and to go in to Best Buy and visit the Geek Squad counter and they would send me to the Camera section to show me comparable cameras that I could get into since my camera could not be fixed. I went over to the camera section and spoke to an employee. I gave him the form the Geek Squad gave to me and he went to the cash register. After almost 10 minutes he comes back to tell me that they couldn't exchange for another camera, but could give me credit. Since I purchased my dSLR camera the technology changed and the cameras are now more expensive. I told him I was under the impression that I would get another camera, not get a credit and then purchase another camera. When I had purchased the extended warranty plan I was told that if there was a problem with the camera and it couldn't be fixed, we would get a new camera that was comparable with NO extra cost. I asked him to get the manager so we could figure this out. She explained that they couldn't discount another camera of the same style because of agreements with the dSLR manufacturers, but could exchange for an open box camera of a completely different make and model, which wasn't a dSLR camera, but more a compact camera. I expressed that I was unhappy with this, but if the lens that I had purchased with my original camera would fit on the camera, then I would have to deal with it since they weren't giving other options. Naturally my camera lens would not fit on the camera, but the associate told the manager that he thought he saw another open box dSLR camera that was in the back and they might be able to give me that one. After being in the back for what had seemed like 15 minutes, they had come back with a Canon Rebel T2i and said that it is on Amazon for 599 and they could do a price match for that and then I wouldn't have to pay that much to get a "really good camera". After checking out the camera and the manager saying that was the best she could do for me, I gave in. We had gone over to the service counter and started working out the exchange and purchase. All of this also included purchasing a new lens for the new camera. I asked the customer service rep if my warranty I had purchased needed to be updated to reflect the new camera, at that point I was told that after the replacement, the extended warranty was not going to be carried over, but I could purchase a new one. I have purchased many electronics from Best Buy before and this is the first time I had purchased an extended warranty (Thanks to my wife), and I was happy that I had purchased it when I started having problems with the camera. To my dismay, I was completely floored at the process in getting a replacement camera. It should be, getting a new comparable camera, regardless if the technology has changed or not. If Best Buy sells an extended warranty and the same camera is no longer sold, regardless of price, a new camera should be provided. Not with an extra cost and not for loss of the extended warranty. Good business practice is to make the customer happy. This of course is within reason, but in this scenario, I am horribly disappointed with how my repair to replace process has gone. I felt as the customer I had been wronged and have a very bad taste in my mouth concerning future purchases and especially any extended warranty purchases in the future. I have always held Best Buy in high regard, but after this mess I feel I should take my business elsewhere.
Best Buy Response:
Hello Paul,
Thank you for your e-mail. I apologize for the misinformation and for you not being able to get the item you wanted. Unfortunately, when you need an item replace under warranty and its not longer available we offer a comparable in place of that. I hope that your new camera is as good as your previous camera. If you have any further questions or concerns, please contact us at 888-237-8289.
Thank you,
Shirley
Best Buy Customer Care Team
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