Best Buy & Broken Screen

[woodyscott1]

Will Best Buy fix a broken screen under the extended warranty?
Has someone tried? Will they offer a newer model?
If it is not covered what other options do I have to get the glass fixed on a 760?

Thanks,
Scott

[TOOTHFAIRIES]

They should. When trying to sell me the warranty they emphasized protecting the screen. Good Luck!

[darooman]

WARNING!!! DO NOT BUT THE EXTENDED WARRANTY FROM BESTBUY!!! The BestBuy clerk who sold me my NR70V lied flagrantly! She kept pushing the extended warranty on me. Her main selling point was that the screen was covered. They also claimed that the warranty covered incidental damage (damage caused by the owner, lik if you drop it, or spil coffe on it, etc.) The saleswoman explained that if anything happened to the unit, BestBuy would replace the unit, no questions asked. I looked in the warranty pamphlet and it specifically said that incidental damage was not covered and there was absolutely no protection for any PDA screens!:mad: When I called BestBuy costumer service the representative explained that the sales clerks were instructed to make these claims. When I called the BestBuy main office customer service, the service agent explained that BestBuy can promise nothing of the sort. I went to the BestBuy where I purchased it and spoke to the manager. He appologized and told me that the clerks shouldn't be making these outrageous claims about the warranty program. The manager refunded me my 70 dollars that I paid for the warranty. I still can't believe that they actually lied to me... flat out lied... :mad: oh well... I hope that re-telling my ordeal will save someone else all this trouble.

[TOOTHFAIRIES]

I ended up not purchasing the warranty and therefore did not read the language but its good to know that lately all these electronic stores are operating in an unethical manner. Quite frankly, I would not be surprised if many of their items sold were refurbished and sold as new. It would not be the first time. Caveat Emptor (latin for "let the buyer beware)

[red]

I had a similar experience with best buy, they promised that under an extended service plan they would cover the display on my notebook, and I actually broke it, they then refused to honor the promises they made.

Additionally they lie about warranty policies and product reliability statistics when trying to sell extended service plans, I have had this experience and two best buys with several different sales reps, they are clearly trained to defraud their customers.

BEWARE!

[Xorg]

You have two recourses most people forget about.

If you paid with a credit card, call the card company and have them issue a chargeback. You get your money back, the credit card company investigates for you.

Second, call the store's manager and threaten to contact the Better Business Bureau, your town's Chamber of Commerce, and your state's Attorney's General office.

The store's actions are fraudulent, and these organizations WILL take action on your behalf if the store doesn't make good.

[Krystaltiger]

..these are just a way to get more money in the door and I have yet to hear of Best Buy honoring one.

I agree with the person who posted about contacting the credit card company as they will invetigate all chargebacks.

Also check the wording on the extended warranty to see what it says...

I admit I got an extended warranty at CompUSA when I got my first Clie (610) and read through the warranty first.

I did end up having to get a new one as it refused to sync and do other functions. They tried out four or five things to get it to work, but were unsuccessful.

Because the 610 was about to end in production, they gave me what was then the 760 which was the top of the line...even exchange no questions asked and Sony's normal 90 day warranty with that.

[woodyscott1]

Best Buy would not replace it. They would not even quote me a price to fix it. They only exchange these items. They pointed out the Service Plans state the plan does not cover incidental damages. Merriam-Webster's defines incidental as occurring merely by chance or without intention or calculation. Almost all problems could be defined as incidental. On top of that, they told me the service plan was null if anyone but Sony fix the glass.

I called Sony and they will fix it for $175. Sony sells rebuilt 760 for $250. $175 is less than a new one so I plan to send it back to Sony for repair. Then the worthless service plan is still good for the rest of the 4 years.
This is the last time I buy from Best Buy! You are better off buying from the Internet for the lowest price with out a service plan!
Scott

[woofer]

I had a experience about a week after buying my NR70 from Best Buy (and NOT buying the extended warranty). I dropped it and the half the screen went south on me. The glass wan't cracked but some connection must have broken inside. I felt a little guilty but I played the dumb customer and took it back and said "it just broke ..."

They were good about it and replaced it with another new one. They did take the opportunity to push the extended warranty again but I said no thanks. I feel less guilty now that I've read these stories about Best Buy!

[Gay_CPA]

I almos always buy an extended warranty plan and I got one for my clie too (at Circuit City, not best buy).... And while I haven't had a negetive experience yet from my service plans (I generallly have good luck with them), I know that the fine print almost always negates EVERYTHING the salesperson says....

Well, all it takes is a few pissed off customers and any attorney who likes money (those are hard to come by) to file a class action law suit for deceptive trade practices.... I'd sign on as a plantiff!

[TOOTHFAIRIES]

The legalities are a little more complicated but a class action or the very threat of one may get us the NX70:D

Anyway, its a thought ill take into consideration. While the money would be nice stopping Best buys and others deceptive practices would be nice.

[MedMan]

I just got my 760 back from Sony (broken glass), one month and $175 dollars later. Its probably the best way to go. They replaced the whole screen and glass, and sent back the broken one also. You can check its repair progress online, but you should call and talk to a rep after 2 weeks so they can put a direct work order info request about the progress, then you call back in a day or two they will have specific info on the status.

[cerberus]

I know this is going to start something, but what the f were you thinking?!? No friggin warranty will cover an idiot who breaks his own toys! If you sit on your PDA and break the screen, it's your fault, plain and simple. No company in its right mind would let customers break stuff and then expect to get a new one. Best Buy's warranty is the best out there, plain and simple. "If it's too good to be true, it usually is"-didn't your mother ever teach you that? As someone is telling me that I can actually break something and then get a new one, I'm thinking, "Gee, this can't be right." That's like buying a warranty for a new car, wrecking it the next day, and then wanting another one from the dealership. Idiots.... And yes, I worked at Best Buy for a stint while in college. You guys need to use common sense when it comes to buying. Just because there are a few idiots that work at YOUR local Best Buy, doesn't mean the whole company is out to screw you. There are a few people who will tell you exactly what you want to hear, but believe me, they get fired very quickly. Try to go back and find the person that told you those lies. I seriously doubt you'll find them. No employee who wants to keep their job would tell a customer that the PSP(Service Plan) covers breakage caused by the customer. Laptop displays will get repaired if something happens to them but that DOES NOT INCLUDE ABUSE! Dead pixels, blurred colors, displays just not working will be fixed. No matter what, a crack in any display will not be repaired! The only exception to this is a crack caused by shipping. But that doesn't mean that you wait 3 weeks when it's convenient for you to go back. It means that as soon as you find it, you turn around and go right back and exchange it. Beware! Beware! Stupid idiots!

[woodyscott1]

OK, if you have worked there, where is the line for incidental damage? It must be up to the clerk who is at the service desk. That is my gripe. My son has broken the prongs on the battery cover on his Gameboy Advance 3 time. I will admit it, he forces the cover closed and breaks it. Best Buy replaced the whole Gameboy each time. I broke the CD tray on our Play Station 2. Best Buy replaced that also under the service plan. These problems were incidental damage but still covered.

If you look over my last two posts, I did not start out bashing Best Buy. From my previous experiences, I though they may cover a broken screen. I was looking for other on the net that may have already gone through this. The Clie was in my bookbag in the leather case that came with it. The broken screen may be a manufacturing flaw.
?what the f were you thinking?!?? I was thinking what is the harm in trying?.

Scott

[cerberus]

I totally wasn't against you at all! It's these other guys that think that Best Buy should replace anything they want them to. I'm sorry if I sounded like I was replying to your first post. I totally understand your problem as I've been in the same shoes before. Again, I'm really sorry if you thought I was posting back to you. It's totally my mistake. Yes, incidental damage is really up to the customer service people. If they truly believe that something broke in no result from you, most times they'll help you out. That is, as long as you don't come in demanding things that you have no need demanding. Those guys will 9 times out of 10, be sent home more pissed off than they were when they were in the store. A general rule of thumb at Best Buy is to be as nice as possible. The sales people and customer service will bend over backwards most times for nice customers instead of those irate ones. Again, I'm terribly sorry for the confusion!