Will BB honor what they told me?

Question

I'm going to share a letter I'm sending to BB in hope that they honor the promise they gave me when I purchased a tv from them last year:
A couple of years ago, I purchased a Panasonic plasma tv from Best Buy. It was a great tv, picture was to my liking, the store service was great etc. It had been years since I made any purchase from Best Buy, but I was happy I did choose your company that day. Since then, I’ve purchased an xbox one, another tv, and several gift cards from your company.
I had this tv for a year, maybe longer, until the screen was cracked due to my 2 year old son hitting it with his sippy cup. At the time, I was still paying on it and that fact made me sick to my stomach. At the time I did not demand a new tv to be replaced or fixed at no charge because I knew what happened was not a defect. This was user error.
After a few weeks of not having a decent tv to watch, I suggested to my wife that we could get a new one and then get the extended warranty in case we have another accident. But first I had to find out if buying an extended warranty would cover what we needed. I inquired at store #59 about getting a new tv, and if I would be protected from having to purchase a new tv or pay for a repair should one of my kids damage it. I did not want to make such another big purchase knowing that I could possibly be in the same situation again.
I was told by the staff that yes, I would be covered with no problem at all. I asked this question in different ways several times. I was reassured that I had nothing to worry about. If the tv was tipped over, or damaged by my one of my kids, I was fully protected from paying out of pocket for a new tv or repair. I wouldn’t be faced with paying for a tv that didn’t work should it suffer an unfortunate accident. I was relieved to hear this! I’ve never been one to purchase extended coverage plans, but given what had just transpired, I figured the peace of mind would be well worth the additional $100 cost added to the purchase price.
Fast forward almost an entire year and I’ve had yet another tragic accident. Today my son was playing the Nintendo Wii, and I’m sure you can guess what happens next. The screen is now cracked because the controller slipped out of his hand. However, unlike last time, I was not worried because I was still covered under the extended warranty for incidents such as this, at least so I thought. Apparently I was mistaken because upon calling the store I was told “sorry” but your warranty does not cover this. The only thing they could do was offer me my $100 back that I paid for the warranty. This does not rectify the issue as I bought this item under a false promise made by one of your stores.
Now I’m not going to accuse the sales associate who helped me when I purchased the tv of lying. Maybe he was innocently mistaken. However, that mistake is costing me. It doesn’t replace the tv I bought in good faith. I placed my trust in your company that they would not misinform me. I can assure you I was not mistaken in what I heard. As I said above, I was intent on not having a repeat of this situation happening.
Seeing that the store will not make good on the promise I was given, I write you today for a request that this situation be made right. I still owe several hundred dollars on this tv and I do hope that your company can make good on a promise it gave to me one way or another, regardless if that promise was made in error. Had I known this warranty would be of no help to me at the current time, I would not have purchased that tv and bought a much cheaper model instead. Page 9 of your ethics code states:
RETAIL SALES & ADVERTISING
Our customers, suppliers, communities, vendors, and shareholders know that they can trust us to do what we say and to act with their best interests in mind. Employees must provide customers with clear and accurate information to help them make informed buying decisions. Accurate information is both the foundation of our advertising practices and the way we communicate the competitive advantages that distinguish Best Buy from other retailers. This is an important responsibility to our customers and we take it very seriously.
I ask that you honor this code and make this situation right.
I wrote the above last Friday, since then, I've talked to 2 more people who also purchased tv's from BB and they were both fed the same line about how the extended warranty covers EVERYTHING

Answer 1

Hello angryguy77,
Geek Squad Protection (GSP) offers excellent coverage for many, many products that we sell, including TVs, so it was quite forward thinking of you to ensure that it was part of your purchase last year. I regret that you seem to have been given incorrect information about service plan in which you invested, however.
In fulfilling our obligation, Best Buy adheres to the written Terms & Conditions of GSP. At the time of purchase, we ask that you sign to acknowledge receipt of this very important document since it outlines both our and your obligations under the contract.
Where TVs are concerned, as long as the TV has failed due to defect or any of the other conditions of coverage listed in the Terms, we will do our best to see that your TV is repaired properly and promptly. Regrettably, the plan you purchased does not include ADH since that specific coverage isn't available for TVs. While Geek Squad can still assist you with repairs, service would be at your expense.
I regret that I do not have better news, but I am grateful that you wrote to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
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