Best Buy Complaint - Consumer fraud. Misrep warranty
SANTA CLARITA -- I came to the Bestbuy store in Santa Clarita, CA to purchase a Sony PSP for my son. I never purchase extended warranties. The employee who was helping was not going to let me leave without the extended warranty. I told him "no" twice, but he said that since it is for a child, it would be very unwise not to get the extended warranty because "Kids are rough on things." He told me that if anything goes wrong, bring it in to any store for a free replacement. I bought the warranty to speed up my departure from the store.
Only a few months later, my son brought me his PSP and showed me that it was broken. I brought it to the store and waited in a long line of angry customers. They took one look at the PSP and said "This is broken." I held back my sarcasm and told them that I am bringing it in for replacement. I was told that they would not honor the warranty because it looked like I broke it. There was no damage to the outside of the unit, but on the inside, it looked like the screen was cracked. I asked to speak with a manager and an angry man came to talk to me. I explained the claims his employee made about the warranty and that I was told that "If anything goes wrong, bring it back for a free replacement." He told me that I probably sat on it. I could tell that I was getting nowhere, so I asked him why they sell a warranty that they don't plan on honoring. He told me that I should have read the fine print.
I went directly to the game department and asked a salesperson about a new PSP. I asked what kind of warranty I could get. I was told "With our extended warranty, if anything goes wrong, bring it back for a free replacement." These were the exact words they used the first time.
I submitted a complaint to the BBB, but they notified me that Bestbuy will not respond to complaints. I wrote to Steve Taylor in customer care, and he sent me a form letter thanking me for bringing it to their attention. I wrote back telling him that I wanted them to honor the warranty or refund that cost of the warranty. I got another form letter letting me know that no adjustments will be made. When I wrote back a 3rd time, I got a letter saying that they will no longer respond to my letters and that they will not replace my Ipod! (Remember, this was for a Sony PSP, not an Ipod)
They are committing consumer fraud and they are getting away with it.