Well, Best Buy replaced my vcr today. The manager was very pleasant in the whole deal. The point I was trying to get across was that the “company policy” is not the same as what is stated in the PSP (Performance Service Plan). When you enter into a contract of ANY kind, you are expected to fulfill the contract as stated. If there is a change of policy after the contract is entered into, those changes should be made aware to all parties involved. If the PSP had stated that the item MUST be returned to the service center for evaulation, I wouldn’t have had a problem with it. I will probably never go to Best Buy after this. Why? Not because they pissed me off, but that they contradict themselves on their policies and try to make the customer feel as though they must bow and scrape to management to get justice. Thier responses to my arguement were met with the same line: “It’s company policy”. The I heard it, the steamed I got. It would be different if I had abused the policy, but my repair requests were justified. The damned thing was a clunker from day one. What’s worse is the replacement unit is almost the EXACT same model with for a few buttons and A/V jacks.
BTW, the manager actually asked me if I wanted to BUY a new PSP!!!
P.S. The original price of the bad VCR: $159.99. The new one? $99.99. So much for replacement VALUE.