copy of email to *****@***.com.*Hello, *I’m looking to find, in writing, about the * ye...
GetHuman2230634's customer service issue with Best Buy from February 2019
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The issue in GetHuman2230634's own words
copy of email to *****@***.com.*Hello, *I’m looking to find, in writing, about the * year warranty on a game controller purchased individually, not with a game console. **I spoke with Rachel (very nice) at Best Buy on the phone today. She provided me with your email to escalate my concern before I ask the Better Business Bureau to step in and help me understand your ambiguous and not on the up and up warranty. **I am specifically looking for, in writing, where it says that if I purchase a * year warranty and my item breaks within the * years, it will be fixed or replaced and the warranty voided and cancelled after use. **I have never heard of a warranty that works like this yet this is what I experienced at Best Buy, today. The product that was purchased only ** days ago broke today. We took it in to get a replacement then was advised that the * year warranty on this product was no longer effective anymore and would be cancelled since we had to replace it and that a new warranty (for a new * years) would need to purchased again. (They also wanted to charge me DOUBLE what I paid last month for the same warranty!).** I have bought * (one) controller and paid for * (two) warranties within ** days. Now, I did read (with Rachel over the phone) that a controller that was purchased with a game console was eligible for a ONE TIME replacement so long as it was purchased along with the console. To clarify, our product was purchased individually. So this one time replacement regarding a game controller does not apply to our situation.**I am seeking *) clarification on the product * year warranty for the item we purchased in writing and *) would like to have the original * year warranty honored and *) have my second purchase of a redundant warranty refunded. **When one purchases a warranty for * years, the product should be covered for all fixes or replacements during the * year period unless otherwise stated SOMEWHERE that my warranty will be voided the moment my product breaks and requires replacement. This is a a one time replacement plan, not a * year warranty. **Rachel and I were unable to find such information online on your website and when I was at the store this evening expressing my concern about how fishy this whole buy another warranty sounded, I asked for the warranty information in a brochure or somewhere where I could read what I was being told was true. No materials with your warranty about this could be provided at the store, either. **The manager and the Best Buy cashier, who took over for the first cashier, were helpful in offering an adjustment to the price of the *nd warranty purchase to match the same price I paid last month. That was kind. They were, however, unable to explain or show why I would have to purchase another warranty when I already had one for * years that they cancelled because cause my item broke. **I look forward to getting a response, receiving a refund and the honoring of my original warranty. Customer Service Pin* **** *** **** ********Sincerely, **Karla Jaffe*Cell*Wk*Hm *******.****
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