u235

So we bought an IPod Shuffle from Best Buy a little over a month ago. Wouldn't you know, but the little fucker wouldn't hold a charge after the first three weeks. Drained it to zero several times, tried everything, nada. Ok well as I was checking out from Best Buy the lady at the register talked me into spending an additional few bucks for a "replacement policy". Two years, if it breaks bring it back and they'll replace it. See that's just what she said, however, as it's easy to guess that isn't quite how it works.

First off I saved the receipt. I always save receipts. It's virtually compulsive. So armed with the defective unit and the receipt it's back to Best Buy we go.... but no that's NOT how the replacement policy works. See they never gave me a brochure for the replacement, and the brochure says that you have to call this 888 number. Fine, then I call. From work. The next day. First thing the lady asks (after a 15 min wait on the phone because their automated system was "defective") "do you have your receipt"? Well no, I have it at home - and regardless of the fact that they can SEE that I bought the unit in their records and they can SEE that I bought a replacement policy they won't help me till I have the magic paper in my hands. Whatever, I'll call when I get home.

I get home. I figure I hate dealing with people, I'll just fill in the form online. I find the link, type in the number from the receipt, put in the cause of the defect as close as possible and hit enter. "DENIED". WTF??? I start the process again, this time I'm going to enter a DIFFERENT defect, but.... when I put in the number it tells me I already had a claim denied but if I think this is "in error" I should call their 888 number. WTF%$*)%@!&$!!! Ok, I go get the phone and I call, this time armed with the receipt and secure in the knowledge that I paid my money they WILL give me the replacement I was promised.

I get some youngish sounding male on the phone. He finds the product and the fact that I started the claim. He asks what's wrong. I tell him. This is where the bullshit REALLY starts:

me: The unit no longer charges, I need to get a replacement.
toady: I'm sorry that's not covered.
me: What do you mean that's not covered? When I bought the replacement policy the lady at the register said if it was broken or ceased to work that the replacement policy covered it. Well it has ceased to work, and I need a replacement.
toady: I'm sorry she didn't explain the policy correctly, but that's not covered.
me: How does the fact that it doesn't charge not get covered? It's broken.
toady: Well that's not considered normal wear and tear.
me: Well that IS covered?
toady: Well the item is covered if it broke during typical use.
me: This WAS typical use. We plug it in, it doesn't charge - that's typical use.
toady: Well, I'm sorry but it's not covered.
me: Fine then a piece broke off and now it can't be charged, is THAT covered?
toady: What piece broke off?
me: A piece that is needed to make it charge.
toady: No that's not covered.

Ok, now typically I'm polite to people when I'm on service/tech support calls but it was hot and I was pissed so I decided to kick it into full snarl and let him have it.

me: Look, I paid my money for a two year replacement plan. The plan covers the item if it is broken during normal use. I didn't use pliers on it. I didn't drop it. It's BROKEN. I paid my money and I want a replacement. If you can't help me I want your manager to explain to me why I paid money for a service I'm not getting.

toady: One minute please I'll get my manager.

....several minute wait....

toady: My manager is here now to help you.
manager: Sorry for the inconvenience, how can I help you?
me: I bought an IPod shuffle and it won't charge.
manager: Is it an external charging unit?
me: No. It's part of the IPod its self. You plug in the IPod and it won't charge.
manager: I'll be happy to send you the paperwork for the replacement.

Ok, so supposedly now I get a label to sent it in to Best Buy and I get a gift card for a replacement. I'm not all that happy - since I was told I could just bring the unit IN to the store and get a new one, but fuck - if this is what it takes then fine.

Honestly I don't understand why I have to deal with obtuse service toadies - unless of course Best Buy wants to put as many barriers in the way as possible before I can get the service I paid for. Which of course I'm sure they do. I'm certain the toadies on the phone get rewarded for every claim they can deny (probably have little stamps on their cubicles in the shape of a screaming stick-figure for each customer they manage to get rid of, like pilots have for kills on their aircraft). Maybe I'm not bitchy enough from the start. I try to respect the person on the other end of the phone, at least until it becomes apparent that they're deliberately trying to mislead me. Maybe the motto should be "Bitch first, explain later"... but I hate the idea of making that a policy when I prefer to think that people actually -want- to help me. But then again there must be a reason for the motto "the squeaky wheel gets the grease".

In any event, be forewarned. When dealing with Best Buy replacement policies: save the receipt, and ask for a manager right away. It will save you minutes wasted from your life better spent elsewhere.