At first I refused the extended warranty when I purchased my Toshiba Laptop back in 2008. The “agent” at the counter showed me the flyer that described their warranty coverage and it specifically said that it covered “accidental damage” on the very first page. In the flyer’s initial description of the “Black Tie Warranty” it gives a quick list of what is covered then it specifically states that it also covers “accidental damage (Laptops Only)”.

Having seen this flyer for the first time, this caught my attention. I told the “agent” that my new computer was a replacement, because my daughter had poured iced tea on my old one. I asked if that would be covered. I also told him that my Niece had stepped on my Dad’s laptop. The “agent” assured me that any accidental damage, even drops, would be covered as long as it wasn’t obvious intentional abuse. He pointed to the “Advanced Plan (Laptops Only)” indicating the coverage.

It should be noted that I still have this flyer with the ordinal receipt stapled to that “initial description” page. There was absolutely no asterisk next to the parenthetical phrase “(Laptops Only)” that would have indicated that the “accidental coverage (Laptops Only)” part of the plan was in any way “OPTIONAL”. It did however give the impression that it did cover Laptops! Unfortunately for me, but convenient for them, I didn’t find this out UNTIL I actually needed to use the “accidental coverage (Laptops Only)” . There is absolutely no way that I could prove, two years later, that the “Agent” had misrepresented the plan. I can only assume he may have done it to get some kind of perk or bonus.

Recently, after closer inspection, I read a little further in the flyer, and for the first time noticed that there was indeed a “Standard Plan” that did not include “accidental damage (Laptops Only)”. However, just above that “Standard plan” were the details explaining the coverage for the plan that the “Agent” indicated, sold, or at the very least allowed me to believe I was purchasing. The Plan I was told / thought I was purchasing was the “Advanced Plan (Laptops Only)” again it specifically said “(Laptops Only)”. There was absolutely no indication that the “Standard plan” was even available or even an option when purchasing a plan for a “Laptop Only”.

But get this… Even after showing them all of this. They refuse to fix a cracked screen, (The lid was forced down with the mouse inside) that was clearly accidental damage. The Agent at the repair desk and Manager both told me that that “Accidental Damage (Laptops Only)” coverage wasn’t even offered when you purchased your “PSP” (standard plan) back in 2008.

So here is the problem… I didn’t have the flyer with me at the time, I brought it in for repairs. The flyer was at home, in the box when they told me this. I explained to the Manager that I was told when I purchased this warranty that it would cover accidental damage. The Manager apologized that I had that IMPRESSION and even offered to give me a discount on a new computer. I insisted that I had been told it would be covered. He was sympathetic, but told me that unless I had proof, his hands were tied, and he had to go by what was on the receipt.

Fast forward … I got my computer back from a different repair that WAS covered under the warranty; the mother board went out. I was told I needed to use the restore disks, that came with my computer, because it would not load Windows after the “repair”. In order to find the start up discs, I located the box that the computer came in. It was not until this point that I found the flyer mentioned above, with the original receipt stapled to the exact page stating it WOULD cover “accidental damage (Laptops Only)”.

To make a long story longer… I took the computer and flyer back to the Canton Ohio store, with proof in hand. Unfortunately, I got a different manager she refused to help. She told me to call the 888-bestbuy number which gave me the run around. Finally, I got someone from Customer Relations who totally agreed that the flyer was poorly worded, and agreed that it gave the impression that its wording “accidental coverage (Laptops Only)” would give the impression that I should be covered. But, again she couldn’t do anything, because that wasn’t the plan that was indicated on my receipt, so her hands were tied too.

By the way… the only mark on the receipt giving any indication of what coverage was purchased is the price, and three little letters “PSP”, which mean nothing to the consumer. I had no Idea that was even on the receipt until I went to use it. Keep in mind; I was recently told, by the first Manager that the “Advanced Plan (Laptops Only) with “accidental coverage” was not available at the time of purchase. Oh, the first manager had also confirmed that I had, indeed, bought the BEST plan that was available at that point in 2008…

So, someone lied to me… The flyer WAS clearly available when I purchased the computer in 2008, and it is copyrighted in 2008!?

Now get this… That flyer also indicates a “PREMIMUM SERVICE PLAN”, which was the only step above the “Advanced Plan (Laptops Only)”; it was the plan with all of the extra removal services, which I know I didn’t want. But don’t those three letters “PSP” on my receipt sound more like a “P-remimum S-ervice P-lan” than it does “Standard Plan” which is what they claim they sold me? I have to trust that the price I paid is consistent with the plan they said I purchased, and not the one they told me I was buying at the time of purchase.

To sum it up… Since the Customers Relations lady couldn’t do anything either, I asked for a supervisor who proceeded to pull up the PDF file of the flyer, to verify my complaints. After she saw the wording, she also agreed that it was misleading and could see how one would have the impression they were covered for “accidental damage” when purchasing a Laptop ONLY and the plan is clearly called “Advanced Plan (Laptops Only)”. She agreed to plead my case to the GM of the local Best Buy and see what they could do.

In Conclusion… She presented my case to the GM, and he only offered to give me a $50 gift card as an apology, but there is nothing else he can do apparently everyone’s hands are tied. If they are willing to APOLOGISE, I think it is apparent that it must be because they recognize that I was taken advantage of.

BEST BUY SHOULD FIX MY SCREEN or replace my computer, or forever be known as a dishonest company.

Best Buy, I challenge you to do the right thing.

Sorry to go public with this, but you were not willing to do the right thing by my prompting alone.

Nathan Lane