Best Buy Warranty Change?

[dampier]

On my new iPod mini I received a folder with the terms and conditions of the extended warranty which I suspect conflicts with the stories some have shared.

Under the terms of the extended warranty, once a product is exchanged under it, the extended warranty is automatically terminated. This would conflict with some stories about people who have ended up with replacement units which in turn become defective. Under the terms of BB's warranty, they are through with you once they replace your product the first time.

In legalese they make it clear it's not a traditional service contract (ie. they'll fix it no matter how often it breaks) but rather a one-off approach that guarantees they will never have to spend more than the cost of a single product replacement.

Any thoughts/experiences? I purchased my iPod mini two months ago and was sold the plan touting the fact that you'll need it when your battery dies - just walk in the store and they hand you a new one. They literally promote the extended warranty primarily for the battery which the salesperson admits is just about dead last when it comes to longevity compared to other MP3 players they sell.

BTW, I am quite underwhelmed by the battery in the iPod mini. Frankly, for the overpriced product that the iPod mini is, the battery included with it is just plain lousy. I typically get 4-5 hours at best between charges. I've used a variety of other MP3 players, and Apple's is frankly the worst in this area. The best battery experience I've ever had was with the relatively obsure Panasonic SD-80 unit which has at least 15 hours between charges, and a convenient AAA battery backup in the carrying case which lasts at least another 20 hours. My iRiver hard disk based system can go at least 15 hours itself. With Apple, it's always eight hours or less. It's a shame.

[Darksev]

Dunno what's wrong with me, somehow I always have the urge to answer these Best Buy questions. Maybe I'm hoping to save someone a trip to my bench hehe. Anyways:

It's important to check what kind of warranty you have first. If you purchased this mini after February, then you SHOULD have a Performance Service Plan (PSP). The reason for this, is after early February, Best Buy changed all disk based iPod models to this type of plan. A PSP states, basicly, that you will not be exchanging your ipod at the store, but that the store will send your 'pod to an approved service center for repair/diagnostic at no charge.

The other type of plan, which SHOULD no longer be getting sold with iPod's, is a Product Replacement Plan (PRP) which is basicly, bring your 'pod to the store with all it's parts for exchange, or call the number on the back for a replacement voucher. PRP's are a one-shot deal now. Once a product is exchanged under PRP, the plan is considered fulfilled.

What it sounds like to me from your post, is that your local store may have been confused as to the policies regarding iPod's (this was happening at my store for almost a month until I brought it up with the wireless dept. head) and sold you a PRP on your mini (we used to be able to, apparently some still think we can).

I'd recomend you can 1-888-BestBuy and make sure the plan you paid for is infact legit and usable. if it is (and it's a PRP) then by all means stop into the store, or call and get a replacement voucher. The new mini's are fantastic on battery life, as I own a 6GB myself.

[hastings]

He says that he bought it two months ago, when the PRP was still in place.

[Darksev]

I'm still working on tracking down an exact date as to when the change happened. My store didn't switch till around the 15th of Feb. A friend who now runs a bench in Cali says theirs switched over in mid january. /shrug Always better to be safe than sorry

[villanelle2000]

I just bought a 4gb iPod mini at Best Buy, and am considering buying their 3-year service plan (which I guess would be PSP since they don't offer PRP anymore). Has anyone had any problems with this plan? How long does it normally take for BB to perform the service, and would I have to pay for anything at all?

My other option would be to buy a 2-year Apple Care plan, which I can do anytime within the first year of purchase, right? Does anyone know how this works? Would I be able to take my iPod to an Apple store to get it fixed, or would I have to send it in (and therefore pay for shipping costs)?

What do people recommend?

[jdubb]

can someone provide some more detailed information on best buy's PSP plan? is it better to buy an ipod from bestbuy (where i would not get a student discount) because of the better warranty from best buy vs. apple (--> more expensive, and only 2 years)?

[Debaser]

bestbuy psp plans are a ripoff in my opinion. they outsource the repair work anyways.

[Darksev]

To Root and Villan:

Has anyone had any problems with this plan? How long does it normally take for BB to perform the service, and would I have to pay for anything at all?

more detailed information on best buy's PSP plan?

Depends entirely on what you consider a problem. Just today I had an argument with a customer over an iPod mini that looked remarkably like it had lost a battle with the ground (heck, there was still a chunk of gravel or something lodged in the shattered remains of the screen). Best Buy's warranties are very specific that they do not cover any form of accidental or intentional physical damage, therefore I could not service this iPod under PSP.

Same goes for last week, the 4G that went swimming (still water visible inside the screen). Humidity (normal, reletive humidity) is covered, liquid damage is not. there is a definate difference between the two.

Heat and Cold are also covered by Best Buy's PSP, but are limited to the manufacturers "normal operating conditons". Bring me an iPod that looks like Anikin skywalker pulled from the lava, and I'll point you to the physical damage clause.

Your battery is covered by Best Buy's PSP. When you start to notice a significant loss of battery life (When we test at my store, we turn off the back light, turn on repeat and off shuffle, and let it play out. if it's playback is noticably reduced over a new ipod tested the same way, we will route to Service center)

If we have to send your iPod to service, I recomend you have it shipped back to the store, rather than your home address (we use a ship-direct to vendor process for ipods) and normal turn around is 14-23 days, but this depends on your area. All services, unless diagnostics reveal a warranty violation, will be performed for free.

[MoonlitShadow]

Originally posted by Debaser
bestbuy psp plans are a ripoff in my opinion. they outsource the repair work anyways.

Since the change from RP to PSP, I have to agree...especially as someone who hasn't had great luck when it comes to iPods in general. Here's an example: I got the 30 GB photo at Best Buy and started having problems with it just under the 30 day mark and got a refund. However, I was told that had it been just a few more days I wouldnt've been eligible for the refund or replacement. Instead, under the PSP they'd send it out for repairs. If the problem continued once it was returned to me, they'd send it out again. If this happened a third time, then and *only* then would I be eligible for a replacement (new) iPod. I wasn't happy to hear their new policy, so I was glad to get the refund and go elsewhere.

I ended up getting one (this time a 40 GB) at Circuit City when I found out their warranty plans are much better in my opinion. They still have what is basically a replacement plan only. You purchase the warranty at the time of the iPod purchase. As soon as you have a problem with the iPod you bring it to the store along with all the orignal parts that came in the box (earbuds, cables, etc). They give you a gift card equal to the value of your original total, and you just get a brand new iPod with the gift card. I'm going to have to do this with the 40 GB photo (which pauses randomly on its own), and they've assured me that I'll get the gift card to pay for a new one without a problem. Apparently, they never even bother sending iPods out for repair. So, this should be a much better plan than BB's PSP policy. I guess the only downside to it could be if Circuit City gives you the gift card for a new one, and they've run out of the iPod you're looking for. But, even if that happens I think they will order one for you. This seems like it will work out for me, and I hope it helps anyone who might still be considering where to get their iPod.

[skiguy02920]

question though. it SOUNDS as if much of the problem with these things is the outrageous cost of new batteries,esp in the ipod mini. it also sounds as if the circuit city extended warranty specifically excludes battery issues and it costs over 30% of the orig purchase price.

I am about to buy one of these deals but the extended warranty question has me VERY confused.

thanks.
skiguy

[Yamucha]

I work at a Canadian Best Buy, and our iPods have been on PSPs rather than PRPs since I started there in June '04. In my opinion, based on what our plans cover, the number of returns we get, and the fact that you're running around with a mini-HD with no user-replaceable battery in your pocket, I think you'd have to be ######ed not to get some kind of protection for your money. That said, Service Plans are much better than Replacement Plans on an item like an iPod for one simple reason: the Replacement Plan is only usable once and lasts for no longer than 2 years (li-ion batteries have a rated lifespan of 18-24 months). If you have an iPod issue 5 months after purchase and get a new one, your contract is over and you'd have to purchase a new Replacement Plan. In this case, you've essentially only prolonged your iPod's life by 5 months. With a Service Plan, you guarantee your unit for the period of 3 years after purchase. A Replacement Plan's contract is fulfilled at the point of replacement.

[bammurdead]

i bought my ipod mini on april 1st of 2005 and a couple days later it was giving me a wierd folder icon with exclamtion point...i knew my mom had a good warranty on it so i brought it back to best buy a couple days later and they just told me to go grab another one....they didnt even so much as look at my ipod...i just told them wut was wrong and they gave me a new one.....u guys are saying that they stopped that plan in feb.? i guess my best buy is generous