3-year Black Tie plan only good for one fix — but Best Buy comes through
By STEPHANIE ZIMMERMANN firstname.lastname@example.org March 5, 2012 10:48AM
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Updated: July 29, 2012 9:12PM
Dear Fixer: I purchased a Compaq Notebook computer from Best Buy on Jan. 5, 2009, for $450. I also purchased a three-year “Black Tie” protection plan for $180.
I took the Notebook to the Geek Squad in April because there was a blank area on the screen. They sent it out for repair. Later, I received a call saying it was “junked” and I should come in to get a replacement. I replaced it with a more expensive HP laptop, but I paid the difference.
I was told that the remainder of the protection plan would be transferred over to the new computer since I had almost a year left on the plan.
In December, my 3-year-old granddaughter grabbed at her mom’s coffee and some of it spilled on the keyboard. The laptop powered on and the mouse and programs worked, but the keyboard did not. I called Best Buy and was told it would be covered by the plan. However, when I brought the laptop to the store for repair, I was told it was not covered. I was informed that the plan was on the original Compaq and it was not transferred over. They said Best Buy had fulfilled the plan when they junked the first computer and replaced it, even though it was less than the three years of coverage I bought.
I have called the customer service number several times and been assured that the second computer was indeed covered. I was told at the end of December that they needed to update their system and it would take a few days.
I have been told by different employees and customer-service reps that the computer is covered or it is not covered.
Deb Zak, Naperville
Dear Deb: It turns out that the Best Buy employees who told you the second computer was not covered were right: In the fine print of your Black Tie plan, it states that if Best Buy replaces a broken computer, that action ends their responsibility under the plan. In other words, a three-year plan means they’ll replace something once (if needed) within that three-year period — not that they’ll keep on doing that for three years.
However, it did seem odd that you weren’t able to get a straight answer as to whether your second machine was covered.
We asked Best Buy to look into this, and after reviewing all customer-service reps’ notes, Julie Dalton, a manager at their HQ, agreed that you were given conflicting information. Because of that, they’ve decided to give you $485.99 to purchase a new computer.