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| reply to Mustang
Re: Right or wrong with Best Buy ok listen up. i worked for circuit city doing repair work for 1.5 years. i dealt with this stuff every day. CC's warranty plan (through Assurant) was very similar to Best Buy's.
Here's the entire warranty system as i remember it.
standard store return policies:
15 day return on PCs/electronics/TVs and 30 for everything else (monitors may have been 30). during this period, you can exchange your purchase for anything without a reason. If you choose to return, all 15-day return policy items (PCs, cameras, etc) had a 15% restocking fee. all 30-day return items had free return and no reason required (even tho they'll ask you for a reason, it's only for tracking returns, you can say simply "i decided i didnt want it and we would take the return without blinking an eye).
standard product warranty:
usually 1 year on electronics. after the store return period is over, this is your next step. Contact the MFGer for repair/replacement of defective items. If there is physical damage or dmg beyond the MFG's warranty, go to the advanced warranty.
these sold advanced warranties, in my experience, are a little more lenient in what they will repair/replace, but if you buy a laptop with the standard extended warranty and you drop it, they will not repair or replace it since it's not covered under the more expensive accidental damage plan.
for computers and many other items, these plans cover repair of the product and then replacement if it's beyond repair. also, they often have a lemon policy, which would be 3 of the exact same issue on the same original product. For instance, if you buy a laptop and the CPU fan dies and the extended warranty program repairs it, then that same fan dies again, and they repair again, if it dies a 3rd time they probably have a policy to replace the whole laptop.
Note that most of these plans are primarily repair plans, where they try to fix the issue. If they can not fix it, they will replace it with a refurbished unit of identical or similar specs. Rarely they will issue gift cards to the owner for the original purchase price for store where it was purchased. This was very rare in my experience but did happen in special circumstances or a lot of complaining.
Many of the extended warranty plans for small electronics or low-dollar items are straight replacement plans right in the store. Walk in with the product, prove it's broken and covered under the purchased warranty, and walk out with a replacement.
LCDs are a very special breed. under the store return policy, dead pixels are irrelevant since you dont really need a reason to return/exchange. MFG's warranties almost always have very strict dead or stuck pixel policies. These include minimum #'s of dead pixels (ive seen some warranties with 8 minimum required for replacement), and some have a minimum dead pixel PLUS maximum grouping. This means it would have to have at least, say, 4 dead pixels within the space of 5 square inches.
Extended warranty plans are usually much better with dead pixels, and many plans are straight replacement plans where they dont bother trying to fix the screen first. However, they too may require a certain minimum # of dead pixels to quality for repair/replacement.
Finally, ALL EXTENDED WARRANTIES OF ALL CONSUMER ELECTRONICS (that i've seen) END WITH THE REPLACEMENT OF THE ORIGINAL UNIT. If the unit had been repaired under the warranty, the warranty plan would continue as normal (usually with a 14, 30, or 90 day warranty period on the repair if the warranty would have naturally expired). But, like i said, if the unit is replaced, even if it was replaced with a refurbished product, the entire warranty is considered fulfilled and is ended. They will often ask if you want to purchase a warranty on the new item, and it would work exactly the same way.
I dont think either party was wrong. It's apparent that the manager felt you didnt qualify for the replacement, but a repair instead. If he was correct, you made out very well.
If he was wrong and you should have gotten an exchange (exchange always only covers original purchase price, you pay for the difference) then you still didnt lose anything. the manager caved in and may have even taken a hit on the replacement monitor depending on the proper procedure for the extended warranty. (if you truly didnt qualify for the replacement then his store took a straight up hit on your new LCD (minus the difference you paid) and will have to hope they can get your old LCD repaired or sell it used for very cheap.
you didnt lose in any way. at all. This was your best case scenario.
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3 edits | Wiki - Defective pixels are pixels on a liquid crystal display (LCD) not performing as expected. The ISO standard ISO 13406-2 distinguishes between three different types of defective pixels, while hardware companies tend to have further distinguishing types.
The 8 or more dead pixel policy it just wrong, The fact of the matter - it is defective. Its certainly not a feature. We need a court ruling on this so the policy could serve as a precedent to all manufacturers protocols. Ive seen a dead pixel and let me tell you when I look at a screen, its the first thing I notice and its highly annoying.
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It is true that liberty is precious, but is it so precious it must be rationed? | |
| said by Tempus45:Wiki - Defective pixels are pixels on a liquid crystal display (LCD) not performing as expected. The ISO standard ISO 13406-2 distinguishes between three different types of defective pixels, while hardware companies tend to have further distinguishing types. The 8 or more dead pixel policy it just wrong, The fact of the matter - it is defective. Its certainly not a feature. We need a court ruling on this so the policy could serve as a precedent to all manufacturers protocols. Ive seen a dead pixel and let me tell you when I look at a screen, its the first thing I notice and its highly annoying. we dont need a court ruling... there are (or were) some MFGs with zero dead pixel policies. i think samsung was one of them and asus may as well. info on this topic is scarce. as LCDs became much more standard, cheaper, and better quality, dead pixels became much much more rare.
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»valid.canardpc.com/cache/screens···7860.png | | |
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 CylonRedPremium,MVM
join:2000-07-06
Bloom County | said by Somnambul33t:said by Tempus45:Wiki - Defective pixels are pixels on a liquid crystal display (LCD) not performing as expected. The ISO standard ISO 13406-2 distinguishes between three different types of defective pixels, while hardware companies tend to have further distinguishing types. The 8 or more dead pixel policy it just wrong, The fact of the matter - it is defective. Its certainly not a feature. We need a court ruling on this so the policy could serve as a precedent to all manufacturers protocols. Ive seen a dead pixel and let me tell you when I look at a screen, its the first thing I notice and its highly annoying. we dont need a court ruling... there are (or were) some MFGs with zero dead pixel policies. i think samsung was one of them and asus may as well. info on this topic is scarce. as LCDs became much more standard, cheaper, and better quality, dead pixels became much much more rare. Yep - Supposedly Dell has a zero dead pixel policy. Buy from companies with the return policy you prefer and if enough do that - other manufacturers will follow suit to keep business.
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Brian
"It drops into your stomach like a Abrams's tank.... driven by Rosanne Barr..." A. Bourdain | |
 Vamp9190Premium
join:2002-02-11
Chantilly, VA
kudos:1 | reply to Somnambul33t
said by Somnambul33t:we dont need a court ruling... there are (or were) some MFGs with zero dead pixel policies. i think samsung was one of them and asus may as well. info on this topic is scarce. as LCDs became much more standard, cheaper, and better quality, dead pixels became much much more rare. Also there are ways to 'release' dead pixels and get them to work again. Not in all cases, but in some.
So the display may technically be defective for the moment, but it allows the consumer to try & fix it himself and solve that defect. | |
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