Originally Posted by kitatiger
WN....this is what I found at the BB website on the PSP...http://www.bestbuy.com/site/olspage....=1043363604345
No Lemon Policy
If your product requires 4 qualifying repairs, we will provide a replacement of comparable performance. Technological advances may result in a replacement product with a lower selling price than the original product.
Nothing in the PSP description says the value of the TV will be pro-rated, though the lower priced newer model may seem that it is....
In my case the part for the Toshi was no longer available I guess so BB authorized the replacement without my even asking...BB gave me full value for my Toshi (which was virtually the same as the selling price as the Sami50A650, a comparable product...the only other comparable TV was an Insignia LCD...but they gave me the Sami without any thought...I guess because it was being closed out...
...in 4 years, when DLPs will likely be unavailable, I can only hope that I'll be as happy with whatever will be then...
The BB manager said that in the past, models that have no comparable replacement have been prorated sometimes, but that local managers could authorize other trades too. Now he said, the whole system has been automated and they can only give back what the computer says to give back. They have very little discretion now. I don't know when that system was put in place (it wasn't there two years ago).
I was told the first litmus of "comparable" is two TV's with the same technology, ie Plasma to Plasma, LCD to LCD and DLP to DLP.
So the first check of the system is to see if your same sku is still being sold. If it is, your replacement will be the same model you are replacing. If the same sku is not available, the system will look in a database and select a current sku that AIG (the insurance company backing the PSP's) has assigned as a comparable sku. This is entirely up to AIG's discretion. If no comparable model exists, at their discretion AIG can prorate the value of your TV, or the can make a jump to a different technology, ie DLP to an Insignia LCD. AIG decides what comparable means.
I know what the warranty says (mine says the same), and I quoted it to them, since they initially told me they were giving me a $1000 gift card because they didn't have a 50A650 in the store. They weren't even going to give me a TV. The next cheapest name brand TV that I thought was close to comparable would be a LN52A650 Samsung LCD (a $1700 set). Regardless, all they would give me was the $1000, even after the manager got involved.
I even had them call the corporate representative that I had spoke to about the replacement previously, and he said the same thing. The system had the sku for the 50A650 listed as the comparable model, and regardless of what stores in my area actually had in stock, or what I though comparable meant, I could only get the value of the 50A650 back, not neccesarily a TV even.
I really didn't feel the 50A650 was even comparable. The HLR5078 was a 1080p DLP, and was a 7 series set. That is what the 7 in 5078 stands for (thats why the regular HLR models are 506X's or 505X's). That was the same reason Best Buy originally gave me a HLR5078 when my HLN507 lemoned. It too was a "7 series" and was replaced with the in production "7 series" set at the time.
However, this time, Samsung wasn't making a 50" 7 series DLP. So the first litmus is DLP to DLP, and the only available 50" DLP sku was the 50A650. I argued that I should at least get a 61A750 (or a $1600 gift card) because the 650 didn't have PiP and other features. There were several reasons I didn't think it was comparable (no PiP, no TV out, which I use, fewer segments in the color wheel, etc.), but was told that was impossible because 50" to 61" wasn't comparable. I was also told that specific features did not matter, and that comparable models could have added or missing features as long as it was generally the same.
Then I tried to compromise and said a 61A650 was $1400 and a 61A750 was $1600, so the value of the features missing between the 6 and 7 series was $200, so give me a $1200 GC instead. But they wouldn't do that either.
Then I tried to compromise and said they could give me a smaller LCD set (a 46" set) that had the same features (1080p, PiP, etc.), so I could leave the store with a TV. They wouldn't do that either, unless I paid several hundred dollars difference. Basically what it amounted to was the manager would give me the $1000 gift card, let me pick out any LCD I wanted, knock $100 off its current price and then let me pay which was always several hundred dollars more out of pocket.
Finally, it boiled down to the store manager and the BB rep in Minnesota both telling me the same thing, I could either take the $1000 gift card (with the manager knocking $100 off another other replacement TV, out of his own desire to see the customer happy) or I could take my old broken set home, and BB would not repair it under warranty because the repair was too expensive. Fortunately, the manager was willing to call several other stores until he found one that had a 50A650 left, let me pay for it with the GC, and then do an in store pickup when it arrives. So I do get a TV with no money out of pocket.
I've filed a BBB complaint because I don't really think this was handled to the terms of the warranty, but at least I will be getting an actual TV out of it that should be close to what I had before. I loose some features, but gain an extra HDMI input (that I don't need since they all run through my receiver), accepts a 1080p/24 signal (even though it doesn't do a true 5:5 pulldown), and some other minor stuff.
It was a clear sign to me that in the future, BB doesn't plan on honoring what is printed in their PSP, and are just going to give you some amount of store credit that AIG feels appropriate for your insurance policy. It is totally out of your control on what you will get. Per the manager of the store I dealt with, on a $1000 DLP, after the 50A650 sku is no longer being sold in any stores (so probably another month or two), you would likely either get a $500-$600 Insignia 46" LCD (which look like crap), or a prorated amount of store credit (deduct about $22 per month for each month you use the set before the replacement occurs). This wasn't worth $200 to me.