I had purchased a digital camera in December 2005 along with PSP (Product Service Plan) extended warranty valid for 3 years from Best Buy Bramalea City Centre Brampton, Canada. The camera had not been performing satisfactorily ever since I purchased that. I had tried various ways. The camera was eating up batteries. I replaced many alkaline rechargeable batteries. I even bought another battery charger with very good batteries. Meanwhile the pictures were observed to be blurry. I gave the camera for repair to Best Buy. They returned the repaired camera after about 8 weeks. I then observed the zoom wasn’t working well, self timer was also not functioning satisfactorily. I again gave the camera for repair. I was again without a camera for another about 8 weeks. Thereafter I observed that the flash was missing several times and again the pictures were blurry. I deposited my camera for the third time for repair. They returned my repaired camera as usual after about another 8 weeks. To my surprise, the camera was not working satisfactory as the problem of blurry pictures, zoom getting stuck, self timer not working were still there. I then requested the Best Buy to honour their “No Lemon” policy that indicated that the product would be replaced if it is not repaired satisfactorily even after 3 repairs. The Customer Service Representative was perhaps pre-determined not to help me and told me that there should have been at least 3 “major” repairs before the camera could qualify for replacement. I did not understand “major” repairs. I just interpreted that the camera should be replaced after 3 repairs. Meanwhile, the Service Manager joined the Representative during our conversation and rudely emphasized that there was a “catch” in the policy and it was quite hard to get the replacement. The camera was not replaced as otherwise promised. I am totally shocked to discover this unpleasant experience with “Best Buy” (I don’t know whether my buy from the “Best Buy” has been the best or the worst?). Is this the customer service level of Best Buy? If this problem is not attended satisfactorily, why should I and others consider buying extended warranty plan in future? Is it possible to raise this concern of unfair business practice and not fulfilling promised commitments somewhere and get justice?
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