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Unhappy with warranty

Posted Thu December 1, 2011 9:45 am, by THERESA H. written to Walmart

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I purchased a NOOK on August 21, 2011 and I also got the replacement plan because I was making the purchase for my daughter. She had it in her backpack and dropped the bag on accident and of course the screen cracked. SO I figured no problem that is why I always buy the warranties, or so I thought. All of this happened within 30 days of the purchase so I went to walmart and was told that they could not do anything in the store because it was over 15 days which is their policy with electronics and that I would need to call the manufacturer so I make a call to barnes and Nobel and was told by them that they would not cover it for damages because I did not purchase their extended warranty and I would have to talk to walmart because I purchased the warranty from them. Back to the store I go and was told to call the replacement plan number. Called them and was told to call Barnes and Nobel because their computers will not let them make a claim until 1 year has passed from the purchase date. Getting nowhere but the run around calling back and forth to Walmart and Barnes and Nobel I decide to try calling Walmarts customer care number. Told the whole story to the representative and was then told they would forward it to management and to call back in 5-7 days. Called back on day 6 and was told it was to soon and need to wait 2 more days. So I waited another week and called still no answer to my problem. Called back at least 3 more times with the last call placed this morning still nothing. I was told today that they are still trying to contact the supplier. It has been going on for over 2 months and I can not believe that they have not been able to contact their supplier in that amount of time. It would also have been nice to get a call from THEM at least once to let me know what was going on with my issue.

Replace my nook now and not after the year is over. I purchased the replacement plan and was not told that I would have to sit on it for a year if it should break or need service. If that is the case they should tell you that at the time of purchase. In my opinion you would be better off going to barnes and nobel to purchase a nook that way you can be covered from day one and not have to deal with the run around.

Theresa


Reply



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by PKitty Posted Wed December 7, 2011 @ 6:11 PM

Many stores will sell extended warranties but not tell you that it
doesn't go into effect until the one-year manufacturer's warranty has
expired - this goes for replacement plans too. Not only that, many
manufacturers' standard warranties only cover hardware defects, not a
cracked screen cased by the item being dropped.

Hopefully you get a favourable outcome but I have a feeling that you
won't, sadly.

Reply
by Jared C. Posted Wed December 7, 2011 @ 2:12 PM

In my experience, it's better to just avoid WalMart altogether.

Still, I hope you get a replacement for this item.

It sounds like typical WalMart bait-and-switch b.s. to me.

Reply
by Jane P, Posted Mon December 5, 2011 @ 2:07 AM

It's not Barnes & Noble's or Walmart's fault that your daughter is
careless and irresponsible with her expensive things (and it sounds
like no one bothered to get a case for it, which is BOTH) nor is it
their fault that you purchased a replacement plan that you obviously
didn't bother to learn about first or make sure you understood.

You don't deserve a free replacement. Maybe this will teach your
daughter to not be so careless.

Reply

by Marty5223 Posted Sat December 3, 2011 @ 1:10 PM

IF you paid by credit card perhaps your credit card company will take
care of the problem. Some card companies replace theft or accidental
damage to merchandise within a certain time frame of purchase. Even
if you damaged it. You didn't say how you paid for the item...so just
throwing this out in case it helps you.

Reply
by THERESA H. Posted Fri December 2, 2011 @ 5:16 PM

Not sure whose warranty was posted by Bill but the warranty I
purchased does cover damage my main problem is that walmart does not
tell you that they will not cover it until after a year at the time of
purchase. They ask if you want to buy a 1 year replacement plan for X
amount of dollars. In my understanding I thought that meant 1 year
from date of purchase not spend money here but have an unuseable
product for a year if anything happens to it. Barnes and Noble will
cover damage if you buy THEIR warranty but that is not offered by
walmart.

Reply
by franese Posted Thu December 1, 2011 @ 6:35 PM

Walmart' s warranty may be different... A couple of year ago when I
was thinking of getting a Nook I went to the B&N store and was told
that the extended warranty plan would cover things like a broken
screen due to the Nook being dropped...but I do believe they said they
would only cover that once.

Reply


by leenabeena Posted Thu December 1, 2011 @ 5:06 PM

There are many warranty programs that DO cover drops, water spills,
etc. for electronic equipment. I have Square Trade warranties on my
laptop and my Kindle that cover these kinds of accidents.

Reply

by ST Posted Thu December 1, 2011 @ 4:25 PM

If you wanted to protect it against damage from falls, you would have
needed to purchase insurance. Warranties typically cover you against
manufacturing defects.

(Copied from Bill's post...)
WHAT IS COVERED. We will replace the original purchased Product
specified on Your Barnes & Noble order with a new or refurbished unit,
provided such replacement is authorized and necessitated by Product
operational or mechanical failure during normal usage.

LIMITATIONS OF COVERAGE This Contract Does Not Cover: Damage or other
equipment failure due to the failure to maintain the equipment
according to the owner's manual instructions (except ADH claims),
abuse....

Being dropped is not considered 'normal usage', and would fall under
the 'abuse' category.

Reply
by Steve OH (IO) Posted Thu December 1, 2011 @ 3:21 PM

but not many warranties cover damage from misuse. Warranties are
generally designed to protect the consumer if an item malfunctions
under normal use. If I drive my car off a cliff, my warranty doesn't
cover it. If I toss my TV in the swimming pool, my warranty doesn't
cover it. I would imagine the same applies to an electronic item
dumped on the floor.

Reply


by Bill R. Posted Thu December 1, 2011 @ 10:12 AM

Make nook™ a part of your active lifestyle with confidence.
Act now to purchase the Protection Plan with your product check out
and enjoy years of reading with confidence knowing we've got you
covered.
Terms & Conditions Protection Plan Summary | State Variations



SERVICE CONTRACT COMPREHENSIVE COVERAGE

SERVICE CONTRACT
This document sets forth the entire Contract between the Service
Contract Administrator, Service Net Solutions, LLC ("Service Net")
hereinafter referred to as We, Us and Our, and, the Purchaser,
hereinafter referred as You and Your. No representation, promise or
condition not contained herein shall modify these terms. We are
contractually obligated to You to provide service under this Contract
in accordance with, and as allowed by state law. If this Contract is
purchased in Florida or Oklahoma, New Hampshire Insurance Company is
contractually obligated to You to provide service under this Contract.

WHAT IS COVERED. We will replace the original purchased Product
specified on Your Barnes & Noble order with a new or refurbished unit,
provided such replacement is authorized and necessitated by Product
operational or mechanical failure during normal usage, or by ADH
(described below). Coverage does not apply to accessories that are
used in conjunction with or to enhance the performance of the covered
Product.
TO OBTAIN AUTHORIZATION FOR REPLACEMENT.
You must obtain authorization prior to the receipt of a replacement
Product by calling 1-800-843-2665.
Have the Barnes & Noble serial number of your Product available.
Instructions on obtaining a replacement will be given.
Once authorization is obtained, You will be required to return the
Product using a prepaid shipping label provided by Us.
You will be required to provide a credit card to secure the return of
Your failed Product. If You do not return the failed Product within a
reasonable time period (which will be communicated to You at the time
of Your claim), Your credit card will be charged for the replacement
unit.
At Our determination, You will receive a replacement Product of like
grade and quality. The replacement Product may at Our option be a
future version or edition of Your original Product. In all cases where
a replacement cannot be made, You will receive reimbursement for the
original purchase price of the Product, excluding sales tax and
delivery charges.
We reserve the right to replace the Product with a remanufactured or
refurbished Product.
The replacement Product will be mailed to You at no cost.
LIMIT OF LIABILITY. Maximum liability under this Contract shall be the
original purchase price of the Product, excluding sales tax and
delivery charges. This Contract will expire upon the earliest of (a)
the date We reimburse You for the original purchase price of Your
Product; (b) the date We have, as a result of services and/or
replacement products provided to You, incurred costs under this plan
equal to the original purchase price of Your Product; or (c) the
expiration date. ADH Coverage (described below) is limited to one (1)
replacement during the term of this Contract.
WAIT PERIOD. This contract does not have a wait period.
TERM OF COVERAGE. Coverage begins at the date of Product delivery and
ends two-years from the delivery date or expiration date, if sooner.
ACCIDENTAL DAMAGE FROM HANDLING (ADH). Your Product is protected
against accidental damage from handling. ADH only covers operational
or mechanical failure caused by an accident from handling and does not
include protection against theft, mysterious disappearance,
misplacement, viruses, reckless, abusive, willful or intentional
conduct associated with handling and use of the Product, cosmetic
damage and/or other damage that does not affect the unit
functionality, damage caused during shipment between You and Our
service providers and any other limitations listed in the Limitations
of Coverage section. Any resultant damage from this type of treatment
is NOT covered by this ADH program. The use of this coverage requires
an explanation of where and when the accident occurred as well as a
detailed description of the actual event. Failure to provide this
information will result in claim denial. ADH coverage is limited to
one (1) replacement during the term of this Contract.
DEDUCTIBLE. No deductible applies to this Contract.
RENEWABILITY. This Contract is not renewable.
LIMITATIONS OF COVERAGE This Contract Does Not Cover:
Any equipment located outside the United States.
Service or replacement required as a result of any alteration of the
equipment, or repairs made by anyone other than a participating
servicing dealer, an authorized service provider, its agents,
distributors, contractors or licensees, or the use of supplies other
than those recommended by the manufacturer.
Damage or other equipment failure due to the failure to maintain the
equipment according to the owner's manual instructions (except ADH
claims), abuse, vandalism, theft, fire, flood, wind, freezing, power
failure, inadequate power supply, unusual atmospheric conditions, acts
of war, acts of God or other force majeure events. D. Service or
replacement necessary because of improper storage, improper
ventilation, reconfiguration of equipment, or the failure to place the
equipment in an area that complies with the manufacturer's published
space or environmental requirements.
Any utilization of equipment that is inconsistent with either the
design of the equipment or the way the manufacturer intended the
equipment to be used. Any and all cases in which the manufacturer of
the equipment would not honor any warranty regarding the equipment.
Equipment used commercially or in a commercial setting or equipment
sold as a rental.
Cosmetic damage such as, but not limited to scratches, dents, rust,
stains.
Nonfunctional parts such as, but not limited to, plastics or finishes.
Expendable or lost items, such as, but not limited to ear buds or head
phones.
Consumable items; consumable items are defined as any part that is
considered consumable by the manufacturer and/or any item that is
designed to be consumed (wear out) during the life of the Product,
regardless if it is consumer replaceable or not.
Pre-existing conditions (incurred prior to the effective date of
coverage) known to You.
In-warranty parts not provided or shipped by the manufacturer.
Operational or mechanical failure covered by manufacturer's recall,
manufacturer's warranty extension, or factory bulletins, (regardless
of whether or not the manufacturer is doing business as an ongoing
enterprise).
Consequential damages as a result of malfunctioning of or damage to an
operating part of the covered equipment, or damages as a result of any
repairs or replacements under this agreement. Damages caused by delays
in rendering service or loss of use during the period that the Product
is at the authorized service center or otherwise awaiting parts are
not covered. You are responsible for creating back-ups of all Your
data and software on a regular basis.
Operational or mechanical failure which is not reported prior to
expiration of this Contract.
Equipment sold without a manufacturer's warranty or sold "as is" is
not covered.
Loss or damage as a result of violation of existing federal, state and
municipal codes including, but not limited to power surge and spike
resulting from a violation of those codes.
Transit or delivery damage, damage caused by packing, unpacking,
assembly, installation, or removal. Short circuit, loss of use, lack
of maintenance, bodily injury, adjustments, periodic checkups or
maintenance.
Any cost recoverable under an insurance policy (in such case, this
Contract will cover any applicable deductible).
Any software, including but not limited to, application programs,
network programs, upgrades, formatting of any kind, databases, files,
drivers, source code, object code or proprietary data, or any support,
configuration, installation or reinstallation of any software or data.

Equipment where the serial number does not match the Product covered
under this Contract.
CANCELLATION AND REFUND. You may cancel this Contract at any time for
any reason if You have not had a claim. If You cancel this Contract
within sixty (60) days of the date purchased and have not filed a
claim You will receive a refund of the full purchase price. If You
cancel this Contract thereafter and have not filed a claim, You will
be refunded the remaining days of coverage on a monthly prorated
basis. You nor the seller nor We are obligated to renew this Contract
beyond the current term.
STATE VARIATIONS. Certain states requires additional terms and
conditions that are available, prior to purchase, at each store
location, by visiting www.bn.com/protectionplan/statevariations or by
calling 1-800-843-2665 which are hereby incorporated by reference
TRANSFERABILITY. You may transfer this agreement to any person by
sending written notice to: Service Net, P.O. Box 1411, Jeffersonville,
IN 47131-1411.
NOVATION. If We assign another insurance carrier with an "AM Best"
industry rating of A- or better under this Contract directly or
indirectly, such new insurance carrier will carry the liability under
this Contract.
RIGHT TO RECOVER FROM OTHERS. If We make any payment, We are entitled
to recover what We paid from other parties. By accepting settlement of
a claim, You transfer to Us Your right to recovery against any other
party.
COVERAGE AND TERM. This is not an Insurance Policy. As the
Administrator, We will assist You in understanding Your warranty and
coverage benefits from the day You purchase Your Plan. If Your Product
needs repair for operational or mechanical failure, You are required
to call the toll free number 1-800-843-2665 If We fail to pay or
provide service on a claim within 30 days after proof of loss has been
filed, or in the event We are no longer a going concern, You are
entitled to make a written claim directly against the Insurer, New
Hampshire Insurance Company or Illinois National Insurance Company,
175 Water Street, 20th Floor, New York, NY, 10038. Telephone
1-800-250-3819. Please enclose a copy of Your plan when sending
correspondence to the Insurer. There are some limitations of coverage.
You should review the limitations of coverage paragraph for details.
ENTIRE CONTRACT. This is the entire Contract and no oral modifications
are valid.
LIMITATION OF LIABILITY. THE SELLER, SERVICE NET, THEIR AGENTS,
CONTRACTORS OR LICENSEES WILL NOT UNDER ANY CIRCUMSTANCES BE LIABLE
FOR ANY INCIDENTAL, CONSEQUENTIAL, OR OTHER INDIRECT DAMAGES,
INCLUDING, BUT NOT LIMITED TO, PROPERTY DAMAGE, LOST TIME, LOST
REVENUE OR PROFIT, LOST DATA RESULTING FROM THE BREAKDOWN OR FAILURE
OF ANY EQUIPMENT OR FROM DELAYS IN SERVICING OR THE INABILITY TO
RENDER SERVICE ON ANY COVERED EQUIPMENT. THERE ARE NO EXPRESS OR
IMPLIED WARRANTIES MADE HEREIN. WE SPECIFICALLY DISCLAIM ANY AND ALL
WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION,
THE WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY
AND NON-INFRINGEMENT.
MANUFACTURER'S WARRANTY. This Contract does not replace or change the
terms and conditions of the manufacturer's warranty.
If You have any questions, require customer service, or wish to report
a claim, please contact: 1-800-843-2665.

Reply

Extended Warranty at Wally World by desuhu Tue July 16, 2013 @ 9:41 PM




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