Advertisements Four years ago I was walking through my local Best Buy and noticed that they had a floor model Tivo on the shelf with a Last One sticker priced at $99. I asked the sales associate about the box and he told me that it was priced as is and that the remote was broken. I told him that I was interested and asked him to ring it up. We got to the inevitable point of the Best Buy Performance Service Plan and he started his pitch. If it breaks and we cant fix it, we hand you a new one. Its even better if we dont have one exactly like it because we just give you the upgrade for free. It is $80 for four years, its CHEAP! I argued with him that I didnt think it was worth it and he replied with, If I drop the price of the Tivo down to $80 would you buy the Plan? I thought about that for a moment or two and was finally swayed. I walked out the door a happy man with an $80 30 hour Tivo and an $80 4 year exchange warranty if repair was not available. In June of the next year, the 30 Hour Tivo started locking up, I believe that the hard drive was starting to go out. I took my Tivo back to the store with my receipt and turned it in for service. There was some confusion regarding if it was something to be fixed in the store or shipped off to be fixed elsewhere and how long this process would take, but that was soon sorted out and I left the store a happy man. Approximately two weeks later, I called the Best Buy 800 Service Department number to try and follow up on my Tivo and how long I would be without one of the most used devices in my house. A very nice woman talked to me over the phone and gave me some reassurances that she would track down the progress my Tivo had made and would call me back. A few days later she did indeed call me back and told me that the Tivo was unfortunately not a repairable item and that she would need to process some paperwork and forward it to the store so I could go in for an exchange. I asked her how long that would take and she replied that it should not take more then a few days and that she would call me again when that process was completed. A few more days pass and she does again call me with news that I should be able to head to the store and look for an exchange. I was happy with the news, it had been around three weeks by this time and I was suffering from Tivo withdrawal. That night I headed to the store and went to the service desk and identified myself. The person at the service desk looked up some paperwork for a few minutes, asked me to wait for a few minutes while she tracked down a manager to handle the exchange. After a short wait, a manager started to work with me. She asked that I find a replacement model on the shelf so I walked to the electronics department and found a 40 hour Tivo and brought the box up to the service desk. The manager told me that I would have to pay for the price difference between what I paid for my original Tivo and the replacement Tivo. I disagreed with her because of that the associate told me when I purchased the Performance Service Plan, that if repair was not an option that it was Best Buys responsibility to provide me with a replacement. She and I continued to disagree on this point, telling me that all of the things that the original sales associate told me were wrong and while she was sorry I was told these things, it did not change the facts of what we were facing at the moment. If I wanted a replacement Tivo, I would need to pay an additional $130. I was extremely unhappy at this development. After finding out that I was lied to, I was now faced with an expense that I certainly was not expecting. I worked through my options and told the manager that I would pay the difference between the two. I settled the bill and left, a very unhappy man. Three years later, I am now faced with a Tivo that has similar symptoms. Locking up and now the hard drive in the Tivo is clicking, certainly not a good sign. I called the Best Buy Customer Service department to determine what if any coverage remained from my Performance Service Plan. I was informed that I had originally purchased the Plan on May 30, 2002 and I had 10 days left. I wrote down the receipt information, unplugged my Tivo and headed for the store. After waiting in line for a few minutes, I presented my broken Tivo and my paperwork. This time a manager was on hand and asked me to retrieve a Tivo from the shelf. Familiar with the process, I looked at the available Tivos and chose an 80 hour Tivo thinking that I would be paying for the exchange anyway, why not upgrade? Back at the service counter, the manager greeted me and informed me that repair was not an option and that exchange was also now out of the question as I had already used the Plan to do an exchange once already. He offered to discount the new Tivo 10%, but this is $225, not the $50 or so I was expecting to spend. I told him that I was extremely unsatisfied with the process that I had been through over the years with this Performance Service Plan and that I would not be paying that much money. I left the store, again a very unhappy man. Let this serve as a warning to any potential Best Buy customers.