Extended Warranty / Protection for Lumia 920

Extended Warranty / Protection for Lumia 920 - Nokia Lumia 920

The Lumia 920, which I bought at Microsoft store back in February of this year, stopped charging via wireless. I took it to the Microsoft store to see what can be done (expecting Apple like treatment) and the store manager gave me 2 options:
1. To have the phone sent to Nokia for repairs - the warranty center will check the phone and let me know if the repair is within warranty.
2. Exchange the phone for a new one, but only if I buy a 2 years extended warranty for $99. He said he will wave the $50 replacement fee this time only.
I did go with option #2 and walked away with the new phone. The problem is that the new phone has a headphones jack issue - the sound only plays from the right headphone. I suspect if i take the phone back it will be exchanged for a new one outside of extended warranty.
So my question is: Did I make a mistake for buying the extended warranty? I have a feeling that this phone will be out of date (and possibly not supported by MSFT) before the 2 years extended warranty runs out. $99 is the 1/5 of the price of the new phone...
Thoughts?

You bought an extended warranty. That now covers the phone with the headphone issue. Your old phone no longer exist and everything is about the new one. That being said you should be able to get the new one fixed at no charge. I also think the MS store ripped you off. They should not be able to legally require you to buy an extended contract to get a phone replaced. Honestly I would fight this since we are dealing with a 600 USD phone here that should be replaced for free as long as it is with in warranty. Also does the extended warranty cover things like drops or water damage? If not then you wasted your money on the warranty. The AT&T extended warranty which cost an extra 9 bucks a month covers ANYTHING that can or could happen to phone rather accidental or on purpose for the length of the contract. I could drop it then back my car over it and they would replace it no questions asked.

Solarenemy68 said:
You bought an extended warranty. That now covers the phone with the headphone issue. Your old phone no longer exist and everything is about the new one. That being said you should be able to get the new one fixed at no charge. I also think the MS store ripped you off. They should not be able to legally require you to buy an extended contract to get a phone replaced. Honestly I would fight this since we are dealing with a 600 USD phone here that should be replaced for free as long as it is with in warranty. Also does the extended warranty cover things like drops or water damage? If not then you wasted your money on the warranty. The AT&T extended warranty which cost an extra 9 bucks a month covers ANYTHING that can or could happen to phone rather accidental or on purpose for the length of the contract. I could drop it then back my car over it and they would replace it no questions asked.
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That was the first option he was offered from the store. They do not have to replace the device on the spot, they are allowed to send it in for repair. At least, that's how our law in germany is, not sure about other countries.

Localhorst86 said:
That was the first option he was offered from the store. They do not have to replace the device on the spot, they are allowed to send it in for repair. At least, that's how our law in germany is, not sure about other countries.
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Unless Germany is just strange, there really is no law that dictates this. It is just what most have accepted as the norm and so the businesses use such policies becuase they can and no one knows better. As the paying customer you have a right to decide ho it is handled if it is under warranty. Typically you just ask then to give you a new phone on the spot and then they do whatever with the bad one. The usually will send it in for repair then sell it as a refurbished unit. Sometimes rather than a new phone they will offer you a refurb which many times is better becuase it has all the known issue of a new unit fixed.
Of course this all does not really matter now as what done is done but in the future, as a paying customer it helps to know your rights and not to let the business take you for a ride.

Solarenemy68 said:
Unless Germany is just strange, there really is no law that dictates this. It is just what most have accepted as the norm and so the businesses use such policies becuase they can and no one knows better. As the paying customer you have a right to decide ho it is handled if it is under warranty.
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This is definatelly not true for germany. In germany Law dictates that the customer has to allow the seller/manufacturer to fix a broken device or item 3 times in a reasonable ammount of time. Court orders have proven that this means a shop can send the item in for repair and is not forced to either give you a brand new phone or a "rental" unit. He can also offer you to nullify the sales contract and refund you (note: offer, not force). If the seller decides to replace the phone, he still is not forced to replace it on the spot but in a reasonable ammount of time it takes for a replacement unit to arrive. If the seller/manufacturer fails to deliver a fully working product after the third try (note that the law does not explicitly state "third try" or "three times" but again uses the wording "reasonable" - which courts have often ruled to be three or four times) you can demand he refunds you the full price of the item.
EDIT: I can also not believe that other countries, including the US, can by law force the seller to replace the item on the spot. It's simply not reasonable as it would require the seller to keep a sufficient stock of devices in storage he can effectively not sell to customers as they need to be held back for "replacements".

Localhorst86 said:
This is definatelly not true for germany. In germany Law dictates that the customer has to allow the seller/manufacturer to fix a broken device or item 3 times in a reasonable ammount of time. Court orders have proven that this means a shop can send the item in for repair and is not forced to either give you a brand new phone or a "rental" unit. He can also offer you to nullify the sales contract and refund you (note: offer, not force). If the seller decides to replace the phone, he still is not forced to replace it on the spot but in a reasonable ammount of time it takes for a replacement unit to arrive. If the seller/manufacturer fails to deliver a fully working product after the third try (note that the law does not explicitly state "third try" or "three times" but again uses the wording "reasonable" - which courts have often ruled to be three or four times) you can demand he refunds you the full price of the item.
EDIT: I can also not believe that other countries, including the US, can by law force the seller to replace the item on the spot. It's simply not reasonable as it would require the seller to keep a sufficient stock of devices in storage he can effectively not sell to customers as they need to be held back for "replacements".
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I never said it was a law, but buyers right. They do not have to replace it on the spot unless the customer asks to do so. Most don't becuase they do not know they have that right. So no a store does not keep stock becuase they very rarely have to replace a phone on the spot.

Solarenemy68 said:
I never said it was a law, but buyers right.
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If it is not in the law, how can it be buyers right? There has to be a law governing the rights and dutys of all parties involved in a purchase.

Related

How long is the HD2 UK warranty?

As the title says..
Also know any good UK repair sites to send my phone off to?
Thanks

all electronic products sold in the uk carry a 1 year manufacturers warranty against hardware faults and most software issues. ("fit for use") they do not have to refund the cost of returning it to them, and they shouldn't charge you for them returning it to you, unless there is no fault found in which case they can charge a shipping and handling fee.
if you bought it from eg. carfonewarewolf with a sim/contract or on contract from a network, then they should be your first point of contact, and again, it's usually a year, though if you bought it with no sim, just plain bought it, then they can simply refer you to the manufacturer.
(standard 30 day new product rules apply, for first 30 days always go back to where it was bought and they should replace it.)

samsamuel said:
all electronic products sold in the uk carry a 1 year manufacturers warranty against hardware faults and most software issues. ("fit for use") they do not have to refund the cost of returning it to them, and they shouldn't charge you for them returning it to you, unless there is no fault found in which case they can charge a shipping and handling fee.
if you bought it from eg. carfonewarewolf with a sim/contract or on contract from a network, then they should be your first point of contact, and again, it's usually a year, though if you bought it with no sim, just plain bought it, then they can simply refer you to the manufacturer.
(standard 30 day new product rules apply, for first 30 days always go back to where it was bought and they should replace it.)
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Thank you very much. Looks like im out of warranty by 3 months or so Typical. Looks like Ill have to look for a repair shop

I asked HTC UK this question and was told 2 year warranty. They also confirmed my warranty end date.
Quote: "the warranty is 2 years from purchase"
I was having issues with the phone being in car kit mode, but WD40 the usb port and gave it a clean; seems to have solved it as I was dreading having to get a new phone/pay for repair. Luckily I still have a years warranty.

xandraw9 said:
Quote: "the warranty is 2 years from purchase"
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in that case i stand corrected. I can say i've never dealt with an electronics dealer that offered more than one year, unless you pay of cousre, heh.
@op if you do speak to HTC, let us know if they say yes or no.

Ill give them a call tomorrow.
Been reading up their website and they say 1 year from purchase, and also..
Examples of Non Warranty chargeable repair due to Misuse and / or accident includes: Damage to the charger connector socket pins through use of undue force.
http://service.europe.htc.com/Warrenties.aspx
http://service.europe.htc.com/terms.aspx

kanesw said:
Ill give them a call tomorrow.
Been reading up their website and they say 1 year from purchase, and also..
Examples of Non Warranty chargeable repair due to Misuse and / or accident includes: Damage to the charger connector socket pins through use of undue force.
http://service.europe.htc.com/Warrenties.aspx
http://service.europe.htc.com/terms.aspx
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Mostly the warranty of electronic products is 1 year; but some sores (in combination with the manufacturer) gives one year plus = 2 years.
But don't forget, warranty is only valid on production errors; and only on the device it self. Batteries and accessories have only 6 months warranty

[Q] BestBuy Geek Squad Black Tie Protection

People that bought their tablet at BestBuy are u opting into getting the Black tie protection plan?
I bought the 32gb 10.1 tablet and they stated that the prices are:
1yr- $110
2yr- $170
3yr- $249
Tech support with accidental damage coverage.
You also get half off the buy back program if u purchase the above.
$25 instead of $50
Also share yoru thoughts on why or why u didnt purchase.
You can add the service when u purchase or within the 14 day return window (just have to bring device in for them to confirm all is ok)

Have you comparison shopped at squartrade.com first of all?
Personally I never buy warranties. I guess I'm just careful with my stuff. Simple as that.
Sent from my SCH-I800 using Tapatalk

Squaretrade price for this tablet including accidental damage (water, screen breaking, etc) for 2 years is 69.99 with a $30 off code of thirty30.
If you're afraid of breaking your screen or whatever, this is the way to go. No deductible.

As per an article in PC World magazine, July issue I beleive, Best Buy will not cover you if the "accidental damage" occurs if you leave it on the roof of your car, drive off, then it falls under the wheel and then you run it over but Squaretrade will. So if you get BB don't tell them your car ran over it. BB only covers damage if damaged while under "normal use."

I just got out from under my rock ... this is the first i am hearing about squaretrade.com
ya i checked it out and it would be 69.99 for a year
i guess if anything is wrong u would have to mail the unit to them ... maybe even pay for return shipping ...?
i have to read more about it ... u can add this service at anytime?
how do they know if the tablet is not already broken when u add service .. u have to send in receipt?
this is definitely cheaper then bestbuy ... having spent 600 i feel u need some type of protection

Here's the terms of the accidental damage coverage:
"If your warranty is bought on the same day as your item, then ADH coverage begins immediately, otherwise ADH coverage begins 30 days after purchase, and does not cover willful damage, negligent use, theft or loss. A $50 deductible applies on ADH-related claims for Cell Phones only. SquareTrade has waived the deductible for all other ADH claims. ADH is not available on all items. "

iTouch24 said:
I just got out from under my rock ... this is the first i am hearing about squaretrade.com
ya i checked it out and it would be 69.99 for a year
i guess if anything is wrong u would have to mail the unit to them ... maybe even pay for return shipping ...?
i have to read more about it ... u can add this service at anytime?
how do they know if the tablet is not already broken when u add service .. u have to send in receipt?
this is definitely cheaper then bestbuy ... having spent 600 i feel u need some type of protection
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That $69.99 was for 2 years not 1.
If you are simply having a "problem" with it you have to send it back. They send a prepaid label. Usually they just send you a refund for the entire device rather than fix it.
My wife had a B&N Nook Color and she dropped it in the bathtub while reading a book. After shaking the goldfish out of it and baking it in a container full of rice it was still dead so I filed a claim online with S.T. the next morning. 2 hours later I had a return label and 8 hours after that I was paid in full for the Nook. EVEN BEFORE I RETURNED IT TO THEM. Was quite surprised.
One difference between BB and ST: With ST if they pay you for the device if it is damaged or dies that's it, your "2 year" coverage is over. You get your check and you're done. If you replace the device you must buy the coverage again. With BB they just give you a new one and your overpriced coverage continues for the term of your policy.

I never buy extended warranties...for 2 main reasons:
1) They're largely a scam and the store gets a large portion of the price they charge for them (which is why they instantly discount them the second you decline).
2) I'm fairly persistent and persuasive when it comes to getting companies to stand behind their product. I've gotten Nissan, Samsung, and others to pay for repairs of products that were out of warranty. And I'm with LordLugard...I take good care of my stuff.

Definitely stay away from any Best Buy warranty policy, way too overpriced! They tried selling me one and I just laughed when I heard their prices. Sqaretrade is where its at, thats where I bought mine from. Also, setting up your warranty is super easy. For example, I ordered my tab through Amazon and all I did was forward squaretrade my invoice and that was all they needed, couldnt have been any easier. And you never know when you might accidentally get bumped into and whoops, there goes your shattered $600 tablet.

Dont waste your money at bestbuy. If you want a protection plan get one from square trade.
Best Buys plan is so much more expensive because its actually TWO companies involved. Best Buy and AIG insurance.

Check out worthavegroup.com thats where I bought my tablet insurance.

Ok, so I have a question about SquareTrade.
I put a quote for my 16GB model and it is $54.99 for two years or $38.49 with the 30% off code. However, if I look that only covers 100% parts/labor, etc. It looks like accidental damage is an additional $45.
Those of you that are saying $69.99 does that include the accidental addition? I have never used squaretrade before (just heard of it recently), so those that have, what does the normal warranty cover?
Any additional information is greatly appreciated.

Nevermind. I just looked at the other picture posted earlier and the accidental was on there.
But, if anyone still wants to expand on my questions minus the cost, that would be great

http://www.squaretrade.com/pages/learn-more-warranty-buyer
also, as you read this page, click "see details". Looks like mostly parts failure, and labor cost which I assume is covered by Samsung for 1 year, but you can use this for up to two years.
Honestly I'm thinking I'll get this mainly for the accidental damage. I would be devastated if I broke my screen lol.

This is incorrect. If your device gets replaced through best buys protection plan, coverage is over and you would have to repurchase the plan for the replaced device.
Sent from my GT-P7510 using Tapatalk

ollie6286 said:
This is incorrect. If your device gets replaced through best buys protection plan, coverage is over and you would have to repurchase the plan for the replaced device.
Sent from my GT-P7510 using Tapatalk
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You are correct.

I bought and Ipad 1in january with the black tie protection accidental coverage($109.00). My screen got cracked today and I took it to best buy. Within 30 seconds of getting there, thw geek squad kid told me he would give ma a new one to replace it. He then went on to say that they dont have anymore ipad 1. That I would get an Ipad2.
I asked him if I could get a galaxy tab 10.1. He said no, but that I could take the ipad 2 and come back to exchange it. That's what I did and now I have a Samsung galaxy tab 10.1.
In summary, Im a believer of the protection program. I bought an ipad in january and now I have A GALAXY TAB 10.1

MisterEdF said:
That $69.99 was for 2 years not 1.
If you are simply having a "problem" with it you have to send it back. They send a prepaid label. Usually they just send you a refund for the entire device rather than fix it.
My wife had a B&N Nook Color and she dropped it in the bathtub while reading a book. After shaking the goldfish out of it and baking it in a container full of rice it was still dead so I filed a claim online with S.T. the next morning. 2 hours later I had a return label and 8 hours after that I was paid in full for the Nook. EVEN BEFORE I RETURNED IT TO THEM. Was quite surprised.
One difference between BB and ST: With ST if they pay you for the device if it is damaged or dies that's it, your "2 year" coverage is over. You get your check and you're done. If you replace the device you must buy the coverage again. With BB they just give you a new one and your overpriced coverage continues for the term of your policy.
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As someone pointed out later in the thread...
ollie6286 said:
This is incorrect. If your device gets replaced through best buys protection plan, coverage is over and you would have to repurchase the plan for the replaced device.
Sent from my GT-P7510 using Tapatalk
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This is correct. I work for Best Buy and I can tell you this is how our GSBTP plan works.
rjohmit said:
I never buy extended warranties...for 2 main reasons:
1) They're largely a scam and the store gets a large portion of the price they charge for them (which is why they instantly discount them the second you decline).
2) I'm fairly persistent and persuasive when it comes to getting companies to stand behind their product. I've gotten Nissan, Samsung, and others to pay for repairs of products that were out of warranty. And I'm with LordLugard...I take good care of my stuff.
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Click to collapse
I agree and disagree with you. As an employee, I don't see them as a scam at all. I do think that they are pricey for a regular customer (considering what we pay for them). We also won't (well, shouldn't per our policy) discount them just because you decline at first. That doesn't happen at our store.
To your second point, I don't see any company repairing something for free that you physically damaged. Best Buy won't do it without a GSBTP plan with ADH (you can get them without it) and I've never seen a manufacturer do it either.

This doesn't feel like it was a serious poll.

ASUS wont RMA my device for free

Received my Prime 2 weeks ago. After finding device unusable due to lag I unlocked bootloader and installed custom ROM. Afetr a few days use I noticed really bad screen bleed on right side of unit due to what seems to be a slightly loosely fitted screen. I called for an RMA confident because I had read lots of stories on here about repairs for free after unlocking. Well its all BS here in the UK, they refused to repair for free, they want £40 for me to send it to Czech Republic, £60 to look at it then £100 for new motherboard to remove unlock (even tho i stated this isnt required they said they have to do it) and then an estimate of £100 to fix screen issue. £300 to repair a £500 item thats 10 days old. Basically, I will never buy an ASUS item ever again. shocking product, shocking service. Actually going to throw it in the bin........

Why not just take/send it back to the retailer?
"If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right, and should not evade this responsibility by referring you to the manufacturer in the context of a guarantee or warranty".

I bought it from VERY and they are saying that because I have unlocked it, it invalidates any form of warranty. They stated that if i had reported issue before unlocking it they could replace it but as I unlocked it I have to go through ASUS.

MarcWhittle said:
I bought it from VERY and they are saying that because I have unlocked it, it invalidates any form of warranty. They stated that if i had reported issue before unlocking it they could replace it but as I unlocked it I have to go through ASUS.
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Tell them to sod off. Your unlocking agreement is between you and ASUS. It did not affect your relationship with the reseller in any way what so ever.

Sucky as it is that was the risk of unlocking...
But screen bleeding/loosy screen might be easily fixable by opening up your prime yourself (hey, warranty is gone anyway). Can't find the thread as fast but look around (and on youtube) for some guides on opening your prime and fixing lightbleed/wifi.

Forget what you have done - unless you believe that light bleed can be caused by software (if it can then I wonder if software can repair it). I understand that the ASUS warranty conditions are not enforceable in the US - there's an item on it on an Android web site (not a forum). Very are a significant mail order operation. Look at http://www.very.co.uk/help/en/online-help-system.page?choice=group&segment=789 and their statement:
Sale of Goods Act 1979
If any product we supply fails prematurely due to an inherent fault (manufacturing defect), we will provide you with an appropriate remedy e.g. repair, replacement, or refund. Just call us on 08448 222 321.
There is sufficient evidence on this site that light bleed is an inherent fault

teardown:
http://www.anandtech.com/show/5286/asus-eee-pad-transformer-prime-teardown
i got insurance on mine covering any accidental damage. Im not advocating fraud but there is incurance out there for tablets...

Depending on the retailer most places have a 14 day return policy (at least around here) for tablets or TV's and other specific items. Always inquire "If i have any defects with this product how long do i have to return it or replace it".
If there is a defect in the screen why tell them you unlocked it? "Hey, i want to replace / return this tablet" "Why" "Mura in the edge of the screen, the light bleed is getting pretty bad and its only getting worse over time"
Thats it. If they ask if its unlocked play dumb. "Idunno, its my brothers, i dont think so"
I dont know what to tell OP other than maybe try closing the ticket and starting a new RMA ticket with a different Asus rep maybe they will be more understanding? Screen bleed cant be caused by unlocking however you did void your warrenty they dont owe you anything.
Let this serve as a lesson to everyone, dont unlock unless your 110% happy with the hardware.

Hawke84 said:
teardown:
http://www.anandtech.com/show/5286/asus-eee-pad-transformer-prime-teardown
i got insurance on mine covering any accidental damage. Im not advocating fraud but there is incurance out there for tablets...
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You are right.When I bought mine, as I knew about all the problems this tablet was having I also bought a 1 year insurance(can renew it for 1 more after after the first year) for £60, that covers pretty much everything that happens with the device, caused by myself or not, this service is available for every single electronic equipment bought in Sweden. Hope you have something like this in the UK as well.

I would keep trying with the retailer, unless you actually have them document something with your particular serial number and put a huge red flag on it that every employee will immediately see, I think you will be able to talk to the right person and have them do an exchange for a new one.

Thanks for all the replys guys. I called Trading Standards today and they basically told me VERY dont have a leg to stand on. Unlocked or not, all that does is invalidate contract with ASUS for warranty, under the SOGA very HAVE to replace it. I phoned them back and told them all this and they are still disagreeing!! Spoke to TS a second time and they told me to send it back with a letter telling them they have to replace it, and even linked me to a site to cut and paste some handy legal jargon for them!

deadlocked007 said:
Why the Hell would you tell them its unlocked dumbass...
Sent from my PG86100 using xda app-developers app
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Because Very needed to contact ASUS and during their call ASUS told them. Dumbass

NeoteriX said:
I just want to make sure I understand:
1) You unlocked your device and read the official and explicit disclaimers on voiding warranty if you were to proceed with unlocking.
2) You relied upon unofficial anecdotes by forum members suggesting they had success with warranty service despite unlocking.
3) You did not receive an second, official position on the issue from ASUS on unlocking bootloaders.
4) You took and accepted a risk in accepting the unofficial anecdotes that warranty service would be accepted with an unlocked bootloader, knowing full well that was not an official position of ASUS.
5) Your warranty has now been denied.
6) You're now blaming ASUS for poor service.
...Okay.
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Im blaming ASUS partly for releasing this laggy piece of **** that HAS to be unlocked to be usable. Im blaming them for wanting £300 and a trip to Czech Republic for repair. Im blaming them for stating they wouldnt repair just the screen at my cost without replacing motherboard at cost of £100 to remove lock. all on a two week old device! Screw the warranty, I knew what i was doing, I just find it ridiculous they want to make another £300 off me when realistically its a case of removing screen and refitting same screen correctly like they should have done in first place. Ten minutes work for them but justifiable at £300? I think not.
Just cause your happy with your product and service dude, doesnt mean we all have to be.

MarcWhittle said:
Received my Prime 2 weeks ago. After finding device unusable due to lag I unlocked bootloader and installed custom ROM. Afetr a few days use I noticed really bad screen bleed on right side of unit due to what seems to be a slightly loosely fitted screen. I called for an RMA confident because I had read lots of stories on here about repairs for free after unlocking. Well its all BS here in the UK, they refused to repair for free, they want £40 for me to send it to Czech Republic, £60 to look at it then £100 for new motherboard to remove unlock (even tho i stated this isnt required they said they have to do it) and then an estimate of £100 to fix screen issue. £300 to repair a £500 item thats 10 days old. Basically, I will never buy an ASUS item ever again. shocking product, shocking service. Actually going to throw it in the bin........
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Click to collapse
You unlocked it. That invalidates the warranty. You can't take what other people on the Internet say over what the unlocker says. Maybe they are charging you a whole bunch; you'd want to speak to their manager for info.
If you are going to throw it away just because of a light bleed, might as well ship it to me. I'd gladly take it off your hands.
---------- Post added at 07:09 PM ---------- Previous post was at 06:53 PM ----------
MarcWhittle said:
Thanks for all the replys guys. I called Trading Standards today and they basically told me VERY dont have a leg to stand on. Unlocked or not, all that does is invalidate contract with ASUS for warranty, under the SOGA very HAVE to replace it. I phoned them back and told them all this and they are still disagreeing!! Spoke to TS a second time and they told me to send it back with a letter telling them they have to replace it, and even linked me to a site to cut and paste some handy legal jargon for them!
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Click to collapse
According to Very's website, they have to have it returned as is with everything intact. Unlocking it and installing a ROM is not 'as is' and would cost THEM money to undo what you did via unlocking, which means sending it back to Asus and costing them money.
We will replace or refund most items provided they are returned to us within 21 days of receipt complete, unused, in their original packaging and with any security tags intact.
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They aren't going to foot that bill.
If you really want to repair it, just do it yourself.
Additionally, getting a repair from them means going through Asus. If your warranty is invalidated in any way, they can't do that. You voided the warranty implied via the sale.
You're trying to game the system to have another company pay for repairs when you voided the one year warranty already.

to fix a good percentage of that screen bleed, all op has to do is open up tablet. then loosen the display screws. then retighten them slowly. several accounts of screen bleeds being fixed this way. screen bleed is likely from display screws being tightened to tight. there's a thread, by Erusman I believe, that details how to open prime up without messing anything up.

man they looks like alot of people been getting bad screens im surprised no one has not bought and extra prime switch screens and return the bad one lol i would not do that though lol just thinking lol :angel:

I complained to the FTC
I was just told (yesterday) that because I had unlocked my device my screen failure wouldn't be covered under warranty. They haven't even given me an RMA yet. They just looked it up in their DB and said it was unlocked so I was out of luck.
I filed a complaint with the FTC here in the US but I'm not expecting much.

I'm curious. Do you guys as Internet lawyers think you're smarter then Asus lawyers? Cause let's be honest, Asus lawyers wrote the agreement for unlocking, not some cs rep. None of you have a leg to stand on and the constant whining on this forum about unlocking and voiding your warranty and then Asus not covering it is tiring.

st33med said:
According to Very's website, they have to have it returned as is with everything intact.
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I would suggest that this only refers to returning or exchanging the item. In this case, where the item is damaged / not fit for purpose, I believe the Sales of Good Act / Distance Selling Regulations apply and the OP is entitled to a replacement from VERY.
I think going with Trading Standards is a great idea and I'd be really interested to hear from the OP as to the results of their dealings with TS and VERY.

[Q] Does anybody else have the Geek Squad protection?

So today, after I just finished rooting my phone, stepped out to have a smoke. I walked and dropped my phone off a wooden stair and into a icicle puddle on an already present soft pile of snow. On the first hit the back flew off and then fell battery side first. It now won't turn on, so would best buy cover this?

My first thought is by protection you mean not letting them touch my phone, then yes
Being serious if their protection covers accidental damage they should be to swap it out no problem. If not and you have insurance on your phone go to a VZW store.
Neither place can tell if you are rooted/unlocked etc when the phone doesn't power up.

Yeah, they should replace it no problem. You'll be without your phone for several days, but that's about the worst of it. I used their plan for a couple of years with my Galaxy Nexus. Was pretty easy to work with.

Do they cover water damage though? I know assurian will not cover the device for water damage. They have those white stickers on battery and inside back of phone. When it gets wet it turns red. Not sure about best buy coverage but wanted to give you a heads up just in case. Sorry to hear about your loss that does suck.

orfius christ said:
So today, after I just finished rooting my phone, stepped out to have a smoke. I walked and dropped my phone off a wooden stair and into a icicle puddle on an already present soft pile of snow. On the first hit the back flew off and then fell battery side first. It now won't turn on, so would best buy cover this?[/QUOTE
I have the geek squad through best buy and I pay 9.99 a month. I had gs3 before this that I bought in august at best buy. They replaced my gs3 twice one after I flashed miui and my phone wouldn't make phone calls or texts and once after the head phone Jack stopped working. Both times they gave me brand new gs3 in store same night they normally send it out and you can get a loaner smart phone for $50 deposit but because refurbished gs3 was on back order they gave me it brand new. Just last week I flashed slim bean 4.2.1 and had the same problem wouldn't make phone calls and after factory reset it was stuck in roaming they couldn't fix it. I told them I had been trying to get Verizon to give me alternate replacement because id been dropping alot of calls and they said because it was gonna be my third replacement and twice it was the sane problem they could give me a credit for $ 699.00 for the full value of the phone and I could pick any phone At best buy so I had them price match Amazon wireless and they have me the note 2 for $699.00 and I just had to start my geek squad program from that date even though I airway payed for this month but I figured it's worth paying for the geek squad twice in one month to get a brand new note 2. So I would say if you have the coverage for 9.99 a month they should definitely replace it. It's just whether or not the on backorder. If the refurbished ones are not on backorder then they ll get you a refurbished in 5 days or so our they can try to fix your phone but that can take 2-3 weeks. ThIs is what they told me before they realized the gs3 was on backorder. How this helps sorry for long explanation. I would definitely recommend geek squad to any one buying a smart phone though because there is no deductible and unlimited claims. Also they told me they don't care if your phone if Is rooted they will still try to fix it or replace it.
Sent from my SCH-I605 using xda app-developers app
Click to expand...
Click to collapse

sean09232 said:
I have the geek squad through best buy and I pay 9.99 a month. I had gs3 before this that I bought in august at best buy. They replaced my gs3 twice one after I flashed miui and my phone wouldn't make phone calls or texts and once after the head phone Jack stopped working. Both times they gave me brand new gs3 in store same night they normally send it out and you can get a loaner smart phone for $50 deposit but because refurbished gs3 was on back order they gave me it brand new. Just last week I flashed slim bean 4.2.1 and had the same problem wouldn't make phone calls and after factory reset it was stuck in roaming they couldn't fix it. I told them I had been trying to get Verizon to give me alternate replacement because id been dropping alot of calls and they said because it was gonna be my third replacement and twice it was the sane problem they could give me a credit for $ 699.00 for the full value of the phone and I could pick any phone At best buy so I had them price match Amazon wireless and they have me the note 2 for $699.00 and I just had to start my geek squad program from that date even though I airway payed for this month but I figured it's worth paying for the geek squad twice in one month to get a brand new note 2. So I would say if you have the coverage for 9.99 a month they should definitely replace it. It's just whether or not the on backorder. If the refurbished ones are not on backorder then they ll get you a refurbished in 5 days or so our they can try to fix your phone but that can take 2-3 weeks. ThIs is what they told me before they realized the gs3 was on backorder. How this helps sorry for long explanation. I would definitely recommend geek squad to any one buying a smart phone though because there is no deductible and unlimited claims.
Sent from my SCH-I605 using xda app-developers app
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Click to collapse
Your experience is a huge exception to the rule. No store here will give you a new phone from their store stock, even if refurbs are unavailable ( it is against Best Buy policy). You simply wait. Is it possible you have connections in the store?
Even with me making a public spectacle of Best Buy's shady Black Tie protection, I didn't get a new phone in-store.

adrynalyne said:
Your experience is a huge exception to the rule. No store here will give you a new phone from their store stock, even if refurbs are unavailable ( it is against Best Buy policy). You simply wait. Is it possible you have connections in the store?
Even with me making a public spectacle of Best Buy's shady Black Tie protection, I didn't get a new phone in-store.
Click to expand...
Click to collapse
No connections at all. The guy asked me do you want to have your phone repaired(2-3 weeks) or do you want a rapid exchange(5 days) I agreed to have phone repaired so I would get the same phone back. He put it in the computer and he said it told him to do rapid exchange then he tried that and it told him to replace it in Store. I had no thoughts of getting a brand new phone it just Happened that way then the 2nd time I didn't mention getting a new one the first time and the same thing happened and it was a different employee. The 3rd time just recently when I got the note 2 I didn't mention any thing about previous new replacements and they offered me another new replacement but i explained the situation with Verizon and wanting an alternate replacement than he told me they could fulfill the plan and give me the credit and that's what I did this time also different employee than 2 previous times. but I definitely don't have connections
Sent from my SCH-I605 using xda app-developers app

It will be covered. You'll have to wait about a week to get it back.
My suggestion is to always either break your phone to the max or damage the phone in away that you can restore to stock so no warranty issues arise.
Sent from my SCH-I605 using xda premium

Rebel908 said:
It will be covered. You'll have to wait about a week to get it back.
My suggestion is to always either break your phone to the max or damage the phone in away that you can restore to stock so no warranty issues arise.
Sent from my SCH-I605 using xda premium
Click to expand...
Click to collapse
Black Tie is separate from the phone warranty. It is insurance, not a warranty.

Travisdroidx2 said:
Do they cover water damage though? I know assurian will not cover the device for water damage.
Click to expand...
Click to collapse
Actually, they do cover water damage.

adrynalyne said:
Black Tie is separate from the phone warranty. It is insurance, not a warranty.
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Click to collapse
I understand that, but from what I have been told voiding the phone warranty would be grounds for not honoring the plan, same reasoning as to why Samsung would not honor the contract
Sent from my SCH-I605 using xda premium

Rebel908 said:
I understand that, but from what I have been told voiding the phone warranty would be grounds for not honoring the plan, same reasoning as to why Samsung would not honor the contract
Sent from my SCH-I605 using xda premium
Click to expand...
Click to collapse
Hogwash on whoever told you that.
The insurance is to cover things not covered by warranty.
For instance, dropping and breaking your phone voids the warranty. Naturally, Black Tie and other insurance comes into play then. If they didn't, that would be grounds for fraud on their part and many lawsuits would ensue.
The only things you need to worry about are what they don't cover according to their TOS.

Travisdroidx2 said:
Do they cover water damage though? I know assurian will not cover the device for water damage. They have those white stickers on battery and inside back of phone. When it gets wet it turns red. Not sure about best buy coverage but wanted to give you a heads up just in case. Sorry to hear about your loss that does suck.
Click to expand...
Click to collapse
Yeah they cover water damage ... its insurance. Like was stated it would open up a major can of worms if they had retarded stipulations.

Having worked for Best Buy Mobile for over 2 years now, I will share what GSP (Geek Squad Protection) means for you.
The plan is allowed only for phones purchased from Best Buy or a non-refurbished like-new iPhone not originally purchased from Best Buy. The plan is phone specific and can cover any phone Best Buy distributes.
Here is what the plan covers and the costs:
Covers:
Water Damage(full submersion and battery replacement)
Accidental damage, broken screen, hardware physicalities etc.
Software malfunctions/defects
Original purchased accessories included in phone packaging including earbuds, charger cable etc.
Unlimited Claims
No deductibles($0)
Loaner Phone coverage(some stores charge $50 deposits).
No commitment, can be cancelled by owner at any desired time
9.99 for smartphones/169.99 for 2 years outright
14.99 for iPhones/269.99 for 2 years outright
5.99 for basic phones/119.99 for 2 years outright
(if an outright plan is purchased, it can still be cancelled and prorated for months used as a refund).
Does not Cover:
Lost or Stolen Items
How it works:
Best Buy goes through a vendor known as Jabil to replace the phones made from service claims. Jabil is a facility that commisions the manufacturers to send parts to the facility to be manufactured back to original state OR send a completely new/already remanufactured device to Best Buy to return to you. The item is not classed "refurbished".
The process for the claim is 2-3 business days.
Exceptions:
If no phones are available on hand to be shipped in for the claim the item may be put on "backorder" where it may take 5-7 business days for it to be received.
If no phones are available and backorder is not an option, you may qualify for a substitute where you can choose an upgraded model of the current phone.
If the phone is not available to be backordered and no substitute exists, it is considered a repair which may take 1-2 weeks to return to the store. (it is the same unit that is sent to be repaired).
If any of these above conditions cannot be fulfilled or produce a working phone for you, Geek Squad "Junks-out" the phone (as stated in a post on the first page of this thread) where you get the full retail value of the phone when purchased to redeem in store on another phone.
I hope this clears up any misconceptions.

srath16 said:
Having worked for Best Buy Mobile for over 2 years now, I will share what GSP (Geek Squad Protection) means for you.
The plan is allowed only for phones purchased from Best Buy or a non-refurbished like-new iPhone not originally purchased from Best Buy. The plan is phone specific and can cover any phone Best Buy distributes.
Here is what the plan covers and the costs:
Covers:
Water Damage(full submersion and battery replacement)
Accidental damage, broken screen, hardware physicalities etc.
Software malfunctions/defects
Original purchased accessories included in phone packaging including earbuds, charger cable etc.
Unlimited Claims
No deductibles($0)
Loaner Phone coverage(some stores charge $50 deposits).
No commitment, can be cancelled by owner at any desired time
9.99 for smartphones/169.99 for 2 years outright
14.99 for iPhones/269.99 for 2 years outright
5.99 for basic phones/119.99 for 2 years outright
(if an outright plan is purchased, it can still be cancelled and prorated for months used as a refund).
Does not Cover:
Lost or Stolen Items
How it works:
Best Buy goes through a vendor known as Jabil to replace the phones made from service claims. Jabil is a facility that commisions the manufacturers to send parts to the facility to be manufactured back to original state OR send a completely new/already remanufactured device to Best Buy to return to you. The item is not classed "refurbished".
The process for the claim is 2-3 business days.
Exceptions:
If no phones are available on hand to be shipped in for the claim the item may be put on "backorder" where it may take 5-7 business days for it to be received.
If no phones are available and backorder is not an option, you may qualify for a substitute where you can choose an upgraded model of the current phone.
If the phone is not available to be backordered and no substitute exists, it is considered a repair which may take 1-2 weeks to return to the store. (it is the same unit that is sent to be repaired).
If any of these above conditions cannot be fulfilled or produce a working phone for you, Geek Squad "Junks-out" the phone (as stated in a post on the first page of this thread) where you get the full retail value of the phone when purchased to redeem in store on another phone.
I hope this clears up any misconceptions.
Click to expand...
Click to collapse
Thanks for clearng that up much appreciated
Sent from my SCH-I605 using xda app-developers app

My Sony Experience (Extended Warranty/ Insurance with ADH)

First of all I'm am a USA customer and this was my experience. I don't know if it would be different in other countries but I've read a few customer service horror stories from people in other countries. So let's get to it
For anyone interested or considering it I would HIGHLY recommend getting the insurance with ADH (Accidental Damage from Handling) plan through Sony. It is an option when buying the phone through the Sony store and I think even after buying the phone you have either 60 days or a full year from the date of purchase to buy the plan. Anyway here is my experience.
I received my XZU from the Sony store in mid December 2013 I decided to buy the plan with ADH because $80 seemed like a bargain to replace a $680 device. (the ADH plan covers pretty much anything). Well as fate would have it on new years eve I was working during the day and when stopping to take lunch I checked my phone and noticed the screen was cracked and there were only 2 possibilities.
1.) the screen cracked from the pressure of being in my front jeans pocket while working.
OR
2.) while carrying a ladder at work it manged to bang against the phone while it was in my pocket and broke the screen.
So naturally I called Sony and told them possibility #1 lol.
The automated line was easy to navigate through and I was talking to a rep within 5 minutes. They were very thorough and asked several question like what pocket the phone was in. What I had been doing and told them everything I could while still maintaining complete innocence . I was transferred to about 3 reps and had to tell and confirm my story several times but finally the last rep said they would send a brand new phone too my home and all I had to do was put the old phone in the box and ship it back I think I had everything taken care of and was off the phone in about 20 minutes.
They have to receive the broken device within 30 days of shipping you your replacement or you will be billed for a 2nd phone. my replacement arrived in about 4 days and was brand new. The only issue I had was when I received the new device they forgot to send a return label. So I had to call back and get a printable label emailed to me. Which took a long time (5 days) but I shipped my broken phone back and have been using the replacement for about 2 months now with no issues *knock on wood * ((I'm actually writing this thread from my perfectly function 2nd XZU )). I was surprised at how smooth the process went. I was expecting to be put through all kinds of stuff, or expecting to get a refurbished phone but no it was brand new. I don't know how they can afford to hand out high end devices for $80 but I was ecstatic and I never received a bill for a second phone so I couldn't be more pleased with the service from Sony. but I now keep a flip cover on my XZU anytime it isn't on the charger.
One thing to note is that your $80 plan only covers one replacement and you cannot buy the plan twice (I know because I tried) . so if you use the plan and get a replacement phone and then break your replacement device then you have to buy a brand new phone from Sony to buy the ADH protection plan again. So stock up on the $6 leather flip cases on eBay from China lol that's what I've done.
I hope this helps anyone thinking about buying the ADH plan. If I wouldn't have bought it I would be looking at costly repairs or $680 for a new phone after only having it about 2 weeks. So if you're still eligible for the plan go buy it Now and remember if you have to use it, when you call in play dumb and make yourself look as innocent as possible. Had I told them it was probably broke while carrying a ladder I might have been put through some sort of loophole or something.
Anyway hope this helps. And if you have any questions ask away.

Good to hear a positive customer service story, most people just want to ***** about CS and the reps that work there

I'm glad I bought the insurance. Thanks for your experience. Now I feel better about sony customer service after hearing all other stories. But like you did and what I would do to is be calm and nice and do what they say and ask.
Sent from my C6806 using XDA Premium HD app

NuttinSpecial said:
First of all I'm am a USA customer and this was my experience. I don't know if it would be different in other countries but I've read a few customer service horror stories from people in other countries. So let's get to it
For anyone interested or considering it I would HIGHLY recommend getting the insurance with ADH (Accidental Damage from Handling) plan through Sony. It is an option when buying the phone through the Sony store and I think even after buying the phone you have either 60 days or a full year from the date of purchase to buy the plan. Anyway here is my experience.
I received my XZU from the Sony store in mid December 2013 I decided to buy the plan with ADH because $80 seemed like a bargain to replace a $680 device. (the ADH plan covers pretty much anything). Well as fate would have it on new years eve I was working during the day and when stopping to take lunch I checked my phone and noticed the screen was cracked and there were only 2 possibilities.
1.) the screen cracked from the pressure of being in my front jeans pocket while working.
OR
2.) while carrying a ladder at work it manged to bang against the phone while it was in my pocket and broke the screen.
So naturally I called Sony and told them possibility #1 lol.
The automated line was easy to navigate through and I was talking to a rep within 5 minutes. They were very thorough and asked several question like what pocket the phone was in. What I had been doing and told them everything I could while still maintaining complete innocence . I was transferred to about 3 reps and had to tell and confirm my story several times but finally the last rep said they would send a brand new phone too my home and all I had to do was put the old phone in the box and ship it back I think I had everything taken care of and was off the phone in about 20 minutes.
They have to receive the broken device within 30 days of shipping you your replacement or you will be billed for a 2nd phone. my replacement arrived in about 4 days and was brand new. The only issue I had was when I received the new device they forgot to send a return label. So I had to call back and get a printable label emailed to me. Which took a long time (5 days) but I shipped my broken phone back and have been using the replacement for about 2 months now with no issues *knock on wood * ((I'm actually writing this thread from my perfectly function 2nd XZU )). I was surprised at how smooth the process went. I was expecting to be put through all kinds of stuff, or expecting to get a refurbished phone but no it was brand new. I don't know how they can afford to hand out high end devices for $80 but I was ecstatic and I never received a bill for a second phone so I couldn't be more pleased with the service from Sony. but I now keep a flip cover on my XZU anytime it isn't on the charger.
One thing to note is that your $80 plan only covers one replacement and you cannot buy the plan twice (I know because I tried) . so if you use the plan and get a replacement phone and then break your replacement device then you have to buy a brand new phone from Sony to buy the ADH protection plan again. So stock up on the $6 leather flip cases on eBay from China lol that's what I've done.
I hope this helps anyone thinking about buying the ADH plan. If I wouldn't have bought it I would be looking at costly repairs or $680 for a new phone after only having it about 2 weeks. So if you're still eligible for the plan go buy it Now and remember if you have to use it, when you call in play dumb and make yourself look as innocent as possible. Had I told them it was probably broke while carrying a ladder I might have been put through some sort of loophole or something.
Anyway hope this helps. And if you have any questions ask away.
Click to expand...
Click to collapse
We also have it here in PH., under a xperia shop handed by a telecommunication (or i think its just a partnership). the insurance is called Worry-Free Warranty it will cover up to 2 years warranty on all parts and labor and an accidental warranty in-case your too clumsy. the salesman explain to be even like the warranty is expiring next month and your still under the warranty they will replace it for a same unit OR! if the unit is unavailable they will replace it for a phone with the same price OR you can choose a higher one and just add some cash. and i was like WOAH! thank God i saw this shop. even i paid alot im worry free, BUT there is a catch. Warranty said if I rooted the device and it is still on warranty the whole warranty will be void. kinda hmm kinda sad but happy it is a mix emotion for me but yay i love my Xperia Z ultra w/ Cp12

blueether said:
Good to hear a positive customer service story, most people just want to ***** about CS and the reps that work there
Click to expand...
Click to collapse
cameljockey1 said:
I'm glad I bought the insurance. Thanks for your experience. Now I feel better about sony customer service after hearing all other stories. But like you did and what I would do to is be calm and nice and do what they say and ask.
Sent from my C6806 using XDA Premium HD app
Click to expand...
Click to collapse
Happy to help. I couldn't find many reviews of people's experience with ADH so with as well as my experience went I just had to post it to put people at ease. You can't beat the price for what it offers.
Yeah I am kind of a Sony fanboy. I've owned Playstations, psp, TVs, now a Vaio T that I love, and this phone is the best I've ever owned. And I'm so happy with the CS, I have yet to have an issue with Sony. And yeah as long as your polite and stick to your story they will take care of you.
Thiolo said:
We also have it here in PH., under a xperia shop handed by a telecommunication (or i think its just a partnership). the insurance is called Worry-Free Warranty it will cover up to 2 years warranty on all parts and labor and an accidental warranty in-case your too clumsy. the salesman explain to be even like the warranty is expiring next month and your still under the warranty they will replace it for a same unit OR! if the unit is unavailable they will replace it for a phone with the same price OR you can choose a higher one and just add some cash. and i was like WOAH! thank God i saw this shop. even i paid alot im worry free, BUT there is a catch. Warranty said if I rooted the device and it is still on warranty the whole warranty will be void. kinda hmm kinda sad but happy it is a mix emotion for me but yay i love my Xperia Z ultra w/ Cp12
Click to expand...
Click to collapse
Yeah I think if you root or alter the phone it voids warranty. Which is why I didn't remove the ASPL on the screen with the oleophobic coating. I just put on a screen protector and it's slick as glass. And the rooting doesn't bother me. I Change the themes, wallpaper, and ringtones and that's good enough for me lol

My story is a bit different
1. I broke my phone
2. called sony same day, after about 5 mins the rep assured me all was set and id receive my phone within a week or so.
3. I called the next day just to be sure since the process went through just a but too smooth. Ofcourse when i called back some rep said, nothing is being shipped to you because you havent spoken to "us" yet. I couldnt get out of him what "us" was and who i spoke to the day before. After some time of back and forth it turned out i also needed to give me CC#, which i did and they assured me the device would be sent soon.
4. Called back 3 days later, they said its being processed.
5. Called back next week, said its still being processed
6. Called back a few days later, still being processed.
7. Back on the 14th day, exactly two weeks later, they assured me the phone would be shipped out next day.
8. !!!! it was, i got it 1 day later!
9. No return label
10. called about return label, they said they would email it
11. called a few days later, they said it would be emailed
12. called a few days later gave them another email as well ....
13. Now its been about 2.5 weeks since i got the replacement phone and they still have not sent or emailed me anything about a shipping label.
All i care is they dont charge me for the replacement. If they do i am going to make a charge back.
All i want to do is send back the old phone and they will not send me a label.
so that has been my experience so far...

What if Z1 Compact was bought on eBay?
If I purchased my phone brand new/sealed on eBay and then buy ADH plan from sony.com, will the support department still honor the warranty in case something goes wrong with the device?
Thanks!

Hi, I just got off the phone with Sony. They got my credit card info, etc and told me that it needs processing and takes about 4-5 business days until I receive a confirmation e-mail from them. Did you have to go through this?
Thanks!!

Mine was replaced via warranty, late last year. Bought off eBay, used via WiFi for a few weeks. Something caused me to call ? Sony, so they e-mailed ? a free shipping label ? , FedEx picked up for free as well. Total turnaround was EXACTLY one week, in which they shipped me my current device , BRAND NEW . A first in my years experience with Sony, was shocked ? and surprised. Now running ? JB since yesterday . Cannot complain, a few things I would have kept that are no longer available . Just have to go through another learning ⤵ curve , no biggie .
Sent from my C6806 using XDA Free mobile app

Sony "Protection Plus" - one time repair??
I purchased a "Sony 2 Yr Protection Plan w/ADH" when I bought my phone, about 14 months ago. Now, it has developed a digitizer problem (large dead spot) that requires repair. Contract details if anyone wants to read them:
We would like to thank you for purchasing a Sony Protection PLUS plan. A contract is now in place, and registration has been completed based on the information shown above for your extended service plan coverage.
Below we have included the contract information and the Terms and Conditions, which will provide you with detailed information about your Extended Service Plan coverage.
Confirmation Number: 000XX000XXXXX00X0000X0X000XXXXXX000X00X
Model Number: SNYUSAssignments
Extended Service Plan SKU: PPSMP2A03
Extended Service Plan Description: 2 Yr Protection Plan w/ADH
Plan start date: 10/07/2014
Plan end date: 10/07/2016
If you have any questions, please feel free to contact us at 1-855-766-9777, Monday – Friday, 5:00 a.m. – 9:00 p.m. PT, Saturday – Sunday, 6:00 a.m. – 5:00 p.m. PT.
Thank you once again for your purchase, and we hope you have a wonderful experience with your product and the Protection PLUS Plan.
Sincerely,
The Sony Protection PLUS Team
Protection PLUS Service Plan + Accidental Damage
[ESC - SONY CONSUMER ELECTRONICS PROTECTION PLAN]
1. The Contract.
These Terms and Conditions govern the hardware service and/or replacement service provided to you for the Sony branded product (“Product”) listed on your proof of purchase (“Proof of Purchase”). Your “Contract” includes these Terms and Conditions and your Proof of Purchase. The provider contractually obligated to you under the terms of this Contract (“Provider”) is Federal Warranty Service Corporation, [P.O. Box 105689, Atlanta, GA 30348-5689], [1-877-881-8578] in all states except in Florida, where the Provider is United Service Protection, Inc., [11222 Quail Roost Drive, Miami, FL 33157], [1-877-881-8578]; and in Oklahoma, where the Provider is Assurant Service Protection, Inc. [P.O. Box 105689, Atlanta, GA 30348-5689], [1-866-266-9459]. Although Sony Electronics, Inc., [16530 Via Esprillo, Bld 1 San Diego, CA 92127] (“Sony”) is not the Provider, and this Contract is between you and the Provider, Sony is the administrator of this Contract and when you need service you should call Sony at [1-855-766-9777]. This Contract is not related to nor an extension of your manufacturer’s warranty, and instead includes only these Terms and Conditions and Proof of Purchase. This Contract is not a contract of insurance. Unless otherwise regulated under state law, the contents of this Contract should be interpreted and understood within the meaning of a "Service Contract" in Public Law #93-637.
2. What is Covered.
The available coverages are listed below. The coverage you purchased will be indicated on your Proof of Purchase.
2.1. Hardware Coverage
This Contract provides coverage for Product hardware failures due to defects in workmanship and/or materials, including power surge while properly connected to a surge protector. You may be asked to provide your surge protector for examination to validate a claim. Your Contract may provide for repairs or, depending on the Product, replacement coverage only. For PC customers, this Contract provides for one replacement of a factory installed rechargeable battery over the life of the Contract. Sony may use non-original manufacturer parts or re-manufactured parts for the repair.
2.2. Accidental Damage
You may also purchase optional coverage for failures due to accidental damage from handling (“ADH”), such as drops or spills that arise from normal handling and use of the Product. ADH coverage only applies to operational or mechanical failure caused by an accident from handling that is the result of an unexpected or unintentional external event that arises from your normal daily usage. If the Product is replaced, all obligations owed under this Contract will have been satisfied.
ADH coverage does not protect you in the cases of (a) theft, loss, misplacement, war, terrorism, fire, abuse, a willful or intentional act, (b) alteration or modification of the Product in any way, (c) damage caused by failure to perform manufacturer’s recommended operating instructions/standards or recommended maintenance, (d) cosmetic damage (e.g., scratches or dents) that does not prevent the proper functionality or use of the Product.
3. If You Need Service
If you need service during the Coverage Term, Sony will either (a) repair the defect, or failure due to ADH, using new or refurbished parts, (b) exchange the Product as a repair solution with an authorized replacement Product that may be new or refurbished, of like quality and functionality (c) replace the Product with an authorized replacement Product that may be new or refurbished, of like kind, quality and functionality not to exceed the purchase price of the Product; or (d) provide you with an amount equal to the purchase price of the Product less any sales tax, shipping, and service claims previously paid. Sony will try to match specific replacement preferences such as equipment color, cosmetics, or features, but this is not guaranteed.
If your Product is un-repairable and Sony replaces your Product, upon receipt of your Product by Sony, the replacement Product will be shipped to you. When you receive the replacement Product, the originally covered Product will become Sony ‘s property. If the Product is un-repairable and Sony replaces the Product all obligations owed under this Contract will have been satisfied.
If your Product is repairable and Sony exchanges your Product as a repair solution, upon receipt of your Product, the exchange Product will be shipped to you. When you receive the exchange Product, the originally covered Product will become Sony’s property. If the Product is repairable but Sony chooses to exchange the Product as a repair solution, this Contract will continue to provide coverage on the exchange Product for the remainder of your Contract coverage.
In the event that you are provided a replacement Product prior to your return of the originally covered Product, a hold on your credit card for an unrecovered equipment fee will be required (“Unrecovered Equipment Fee”). If you do not return your Product within 15 days after receipt of your replacement Product, the Unrecovered Equipment Fee will be processed. Upon timely receipt by Sony of your Product, the hold will be removed. If you do not provide a credit card authorization for the Unrecovered Equipment Fee, you will be shipped a box with a pre-paid postage label to deliver your original Product prior to providing a replacement Product.
If your Product fails three (3) times due to the same part failure, upon the fourth service request for the same part failure, Sony will replace the failed Product with an authorized replacement Product, which may be new or refurbished, of like kind, quality and functionality not to exceed the original retail purchase price of the Product. Replacement of the Product will satisfy all obligations owed under this Contract.
4. How to Get Service.
Call Sony at [1-855-766-9777] Monday to Friday, 5:00 a.m.–9:00 p.m. PST, Saturday and Sunday, 6:00 a.m.–5:00 p.m. PST. All service will be provided by Sony or Sony’s authorized service providers. If you purchased on-site service, but due to special circumstances (such as environmental or technical requirements, if your Product has failed due to ADH, repairs cannot be made on-site, or you are located more than fifty (50) miles from an authorized service provider), this Contract will cover the shipping cost of your Product to an authorized service provider. Sony will inspect the Product and validate that the reported failure is covered under this Contract. If the failure is not covered, you will be responsible for covering the cost of repair at that time or the Product will be returned to you.
5. Coverage Term.
Coverage may begin either on the date of Product purchase or the date of Product shipment (if purchased online) and will end after the expiration of the term listed on your Proof of Purchase (“Coverage Term”). This Contract provides benefits during and in addition to Sony’s manufacturer limited warranty; it does not replace Sony’s manufacturer limited warranty, but provides certain additional benefits during the term of the Sony manufacturer limited warranty. There is no obligation to renew this Contract.
6. Your Responsibilities.
To receive service under the Contract, you agree to:
A. have your Contract number and Proof of Purchase available if requested;
B. provide information about the symptoms and causes of any issues with the Product;
C. respond to requests for information such as Product serial number, model number, any peripheral devices connected or installed on the Product, any error messages displayed, actions taken before the Product experienced the issue and steps taken to resolve the issue;
D. maintain the Product in accordance with the service requirements from Sony under ts manufacturer limited warranty, including care and operating instructions/standards or recommended maintenance provided in the user guide;
E. protect the Product from further damage and operate the Product in accordance with the instructions/standards listed in the user’s guide;
F. back up your data and software before services are performed and remove any and all sensitive data from the Product prior to service. Sony is not responsible for any loss of your data under any circumstances. The contents of your Product may be deleted and the hard drive and/or storage media reformatted in the course of service. All Product settings will be returned to the original Sony default settings. All Product firmware (if applicable) will be updated to the latest official Sony version at the time of service.
G. make your Product accessible to the authorized service provider if your Product is installed within custom cabinetry or in a custom unit;
H. provide a non-threatening and safe environment to the call agent and the authorized service provider and ensure the presence of an adult at the time of scheduled on-site service, and reasonably allow the authorized servicer to perform the appropriate service;
I. provide notice of any defect or deficiency in service within ninety (90) days of discovery;
J. notify Sony if your address changes.
7. Cancellation.
You may cancel this Contract at the location of purchase. If you cancel within the first sixty (60) days of purchase, you will be refunded the full Contract price, less the cost of any repairs made, except as otherwise required by law. If you cancel your Contract after sixty (60) days from the date of purchase, you will receive a pro-rata refund. The effective date of cancellation is the date Sony receives your request for cancellation. We reserve the right to cancel this Contract at any time in the event of fraud or material misrepresentation by you. If we cancel this Contract, you will be provided with a written notice at least thirty (30) days prior to cancellation at your last known address, with the effective date for the cancellation and the reason for cancellation. You will receive a refund of the unearned pro-rata Contract price, less any claims paid, except as otherwise required by law.
8. What is Not Covered.
This Contract does not cover:
A. coverage, components, or products unless sold under a single SKU or “built-to-order,” TV stands or wall mounts, de-installation or re-installation of wall mounted TVs and other products, or inaccessible products;
B. consumable items such as non-factory-installed batteries, printer cartridges, bulbs, screen protectors, accessory cables, removable data storage devices;
C. any repair covered by Sony’s manufacturer’s limited warranty repairs noted in service bulletins and offered by Sony free of charge, repairs initiated by Sony under the manufacturer’s limited warranty or under a recall program, costs associated with Sony’s recommended normal maintenance under the manufacturer’s limited warranty;
D. unauthorized repairs;
E. failures of components such as cabinets, frames, masks, finish defects, glass windows, scratched lenses, cases, bags, accessories purchased with the Product, docking stations;
F. damage or failures caused by conditions beyond our control such as wiring, power supply, rust, corrosion, infestation, negligence, modifications, abuse, misuse, acts of God, power surge where no surge protector was in use, failure to follow Sony’s recommended maintenance, improper installation, non-factory-installed batteries, problems with phone lines;
G. defects that existed prior to this Contract purchase;
H. loss or damage to recording media, software or data, computer viruses, software defects or software-generated problems, software added by you that is not original to the Product;
I. shipping damage to Products by the shipper or resulting from inadequate packaging by you;
J. theft;
K. monitor or screen imperfections, including image burn-in, minor pixel issues that do not affect the overall viewing of the panel;
L. accidental or intentional damage, cracked or damaged monitor, laptop or display screens (except for covered repairs due to ADH if purchased by you);
M. intentional, consequential or incidental damage or gross neglect, including abusive or willful mishandling;
N. data stored on disk drives or other memory devices;
O. normal wear and tear, loss, war, terrorism, or misplacement
P. cleaning of your Product (internal and external);
Q. shipping cost of any Product located outside of the United States of America and U.S. Territories.
9. Contract Transfer.
You can assign your Contract to another person by contacting Sony.
10. Arbitration.
Read the following Arbitration provision carefully. It limits certain of your rights, including your right to obtain relief or damages through court action.
Should a dispute arise related to this Contract or the coverage of your Product pursuant to this Contract, you agree that such dispute shall be decided via binding Arbitration. To begin Arbitration, either you or we must make a written demand to the other party for Arbitration. The Arbitration will take place before a single arbitrator. It will be administered in keeping with the Expedited Procedures of the Commercial Arbitration Rules ("Rules") of the American Arbitration Association ("AAA") in effect when the claim is filed. You may get a copy of these AAA's Rules by contacting AAA at 1633 Broadway, 10th Floor, New York, NY 10019, calling (800) 778-7879 or visiting www.adr.org. The filing fees to begin and carry out Arbitration will be shared equally between you and us. This does not prohibit the arbitrator from giving the winning party their fees and expenses of the Arbitration. Unless you and we agree, the Arbitration will take place in the county and state where you live. The Federal Arbitration Act, 9 U.S.C. § 1, et seq., will govern and not any state law on Arbitration. YOU AGREE AND UNDERSTAND THAT this Arbitration provision means that you give up your right to go to court on any claim covered by this provision. You also agree that any Arbitration proceeding will only consider your claims. Claims by, or on behalf of, other individuals will not be arbitrated in any proceeding that is considering your claims. Please refer to the State Disclosures section of this Contract for any added requirements in your state. In the event this Arbitration provision is not approved by the appropriate state regulatory agency, and/or is stricken, severed, or otherwise deemed unenforceable by a court of competent jurisdiction, you and we specifically agree to waive and forever give up the right to a trial by jury. Instead, in the event any litigation arises between you and us, any such lawsuit will be tried before a judge, and a jury will not be impaneled or struck.
YOU AND WE UNDERSTAND AND AGREE THAT, BECAUSE OF THIS PROVISION, NEITHER YOU NOR WE WILL HAVE THE RIGHT TO GO TO COURT EXCEPT AS PROVIDED ABOVE OR TO HAVE A JURY TRIAL OR TO PARTICIPATE AS ANY MEMBER OF A CLASS OF CLAIMANTS PERTAINING TO ANY CLAIM.
The problem is that Sony is telling me verbally that I get "one bite at the apple" for a claim. In other words, my warranty expires upon their one-time fix to this problem.
I sure don't see that in the terms. Has anyone else had that experience? Thank you.

I see that the OP noted the one-and-done policy for replacement (overlooked that part on my first read). However, it still doesn't make sense to me and the contract, terms posted above, doesn't say that in words I comprehend.
If I have this device repaired, instead of replaced, well the coverage continue for the full 24 months?

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