I just tried to return a GPS that I had purchased a service plan for. When it was sold to me the sales person specifically said that it did not matter if I stepped on it or if it fell down the stairs it was covered. They said that all I had to do is bring it back and they would replace it with the same one or better. Now that I bring it back after 1 year of a 3 year service contract they will not replace it. What I now have to do is wait 2 days to mail it to a service center per the person I had to call because the store would not do anything. They said they would have it for a couple weeks to look at it. Then they will decide what they are going to do.
I use travel NA for work and need this every day. This was not what I was told and Target and Target Customer Service are not willing to stand behind what they represented. There were 2 of us there when it was sold to me and we both remember very clear what we were told.
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Hey there, i work in customer service for target. I can explain why the store was unable to replace your GPS in the store. The service plan you purchased guarantees that it can be replaced in the time frame the plan is for, in your case 3 years. The service plans sold in stores are handled outside of Target stores. This means that you have to call the number listed on the service plan or go to the website listed on the service plan to use the actual service plan. The software on Targets computers (in stores) does not allow for a product to be returned that has “expired” via receipt. The receipt is only good for 90 days (and in some cases less, but that time frame is indicated on the receipt. it will actually say “expires on 12/12/2012 or whenever the 90 days are from when you purchased the product.) so a guest service rep in store cannot override the expired receipt to return it, neither can a manager. There is not a magic code or anything to make it work. If the receipt is expired, the computer will say “receipt is too old, return product to guest” or something of that nature. That is where the service plan comes in. The service plan does not extend the expiration of the receipt but rather it allows the product to be replaced via Target’s service plan entity that is not in stores. the service plan works just as well, if not better, than a valid receipt does. Unfortunately, whoever was working in electronics that day didn’t quite explain the process correctly to you. I’ve advocated for a long time that electronics personnel, and just about everyone on the sales floor, should be familiar with the return policies and service plans, but that is not usually the case. When making an investment in an item, it is always best to ask customer service in store what they can do if said product is defective, breaks, etc. Hopefully this helps you. I know it can be confusing, but its not always that the manager is rude or another employee, its usually that they literally cannot override things like that.