CSC – MICROCENTER
Hi Edgar – As usual, great work on Consumer World.
Came across an interesting experience with a computer store with a very misleading warranty plan. I was wondering if you’ve encountered similar from other people.
If you’ve never heard of them, Micro Center is a value-oriented computer/tech warehouse chain, about 25 stores nationwide, plus online sales.
In December I purchased a MacBook Air laptop from their Yonkers, NY store. I was also given a pitch for their warranty service plan. As it was presented, the $79 plan would “cover everything – accidental damage, defects, broken screens, everything” for a year. “If something goes wrong, just bring it in. If we can’t fix it, we’ll replace the laptop.” Being wary of extended warranty plans, I asked a few pointed questions and was convinced it was worthwhile. I purchased the coverage.
This past weekend I took advantage of my warranty when a two small keyboard keys came undone and I couldn’t get them back in. (Probably the easiest repair you can make to a laptop.) After driving 45 min. to the store I figured a tech could either snap the keys back in for me or provide new keys for me to do it myself.
I was surprised to learn at their “Knowledge Bar” that to make this minor repair, they would need to replace the entire keyboard a la Apple requirements… and at a $280 repair cost, it would “eat up” my warranty coverage money.
“Huh? ‘Eat up’ my coverage money?”
This is where I was told, for the first time, that my coverage has a “cash value…” so the cost of any repairs would be deducted from the total value of the coverage…which is the price of the laptop (about $550.) Therefore, I was advised against having the repair made so as not to use up my repair allotment. I was instead advised to order my own keyboard parts online (for about $15.)
Apparently the (untold) policy of Micro Center’s “warranty plan” was that it’s not a warranty at all. It seems to me that the $79 cost is merely similar to buying a deposit against future repairs. So for instance, a $500 laptop can only get $500 of repairs done for free.
I was never told this back in December. Furthermore, the Micro Center web page on their laptop plans make ZERO mention of this policy:
It even goes so far as to say “No deductibles, no hidden charges, no out-of-pocket costs.”
I called Micro Center HQ and spoke to a Manager in Customer Relations. She was genuinely sympathetic, but concurred that this is their policy. She not only conceded —but was impressed— that my description of their plan was merely purchasing a deposit on future repair costs.
In all fairness, she offered to refund the plan cost to me (I declined.)
All in all, a scam warranty plan if you ask me… especially since Micro Center doesn’t disclose this special arrangement as policy. Also seems like a fixed cost allotment is a very convenient excuse for them to turn away customers needing repairs under their plan.
Best,
Tony Pucca