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Toys R Us - Buyer Protection Plan

Crystal of Elk Grove CA (08/29/08)
I bought my 5yr old son a Nintendo DS for his birthday in April 2008. Within the first month, it needed to be repaired. It took 8 days for the repair division to mail me out the shipping label to return the DS. Then it was another 5 weeks waiting for it to be repaired and returned. As soon as we got it back the screen went out. Another month and a half without his DS.

He just finally got his DS back and now the charging system is broken. He was only able to play for 2 hours before the DS went dead. There was nothing wrong with the charging system when we shipped it for repairs. So I call Toysrus and inform them that since April my 5yr old has only had about 2 weeks of playing time with this DS. I ask them to stand behind their products and exchange the unit for a new one. I'm told to go back to the repair division and talk to them.

The repair division tell me that they are sorry but they can't do anything except mail me a label to send it back in for repair again. This will be the third time since April! They did tell me that they'll make a note in our file to prioritize and rush the repair....but that was 5 days ago and I'm still waiting for the label. I guess I assumed that Toysrus was a major children's store and would naturally stand behind their merchandise like Best Buy and Circuit City. I was SO wrong.....and boy, I'm sure glad I bought the warranty!

To a 5yr old a week is a long time! He gets so excited when he finally gets it back only to get disappointed hours later when it has to go back again!

Tarika of Louisa, VA August 23, 2008

Tarika of Louisa VA (08/23/08)
I brought a gym set for 199 on 2007 and the manufacturers warranty expired so i called toys rus to see if they can fix my swing set ( the metal in the leg is bent) they said they were at first then after they couldnt find someone in my area to fix it they said that I had to call the original manufacturer's for a refund, but the original warranty has already expired.

Jennifer of Lawrence, MA July 20, 2008

Jennifer of Lawrence MA (07/20/08)
I had a wonderful experience. I found t his site after looking online to find out how to get a buyer protection plan on an online purchase. I bought the vtech pocket pink gaming system for my toddler. I figured a portable gaming system needed protection. The system just dies one day. No clue why. I called the protection company, got issued a return label, sent it in, not long after received a gift card for FULL RETAIL VALUE of the item (I paid way less at Christmas) and was able to purchase another system.

In the meantime, a new vtech pocket came out that played the same video games adn was for older toddlers which is now falls into- so I was able to use the card to upgrade her system- and I was able to buy it online with the card. I could not be happer with the experience of the ToysRus buyer protection plan.

Ken of Parkesburg, PA July 4, 2008

Ken of Parkesburg PA (07/04/08)
I purchased a 500.00 inflatable water slide and got the 140.00 warranty to go with it. One year later the slide is falling apart and nobody cares. The warranty company told me that my problem is not covered. I called Toys R Us headquarters and they do not care either.

Stacey of Belmont, NC June 3, 2008

Stacey of Belmont, NC (06/03/08)
Purchased the Buyer Protection Plan for my son's Air Hogs Helicopter for 2.99, the helicopter cost 29.99. The only reason it was purchased was because the salesperson assured me that everything would be covered including accidents.

When the tail upright broke off and I called to file a claim I was told that only mechanical issues were covered not accidents.

I knew when purchasing it, especially a flying toy, that the probability of it breaking with normal play was very high and would happen before mechanical problems. If I had known that it would not be covered then I would never have bought the plan.

Lady of Milton Keynes Buckinghams, OTHER May 15, 2008

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