Protection Plan Protects Radio Shack From Replacing Your Keyboard

Thomas got a good deal on a wireless keyboard and mouse at Radio Shack, and also went ahead and bought the warranty and replacement plan. The plan that lasts for one year. Six months later, the item wouldn’t work. So just drop it in the mail or take it back to the store where it was purchased for a replacement, right? Not so fast. The Shack was determined that he wasn’t going to bring home a replacement keyboard on their dime.

In October 2011, I purchased an wireless keyboard/mouse from at the [address] Radio Shack in [redacted]. At the same time, I also purchased their 1 year replacement/warranty plan.

Fast forward to April 27, 2012 — the keyboard stopped working. I attempted to return the item to the store I purchased it at, under the warranty. I was told that I would have to call the 800 number and file a claim first.

So, I called the 800 number and filed a claim. They then sent me to website to print a return shipping label. I had to find a box to fit the item into, package it up and take it to a fedex location to send it back to them. Only then, would they issue a gift card for the replacement. Mind you, this is all over a $19 item!

In the meantime, the associate at the store told me that I would need to either purchase and pay for the replacement, then come back for a refund when the gift certificate arrived or be without a keyboard until the certificate arrived.

I can’t be without it, so I purchased the replacement on 04/27/12 and paid for item (it was $29), assured that I would get a refund when I got the certification.

Today, 05/13/12, I returned to the store with the certificate I had received to get my refund. I was then told “The price of this item has gone up to $49 since you bought it and there’s nothing I can do about that, so you’ll have to pay the difference”. Ummm, NO!

I insisted she call the manager, who was only reachable by Phone. After talking to the manager, she returned to the counter and again said, “There is nothing we can do about it, the price went up”.

In any other store (even Best Buy) — you walk in, give it back to them, they give you a new one — you leave. One trip and it’s done. This is absolutely ridiculous!

So, step 1 — send a complaint to Radio Shack corporate — Check.

Step 2 — Tell the consumerist family all about it, Check.

If I don’t hear back from them with a reasonable offer to resolve this tomorrow — I’ll file a complaint with the BBB and start a chargeback from my credit card.

Has anyone else ever been through this with them? How did it work out for you?


Radio Shack’s Hassle-Free Replacement Plan Full Of Hassles, Doesn’t Replace Item

Want more consumer news? Visit our parent organization, Consumer Reports, for the latest on scams, recalls, and other consumer issues.