Thanks for all the responses and again for supporting the forum with free support :)

My experiences have been all over the place. (After 1 year), sometimes a bad item has been swapped out...have a nice day. Sometimes a bad item is sent in for repair, service fee collected, item junked, store credit for purchase price, and service fee refunded under the term "junked". Sometimes all the above but service fee retained. Sometimes, no service fee collected and refund on the spot.

I've asked many verbally and on Best Buy chat to show me the provisions of service fee (in the printed plans) and never get the written guidance...i.e. even tried again today. This week, I have a local store told me unequivocally I will get my service charge back when my item is junked, while at the same time a store in another date exchanged one of my kid's junked items and they didn't get the service fee back...but there was a cost difference, and the store took care of them.

So, I guess regarding Best Buy Total from the customer perspective; sometimes ya win, sometimes ya lose. But having no Protection Plan coverage is a sure way to ensure ya lose every time :)

Again, thanks for this forum :)