Add me to the list of people that have had positive experiences with BB. My first major purchase from them was my 40D kit, 4 years ago. The 50D had been out a while (5-6 months), but I was interested in the 40D (didn't want to spend the money on the 50D). Actually considered the open box 40D, until the sales guy spoke to his mgr and got me the 40D kit that was marked $1299 for $999. I'm usually not one to buy service contracts, or protection plans, but they way the sales guy explained the Geek Squad Black Tie Protection (premium) plan, and that it even covered accidental damage, and they would give you the current, comparable model, if they couldn't repair yours, and yours was no longer available, I decided to spend the $229 for it (4 year plan). Good thing I did.
Fast forward to a couple of weeks ago. I was out hiking and taking some pictures with a friend of mine. We were climbing around on some rock outcroppings. I climbed up on top of this one large boulder to get some shots. I took my camera backpack off. As I was taking my 7D out, there was a loud 'crack' right behind me (turned out to be a 16" tree snapping). It startled the crap out of me, and I jerked. As I did, the strap on my 7D caught my 40D body, and pulled it free of the backpack. the 40D proceeded to tumble down the boulder, and bounce off the rocks below. I just sat there and watched in disbelief and horror. Long story short, it was banged up pretty bad, to the point where the case was cracked in two places. My friend couldn't believe it.
So, I get home, and I dig out the receipt and the protection plan. Yep, still in effect (by ~ a month!). I call the 800 # and ask what to do. They say to take it to the local store. I do, and the GS clerk was very helpful. Took all my info, and the broken camera, and gave me the repair order ticket. Over the next couple of days, I rec'd emails from BB letting me know the status (shipped to repair center, rec'd, in for repair). About a week and a half after I dropped it off, I rec'd an email saying repairs were complete, and they were checking it over before it shipped (that was a week ago). Today, I get a call saying that it can't be repaired, and that I should take my paperwork to the BB store, and they will tell me what the replacement options are.
Well, I go there tonight w/ the paperwork, and the GS person takes the paperwork, and keys some stuff into the terminal, and says he has to get some other paperwork. Comes back, looks some more stuff up on the terminal and tells me that they can no longer get me a 40D, and that the current comparable replacement option is a 60D. He also tells me that I can use the current value of the 60D, and apply it to the purchase of a more expensive item, and pay the difference. I decide to take the 60D. I figure it will be a body-only, as that's what I sent in. Nope, full kit w/ 18-135 lens. $1299 retail value. He tells me I have up to 30 days to return it and upgrade, if I want to.
After all is said and done, and he hands me my brand new 60D kit, I go back to see what else they have in the camera dept. Besides the Rebels, they had a 5DIII body, a 6D body, a 60D kit, and a 7D kit. I ask the clerk if they have any 7D body-only option. Only one, an open-box, with nothing but the camera, for $1404. I say no thanks, but ask him if I could order a 7D body-only. He says yes, it would be 1398.99. When I ask him why the open-box is more than new, he says he could ask the mgr. to see if he could lower the price. I decline and say I'll pay the extra $100 and swap the 60D kit for the 7D body (already have a 7D). He sends me back to the GS desk, where I tell the clerk what I want to do, and he says no problem, do you want it shipped to your house, or do you want to pick it up here? Since it's close to where I work, I opt to pick it up at the store. He runs through everything, and says it will be in next Wednesday. I ask if I pay the difference now, or when I pick it up. And this is where I was really floored. He said there is no extra, it's an even exchange! Not sure how that happened, or what he did. When I said that I wanted the 7D body, he looked it up and showed it to me. Yep, $1398.
So, I have to say, I'm a pretty happy BB customer. Unfortunately, the cost of the Protection Plan has gone way up, and doesn't have a 4-year option ($349 for 3 years), so I passed.
7D, BG-E7, BGE2x2 (both FS), 17-55 f/2.8 IS, 17-85 f/4-5.6 IS (FS), 50 f/1.8, 85 f/1.8, 70-200 f/2.8L IS Mk I, 70-300 f/4-5.6L, 550EX, Kenko Pro300 1.4xTC