I just want to chime in with my 2c. I work at Office Depot and hear horror stories about best buy from my customers all the time. I hear people saying that the salesman and managers all are either misinformed or have conflicting information. A customer came to me the other day and said one best buy rep said it was not safe to do something, I don't remember what, whereas another turned right around and said it was okay. I do remember it was a simple thing that was okay to do. He came to my store and I even helped him do it.
I remember another customer got a snazzy new HDTV and said that the day after she got it, she unboxed it and the screen was all kinds of cracked. She went back and said it was borked, she wanted a replacement, they said 'okay, when we get some in.' She told me she called back a month later, still none had arrived. two weeks after, none had arrived. This went on for three months until Best Buy said they had discontinued it and there was nothing they would do for her. Something like $900 just gone like that. Another customer said nearly the same thing about a washing machine.
I can vouch that our protection plans at Office Depot aren't that great. Ours say and I think nearly everyones say that if you get it, send it to 'us'(which isn't us Office Depot, its is the repair company, Asurion,) and we're fixing it and break it further or break something else, we don't have to fix it. Due to that line and exclusion I'm extremely reluctant to sell it to my customers even when they ask for it, which they do more than I'd like to admit. If they're really jonesin for it, then fine, whatever, I'll take credit, but I don't push it myself.
For what more record: I got my EVO at radioshack. the day before the return policy expired, I called them and said it was overheating and turning off. I brought it down, they felt it was running hot, and said they'd call me when they got more in. They did so three days later. Unfortunately it was only one and it was already spoken for. Two days after that, I got another call, went down, switched it and everything is great now.