Toys R Us Buyer Protection Plan

Anyone have any experience with this? Right now, my experience is a bad one with this company. My son's Madden 08 Wii game got scratched and the console couldn't read the disc. So I mailed it to this company for a replacement, which is what the contract states. Now after over a month of being without the game(it's his favorite btw), we get it back on Monday, and the damn thing is still broken. When the error message displayed on the screen, my son feel face down on the bed bawling his eyes out. Needless to say, I'm quite pe'od. I called them back this morning and they told me to mail it to them again. I kept pushing for an explanation, but the 19 yr old, minimum wage person kept telling me to just mail it back.

Sorry, I guess I'm venting here, but I'm just curious if anyone has had an experience using this "protection plan"?