Best Buy & Geek Squad Policies

[Melissa-BBY Senior Social Media Specialist]

Hi jayjay1001,

Aaron, from our Community Connector team, will be reaching out to you regarding your service plan concerns. Thank you for your patience until he is able to contact you.

[Aaron-BBY Community Connector]

Hello jayjay1001,

Regrettably, both CrystalEmployee and cr_client are correct: we would only be able to send your Xbox 360 out for service under our Rapid Exchange program if the console and service plan were purchased anytime after 09/13/2008.  You would then be provided a refurbished model within a few business days.  It’s unfortunate if this does not meet your expectations, but rest assured that the appropriate management teams will be made aware of the situation.

Additionally, please bear in mind that not all service plans are eligible for renewal.  This information is outlined in each service plan brochure, but for more information I would encourage you to check out the following link:

Best Buy Service Plan Terms & Conditions

Let me know if you have any other questions.

[cr_client]

Other than the fact that the XBox 360 hasn't even been out for 5 years yet (it'll be 5 years this November)...

If a consumer returns a RROD 360 to Microsoft, they will get a refurbished unit that is up to current non-slim specs, regardless of what the date of manufacture says on the outside. And that's a Microsoft issue, not a BBY issue. If Microsoft didn't make such questionable hardware, it wouldn't even be an issue.

[cr_client]

I saw his post when he put it up, and, given that it was a special-edition model, I fully agree with him being upset about getting a generic white one in return.

Please mind your language, as per the terms and conditions of the Forum and its rules.

[jayjay1001]

Yes but he received an Elite...just a first Generation Elite...again not Comparable to a Special Edition Elite that was 3 months old.

I also have a friend that I actually have his Xbox at my house right now... 4th replacement due to RRoD....was serviced in 9/9/2009 and it is also a First Generation 360...now you said that they replace with the most up to date machines correct? That was not the case for him...he has been receiving first generation refurbs since he first sent it in which I think is unfair and again is through the Microsoft Rapid Exchange program.

So I am not saying it is essentially best buys fault, but it is their duty to keep customers satisfied since they did spend extra to "protect" their product. Microsoft is the main one to blame, but it all trickles down to best buy.

If I bought a machine from best buy and purchased an extended warranty from Microsoft...not best buy...i wouldn't be on here expressing my concerns about a Warranty that is purchased through best buy.

Like Aaron said this needs to be expressed to the appropriate management teams because in the end...they will lose customers.

[Aaron-BBY Community Connector]

jayjay1001,

Ultimately you will be provided a refurbished model with comparable specifications to the original unit.  That means that if you originally purchased an Xbox 360 Elite, the refurbished model will be an Elite as well.  Our Rapid Exchange program does not guarantee, however, that you will be provided a refurbished model with a specific motherboard, chipset or power supply.

In the event that the power supply differs from the one that came with the original unit, your local store would then be able to request a replacement power supply on your behalf.

[jayjay1001]

But Aaron...how is that right? How is that fair? You are telling me I purchase an Elite System a couple months ago and something happends where it fails...I will not be guaranteed another Unit as new as mine? You say a comparable model, well by who's standard is it comparable?

A power supply is a quite big difference actually considering that affects the amount of total power that is used...if you have a newer machine that consumes less power, then you receive an older machine that consumes more power...that affects your power consumption. 

Motherboards? Motherboards and graphics processors are huge specifications as well. If you were truly a "geek" and you knew anything about technology...you would understand the differences that each machine has throughout the releases.

I was told by a geek squad employee...possibly even manager that I will be receiving a machine that is equal to or newer than my  current one.

So will I be contacting best buy Corporate Offices if I receive anything older than my 2 year old machine and my local best buy does not do anything about it...you bet I will...and I will be contacting BBB as well.

I will let you know what I have received and if my local best buy did anything to correct because obviously you guys on here are worthless.

[RealGeorgeW Valued Expert]

You have a lot of sense of entitlement. I'd hate to see you in a car dealership.

[CrimsonRain]

Lol this guy is kind of saucy. I like him.

[nytngale]

Dear JayJay1001,

I can understand how you would be confused when different products have different service plans!

FIrst, let me address the issue with your Microsoft XBOX 360. Microsoft partnered with Best Buy to allow customers experiencing issues with the XBOX to receive a refurbished, replacement product should the customer have Black Tie Protection on the item. This helps the customer two ways: first, the customer receives the replacement product within 7-10 business days from the date that he brings his item in for service (instead of 4 weeks) and the item is shipped directly to the customer (in most cases). This reduces the amount of time that you are without your device.

Second, since your refurbished product is certified through Microsoft, it does not "use up" your service plan--therefore if you experience any other issues with the device, you can bring your device back and we will be able to send it out with no additional charges.

Replacement plans "use up" your service plan--if we replace the product, then your service plan for that product is considered "fulfilled" and you have to choose to purchase a NEW service plan for the NEW product. By giving you a factory refurbished exchange of your Microsoft XBOX product, you save time and money.

I hope this explanation helps!

~Nytngale