Best Buy & Geek Squad Policies

[secondlaw]

Tonight I went to BB in Union, NJ to return a defective XBox 360 Elite.  Luckily (or so I thought), I purchased the "Product REPLACEMENT Plan".  The sales person told me that should I ever have ANY issues with my XBox, to simply return it and I would receive a brand new one on the spot.

The "Product REPLACEMENT Plan" cost me 79.99 + 5.60 (tax) bringing the grand total to, 85.59.  That's roughly 18% of my total purchase price.

The Geek Squad guy checks my XBox and confirms my receipt.  Then he tells me that he's going to send it out and I should receive a refurbished one in a few days!  WHAT!!!!!!

Then the guy points out to me that my receipt is a PSP and not a PRP.  However, the woman who sold me the extended warranty specifically told me that if my XBOX broke, I simply bring it into the story and they would replace it ON THE SPOT.  Not only that, but she stapled the "Product replacement Plan" brochure onto my receipt and not  "PSP" brochure.

The Geek Squad guy told me that they used to exchange the XBox's on the spot but they were told that they were not supposed to do that and it was against the store policy.  If I may point out an excerpt from the brochure stapled to my receipt located under the "PEACE of mind Made Easy" section heading:

"Wide Range of Products Covered"

FRS radios, small appliances (toasters, blenders, mixers, hand held vacuums, etc.), clock radios, cordless phones, pre-paid cell phones, air cards, VIDEO GAME SYSTEMS, portable video game systems, etc....)  I'll also point out that there is no exclusion list under "Video Game Systems" stating that the XBox line of game consoles is excluded.

The Geek Squad guy was pleasant... I have no qualms with him.  I asked him to speak with the store manager regarding the bait and switch practice.  He went to the manager himself and came back and told me that they would honor my issue this 1 time but after this 1 time, I'd have to settle for the refurbished model.  Now to me, a contract is a contract.  You explain to me what you're selling me, than staple the PRP brochure to my receipt, guess what....  I'm not going to simply settle.  How about this...  You refund my cash for the xbox and for this bogus plan you sold me and we call it a day, I'll purchase my Xbox on C-list for $150.00, and if it breaks, I'll throw it in the garbage and buy a new one for $150.00, and if that one breaks, I can buy a new one for $150, and still be ahead of the Best Buy scam.

Do I contact consumer affairs or can Best Buy do what they agreed to do in the first place.  How can Best Buy just decide that they're not happy with the contract they sold me and figure they'll just change it whenever they feel it's not working out for them.

This is too bad, I've purchase so much from Best Buy.  I'm re doing my kitchen and just went into the store the other day to check out the refrigerators, dishwashers, Gas ranges, and Microwaves.  If you think I'm even going to consider Best Buy for these purchases, think again.  1 word to describe your sales tactics... SLEAZY.

[Elizabeth-BBY Community Supervisor]

Hi secondlaw,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this & follow up with you.  You should hear from him within the next few business days at the most.

Thanks for posting!

[Aaron-GS Community Connector]

Hey secondlaw,

I’m sorry to hear about your recent Xbox 360 difficulties!  My brother is an avid Xbox 360 owner as well, so I can imagine how frustrated you must feel to encountered issues with your console.

Please be aware though that Best Buy® has offered two different types of coverage for video game consoles over the past few years, as explained in this other thread.  Unfortunately, this means that if you purchased your Xbox 360 console anytime after 09/13/2008 you would not be entitled to an immediate in-store exchange and would instead need to seek repairs under our Rapid Exchange program.  As I mentioned in this second thread, however, you would still be entitled to an exchange under our No Lemon policy once your console has accrued three (3) previous qualifying hardware repairs and a fourth confirmed hardware failure.

Now, I apologize if there was any confusion regarding your service plan coverage, but be forewarned that we are unable to extend to you the benefits of a plan that was neither purchased nor available at the time of sale.  Additionally, remember that you may always cancel your service plan if you are not satisfied with its coverage.  To do so, simply bring a copy of your original receipt to the customer service desk at your local store and an associate would be glad to help you out.

If you have any other questions please do not hesitate to let me know.  You can send me a private message by clicking on either my signature below or the letter icon in the upper right-hand corner of the page.