Best Buy & Geek Squad Policies

[alexander8306]

 Do not buy the Xbox warranty from Best Buy.  It is no different than the warranty from the manufacturer.  

I purchased an Xbox 360 from Best Buy (BB) in Oct. '08 and was told by the sales rep that the Best Buy  warranty was a "must have" because it allows BB to exchange the system over-the-counter in the event that it stops working properly.  Needless to say I purchased the "warranty".

For the last month the system has been freezing every five minutes and I have tried everything to keep the system and the power source cool. It became very frustrating so I returned the system to the local BB.  Their Geek Squad people told me that their warranty did not include a over-the-counter exchange program and instead they would send it to the manufacturer for me in what they called a "rapid exchange". 

How is the BB 2-year warranty any different than the manufacturer's warranty, which is a 3-year program?  The BB warranty was a scam.  I paid for nothing and have been taken advantage of, again.  

My recommendation rely on the manufacturer's warranty and don't get scammed by Best Buy.

In addition, the staff were also exceedinly rude and even threatened to have me removed from the store if I became upset. I was not upset at any time, just trying to understand what they were doing with the warranty.  Terrible service and policies.  What do you expect!!!

[Elizabeth-BBY Community Supervisor]

Dear alexander8306,

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

~Elizabeth

Community Supervisor

Best Buy® Corporate

[Aaron-BBY Community Connector · Accepted solution]

Hey alexander8306,

I’m sorry to hear that you’ve been having trouble with your Xbox 360, and I assure you that there are some big differences between the manufacturer’s warranty and the service plans we offer! I briefly explained Microsoft’s factory warranty in this article, but it’s important to understand that Best Buy® has offered two different types of coverage for video game consoles over the past few years.

The first type of coverage, Product Replacement Plans (PRP’s), did allow for an immediate, over-the-counter exchange whenever customers brought a defective product into one of our stores. Geek Squad® technicians would run a series of diagnostics to confirm the failure, and that would be that. Customers could even file claims over the phone through our toll-free hotline (888-539-6883) if there wasn’t a store in their area. These plans, however, were last offered on 09/13/2008.

The second type of coverage, Geek Squad® Black Tie Protection (GSBTP), functions a bit differently from its predecessor in that it does not normally allow for an immediate exchange. GSBTP was first offered on 09/14/2008, so all plans purchased after that date would be this type of coverage. Under GSBTP, Xbox 360 consoles are first exchanged for refurbished models via our Rapid Exchange program. Once a console needs to be exchanged a fourth time then, the “No Lemon” coverage kicks in and the unit is replaced with a brand new one.

If you are not happy with your current coverage though, remember that you can always cancel your plan coverage and obtain a pro-rated refund. Simply stop by your local Best Buy® store’s customer service desk, and an associate should be able to help you out.

Thanks,

[acesion]

This is a bit new to me, but apparently they have began selling Black Tie Protection for game consoles, which is a service repair plan. The benefit of this when compared with Product replacement plans is that it can be used as many times throughout the lifetime of the unit. EX. with a PRP(product replacement plan) you get an over the counter exchange, but when that happens the warranty is fulfilled, and the cust. must purchase a new warranty. With Black tie protection, if your 360 breaks 50 times(a little exaggerated, I know) you can have it rapid exchanged 50 times. Some might ask what's the point then the 360 have a 1 year full warranty and 3 year red ring of death warranty. Well the difference is that a rapid exchange takes about a week to be fulfilled, compared to Microsoft which takes about 2-3 weeks(they must send you a box, receive  the unit, fix the unit, then send it back to you). Additionally after that year only a red ring of death would incur a repair, so if you started getting dirty disc issues, to bad because Microsoft extended warranty doesn't cover it. I hope this helps.

[Great_Pagliacci]

no, it doesn't help.  The topic creator is right.

[Raimond]

I disagree, I purchased a laptop computer with the Best Buy warranty prior to deploying to the war in 2003.  When I returned I had only a few months left on the warranty and was having problems with the computer.  I took it to Best Buy and they sent it off for repairs.    I got it back in 4 days and it looked like a new computer.  All the problems were repaired no questions asked. They replaced the screen that was damaged by a rock hitting the screen, the CD drive was not working and the hard drive was making noise.

I purchased a iMac in 2008, again with the extra warranty, now having a problem with the display.  I called Best Buy and they said to bring it in as it is covered.

[cr1scr4c]

I would like to know which bestbuy has a 4 day return on a damaged laptop. It takes at least 2 weeks to a month. They don't know how to fix anything, all they do is send it out for someone else to fix it. I agree with the creator its a SCAM. The sales people tell you one thing and when it breaks they tell you a whole new thing. That's how they make their money.

[CrimsonRain]

Every time you resurrect a dead thread, God ki1ls a kitten.

[angry_customer]

it appears I have the same problem the original poster of this thread.

I had purchased my original xbox 360 elite sometime in 2007, and hearing about their very high failure percentage and the poor speed and quality of Microsoft's manufacturer warrenty I had sought purchase warranty that would allow for same day in store replacement from best buy, and so after a pleasant chat with the sales representative and the assurances that the warrenty would allow for exactly what I wanted I purchased my Xbox 360 elite and went along my merry way until sometime in 08.

Now at sometime in 2008 my Xbox fried(e74 error, not recognized by M$ til late 09) But of course no worries as I have a warrenty plan that covers it.

So I head down to best buy, my Xbox and all of its accessories all boxed up and walk up to the exchange service desk and tell them my problem no worries they say "they will be happy to replace it" as per the agreed-upon warrenty.

However they tell me that I need to purchase a new warranty because the old one only cover one replacement, And thats fine i figure seeing as how and easy the replacement process was, no wait, no red tape, so warranty was purchased for the replacement Xbox and I went on my merry way that was until 09.

Now sometime in 2009 my Xbox broke again but no worries right? as I have a wonderful warrenty or so I thought.

so I headed down to best buy with all of my stuff boxed up same as the last time,I figured all i would have to do is go up to the counter and tell them of my plight.  Unfortunately I was wrong,  I was told of a new deal, a new way of doing things by best buy

They would not replace my Xbox then and there as per the agreed-upon warrenty that I put my trust into, that all they now were required to do is send my Xbox away to be repaired by the manufacturer, and that if I wanted then and there replacement service I would need a newer more expensive warrenty that wasn't available when I purchased the original.

Now this didn't sit right with me at all as it was not the service that had paid for so I ask the to talk with manager so as to sort this problem out

 5 minutes later another sales associate shows up asks what the problem, it was clear to me that the manager was not called, this new sales associate what my problem was and gave me the same song and dance last one except that he told me I was not going to get anywhere asking for help and that I should take offer or leave but persisted be allowed to speak to the manager.

Now when the manager finally did show up I had to explain to him what the situation was and although he was hesitant at first he finally gave me the replacement Xbox as per the warrenty  I had been promised a year ago.

however he said in the future if I wanted a replacement Xbox if it were to break down I would need a newer more expensive warrenty, Now I was extremely hesitant to buy another warrenty after having to fight so hard to get it honored this time, but I was promised by the manager and two different sales associate's this would not happen again if I purchased this new warrenty(this was a lie) and i left the store with my new Xbox and warrenty.

And now it's 2010 and surprise surprise my Xbox is broken and I have to take it back to best buy assuming that the guarantee I was given was true,it was in fact not the truth, it was in fact a blatant lie. I told them my Xbox was broken and that Id like to have it replaced as per the agreed-upon warrenty, I was laughed at by the employees and told they were not going to do it.

I demanded to speak to the manager he was around the corner asked me if I had any questions, it was at this point I realized that it was not the same manager that Ihad spoken to a year earlier

I told him of what I was promised when I purchase warrenty, he told me he didn't care what I was promised and that the only thing they were obligated to do, and would do is send it to be repaired and that I might get it back in 10 to 30 business days

I told him that this was BS and that they were welshing on the deal and he told he didn't care and that I should take it or leave it and also that I should be "dang"(dont see why this is censored) grateful for anything at all.

I was then told I had 2 options. leave the Xbox there for rapid exchange or they would call the police and have me removed from the store.so I took the former option having little recourse otherwise.

This was a few days ago so if I get my refurbished Xbox remains to be seen, but I will say this.

You have lost me as a customer best buy I have bought several expensive electronics from you and never have i been this let down, I will not be mocked, I will not be lied to, and I will not have my hard earned money stolen by swindlers I deserved better than that.

You will not be getting any more of my money ever again

All of this will probably fall on deaf ears and any complaints that I send in will be ignored

however I figure this is as good or place as any to tell this story of unfortunate events

"y'all have a nice day now"

[cr_client]

The terms of the warranty, and what it does and does not cover, are spelled out in the warranty booklet and information; no single employee's word can just be "taken as truth" on what the warranty does and does not cover.  As a consumer, it is incumbent upon you to understand what you are buying, since you are essentially signing into a contract.

That said, if you were truly laughed at and treated the way you claim to have been treated on your most recent visit, that is NOT the way that employees are trained to handle customers, and it was not right of them to treat you with that level of disrespect.  However, you are still bound by the terms of the warranty.

A Community Connector should be along in the next day or two to assign your issue to a representative.  Hopefully they can look into this for you some more.

On a personal note, I still haven't figured out how Microsoft can still be in business selling 360s, considering how many people I know who are on their 3rd, 4th, or 5th unit (including one whose 360 caught on fire).  It boggles my mind to this very day.