Best Buy & Geek Squad Policies

[PerfectKiwi]

I have bought a Turtle Beach DPX21 with a two year protection plan. I have broke my second one and I went to the store to get a 3rd one and there is still over one year in the protection plan and they told me I had to buy another plan for $20 or get a replacement now and void the plan or call turtle beach for a rma code. Why is this? When there is still over a year on the protection plan.

[CrystalWoW Community Veteran]

Might be dependent on what is wrong with it and whether the manufacturer would cover it. It also is going from the first purchase date of the first pair and plan so if it has been longer than a year since that one, that would explain it too.

[PerfectKiwi]

I still have over one year on the protection plan and I had another one that had the same problem and I traded it in with no problem.

[Ryan-BBY Senior Social Media Specialist]

Hello PerfectKiwi -

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Brendan-BBY Community Connector]

Hello PerfectKiwi,

Welcome to the forum!

Sorry to hear about your second headset going bad on you; that doesn't sound like much fun. I have a Turtle Beach headset myself and would hate it if I had to go back to my regular set.

I am not sure what condition your set is in, but I hope I can be helpful here. If you are still under the 1 year manufacture warranty, you would want to get an exchange using that. The Black Tie protection will cover the unit as long as it is not physically damaged, but using it would void the plan. My guess is the store went through the manufacture's warranty with your first exchange.

The store should help you if you are under the 1 year plan- they are wrong to make you do the leg work. I suggest going back to the store to have them process an exchange under the one year warranty. I hope this information helps!

Regards,