Best Buy & Geek Squad Policies

[Nokia]

I believe the default is 20-30 threads per page. In addition, it could be on the last page. The Community Connectors know which threads still need assistance without them being bumped.

[John-BBY Community Connector]

Hello sorglos,

I was disappointed to read about your experience with the Rapid Exchange program for your Xbox.  I know that I would be equally frustrated with the situation as you describe it.

Between the time that your last Xbox was replaced and last November, Best Buy® introduced Geek Squad® Black Tie Protection (GSBTP) as a replacement for the Performance Service Plans and Product Replacement Plans that had existed previously.  The coverage points were updated and the terms and conditions changed accordingly.  Since your last replacement was in November 2008, it is under GSBTP that your current Xbox is to be serviced if possible or replaced.  You should have been provided with a copy of the GSBTP terms at the time of purchase; you may review a sample copy here. I'm providing the link for your information only; you should have been given correct information about coverage at the time of purchase and I offer my apology if you were not.

Generally speaking, the Rapid Exchange program is exactly that, a means to get a functioning Xbox back into your hands within just a few business days.  What can drive the time up is backlog situations or technical difficulties.  We strive to resolve these concerns as quickly as possible, but it can result in longer timeframes for fulfillment.  You've been informed correctly:  you will receive your replacement, but a specific delivery date cannot be promised.

Having said that, I'd like to look into the situation further but will need some additional information to do so.  Please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Sincerely,

[sorglos]

15 business days.

No idea/no eta.

[Nokia]

Have you responded to John?

[habs4life]

wow what a crappy deal

[Nokia]

Do you have anything useful to add?

[sorglos]

I think he hit the nail on the head.

Yes I have responded to John.

So best buy no longer offers a prp.  I purchased the psp.

Turned in the xbox under the psp.

I dropped off my xbox on 9/19.

Its almost a month.

No update/no eta.

I have been to the store.  No luck there either.

Supposedly this was supposed to be a "rapid" exchange.

What is rapid about this?

I understand best buy updated their system and its creating delays.

-this is not my problem(though its become my probletm)

-I got an email from best buy on 10/2 in regards to this.  No further contact from them

-I dropped my xbox off 13 days prior to the email.

Honestly this is not a life or death situation.  Its just an xbox.  If I really needed/wanted one I would go buy another one.

But as a customer this experience is a joke.

[CApollo]

My first refurbished Xbox from Best Buy has now been gone about two weeks--which is half a week longer than it worked.  They have no idea where it is.  Assuming I ever get this one back and it fails, I have to go through this at least one more time before I turn in that forth refurbished Xbox and get a new one.  I realize they're backlogged, but the reason they're backlogged is because they can't possibly refurbish these Xboxes as fast as they're breaking down.  Even with REALLY light use, they break in a week or two.  Sometimes they break straight out of the box.  I'm really hoping Best Buy will give it up and go back to doing replacements.  If not, then maybe they should stop selling PSPs for the Xbox 360, because obviously they can't handle them.

[valleau]

My daughter had an Xbox with some sort of problems, and she just called Microsoft directly.  They sent her a box and a shipping label.  I told her it was probably a scam and she was never going to see her xbox again, but she did send it off. They fixed it and sent it back.  Never cost us a cent.  You might want to try that because most people don't get too far with Best Buy's 'customer service' lately.  It's a shame cuz they used to be the best store around.  Apparently there was some common problem with Xbox that Microsoft was aware of and was willling to make it right -- wow - what a concept - REAL customer SERVICE! Anyway, I was totally impressed and grateful. Just a thought for you... Good luck.

[CApollo]

Unfortunately the warrenty from Microsoft only lasts 1 year for everything, and 3 years for red ring of death and the E74 error.  They either repair your Xbox or send a refurbished one, and typically they don't even last as long as a new Xbox .  Once that period is over you have to buy a new Xbox.  An Xbox that lasts 2-3 years or more is like a Big Foot sighting.  You hear about them, but no one you know has ever seen one.  Getting the service plan from Best Buy is an attempt to not have to purchase another Xbox since it will probably be replaced before the two years are up.  Changing the policy was a low blow to the consumer, and letting Xboxes sit at the service center for weeks at a time (mine's there, they just haven't done anything with it) is a signal that there's room for competition in this industry.