Best Buy & Geek Squad Policies

[Steve11111]

I have enjoyed shopping at Best Buy for nearly 10 years and have been satisfied with most aspects of the experience.  This is not the case anymore due to an experience that I had today in trying to return my Xbox 360 for the third time since I originally purchased the system in January 2006.  When I made the original purchase, I paid an additional $50 to Best Buy so that if I had a problem with the system I could return it to the store for an on the spot exchange instead of mailing the system into Microsoft.  Due to continued problems with the Xbox 360, I had to return the system two times in two years.  Each time I made the return, I paid for the additional warranty to return the faulty system at the store (the price had gone up on the warranty to $60).  I originally paid $399.99 for the Xbox 360 and $49.99 for the warranty.  The two additional returns cost me $59.99 each which results in a total of $570 for a system that broke today for the third time in two and a half years.  This time I was informed that Best Buy changed their policy and now they have to send the console in to Microsoft who will then send me the "refurbished Xbox".  I asked the associates in "Geek Squad" why I paid the additional $170 for a warranty that is covered by Microsoft.  I received an extremely rude response and my questions were largely ignored and treated as if they were ridiculous.  

[Steve11111]

I wanted to add that I will use my remaining $10 Reward Zone certificate and then cut up my card and only shop online retailers.  If I have to make my returns to the manufacturer, instead of having the convenience of the store, I will make my purchases on another electronics website where the products are less expensive. 

[Steve11111]

I was told at the 9369 Sheridan Blvd, Westminster, CO, store that an in store exchange was no longer possible due to a "new agreement" with Microsoft.  I have had three Xbox 360's break and made previous exchanges at the store in the past two and a half years.  Each time I purchased the in store warranty for $49.99(originally) and $59.99(the last two times).  Today I took yet another broken Xbox 360 in to the store where I was informed that Microsoft would send me a "refurbished" Xbox 360.  I never received any notification in writing and the "Geek Squad" manager on duty tonight was rude and told me that Best Buy doesn't guarantee an in store exhange.  I have purchase all of my major electronics at Best Buy over the past ten years, however I will not continue to do so because of the disingenuous changes to warranties and the lack of respect by the customer service representatives in this store.

[Aaron-BBY Community Connector]

Hey Steve11111,

Chances are that the “new agreement” that the store associate was referring to is Best Buy’s Xbox 360 rapid exchange program. This program only applies to Xbox 360 consoles that are still within their original factory warranty period and does not apply to “three red light” issues beyond the initial one year of coverage. Essentially, this program allows our stores to ship defective Xbox 360 consoles directly to Microsoft in exchange for refurbished models, saving customers the trouble of having to call Microsoft for service and support.

Please keep in mind though that if you have either Best Buy® Product Replacement Plan (PRP) or Geek Squad® Black Tie Protection (GSBTP) coverage this is not normally presented as an option! While both of these types of coverage do require that products be seen by one of our in-store technicians for diagnostics, they are generally able to provide more immediate solutions than an exchange for a refurbished model by mail.

I do, however, see that the situation has slightly changed since you made your original post. Please feel free to send me a private message if you have any unanswered questions or unresolved concerns.

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

[price2724]

i am just curious what those other solutions are.  i have the black tie protection plan and was informed when i purchased it that if anything went wrong with my 360 including the red ring of death i would be able to exchange in store for a new one that same day..well i got the red ring of death and took it to best buy and was informed something totally different..they told me that my only option was for them to send it out and for me to receive a refurbished model through the rapid exchange program, when i tried to inform them that this is not what i was told when i purchased the additional warranty, they insinuated that i was lying..it is very frustrating, i would like to know what the actual policy is..i feel like i was manipulated and lied to, now i don't have my xbox and paid almost 50 dollars just for best buy to be the shipper...any insight would be appreciated...

[Mudbug]

hi price2724

I can awnser that for you..It is simple. Best buy is getting you to pay them to be the middle man between you and microsoft. you give them 50$ or 200$ or what ever the price is for the sevice depending on what you buy. The thing that everyone thinks is when they buy this service, is the geeks are the ones that fix it or the store is going to give you a new one and wait for the company that made the product to replace it in the store. It is not best buy's fault that these companies make crapy sutff that will not last right. This is how it would work back in the day when stores first started selling these plans but not anymore. Now you have a problem with it and you take it in. You now are considered to dumb to know if your product is broken or not so they have the geek sqaud look at it and say yea it is broke then they do what you could have done for free and call the company that made the product. Then the company gives them an address to send it to and they ship it off. The company then sends you one that was returned for service (broke) called a refurbished one. The end result is you get screewed by the company that made the product and paid best buy to give you the vaseline.