Best Buy & Geek Squad Policies

[bgray89]

My parents bought me an XBOX 360 last Christmas and also purchased a 2 year product replacement plan to go with it. In October, a USB cover broke and the controller port periodically stopped working, so I took it in to see if they could do something with it. They told me that it couldn't be fixed, so they would refund me the amount that I had paid for it. When I went to exchange it with another 360 they told me that the number codes that had been rung up on the receipt were apparently incorrectly scanned and thus didn't match those from my unit, so they couldn't help me. They then made me call around to the Best Buy where my parents purchased the xbox 360 and solve the problem myself. When I called them, they told me they couldn't help me either.

So then, (already 1 week into trying to get my xbox replaced) I called the best buy 800 number and tried to get them to help me. The said that they would send me information on how to get my xbox replaced in 5-7 days. Another 2 and a half weeks into this, I have received no package, so I called them again tonight. Their response: wait another 5-7 days (hopefully) for the replacement information. After that, I get to wait another 5-7 (hopefully again) business days for my package to ship to them, and along with another 5-7 business days for the gift card for the amount to be shipped back to me, not including the processing time. I can only wait to see if they can solve my problem this time.

Long story short, I am very disappointed with the way I've been treated by Best Buy, especially after my parents spent almost 100 dollars for a replacement plan when our family has been forced to do all of the work to get the item replaced (still trying!). I am also very disappointed and frustrated why the store couldn't replace my unit while the 800 number has at least attempted to get it replaced (no success yet, 3 1/2 weeks waiting).

[Aaron-BBY Community Connector]

Hey bgray89,

I’m sorry to hear about the problems you may have encountered with your Xbox 360, but I’d be glad to help you out.  First of all though, allow me to explain the reason why you may have had some difficulty exchanging your console at your local store.  Whenever Best Buy® sells a video game console, our sales associates scan the serial number that is provided on the box or console itself.  This is done to ensure that we not only have records of the sale, but so that we do not process return/exchanges of the incorrect console as well.  If the information present on your Xbox 360 did not match what was scanned at the time of sale, the store has to assume that it is not the same console that was originally sold.

That being said, I’m glad to hear that you’ve already tried contacting our Best Buy® Product Replacement Plan (PRP) department for further assistance.  While I cannot provide you with an explanation as to why a resolution has not yet been found, I would be happy to investigate further on your behalf.

Please keep an eye on your private messages for further communication!

Thanks,

Agent Aaron

Geek Squad® Community Connector

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