Best Buy & Geek Squad Policies

[Nokia]

MS is actually the reason it changed. They no longer allowed the old service plan, so BB had to change.

[srrobinson2]

So that makes it okay for you to sell me the warranty that Microsoft already provides me (at least during the first year).

If you are simply extending the manufacturer's warranty by one year, say so and price accordingly! 

[srrobinson2]

Then you should definately adjust your pricing, because the new plan is nowhere near as valuable as the old one.  I paid for the old one, was not told about the differences, never got any written information, and only found out about the difference when I had problems.  Not cool...

[Aaron-BBY Community Connector]

Hey srrobinson2,

I know how frustrating it can be to encounter hardware difficulties with a video game console, especially if it is a primary source of entertainment. I can also imagine how disappointed you must have felt to discover that the repair process in place was something other than you originally expected.

Please be aware though that Best Buy® has offered two different types of coverage for video game consoles over the past few years, as explained in this previous thread. Unfortunately, this means that if you purchased your Xbox 360 console anytime after 09/13/2008 you would not be entitled to an immediate in-store exchange and would instead need to seek repairs under our Rapid Exchange program. As I mentioned in this second thread, however, you would still be entitled to an exchange under our No Lemon coverage once your console has accrued three (3) previous qualifying hardware repairs and a fourth confirmed hardware failure.

Now, I apologize if there was any confusion regarding your service plan coverage, but be forewarned that we are unable to extend to you the benefits of a plan that was neither purchased nor available at the time of sale. Additionally, remember that you may always cancel your service plan if you are not satisfied with its coverage. To do so, simply bring a copy of your original receipt to the customer service desk at your local store and an associate would be glad to help you out.

If you have any other questions or concerns please do not hesitate to let me know. You can send me a private message by clicking on either the icon in my signature below or the letter icon in the upper right-hand corner of the screen.

[srrobinson2]

Thanks for the reply, and I will take my receipt in and cancel the plan.  It's not worth $59.99 for you to ship it to Microsoft, when I can do that myself.  The in-store exchange was the reason I have always purchased the plan in the past. 

I just wish the sales associate had given me paperwork or explained the plan.  I had no idea that it changed and thought I was buying what I have always bought in the past. 

Just a suggestion: you might want to pass along my disappointment to whomever sets these policies.  BestBuy no longer has any competitive advantage (with me) over on-line retailers, etc.