Best Buy & Geek Squad Policies

[jgrissom15]

I'm trying. I gave him the info he asked for but he hasn't gotten back to me.

[Adamtech Emerging Expert]

Ok good, give him a couple of days to work on a resolution for you.

[PStarIV]

@jgrissom15,

I am currently in the same exact scenario as you!  I have also took my Xbox 360 into the store for repair (9/18/2009) for me.  11 months after I had bought mine (2nd one) with the 2 year PSP plan (10/12/2009 to be exact).  The service desk took my unit and stated that it would be out for repair for 3 to 5 days maximum ( Calendar days). EST. date of my unit to be completed was 9/21/2009.  I have called the store each day that I bought it at and took it to for a replacement unit!  I have been told several things including:

• its on its way
• they haven't received it yet at the service center
• Service Center Back Logged
• XBox 360's are back ordered ( NO ETA )
• we ( AKA Best Buy )expect it back any day ( GREAT NEVER HAPPENED ) that was 9/21/2009
• It's going to be another 2 weeks  ( that was the latest as of 9/29/2009)

I was also told two different things.  They would repair my unit and send it back to me, second is that my unit would be replaced with a B-Stock repair unit that was previously damaged and fixed by BB service center, with no guarantee of which motherboard revision that would be sent out.  ( I made great pains to make sure I bought a new Jasper board).

Best Buy at this point is dropping the ball big time!!!  The PSP plan is a joke and I could have received the same level of service directly from Microsoft!  PSP plan documentation was not given to me at time of purchase and was told the document is online if I wanted to see it.  They stated that it was an instant replacement policy just like my previous unit that I bought 2 years earlier.

This is a complete breakdown of customer service and feel that I have been ripped off of the cost of the service plan!  I purchased the plan to avoid this kind of hassle!  4 weeks for a B-Stock replacement on a product that has been in the market for 4+ years now!!!!  On top of it it looks like after reading the message boards here that Best Buy service center doesn’t even know the difference between mother board revisions!  You would think they would be REQUIRED to send out the same revision that you sent in for repair OR newer revision with updated power supply pack.

jgrissom15, please keep us informed if you have any success getting a unit back and how long it took!!!!

As for Best Buy, Can anyone find my unit and give me an ETA!!!!!!!!  This shouldn't be this hard to call in a serivce plan!!!!!! 

S. F. {edited to comply with forum guidelines}

Dayton, Ohio 

[sorglos]

^^

Its a joke isnt it?

[CApollo]

I handed a Geek Squad member my red ringed (six uses and it tanked on me) refurbished consol yesterday in the early afternoon.  I assume it'll be shipped today.  I'll let you guys know when I get mine back.  If I get mine back before you guys, well--hopefully that's grounds to complain to someone.

[Sarah-BBY Retired: Community Connector]

Hi PStarIV,

Thank you for reaching out to us about this and I am very sorry to hear that you are also experiencing difficulties with your Xbox 360, Plan and service with us.

I also apologize for any delay in my response, and while I do not have any new information as of yet, I did want to let you know that we are currently investigating the matter and what can be done to help get this resolved as quickly as possible for you!

Therefore, please keep your eyes open for a “new message” alert in the top right-hand corner of the page to follow shortly with additional details (when signed in).

Thank you for your patience in the meantime and have a great day!