Best Buy & Geek Squad Policies

[sage2050]

In December 2008 I purchased an Xbox 360 from my local Best Buy and paid for a 2 year Product Replacement Plan (PRP) with the guarantee that if my Xbox broke I could bring it into the store and get a replacement off the shelf. A few months later, I had to use the PRP and the BB employees did just what they said and gave me a brand new Xbox. Another year and a half goes by, near the end of my PRP, and that Xbox broke. This time when I brought it into the store, they told me that they don't have the PRP anymore and instead it was a Product Service Plan, PSP, where they would send my Xbox somewhere to have it repaired and I would have to come pick it up in the store when it came back. I was a bit upset that they weren't giving me what I paid for, but I chose to go through with it anyway. The Xbox I got back had a refurbished sticker on it, and worked fine - for a few weeks. This time when it broke my PRP had expired and there was nothing I could do about it. I feel that if Best Buy had honored the PRP that I paid for I would still have a working Xbox.

This happened almost a year ago now so I don't know what you would be able to do for me. I'm just curious what actions I should take if this issue ever comes up again with a warrany plan I purchase.

[Ryan-BBY Senior Social Media Specialist]

Hello sage2050-

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[CrystalWoW Community Veteran]

From your other thread that I posted on: They were correct that you do not have a PRP, but a black tie protection service plan that was fulfilled correctly by rapid exchanging it for a refurbished unit. These refurbished units have a 30 day warranty on them so you should be able to get it re rapid exchanged for another one.

[Brendan-BBY Community Connector]

Hello sage2050,

Welcome to the forum!

It sounds like we may have confused you a bit with our Xbox replacement policy, for that I apologize. We used to have a plan that would allow for a replacement of your Xbox in the store, but that changed in 2008. Actually from the information you provided, it sounds like they went outside of the normal procedure to give you a new unit off the shelf in 2009.

As the plan stands today, we will replace a defective Xbox 360 with a refurbished unit of the same specifications under rapid exchange. As CrystalWow stated, those come with a 30 day warranty if you are outside the 2 year coverage. If this happened a year ago, we really would not have a way to service that unit.

I wish I had a different answer for you but I really don't have many options. I do hope this information is helpful though.

Regards,