Best Buy & Geek Squad Policies

[tonyd99]

My Xbox recently stopped reading discs.  I pulled out my paperwork and decided to pursue my "replacement plan" to correct the issue.  What I found along the way were a string of lies and mis-communication.

1.  I tried to contact my local store #551 in Plantation, the line literally rang for 30 minutes without answer.  I then called the 800 number for geek squad, was put through to a computer specialist, who transferred me back to the local store and the line was disconnected.

2.  I called back 2 hours later, spoke with a sale associate who transferred me to the geek squad counter.  I was told to bring in my xbox, controller, headset, power cord and cables and they would do a swap off the shelf.  I asked about game saves and was told it would not be an issue.

3.  I took apart my entertainment center, pulled all the cables and took the items that were required into the store as instructed.

4.  The security guard at the front door made a joke about the "red ring of death" and that I might as well pick a xbox form the shelf and take it back to customer service with me.  I questioned him as to the same and decided to go up without the "replacement" in hand.

5.  I met with a Best Buy associate who confirmed my "warranty", as she put it, and pointed me to the Geek Squad counter.  She told me it would be an express exchange in 2 days and that the Geek Squad would explain further.

6.  Now in line at Geek squad (beginning to question what was going on), they re confirmed my "warranty" explained that it would replaced with a similar model but not the same.

--Hold it!  During my 593.54 purchase of entertainment goods I was sold a "replacement plan".  Not sounding like a replacement., What about tearing apart my entertainment system for this "swap"

7.  I took everything so far with the grain of salt.  I was told that they would replace with a refurbished model, was told not to worry it is guaranteed and my "replacement plan" as he worded it would be honored through the expiration.  He printed up pages for me to sign.  Which were not for my job, corrected that, I saw that the phone numbers were incorrect which he corrected, then told me that he would call when the replacement was in.  I questioned how long and he said maybe middle of the week, He handed me my hard drive and I went on my way.

8.  I got home looked over my paperwork, found nothing that stated I would get a refurbished.  I called the store and spoke with someone at the geek squad desk, they said that they "used to do replacements, but due to issues with xboxes they changed their policy, I asked if this was due to the "pro" system being replaced by the "elite" I offered that would be more than happy to pay the difference as I understand the differences.  I was told no.

--Hold it again, why was I not notified of this in good faith?

9.  I called today to follow up on status (funny that the customer has to call for a status update) as the estimated completion date is 11/16/09.  I was placed on hold again for an extended period of time, was then told that it was not possible that it could be ready that quick I just dropped it off on Friday.  I was going to question the that the description is a 20gb not 60gb which my system is.  Feeling brushed off I ended the call.

--Another pause to question what happened to the "rapid exchange"

Why was a change in terms on a "warranty" or "service contract" not communicated to me?

Why was I told different things by different people?  

Why am I being blown off?  I know this is a game console and not a high dollar television, but I have purchased thousands of dollars worth of goods from your company over the years and feel betrayed as a customer.

When I remodel my kitchen or replace my entertainment system do you want my lousy experience with an xbox to dictate where I go for those big ticket items?

I just want to be made whole, give me what I purchased and set the proper expectations, stop lying to your customers. 

[Nokia]

When did you purchase the 360?

[tonyd99]

March 25th 2009.

[Agent_Matt]

I'm sorry gor your plight, but I do come with at least an explenation.  Wen you purchased your 360, Best Buy changed to a Rapid exchange policy. I t was done about a year/year and a half ago. All X-Box 360 cores (meaning the console only, no HDDs or cables) are sent in and a refurbished 360 is sent in its place. If you sent te item in to Microsoft fr warranty repair, it's typically gone for about 6-12 weeks depending on their backlog. We get you a refurbished 360 in anywhere from 4-10 business days. Being a store Agent, I don't know why it was changed, I only know that it was and this is the current policy.

Remember, when it is sent out, you keep all the accys. Controllers, cables and Hard drive with this current rapid exchange policy. When we did the PRP (Product Replacement Plan) you did have to bring in anything that the origional unit came with, which is now lo longer the case. The PRP however has been expunged since before your purchase date.

Hope this helps some. 

[Nokia]

Matt is correct. The PRP was last sold on 9-13-08.

[tonyd99]

Thanks for the response,

I am clear on the policy after the past 2 days.  Thing that has me upset is that Thursday when I finally got through to the store and asked what the procedure/policy was I was told an off the shelf exchange (by a geek squad employee), bring in your accessories ect and they would give a replacement.  I asked if I needed my old box and was told to bring the receipt.  I go in Friday, and face to face the policy changed.  I go from the door and was told to grab a replacement on the way, to the first counter and was told 2 days before I had my replacement, to another counter that told me Wednesday, the invoice he provided says it would be done today and now no one will give me a time frame.

I did not make 1 call to the store.  I called the store a couple of times because I was confused as how to handle the memory on the hard drive.  I even called Microsoft. 

If the policy was changed a 12 to 18 months ago, Why was I sold on a the policy as a off-the-shelf replacement when I purchased the xbox 8 months ago? 

Why did multiple geek squad employees tell me it would be a replacement over the phone?

I need a resolution or I will be done with Best Buy and every customer service class I go to in my national company will hear about the way a loyal customer is treated by your company.

[Agent_Matt]

It coulde been a mis-informed.confused employee when you were purchasing. Every now and then I catch myself saying it. I've been with the company since June 2, 2002. It's programmed in your brain and is more of a conditioned response at times. On top of that, we are still getting customers in with bricked 360's and they still have current PRPs instead of the Rapid Exhancge Black Tie Protection. So this still makes for an interesting dynamic. I have my newer Agents still asking looking at the recipts and asking me which plan the customer has at times. I still have to explain to the newer media people why I am exhanging 360 A, and rapid exhancing 360 B becuase of the overlap in plan coverage time periods. I forsee this still happening until all the PRPs are gone, and we only have GSBTP.

[Agent_Matt]

Wow... it has been a long Monday. I apologize for my spelling. haha

[Dorothy-BBY Community Supervisor]

Hey tonyd99 -

Aaron, from our Community Connector team, will be reaching out to you regarding your Xbox 360 GSBTP plan concern.  Thank you for taking the time to share your experience and your patience!

[Aaron-BBY Community Connector]

Hey tonyd99,

Agent_Matt seems to have already covered most of the basics, but there is one thing that I would like to clarify: the average turnaround time under our Rapid Exchange program.  While a guaranteed turnaround timeframe cannot be provided, it’s been my experience that most Rapid Exchanges can be completed within a few business days.

The reason for this is that whenever a product that qualifies for our Rapid Exchange program is brought in for service our stores create two service orders that same day – one to ship the defective console to the repair facility, and one to have the repair facility ship a replacement to the store.  Refurbished models are then shipped as soon as they are available, although service center backlogs may sometimes contribute to slight delays in this process.

I would like to provide you some additional information, so please keep an eye on your private messages.  You can check your private messages by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.