Best Buy & Geek Squad Policies

[k13k07]

I posted on 9/27/2011 with the title Dont bother with a warranty, you won't get what you paid for... and as of the time I went to post this, the moderator has locked my post, citing that I, the original purchaser, is not entitled to information about my console.

I have been in contact with Xbox and corporate - xbox had advised me to get my original console back. The reason for that is because with a refurbished console, I don't know what I'm getting. It could be banned (unable to go online), modded, anything. When I went into the store today to get my console back, as per Xbox's recommendation, I was offered the same refurbished Xbox 360 that I was offered two weeks ago. After I explained that according to my warranty and according to Xbox, I am entitled to a product of like kind and quality, I will not be accepting the refurbished Xbox and I wanted my console back, the manager John and the Geek Squad employee Joby, went into the back to file an escalation. After about five minutes, I was offered a brand new limited edition Gears of War Xbox. Not by the manager of the store, John, but by the Geek Squad employee Joby. Keep in mind: my prior escalation was to get my console back and it was denied. In other words, they didn't know what happened to it, Best Buy messed up and couldn't find my console. His reason: he didn't want to deal with it.

Here's the dumbest part: we were told that the employee had to keep the box the console came in so we had to walk out of the store with our product in plastic bags (unacceptable!).

On the register recipt, the new console is listed as a comparable product. If it is listed as a comprable product now, why wasn't it two weeks ago when this whole thing started?

I'm just glad this ordeal is over now, but seeing as how i was lied to every step of the way, and was fought by Best Buy, I will NEVER be back to for anything.

[CrystalWoW Community Veteran]

You aren't the original purchaser. It is not under your name. You whined enough that you got your way, even though you were not in the right. I personally would suggest you just go enjoy your xbox and now that your plan is fulfilled, you have nothing more to worry about as I am assuming you didn't pick up a new plan.

[k13k07 · Accepted solution]

If I'm not the original purchaser, why does my name appear on the original register recipt? And why did the customer service person require my I.D.?

[Evillor]

Calling the guy a whiner is a bit extreme isnt it, especially after you have told me that isnt alowed on these boards.

As for them keeping your box, thats standard procedure. Its so you cannot take the console home and resell it as a new console, or try to return it to a store for a refund.