Best Buy & Geek Squad Policies

[JakiChan]

Unfortunately tonight I had to use the PRP for my XBox 360.  Everything went smooth and I was happy with the service.  However, now I'm aware that my new console (I upgrade to an Elite) has a different kind of protection, and I'm a bit annoyed.  My question is:

What does the "Black Tie" protection give me?  The answer seems like not much, but maybe I'm missing something.  If I have a problem during the 1 year Microsoft warranty...they will mail the box to Microsoft for me.  Which I could do myself.  If it's past the one year and it's *not* the RRoD they will...mail the box to Microsoft, but I won't have to pay the repair fee.  If it is the RRoD they will do nothing.  

So what exactly did I just pay $60 for? 

[JakiChan]

I went today to clarify and it would seem the answer is "not much".  Oh, wow, they'll take care of all the paperwork for mailing back to Microsoft.  Yeah, like that's hard.  The difference between taking it to Best Buy and taking it to the UPS store with a prepaid label is incredibly minimal.  Oh, and they don't cover RRoD at all, but they'll still mail it for you.

I think I'll get my $60 back. 

[Elizabeth-BBY Community Supervisor]

Hi JakiChan,

You'll be hearing from Aaron, one of our Geek Squad Connectors, shortly.

Thanks,

[Aaron-BBY Community Connector]

Hey JakiChan,

Geek Squad® Black Tie Protection (GSBTP) provides many of the same benefits as our older Product Replacement Plans, but with one key difference: it provides repairs first and foremost. For Xbox 360 consoles, however, those repairs are typically provided through our Rapid Exchange program. Here’s how the program works:

• Customers with GSBTP coverage bring their defective Xbox 360 console to the repair counters at their local store
• A Geek Squad® agent performs a series of diagnostics to confirm that the console is defective and creates a new service order for the repair
• The console is then shipped to one of our off-site service centers
• A refurbished model is provided in return, typically within 2-5 business days

Once an Xbox 360 has three (3) previous qualifying hardware repairs (or Rapid Exchanges) and a fourth confirmed hardware failure, it is then eligible for replacement under our “No Lemon” policy. Just like products covered by a Performance Service Plan (PSP), Best Buy® reserves the right to replace such products with a comparable model or issue a gift card/voucher for the fair market value of the product.

If you are not happy with your current coverage though remember that you can always cancel your plan and obtain a pro-rated refund. Simply stop by your local Best Buy® store’s customer service desk and an associate should be able to help you out.

Hope this helps you out!