Best Buy & Geek Squad Policies

[CApollo]

I'm mostly just posting this as a warning to other consumers.  I bought my first Xbox 360 Elite summer 2007.  I purchased the offered Best Buy warranty.  My Elite died Nov 1st 2008.  I took it in and was essentially refunded my money on a gift card with which I used to buy a new consol.  I was asked if I would like to buy the Best Buy warranty again, and of course I said 'yes.'  The lady handed me the policy, told me some changes had been made, and said I could return it in 30 days.

I read the policy.  I noted it no longer covered the Red Ring of Death but otherwise found no differences.  I decided this was fine considering Microsoft covered Red Ring of Death for 3 years anyway.

Yesterday that consol died and I took it in for a replacement.  There was no Red Ring when it failed on me ten times in a row.  The Geek Squad clerk tested it.  It froze, but no Red Ring.  He took it in back and did something to it.  He brought it back out and tested it again.  It froze and then Red Ringed.  I thought for sure they were going to try to deny me the warranty and I was prepared to argue, considering it didn't Red Ring until after the Geek Squad messed with it.  Instead, they told me they were going to send it in and a refurbished model would be sent back in 3-5 business days.

A refurbished model.  Microsoft will send you a refurbished model.  Yes, it takes more time, but I paid for this warranty and Best Buy isn't doing me any favors--at all.

I asked why this was my only option, and he pointed to the place in my warranty that said (I'm paraphrasing) 'products will be replaced with a model of like quality or a gift card will be given for reimbursement at our discretion.'   I had read this before, but based on my past dealings with Best Buy when my last consol failed, I assumed that they would replace the Xbox with a gift card with which I could purchase a new consol.  There was nothing in the warranty stating otherwise.  The Geek Squad guy said there was nothing he could do.  He implied it's corporate policy to replace with refurbs instead of give a gift card for a new consol.  I have no way of knowing if that's true, because as far as I know that documentation is not available to me.  I asked him if it specified the specific policy for Xbox 360s in the warranty and he said 'no.' 

First:  I never would've bought the warranty knowing I would receive a refurbished model. New Xbox failure rate is 100%  No one I know has had one last  much more than a year—and I know at least fifty people who own them between Xbox Live and other sources.  Refurbs die even faster than new models—sometimes much, much faster. 

Second:  I was hoping to get a model with the new Jasper chipset that has a lower failure rate that came out late last year.  They couldn’t even tell me what model I’d get as a replacement.  Not only that, but they sent me home with the same power brick and component cable I brought in because apparently the refurbished model doesn’t come with anything but the consol.  I pointed out to them that if I do get an Xbox with Jasper chip set it will use a different power brick.  The brick I have came from an Xbox Elite with the falcon chipset.  They had nothing to say about that except that I’d better hope ‘they’ send all the cables I’ll need.  I have no idea who ‘they’ is.  Where is this Xbox coming from?  The Geek Squad guy said the Microsoft warranty would cover this refurbished Xbox, but I have no idea where they’re sending it or who’s worked on the one I’ll receive.  If it isn’t coming to me in a box, how will I know if Microsoft is still covering it?

The message I'm hoping to get across here is there is absolutely no value in buying this warranty.  Yes, you might have to wait longer for Microsoft to send you a refurbished model, but don't be fooled into thinking you're going to get a new replacement like I was.  I did choose to have them send me the refurbished model.  I didn’t feel like I had any other choice, and I felt like I’d been fooled into this inferior course of action. I will never buy another large item from Best Buy ever again.  I definitely won't buy another warranty.  As far as I'm concerned, this was fraud.  I don't want anyone else to fall for it like I did.

[justinfcoffey]

1.) Microsoft is in no way affiliated with Best Buy's Rapid Exchange program (Refurbished XBOX's). The Rapid Exchange program is direct through Best Buy ONLY for customers with a GSBTP (Geek Squad Black Tie Protection) plan or PSP (Product Service Plan). Only XBOX's with a PRP (Product Replacement Plan) [it will say which plan it is on your receipt] are replaced in-store.

2.) Refurbished units are tested before being sent to the store for customer's to pick up and are held to the same standards required on all new units. It is true that you keep all cables/power cords. In the event that your Rapid Exchange uses different cords then your XBOX (due to Microsoft changing this between versions of the XBOX), you will need to call your local Geek Squad Precinct and have them send an escalation to the Rapid Exchange Service Center with the Service Order # from the most recent Rapid Exchange (if more than one has been performed) letting them know that your cords are for a different XBOX model and they will ship the new cables to the store for you to pick-up. In my experience the only cable that is different is the power supply's cable.

3.) The Best Buy's No-Lemon Policy, which is ONLY applicable to PSP/GSBTP customers, is also in effect. If you have three (3) XBOX's rapid exchanged and the fourth (4th) XBOX has any problems (& it is confirmed in-store), you will be authorized for an in-store exchange for a brand new XBOX 360. NOTE: This will fulfill the PSP/GSBTP plan and you will need to purchase a new plan for the new unit, if desired.

The "Red Ring of Death" is covered under the Best Buy Service Plans (PSP/GSBTP), although Microsoft's warranty is three (3) years for JUST that issue. All other defects are only one (1) year under Microsoft's warranty. Once a unit has been rapid exchanged by Best Buy, the unit must be serviced by Best Buy until the Service Plan has expired for warranty work. Microsoft will not honor their warranty on Best Buy's rapid exchange units due to different S/N's from the original receipt and the unit in your posession.

I apologize for any confusions by the Rapid Exchange program but after several test programs and customer surveys, it was determined that the Rapid Exchange program actually lowered repair costs (leading towards lower Service Plan purchase costs to customers), faster turntime on the unit (Repair time: 2-4 weeks, Rapid Exchange time: 3-5 days), and overall customer satisfaction.

If you have any other questions, feel free to ask. 

[Nokia]

Actually, RROD isn't covered under GSBTP. It was covered under the PRP.

[CApollo]

Thanks for the info justinfcoffey, but I would've paid more for a PRP if there was one.  The difference wasn't explained to me.  I got a hundred dollars back on my last Xbox purchase, and the difference in price would've covered it.  Now I'm going to be stuck in a cycle of returning refurbished consols while Microsoft releases better hardware for less money that are less likely to fail.  I did not purchase this warranty for a refurbished consol when mine failed, I bought it so I'd walk in, be given a new consol, and go on my way.  No one asked me if I'd like to pay less for a Rapid Exchange program.  No one told me about it at all, and my customer satisfaction is way down, and all they had to do was be up front about what I was buying.  The wording in the warranty is hardly up front.  I don't think there's any reason why I should've interpreted it any differently from the way I did.  I apologize for any insult, but I absolutely don't believe you when you say this program increases customer satisfaction.

From point 1)  So, Microsoft will not be covering this refurbished unit is basically what you're telling me?  No 3 year RROD coverage once I receive this unit?  No year of covereage (I'll have to research if Microsoft offers that year)?  Well there's a blatant lie.  I never would've let them ship it out if I known that.  Now I basically have a little over a year to go through three refurbished consols.  Then what?  This is exactly what I wanted to avoid by purchasing this warranty.

From piont 2)  How is it more efficient if I give them my consol, wait, then wait again for a new power cord?  Microsoft might send me everything I need in that time period.  Best Buy's system is not better.

[justinfcoffey]

I've contacted our Corporate Business Team and asked them a few questions specifically about what we've been discussing.

As soon as I get my reply from them, I'll let you know what I found out.

(And unfortunately, PRP's can not be purchased on XBOX's anymore.)

1.) From my current understanding, no. Microsoft will not honor the warranty but Best Buy will honor Microsoft's manufacturer warranty (from the original purchase date, not the date you received the rapid exchange unit). So, your three (3) year "RROD" or "E74" Microsoft warranty is still honored by Best Buy from the original purchase date. The specifics of this is one of the questions I have pending with the Corporate Team.

2.) From what I've read on Microsoft's XBOX 360 Support FAQ's, their average turn time on repairs is 2-3 weeks. Our Rapid Exchange program is typically 3-5 business days. In the event we substitute your unit for a newer model which power cord is different due to the redesign between models, you will have to wait another few days and they will be either sent to you or the store (I need to check on this). Even if there is that delay, it is still shorter then the 2-3 weeks that Microsoft will be in possession of your unit.

& EDIT - The other user was correct. Best Buy's Service Plans (PSP/GSBTP) do not cover damage caused by Microsoft's "RROD" but are covered under Microsoft's warranty so we are able to rapid exchange units with that issue or the "E74" if the customer owns an active PSP/GSBTP plan on the unit.

[CApollo]

I was told by the GS clerk that I would have three years of RRoD coverage on this refurbished unit starting from when I recieved it.  I asked that point blank.  I never should have let him touch my consol until I found out the facts.  He lied to me.  All of this has been very underhanded.

If you end up waiting five business days for the consol (assuming it's that short of time, at this store it rarely is) and then five more business days for the cord, that's about two weeks--possibly more depending on how it hits the weekends.  At least Microsoft would give me three more years of warranty without making me pay for a bogus plan.  Besides, waiting a week or two more isn't the issue.  I bought this plan so I would never get sucked into having to constantly send my consol somewhere.

[justinfcoffey]

Alright. I have the official answer from the Corporate Team on the process for XBOX 360's.

For XBOX 360's under Geek Squad Gadgets & Gizmo's Plan

0-30 Days from Purchase Date: Exchange over the counter for a new XBOX 360.

31 Days - 2 Years from Purchase Date: Test unit for defect; if defective Rapid Exchange. Gadgets and Gizmos coverage is still intact.

2-3 Years from Purchase Date: If unit has "3 Red Lights", you (the customer) must call 1-800-4MY-XBOX. All other units are out of warranty.

Notes:

If defect is with packaged XBOX accessory like a controller or power supply and is under Best Buy coverage or

Microsoft's warranty, call 888-BESTBUY.

Microsoft WILL honor the warranty on the "3 Red Lights" and "E74" defect between the 2nd and 3rd year of coverage, even on refurbished XBOX's provided by Best Buy.

[CApollo]

"Microsoft WILL honor the warranty on the "3 Red Lights" and "E74" defect between the 2nd and 3rd year of coverage, even on refurbished XBOX's provided by Best Buy."

That's good to hear, but it's still not the question I asked the clerk.  Microsoft would've given me a fresh three years of coverage.  I might've waited an extra week, but I wouldn't have shelled out $60 bucks for it, either.  I appreciate your efforts and the information you've provided, but that information absolutely needs to be provided to the customer in the warranty information they are given when they purchase a warranty from Best Buy.  The fact that it isn't provided in any form is absolutely unacceptable.  It's apparent to me that even the store employees have no idea what exactly is and isn't covered.  They can't answer my questions with confidence, and they don't admit it--they just tell me what I want to hear.

[Dorothy-BBY Community Supervisor]

Hello CApollo -

Aaron, one of our Community Connectors, will be reaching out to you shortly.  Thank you for your continued patience!

[Nokia]

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CApollo wrote:

that information absolutely needs to be provided to the customer in the warranty information they are given when they purchase a warranty from Best Buy.  The fact that it isn't provided in any form is absolutely unacceptable.

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Didn't you mention that the woman handed you the brochure for G&G when you purchased it?