Best Buy & Geek Squad Policies

[jmadden]

I purchased an xbox 360 in 2007. Knowing that they are not that durable I bought the replacement plan.

After about 6 months I started having disc reading issues. So I loaded it up and took it back to best buy. I was able to go back get a new one and continue on with my day. They said I didnt need to buy another replacement plan because I was still covered. They also gave me a gift card cause the price had went down. So I figured wow this is a really great store.

After another 9 months I again started having disc read issues so again I take it to the store and I am able to go back get a new one and the also gave another one. I had to buy a new replacement plan because they said the other had expired. So I figured hey its worked two times before this is great.

Now 3 months later I am again having disc reading issues and I am wondering with this new policy if I will have to have them send it out and get a refurbished one back? I am just worried that I may have wasted my money on this replacement plan if I wont get a new xbox the same day or wait 10 or 15 days to get a used one back. 

Thanks for reading and any help that anyone gives.

[starhelper2587]

The X Box warranties changed from in-store replacement to rapid exchange with a refurb around September 2008.  Under your current plan, your X Box will be sent off and a refurb will be sent back for you to retrieve in 7-10 business days, I believe.  I'm not sure the wait time is 7-10 days ... it may be like 3-5, so a Community Connector will have to clarify that part.  But I know you're definitely getting a refurbished unit and it will not be exchanged the same-day you go to the store b/c you current unit has to be sent in to get the refurb back.

[jmadden]

Hey thanks for the quick reply. Thats what I thought but im still holding out that it isnt true.

Now with regards to the lemon policy how does that work? because im on my 3 going on 4 xbox.

[Nokia]

Yep, it is definitely true.

If this will be the fourth time you've sent it in, ask them to try to get it approved for No Lemon replacement. Doing that shouldn't be a problem.

[starhelper2587]

If the store refuses to assist, you can call 1-888-BESTBUY and ask for Consumer Relations.  They work at and for BB corp and could talk to the store manager while you're in the store if they won't submit the NL request.  But as Nokia said, it shouldn't be a problem, hopefully.  Let us know how it goes!

[jmadden]

Hey thanks

Im dreading taking it back cause I dont want to wait. How come they changed their plans? The other one was so effective. Oh well I hope everything works out even though it probably wont.

[starhelper2587]

Microsoft made BB do it, from what I understand.

[Nokia]

Yep, apparently MS was losing too much money from reimbursing BB for all these defective 360s, so they just stopped doing it. Thus, BB had to either stop offering a service plan with the 360, or change the plan.

While CS is important to any business, obviously if you are selling something that you never make money on, it's not a smart decision.

[Dorothy-BBY Community Supervisor]

Hey there!

Looks like Starhelper2587 and Nokia have worked together to give you pretty  much all the answers you need on this!   If you do encounter any issue in obtaining your replacement, feel free to reach out to me via private message.  You can send me a private message by clicking on the envelope in my signature bar (when logged in).

Thanks, and happy gaming!