Best Buy & Geek Squad Policies

[Audiophile]

You have mentioned several highly placed people that have agreed with you. I have worked in retail for 15 years and I simply do not think you are being honest. What did the stores GM say? What happened when you called 1888 best buy?What happened when you spoke to the services manager? Not only would middle ground have been found, but you need to call the CEO of MS back as they have known about a manufaturing defect (red ring) for YEARS and they have CHOOSEN not the change the design of one part which would fix it. The part is available as an aftermarket uprade, but MS has decided not to fix it. ALSO it is MS that changed the policy and if BB service centers, or in store techs work on a 360 it voids the warranty and the store can not get credit from MS. Becuase of MS, BB HAD to change it's policy. It is unrealistic to expect a retailer to accept responcibilty for a vendors manufaturing defects. As far as your erplacement unit, BB expects 3 days, but there are occasaions when there is a delay from MS. I don't know why MS acted like they were upset, they are making products they know are defective, then forcing resellers to ship the units, less the hdd, to them. MS sends a replacement, which fullfills your PSP. The written policy and it's details supperseed any verbal claims. I know this souns harsh, but the units coming back are not junk. If you feel they are then you need to deal with your CEO buddy... it's his call that BB AND other retrailers must stop replacing them on site if they are to get credit from MS.BB sees MANY units every day, if we were not able to get credit from MS, BB would have to stop selling them,

I said all that because I think you are smart enough to realize that MS and BB have many business agreements, problems on one side would cause problems for both. BUT MS is in a position to be the party making the demands. I would suggest that before you spend the emotional energy required for a bbb filing and 'taking on corp america' you get you info togather, including a draft of your BBB letter and call ahead to make a time to talk with the stores gm, or the services manager. The only warning I would give you is that if you mention 'lawyer' the bb staff has been trained that they MUST stop at that point and refer you to our home office. So even if you have thought of hiring one, let the GM and services manager try to help before mentioning it.

Good luck and post what resolution you end up with.

[farmergirl]

hello i donot think they are junk,

i had a 6mo. old 360 best buy told me id get a new one.

instead i get one thats 2 years old!!!!!

ms is aware of there stuff i dont care about rrod they fix it for 3 years i am upset with the way bb lied to me i just want my moneys worth if i wanted a refurb. i would have went to online and got one for 100.00

but looks like i got one from bb for 300.00

you people need to look up bb on ripoff report.com you tell me? 

gm ya rite all you get is some kid who dont know any thing they are rude i wish i could speak with the gm that would be awsome but good luck,

as far as a lawyer  i already lost 300.00 getting ripped off i cant afford it.

like alot of other people nowdays its bad enuff to get ripped off and lied to.

any way i want to talk to the gm but like i said good luck.

thank you

[Nokia]

If you go in and request to speak to a manager, you'll get to speak to one.

[farmergirl]

i never said i am getting a lawyer, just the bbb. thanks

[Starflyer59]

The thing that I do not get is that MS has known for years now that the Xbox 360 was faulty but they continued to (ripp people of) sell faulty consoles.

MS has had several lawsuits over the RROD and other problems with their Xbox 360.

So...it's not BB that's ripping people off..it's Microsoft because they are still selling faulty consoles and they know they are selling faulty consoles.

Farmergirl...I really do believe you when you say you had problems with your Xbox 360 and i agree that MS should give you a new console...but I don't really believe that you just picked up the phone and spoke with the CEO of Microsoft.

[Elizabeth-BBY Community Supervisor]

Hi farmergirl,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days.

Thanks for posting,

[UncleBubba]

  Just an observation here from somebody that has nothing to do with BestBuy or the person that started this complaint.

  Farmgirl:  You really do need to turn the video games off for a while and get back to school or at a minimum take a little more time on your post to see that you are presenting the information clearly and accurately.  I also think you shot just a little high on your claims of talking to the CEO of Microsoft.  Personally I would have been impressed if you had managed to talk to the secretary of his secretary and that would have been more believable.

Audiophile:  So far I think you have made the only worthwhile post in this whole thread of replies.  Good job to you.

The Rest Of You:  You need to go back to business school and take a few classes on customer relations.  All of you have disclaimer statements that say that your opinions do not reflect those of BB.  Guess what, since you have all made it clear in the past that you are BestBuy employees, your opinions do reflect on BestBuy and you are representing them.  To that end your posts in this thread are nothing short of disrespectful and shameful to say the least.  You have been rude, condescending, shown no professionalism whatsoever.  I think I've made my point and will stop at this.

[farmergirl]

i did not just pick up the phone,it took me 2 weeks to get threw and my mistake it was not ceo it was

the jr ceo of customer relations guys so for give me.

as far as ms i dont care what they do or what they know.

best buy lied to me!!

2 times ok i think you guys are over looking what im saying?

so just leave ms out of this if they ripped me off i would do the same thing and let people

know.

thanks and godbless

[Starflyer59]

Nokia is correct on that. I have never worked for BB and most likely never will. It would be a fun job, but BB could not pay me what I make now.

[Aaron-BBY Community Connector · Accepted solution]

Hey farmergirl,

I’m sorry to hear about your recent Xbox 360 difficulties! My brother is an avid Xbox 360 owner as well, so I can certainly imagine how frustrated you must feel to have encountered hardware issues with your console.

Please be aware though that Best Buy® has offered two different types of coverage for video game consoles over the past few years, as explained in this thread. Unfortunately, this means that if you purchased your Xbox 360 console anytime after 09/13/2008 you would not be entitled to an immediate in-store exchange and would instead need to seek repairs under our Rapid Exchange program. As I mentioned in this second thread, however, you would still be entitled to an exchange under our No Lemon coverage once your console has accrued three (3) previous qualifying hardware repairs and a fourth confirmed hardware failure.

Now, I apologize if there was any confusion regarding your service plan coverage, but be forewarned that we are unable to extend to you the benefits of a plan that was neither purchased nor available at the time of sale. Additionally, remember that you may always cancel your service plan if you are not satisfied with its coverage. To do so, simply bring a copy of your original receipt to the customer service desk at your local store and an associate would be glad to help you out.

If you have any other questions or concerns please do not hesitate to let me know. You can send me a private message by clicking on either the icon in my signature below or the letter icon in the upper right-hand corner of the screen.