Best Buy & Geek Squad Policies

[jayarespike]

So I went online to see if I could find a way to get a recite as my Xbox just acted up, and I know I have a PRP bought back in June of 07. I have had 2 Xbox’s go red ring and here is my third. Now I log on to this board and to my horror I see everyone calling best buy Evil for changing there plan, and I understand why, may not agree with them all but some make great points. My question is if I still have a PRP and not a black tie, do I still get taken care of in store or do I need to send off my Xbox? Also I know I have an old Xbox and have read the horror stories of where they need to order a new power brick is that also going to be my case? Seeing that I have a PRP I should be taken care of in store right and not the black tie send out, plz help?

[MobileExpert]

BB isn't allowed to change the terms of a plan you have already purchased, so you would indeed be covered by the Product Replacement Plan. However, when you exchange out the product, your PRP will be fulfilled, and if you wish to continue coverage, you'll have to purchase the GSBTP.

[GeraldRose]

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jayarespike wrote:
So I went online to see if I could find a way to get a recite as my Xbox just acted up, and I know I have a PRP bought back in June of 07. I have had 2 Xbox’s go red ring and here is my third. Now I log on to this board and to my horror I see everyone calling best buy Evil for changing there plan, and I understand why, may not agree with them all but some make great points. My question is if I still have a PRP and not a black tie, do I still get taken care of in store or do I need to send off my Xbox? Also I know I have an old Xbox and have read the horror stories of where they need to order a new power brick is that also going to be my case? Seeing that I have a PRP I should be taken care of in store right and not the black tie send out, plz help?

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Jay you will be covered by the original terms of the Product Replacement Plan, I believe in almost all caes, this will mean an in-store exchange of your old unit for a brand new one. I don't believe you will have to send the unit to service. At the very worst I believe you will get a gift card for the amount of the unit plus tax. At that point you can bring the gift card in and buy whatever you want.

[Elizabeth-BBY Community Supervisor]

Dear jayarespike,

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Aaron-BBY Community Connector]

Hey jayarespike,

Like both MobileExpert and GeraldRose have pointed out, your Xbox 360 should still be covered by the original terms and conditions of the PRP you purchased in 2007 even though Best Buy® no longer offers PRP coverage. If you’re hesitant to work with your local store though, remember that there are always two other ways you can file a PRP claim:

• Over the phone by calling 1-888-539-6883
• Online at https://blacktie.geeksquad.com/

Regardless of which method you choose, your PRP would still entitle you to either an immediate exchange or a gift card for the original purchase price if the console is defective. Once an exchange is processed (and your PRP is fulfilled), however, you would need to purchase Geek Squad® Black Tie Protection in order to have coverage on the replacement console.

If you have any other questions, please do not hesitate to let me know. You can send me a private message by clicking on the letter icon in the upper right-hand corner of the page and composing a new message to my user name “Aaron-GS.”

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.