Best Buy & Geek Squad Policies

[hughjabut7]

When i bought my xbox i purchased the in store replacment plan, so i get a brand new one with out question if my xbox is proven not to work.  So now a year later my xbox cant find any of my controllers, and wont connect to any of them, so i took it back to bestbuy they checked it out and gave me a new one.  But they said since its been over a year since you bought your plan and xbox your plan will expire.  So i went ahead and purchased another in store replacement plan that i purchased before for 60.00 dollars, so i wouldnt have to deal with the struggle of refurbished xbox's.  Its now 8 months from then and my xbox decides it doesnt want to read discs any more.  I pack and take it to bestbuy and expect my new one with my plan i purchased.  It didnt happen that way, they said i only purchased the service plan for 30.00 but i showed them my receipt and they still said they cant give me a new one because my plan number doesnt match there in store replacement plan numbers.  So after being confused and pissed they said will put it through our rapid exchange program, which as i have heard is not so rapid.  its been a week and 3 days past my expected completion date, and yet havent heard from them.  and  my geek squad repair status says that its checked in and awaiting shipment.  Does that mean my xbox is sitting in the pile to be shipped from the store?  Why wont bestbuy honor my replacement plan which i paid 60.00 dollars for is only giving me the service plan, which so far does about the samething i can do, put it in a pile and wait for the package to be sent.  Why if i had my reciept that shows i bought the in store replacement is bestbuy giving me not honoring that?

[Nokia]

When did you purchase the second 360?

[John-BBY Community Connector]

Hello hugh,

I was disappointed to read about your experience in seeking repair or replacement for your Xbox and the confusion around your coverage.  It also sounds like there was some difficulty at the store regarding your protection plan information.  I know that I'd be frustrated too if it seemed that the rules had changed about the plan fulfillment and I wasn't able to get the information I needed.

As you were notified, there has been an ongoing issue with Xbox rapid exchanges.  We continue to work to resolve this issue for you and our other customers.  While I know that is of little comfort, I'd like to look into your specific situation and present you with additional options, if available.  To do that, I'll need some additional information from you, so please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right. I look forward to working with you!

Sincerely,

[sorglos]

Good luck.

I have been waiting almost a month.

Hope yours is quicker.

[hughjabut7]

now i am hearing two different stories from two different geek squad agents.  The first one said that they shipped on on Monday and that it will be here Wednesday or Thursday.  Then when i go in to check today( Thursday) some other guy says that it wont be here for another week or two then he goes and looks just to make sure and he still says that it should be about two weeks.  Then as i was leaving some geek squad agent was rolling a cart full of xbox 360s that they just received from a truck.  I would say there was about twenty on that cart so hopefully mine is in there but its and hour and a half later and no call has been made.  Hopefully they get it quick cause i went a out and preordered 3 games and have no xbox to play on.  this is unbelievable