Gaming Support

[Edmonro]

hi there i have 1 xbox pro i buy it like one and a half year ago its was the 20 gigs version with hdmi it cost me 349 dollars and i purchase the PRP plan, so recently my xbox died it has the e74 so yesterday i went to the best buy near my house, and the guys of geek squad, make an intense investigation with my xbox to see if is broken, so they agree that was broken. and they tell me that i can go and pick it up a new xbox, they toll me that i need to pick a 60 gigs pro version of 299 and i ask if i pick the xbox of 299 what is gonna happen with my 50 dollars left and they tell me that they cant do anything that was just a replacement one console for another so i ask that if they can give me a gift card for the 350 dollars that i spend in my old xbox, and buy a nice pretty red xbox resident evil version from best buy online  and they tell me NOOOO you have to pick the 299 xbox or an elite and pay and extra 50 and i ask a lot of times if i can do something else to buy another xbox online via best buy or something like and  they keep telling me its all we can do you can take your 60 gigs xbox or an elite and pay the difference i think that the lady was trying to steal from me 50 dollars or something like that, so i was very pissed off and i pick my old broken xbox and i went to my home

and i make a little research on BestBuy online and i found this 

Product Replacement Plan Benefits
Your Best Buy Product Replacement Plan (PRP) provides comprehensive coverage and easy fulfillment from day one, offering full replacement of covered products.

We don't fix it—we replace it
We give you a Best Buy gift card so you can choose your own product replacement. If you purchased the item in store, you can file a claim online. For all online purchases call 1-888-539-6883.

Full Replacement
You get comprehensive coverage, with no deductibles or other hidden charges. If your product is found defective under normal usage, we will provide for a replacement.

Nationwide Redemption
Upon receipt of your Best Buy gift card, we can redeem it online or in any Best Buy store.

so whats next do  i have the right to demand a gift card so i can buy online or what can i do i hope that someone can help me, sorry for my bad english 

by the way im from mcallen texas

[GeraldRose]

Edmonro,

I don't know if you have already conpleted the exchange, but here is some answers. With the PRP plan, you were never supposed to be able to just walk in the store and get a replacement, you are/were supposed to call in to BBY and explain the problem they would then send you a box and you would mail the xbox into them and then they would send you a gift card for the amount you paid plus tax.

What ended up happening is customers would come into the store, and BBY would just take care of the customer right then and there and offer and exchange. By doing that though you are not entitield to a gift card, you simply get an exchange for the most comprable item, which is not the new 360Elite.

So its a trade off, do you want your system ASAP, or do you want to wait and get an extran 50,00 bucks?

[Dorothy-BBY Community Supervisor]

Hey Edmonro -

If you have a bit of patience, you can take advantage of the procedure that GeraldRose described.  You would call 1-888-BESTBUY (1-888-237-8289) and ask to speak to the PRP department (Product Replacement Plan).  

Once you do this, they will send you a pre-paid box that you can use to send your Xbox back to us in.  Once we receive it, then you will be sent the gift card for the purchase price.  While it might take a couple weeks,  you will get what you deserve and are entitled to. 

While I do not know why the store was unwilling to take care of you in store, I want you to get what you are entitled to.  If you would like me to try to remedy this for you at the store, feel free to contact me through private message.  To send me a private message, click on my name and chose the option on the right to "Send this user a private message".

Thanks!

Dorothy
Community Connector

Best Buy® Corporate

[Edmonro]

hi there guys like i will make  that proccess coz i want to buy a better xbox like the red one so the next step  is call to prp department right????. so i cant walk right into the store and demand a gift card right????