Manufacturer Warranties and Protection Plans

[aros1701]

I have been a staunch advocate of Best Buy for over 10 years.  Everything in my home that is either home theater, gaming, music, or entertainment related has been purchased from Best Buy.  And with the larger purchases, I always buy either the product service or replacement plans.  Whenever I have had an issue, they have honored either the PSP or PRP, except now.

I purchased a TV bundled with an XBOX over a year ago and was going to purchase the PSP for the TV but not the PRP for the XBOX.  The sales person insisted the PRP was of great value.  As I explained further that the only reason I was getting the XBOX was because it came bundled, he advised that with the PRP, should I be dissatisfied with the product, I could simply come back to "THIS BEST BUY ONLY" and they would swap it for another XBOX or even another console.  I found this to be rather odd so I verified this with 12 other employees at this store.  The manager proceeded to explain that this Best Buy was the MOST PROFITABLE in the South East and thus are allowed certain exceptions that no other store can do.

SOLD, I bought the PRP for my XBOX and left happily ever after.  Some time later, I indeed found myself not using the XBOX so I went to the store and attempted the PRP exchange for a PS3 in order to get a good BLU RAY.  They honored the PRP exactly as I was told.  No hassle except that I had to buy a new PRP for the PS3 for which I agreed.

Now we come to the heart of the issue.  The PS3 is having lock up issues.  I took it today to the same Best Buy I purchased it from which is the same one I got the XBOX at and I received a complete run around.  I was advised that the Geek Squad Black Tie Protection Plan calls for the unit to be sent out for service.  I advised the Geek Squad tech and the store manager about my past experience at this store and both acknowledged that although they were doing this in the past, now they are not.  I clearly have a receipt for the purchase and they should have honored it but they NO was quite STERN.

I even hunted down the sales person who initially sold me on the PRP and he agreed with me, marched up to customer service where he was advised by the store manager that this policy was no longer in effect.  A few apologies later, I am still stuck with a broken PS3.

This is not the first time that I have heard of issues with the PRP at Best Buy and this latest experience has persuaded me to rethink all of my future purchases with Best Buy.  I know that I can get the same products they sell online for 20% less but I enjoy walking into the store and speaking to the employees.  Some seem to know what they are talking about while others simply do not.  

Best Buy, wake up and take notice that I am extremely upset.  I spend a large amount of money every year at your store and this single bad experience has left a sour taste with me and I am sure this will fall on deaf ears, I wanted to get my thoughts out.

[CrystalWoW Community Veteran]

The PRP's went away on 9/13/08 so it must have been quite awhile ago. When you did the first exchange, your old policy was in effect. When you bought the new plan you got the new btp plan which is primarily a service plan and calls for rapid exchange for a refurbished console which is your only option.

[aros1701]

The problem is with the actual store I purchased this from.  The sales associates at this store advertise that it is a PRP and that at THIS STORE ONLY, can a consumer exchange their console for a like one or even one from another platform.  This is how I exchanged my XBOX 360 for a PS3 in the first place.  Even today, the associates at this store promote the PRP as it relates to game consoles and even games/movies.  I have personally swapped out several opened games using this policy at this store only.

The rapid exchange is a joke.  My neighbor did a rapid exchange for a Wii and the replacement unit was all scratched up and looked like it was extremely used.  BB's response was "Sir, the console works and the cosmetic damage does not hinder its operation."

I guess declining service is to be expected in a retail business that has not expereinced true competition but that can change at the drop of a dime.

[Ryan-BBY Senior Social Media Specialist]

Hello aros1701 -

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[aros1701]

And I would like to add to my response for Crystal that my receipt is dated from 2010 with the following: GSPTP R.  I am told the R is for replacement but it seems the store is not honoring that.  My apologies for the delayed response. 

[Mbrguy Emerging Expert]

Per the Terms and Conditions of your Black Tie Protection Plan:

• Replacement parts or products may be new or reqbuilt to meet the manufacturer's specifications of the original product at our discretion.

Does the receipt say GSBTP-R (replacement in store on the spot)?  No, it does not specify how the replacement is handled.  At this time, replacements for gaming consoles protected through Black Tie are through the Rapid Exchange program, which is in FULL compliance with the Terms and Conditions of your Black Tie plan.

What the store means by "sending the unit out to service" (they could have used a different phrase that would have been more accurate) is that they will ship the unit to the Service Center.  At the same time, a replacement unit is shipped back and typically arrives within 3-5 business days.  They don't have to ship it out and wait for it to be repaired.

[aros1701]

I have newer receipts without the added R and those are the ones sold as service plans.  The R is clearly identified as a replacement plan.  Like with my Xbox noted in the original post - I walked in, handed them the XBOX and they handed me a new console and re-sold me a new replacement plan that shows the "R" clearly on the receipt.  I was clearly advised with this most recent issue that the PS3 had to be sent out for service and if swapped, it would be for a refurbished unit that most likely will contain some cosmetic damage.

[CrystalWoW Community Veteran]

Yes it is a replacement plan. Your replacement can be new or refurbished as clearly stated in the gsbtp-R terms and conditions. The store is correct.

[Brendan-BBY Community Connector]

Hello aros1701,

Welcome to the forum!

I'm sorry to hear about the troubles you have been having with your PS3 unit; I know this can be pretty frustrating. It sounds to me like the store could have done a better job explaining the actual details of the Black Tie Protection plan to you. We expect our representatives to be fully up to speed on all of the conditions of the plans we sell at all times, but it looks like we let you down here.

In terms of the policy, CrystalWoW and Mbrguy are correct- this unit would need to be sent off for a rapid exchange. In the past we allowed for a replacement console right there in the store, but we do not any longer. If you take your unit to the store, it should only take about 3-5 business days to get a refurbished unit back. Just to be clear, this process is similar to the warranty offered by Sony and Microsoft- they replace defective consoles with refurbished units as well.

I can see you have an excellent history with us, so I am sorry about the trouble this situation may have caused. If you have any other questions, feel free to reach out to us and we will do what we can to assist.

Regards,

[aros1701]

BB may not sell it any longer but at the time it was sold to me, BB did sell it so it should be honored as it was sold.  It's like buying a car in 2009 with a 36 month bumper to bumper warranty but now the same manufacture no longer offers that warranty.  What happens to those of us that purchased before the policy change.....nothing.  Because when it was sold, the policy existed and the car dealer has to honor it.  The same should be with the GSBTP-R that was sold to me at the time of the PS3 purchase.

I spend a lot of money at Best Buy every year and although it is probably not as much as other consumers (which was pointed out to me at the store), I would like to think that BB cares about all of its customers.  Perhaps this was once true.

I appreciate the time everyone has taken to respond to my post.