Manufacturer Warranties and Protection Plans

[Mbrguy Emerging Expert]

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aros1701 wrote:

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.  The same should be with the GSBTP-R that was sold to me at the time of the PS3 purchase.

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The policy IS being honored as it was sold.  The Terms and Conditions state that replacement products may be new or refurbished.  It does not state that a new replacement product will be given in store the day you bring the product in.  

I understand that this is what you thought was the case, but the plans go by what the Terms and Conditions state.

[aros1701]

I don't think you are folllwing me.  Let me break it down a bit.  I purchased an XBOX with a GSBTP-R on it.  It eventually died and I walked into a BB, went to customer service, handed them the receipt and they asked me to walk out to the shelf and pick out another one.  All I had to do was re-purchase the GSBTP-R for it which I did.

I purchased a PS3 with the same EXACT GSPTP-R on the receipt and the store changed its tune.  Same store, same personell, same manager.

2 receipts, with the same EXACT GSBTP-R on it and 2 different outcomes.  When you buy the GSPTP without the famous little "R" at the end, then they do the rapid excahnge you speak of.  Please do not presume that as a consumer, I have not done my due diligence before resorting to a post on this forum.  And this post is not reflecting what I "think" it should be but rather what the BB representatives at this store are selling to their customers.

[Mbrguy Emerging Expert]

How do I put this into simpler terms so that you may understand it?  Hmmm.

Lets say you that you applied to a contest and won 2 trips to Los Angeles.  The Terms and Conditions of the contest states that they can either fly or send you there by train. 

The first time, they flew you there, but the second time, they try to send you by train.  Do you now complain because they aren't honoring the agreement?  After all, the first time, they flew you there but now they are trying to send you by train?

Well, no.  The Terms and Conditions of the contest allowed for them to either send you by plane or train.  It didn't specify that if you got sent by plane once, that you were automatically going to get flown there every single time.  Both airplane and train are allowed by the Terms and Conditions of the contest, so they are fully following your Terms.

Now let's get back to the issue at hand.

The Terms and Conditions of your Black Tie Protection Plan allowed for a replacement by Rapid Exchange.  In the past, they would replace with a new product in store, but they have since switched to another allowable replacement method, which is allowed by your Terms and Conditions.

They are still following the contract, but no longer replace in store.  The same GSBTP-R, but they are replacing using a different method than they did before, although the method they are using is still allowable per your Terms.

I hope that was a bit simpler and easier to understand.  Yes, you had two different outcomes with the same Black Tie plan, but BOTH outcomes were allowed for per your contract.  

[DrWookieeMD]

I have to say, that I too have had an issue just like this.

I purchased the Gears of War Xbox 360 back in February, of this year (2012), and was told that if I purchased the "Product Replacement Plan" as the gaming associate told me, that I would be able to come in store and swap out my console that day. I had heard before hand that Best Buy was switching to the "Rapid Exchange" program, and I asked the employee if he knew about that. He assured me that the "Rapid Exchange" meant in store that day, and that if I where to have any problems with the console I would be taken care of. I was still unsure so he brought the store manager over, and he gave me the same assurance, so I bought it thinking I would be taken care of. But low and behold, not even 6 months later, I am having issues with my console, so I bring the console into my regular best buy, and I am told exactly what aros1701 was.

This is quite infuriating, I have been a long term Best Buy customer, and have spent nearly 4 grand since I'd say, September 2011. And if there is one thing I cannot stand, is being lied to.

And apparently I am not the only one this has happened to...

When it comes down to it, I was (as well as aros1701), was promised a product guarantee, an in-store replacement plan, not a "rapid exchange," by multiple associates, at different locations. And both of us have been let down. I honestly, after the many years of being a customer, am reconsidering where I purchase things.

[Brendan-BBY Community Connector]

Hello DrWookieMD,

Thank you for joining the discussion.

I'm sorry to hear that you too have been told incorrect information. Unfortunately, I do not have another answer than has already been provided on this thread. The rapid exchange procedure is the way we process replacement under the Black Tie Protection. I could suggest that you contact Microsoft directly to see if they have another option for you under the manufacturer's warranty, but I believe they have the same procedure that we do.

Again, I apologize about the incorrect information that was provided in the store.

Regards,