05-04-2012 03:58 PM
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and he agreed with me, marched up to customer service where he was advised by the store manager that this policy was no longer in effect.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 as I am sure this will fall on deaf ears, I wanted to get my thoughts out.
05-04-2012 06:07 PM
At some point, there was a PRP for gaming consoles and it would have gotten replaced in store. However, the fulfillment method for consoles is now different. The console gets sent out, and you get a refurbished console back generally within 3-5 business days. You don't have to purchase a new service plan for the refurbished console as your service plan is not consumed in the process.
This Plan provides for the replacement of your covered
product found to be defective by us. If we determine,
in our sole discretion that your product needs
replacement, we will replace your product with a
new or refurbished product of like kind and quality
that is of comparable performance or reimburse you
for replacement of the product with a voucher or gift
card, at our discretion, equal to the current market
value of the product, as determined by us, not to
exceed the original purchase price including all applicable
Your coverage under this Plan is effective beginning
on the date you purchase your product as
stated on your purchase receipt and will expire
either one (1), two (2) three (3) or four (4) years
from this effective date depending on the length
of Plan you purchased and as stated on your
purchase receipt. Our obligations under this Plan
will be fulfilled in their entirety if we replace your
product with a new or refurbished product or issue
you a voucher or gift card for replacement of your
product pursuant to these terms and conditions.
In some cases, there could be multiple refurbished
products used for fulfillment if found defective
by us. This Plan is inclusive of your product’s
manufacturer’s warranty; it does not replace your
product’s manufacturer’s warranty, but it does
provide certain additional benefits as listed within
this Plan during the term of the manufacturer’s
warranty. Parts and services that are covered
under the manufacturer’s warranty during the
manufacturer’s warranty period or that are the subject
of a manufacturer’s recall are the responsibility
of the manufacturer and are not covered under this
Plan. Accessory replacements are limited to one
like item per Plan term. After the manufacturer’s
warranty expires, this Plan continues to provide
the benefits provided by the manufacturer’s warranty,
as well as certain additional benefits as
listed within these terms and conditions. Coverage
under this Plan may be available on a limited
basis outside of the United States, for details call