Manufacturer Warranties and Protection Plans

[BMoreHokie]

On 10/03/08 I retuned an XBOX 360 elite system to the Best Buy store in Christiansburg Va. due to the “three rings of death.” This was the same store where the unit was purchased.  Since I purchased the warrantee (PRP) for this system I had little trouble returning the product, having it credited to a gift card, and purchasing a new 360 elite that same day.  When purchasing the new system at customer service I was asked about purchasing a warrantee from Best Buy. I asked the employee at the customer service that was checking me out the explicit question, “If this 360 malfunctions, will this warrantee enable me to return it to Best Buy and get an immediate replacement?” The answer was not only “yes,” but also an exact confirmation of my question.

On Sunday July 5th 2009 I returned this XBOX 360 for the “three rings of death,” and after it was confirmed by the geek squad as being broken, I was given a new 360. When the manager came up to approve the transaction I was told that the warrantee did not cover immediate replacement, but replacement by Microsoft as soon as possible.  The customer service employees stated that the return policy had changed recently, and that I would have to wait until Microsoft sent a replacement.

I did not pay for this delayed “refurb” service plan, and I feel that regardless of the policy change on Best Buy’s part after I purchased the warrantee, my immediate replacement should be honored. When asking the geek squad member exactly what I was paying for other than postage for Best Buy to send it back to Microsoft, (which I could do much cheaper) I was told that it was "expedited" replacement and it would take less than a week.  Over a week later and I am still waiting..........

Could you please help me with this mater.

Thank you for your time.

[Elizabeth-BBY Community Supervisor]

Hi BMoreHokie,

I've asked Aaron, one of our Geek Squad Community Connectors, to answer your questions and follow up with you.  You should hear from him within the next few business days at the most.

Thanks for posting,

[Aaron-GS Community Connector]

Hey BMoreHokie,

I remember how frustrated my brother was when his Xbox 360 died, so I can imagine how disappointed you must feel to be without your console. I would be equally discouraged in a similar situation.

Please be aware though that Best Buy® has offered two different types of coverage for video game consoles over the past few years, as explained in this previous thread. Unfortunately, this means that if you purchased your Xbox 360 console anytime after 09/13/2008 you would not be entitled to an immediate in-store exchange and would instead need to seek repairs under our Rapid Exchange program. As I mentioned in this second thread, however, you would still be entitled to an exchange under our No Lemon coverage once your console has accrued three (3) previous qualifying hardware repairs and a fourth confirmed hardware failure.

Now, I apologize if there was any confusion regarding your service plan coverage, but be forewarned that we are unable to extend to you the benefits of a plan that was neither purchased nor available at the time of sale. Additionally, remember that you may always cancel your service plan if you are not satisfied with its coverage. To do so, simply bring a copy of your original receipt to the customer service desk at your local store and an associate would be glad to help you out.

I would like to provide you some additional information regarding your Xbox 360’s repairs, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.