Manufacturer Warranties and Protection Plans

[SyedM]

I have chatted online and called on the phone and have been told that Best Buy will NOT cover the E74 error my xbox 360 has. They keep telling me to go to Microsoft because Microsoft is doing a recall. Microsoft is not doing any recall, Microsoft claims that it is only a small issue though they are repairing it for free like the RRoD. I bought the PRP (product REPLACEMENT plan) because I was aware of the 360's history of breaking and was ASSURED when I bought the warranty that "If your system stops working, we arrange to have it replaced - no repairs necessary." Well, my system did break and now Best Buy does not want to honor their promise/contract. Best Buy has taken RRoD and the E74 broken systems with the same warranty before (check the forums). Even in this year, months ago. Now all of a sudden my system decides to stop working and I find out their is a change to the plan. I understand that the NEW Geek Squad Black Tie Protection excludes the RRoD and the E74, BUT MY PRP DOES NOT. All it says is if the system stops working, Best Buy will replace it. That is also the reason I bought it from Best Buy. It should not matter if Microsoft is repairing it, I bought a warranty from Best Buy to cover everything and now they want to make a new rule. If they want to change the rules they should notify the customers and then if the customers do not like the change, cancel it. Credit Card companies do that. They send a new terms and conditions and gives 15days to cancel your account if you don't agree with their new terms.

THIS IS UNFAIR. I do not want the $5 that I could get if I cancel the plan for the remainder of the plan, I want my FULL $60 warranty value because I was LIED to. But what I want more is Best Buy HONOR their Product Replacement Plan.

Does Anyone Else Have my Issue? xbox 360 having E74 error message and Best Buy refuses to help?

PS: I am was a regular customer. All my big stuff were bought from BB. I am planning on buying a tv for the holiday season... but now I know I will not buy it from BB. I may still buy movies, CDs and games (but only if they are on sale).

Thank you for reading my anger,

[Elizabeth-BBY Community Supervisor]

Hi SyedM,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and reply to your post.  You should hear from him within the next few business days at the most.

Thanks for your patience,

[Aaron-BBY Community Connector]

Hey SyedM,

Although I do not know why you would have been unable to file a PRP claim, I apologize if you found this to be the case.  It has been my experience that our PRP department has generally been able to assist customers in similar circumstances, so I can imagine how frustrated you must feel.

I would like to take this opportunity to gather some additional information from you, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.

[Smrid]

I have just recently got a E74 error.  I posted a message of my own but later deleted it because it was similiar to this.  Thing is, I too have PRP all the way from October 2007.  I fear that this is whats going to happen to me when I try to use my warranty to get an exchange.

I got the warranty just as the same as any xbox 360 buyer would do.  Now it's a freakin risk just to get game console, which is absurd....I'm POed just by hearing this situation, and really I have no hope when i try to replace mine.  As of right now I'm still trying to find answers and tips online before I go to the best buy store.  Its utterly ridiculous on how much I must research just to simply get the warranty honored.  But right now I can't try to exchange it until I see my friend who has the original mic that came with the console.  I wanna return everything that came in the original box.

[SyedM]

@Smrid -  I did not take my system to the store. I went to the store to ask them but they said to bring my system. I did chat with them once before and once after my visit to the store. I even tried the phone number on the PRP paper after the second chat.

Since Aaron is helping me out, I'll update my situation later. I bought mine one month after you (November 2007) so we both should have the same PRP plan. If you take it to the store, let me know what happens.

[Dorothy-BBY Community Supervisor]

Good afternoon  Smrid -

I know how frustrating it can be when your gaming system stops working!  I hope to be able to clarify your options through my post. 

If you have a Product Replacement Plan on your unit, (available prior to September 2008), then your unit should be exchanged for a new unit if the unit is verified inoperable.  You can receive your replacement by bringing your entire unit, as well as anything that came in the original box, to your local store.  Your other alternative is to contact 1-888-BESTBUY and file a claim with the Product Replacement Plan department (PRP department).  They will send you a postage paid label to mail your unit in, and upon receipt and verification, will mail you a voucher for your full purchase price. 

I hope this helps to make this clearer, and please feel free to contact me through private message should you have any further questions.  You can send me a private message by clicking the envelope on my signature bar.

Thanks!

[jodana007]

Actually, Xbox does repair the E74 message for free.. I just sent mine in for that repair free of charge and they will even send a shipping label for free.

[AnthonyB]

When I had a PRP plan and replaced the Xbox 360, I only brought in the unit, power supply, and hard drive.  They checked it and handed me back my hard drive and a new unit with a power supply (less the accessories) right out of the box.  Now is the catch.  That is the only time you will be able to use the PRP warranty.  No more exchanges will be allowed and they will ask you to buy a new rapid exchange warranty.  The new warranty involves you dropping off the Xbox 360 and waiting 2 to 6 weeks to get a different and refurbished unit.  They will tell you it only takes a few day but that is a lie.  It took 5 weeks when I dropped mine off in June this year and the refurbished unit did not last 3 months.  Now it has been 1 1/2 weeks and they have no idea how long it will take before I get another refurbished unit replacement.

In hindsight, I should have bought an a PS3.