Manufacturer Warranties and Protection Plans

[knightsdwn]

Hello.

I've been currently experiencing problems with my 20GB Xbox 360 Pro that I purchased on 06/02/08. I also purchased the 2YR $300-$399.99 Game Console Service Plan after being told by a sales associate that I will be able to replace the system if it ever breaks due to normal use for a comparable product or a gift card of the purchase price. I was still unsure of the details regarding the service plan so I sought clarification from a customer service rep. The customer service rep was adamant and reiterated what the sales associate told me.

Fast forward over a year and my 360 is now having difficulty reading discs and overheating. I am convinced that the console is on its last legs, so I review my receipt and PRP brochure to prepare myself of the return procedures. However, I am a bit worried seeing "PSP # {removed per forum guidelines} " on the receipt after reading up on the differences between PSPs and PRPs.

So my question is, will I still be able replace my 360 when it inevitably breaks for a comparable product or gift card when I exchange it instore? Or was I misinformed by BB employees and given the wrong paperwork and service plan?

Thank you and any feedback is greatly appreciated.

[jimfkruse]

i am having that problem now and they told me they had to send it in for service That they could not replace it in store. Here is what i posted today after i got off the phone with customer service, please let me know if you get anywhere with this and i will let you know also.

So I called 1-800-best-buy and had to wait 15 minutes to get a hold of anyone to talk to and once I did he was not helpful at all. He could not explain to me how the store clerk could not find my psp# in the first place. All he said to me was that there was nothing they could do since the policy has changed a little while ago that instead of replacing the xbox360 on spot they have to send it in for service. I have had this xbox360 and its warranty for almost 2 years. This warranty should abide by the old policy since it was bought when that policy was in use, not the current policy which now entails me to wait up to 2-3 weeks to get it back. The clerk in the store told me a week but once I talked to someone on the phone they told me usually 2-3 weeks. So besides not being able to play video games at all now I am without any DVD player, plus I am paying for xbox live and netflix which I use through my xbox360 and I cannot even use them for possibly the next 3 weeks. So basically I am losing money for buying a warranty from best buy, I bought a tv from there not too long ago with a warranty and now I am dreading if anything goes wrong with the tv. I had an old xbox before I got xbox360 and I had a warranty on that one also and when that broke they replaced in store no questions asked which was nice, now I have to deal with people who don't know what they are doing and are also not willing to help me except to tell me there is nothing they can do. This is horrible customer service, and I don't think I will ever buy from them again and I will also have my family buy from someone else if this does not get resolved.

[knightsdwn]

My 360 finally broke down with the E74 error. Calling 1-800-BEST BUY has not solved my problem as they passed me along to different departments for well over 45 minutes until one service rep finally told me to go to the Best Buy store I purchased my 360 from for further information. I take a trip down to the store and spoke with customer service and told them that I was instructed to ask about my service plan instore. Unfortunately, I was given the run around and was advised to call the 1-800 again.

I am extremely upset at the lack of an answer for a simple question. I am no longer sure what I can do to get help other than sending letters to corporate, filing reports to the Better Business Bureau, or sharing my story to internet websites such as consumerist.com. It is disheartening to see that my question will only be answered through such drastic means.

[jimfkruse]

I am still waiting on an answer from someone also....

[Aaron-BBY Community Connector · Accepted solution]

Hey knightsdwn,

As long as you purchased your service plan coverage on or before 09/13/2008 then you should be able to bring your defective Xbox 360 to your local store for an immediate over-the-counter exchange.  It’s only if you purchased your service plan after that date that you would need to seek repairs through our Rapid Exchange program.  For more information though you may want to check out the following link:

Product Replacement Plan (PRP) vs. Geek Squad® Black Tie Protection (GSBTP)

Now, I’m not quite sure why you would have been referred back to our toll-free hotline by your local store, but I apologize if this occurred.  Even though our service plans may have changed from PRPs to GSBTP, rest assured that our retail stores are still able to honor the fulfillment processes that were in place when you purchased your PRP coverage.  In fact, they have an obligation to do so!

I hope this helps you out, but please feel free to let me know if you have any other questions.  You can send me a private message by signing into the forums and then clicking on either my signature below or on the letter icon in the upper right-hand corner of the page.
 

[knightsdwn]

Thank you for the response. It has just been an extremely tiring experience just to receive an answer so I greatly appreciate your help.