Manufacturer Warranties and Protection Plans

[bryash]

I was told my plan does not expire until October 2010 so that leaves me to believe that I bought my Xbox in October of 08. I just received the red ring of death and I have a rented game stuck in  the console. Am I eligible for a replacement or will it have to be shipped off? Either way I have out to get that game out.

[Nokia]

Since the GSBTP plan began after 9-13-08, you have that plan, which requires you to go through Rapid Exchange. If you send the console in with the game in it, the game will not be returned to you.

[JoshSB]

Ask the Agent to remove the disc, I have done it before its not too horribly difficult.

[bryash]

When I bought the Xbox I was told I would be able to bring it back and receive a new one free of charge if I bought the warranty. Today I found out I would be receiving a refurb which would take 5-6 days to be shipped. So basically I paid extra for what microsoft would have done for free. When I go to pick up my refurb, that will be the last time I enter a Best Buy. I was given the wrong info at best if not straight lied to. This isn't an isolated incident from reading these boards and shows poor management.

I will no longer be purchasing anything from Best Buy and will express my opinion to those I know. I realize I am just a drop in the bucket and no one at Best Buy will care but at least I know I will no longer be one of their many suckers.

[Dorothy-BBY Community Supervisor]

Hello bryash -

I have actually asked Josh to reach out to you regarding your concern.  Thank you for sharing your experience.

[bryash]

I know about the service order number but all it tells me is it has been shipped but I have no idea where it is. For all I know it is still sitting in the warehouse.

[Nokia]

The store will call you when it arrives.

[Josh-BBY Retired: Community Connector]

Bryash,

It is regrettable if we did not do the utmost to inform you the updates we made to our Xbox 360 coverage per the shiny new Geek Squad® Black Tie Protection plan you purchased in October of 2008. Unless the plan you purchase from us specifically states that it is a “Replacement Plan” Best Buy® has always stressed repair over replacement of a product. As Nokia stated in September of 2008 we were able to start offering our customers a plan that was more in-line with that spirit and that is what was purchased with your console.

As an employee when the change to our service plans occurred I can say that there was a massive information campaign launched internally to ensure that everyone wearing a blue shirt was on the same page with the changes that the new plans brought. I am sorry that it does seem that the representative you spoke to at our store was misinformed on the coverages involved in the protection plan for gaming consoles.

While I was researching your previous purchase I did notice that you had brought your Xbox 360 into our store for a Rapid Exchange. I also noticed your additional question about the tracking information and I wanted to provide you with more information involving that. I must also say that I hope our Geek Squad® Agent was able to remove your game before it was shipped off!

To connect with you on further details I have found on your Rapid Exchange I have sent you a private message. In order to view your private message please ensure that you are logged into the forum and click the link shaped like an envelope in the upper right hand corner of the page. Thank you for reaching out to the forum and I look forward to hearing from you!

[bryash]

I received your private message and I appreciate all your help. If I was told properly the first time I would not have purchased the plan. The only thing you guys did that Microsoft would not have was get my console back to me in a week. So basically I paid extra for a faster return. Doesn't really sound like a sound investment does it? Water under the bridge now. Thanks again.