Manufacturer Warranties and Protection Plans

[teddyk15]

I returned my Xbox to best buy through the Black Tie Protection rapid exchange program last sunday the 27th of December. It is now January 9th. Its kind of ridiculous and I'm really confused how I haven't gotten my Xbox back yet because I was told that the rapid exchange program was supposed to take around 7 days max? What is going on.

[Nokia]

It takes 7-10 business days on average. At this point it will be 9. Monday will be the tenth day. However, delays do happen.

[teddyk15]

I was told by the Geek Squad employee that I would have it this week. Why was I told that then

[Nokia]

Because that's when he expected it to arrive. He cannot guarantee a date.

[teddyk15]

Alright, well your curt responses aren't greatly appreciated but thanks anyways. It would be great if there was some sort of tracking code on the shipping of some sort so I wasn't completely left in the dark or given "expected" times of arrival by Geek Squad employees, but I guess thats completely out of the question.  

On the order status on www.geeksquad.com/status it says my order was closed and shipped Monday January 4th at 12:38 p.m. . I'm not sure where it is shipped from but to my knowledge it doesn't take more then 5 days to ship something from the west coast to the east coast. It is also really inconvenient to me because I am leaving for school Sunday and I was led to believe that I would have my xbox sometime this week (I was thinking Wednesday or Thursday), but I still have no clue when I am getting it.

[Nokia]

Based on my experience, when you turn your 360 in, a replacement is immediately shipped from wherever they come from, albeit with a different service order number. Additionally, I don't think UPS numbers are given to the store, so they can only tell when it was shipped out.

[glamis44]

It seems to me no one at Best Buy knows what is going on. They say one thing and do another.   

[Dorothy-BBY Community Supervisor]

Hello teddyk15 -

I have asked Justin, from our Community Connector team, to reach out to you and try to provide an update on the status of your gaming system.  Thank you for sharing your experience and your continued patience!

[Justin-BBY Community Connector]

Hi terryk15,

Our Geek Squad® Black Tie Protection plan coverages are a great option to consider at time of purchase because, as you’ve experienced with your Xbox360, things do happen which cause a need for repairs.  I understand your concern and I’m glad that you contacted us for an answer.  I would love to assist you.

You cannot receive a replacement in store without going through the repair/Rapid Exchange process.  Namely, your “Gadget and Gizmo” Plan will first attempt at repairing your Xbox360 if it is not working.  If repairs cannot be performed, then we will replace it.  However, under Rapid Exchange, as Nokia stated, your Xbox360 would be sent off and within 7-10 business days, you would receive a refurbished model.  Also, you would not have to pay for a new coverage plan if you received a replacement under Rapid Exchange.  If you would like to review the terms of coverage, you may see a sample here.

I will surely document your concerns so they may be internally addressed within Best Buy®.  I would like to continue our conversation, so I’m sending you a private message.  You can check your private messages by logging into your account and clicking on the envelope in the upper right hand corner.   

Thank you for sharing with us on the forum.  I hope this helps!

Regards,