11-25-2009 12:18 PM
11-25-2009 01:06 PM
11-27-2009 03:57 PM
This is my nightmare. I'm fully expecting to get a refurb that doesn't work after waiting a month + for it to come back. Then I will have to wait another month. I hope Best Buy proves me wrong.
11-29-2009 06:15 PM
Thank you for writing to us about this!
Let me take a moment to say that I certainly appreciate how hard it is to be without your gaming console; I hate even being away from mine on short trips! I am seriously nonplussed that we weren’t able to get your Xbox replaced with a working refurbished unit on the first try. Our goal is to ensure that you’re provided a working replacement, not to create an inconvenience for you. I offer my personal apology as this appears to be the case.
I can say as well that we do urge our store associates to make sure you are provided a copy of the Plan that you sign up for as well as the Terms and Conditions when you purchase the plan. You can see the plan coverage on our website or you can get a copy the next time you are in one of our stores. The Service Order paperwork should have been given to you after you checked it back in. If you have your Service Order number, you can use that at any Best Buy® Location, on the phone or our website to check the status of your repairs.
The change to the Rapid Exchange program coincided with our switch from the Product Replacement Plan that we used to offer to Geek Squad Black Tie Protection. It is comparable to the exchange program that Microsoft themselves run when you send your unit directly to them and they choose to replace with a refurbished unit. Our Geek Squad Agents should fill you in on the details of the program so that you know what to expect. It’s regrettable if your questions about the process weren’t answered fully.
I was able to check on the status of your replacement, you should be getting a call on the 1st, if you would like to get the UPS tracking number, please just send a Private Message to me using the link on my signature bar. I have all the reference numbers that you would need.
|Josh|Community Connector | Best Buy® Corporate|
11-30-2009 01:06 AM
I would like to say that I've had the same type of problems. Best Buy employees fail to give all the documents explaining the warranty. They tell you that if your xbox fails to work to bring it into the store and they will replace it on the spot. Like you said your supposely new policy is the same as Microsoft's. Why would I buy the warranty from you if Microsoft is offering the same thing? The answer is, I wouldn't. This is why your employees mislead the customer. This is something that the attorney general needs to look into, because this is happening at an alarming rate. You charge people for a warranty and make false claims as to what it covers and don't provide anything in writing to outline the policy. Well, not until they bring it in to have it replaced. I don't understand why the terms of the service plan is not printed out on the receipt? I guess if you did you wouldn't sell many. I will be contacting the attorney general as well as filing a small court claim.
11-30-2009 03:47 AM
11-30-2009 09:08 AM
I think that Best Buy must have made an impression upon their employees since the last time I purchased any type of extended warranty. I was at the Fairview store about a week ago to get a Wii for my kids and there were probably no less than 3 individuals who made sure I had a copy of the new PSP plan. They really weren't able to explain it clearly and concise but they were diligent it making sure I had a copy before leaving the store.
11-30-2009 09:18 AM
Thanks for the generic reply. It really doesn't answer all of my questions or address my specific concerns and frustrations.
The plan as it was when I purchased it was never explained to me nor was literature on it provided to me. It was a matter of the clerk (at the customer service counter as I exchanged an arcade which I purchased 4 days prior for a pro) asking me if I would like to purchase the product replacement plan for an additional $40.
If I had known the nature of the plan I would have NEVER agreed to leave my xbox at the store to be returned and replaced with a refurbished model. Mine is less than a year old, had been well taken care of, was slightly used, only needed the optical drive repaired and otherwise worked fine. Now, my hardly used machine is setting who knows where and I will most likely receive another burnt out overused refurb'd piece of junk in its place.