Manufacturer Warranties and Protection Plans

[itsthehemi1]

I purchaed the xbox 360 elite for my son for Christmas. The young lady behind the counter suggestd I get the replacement warranty that is for 2 years, I took her advice because our other xbox360 had been sent back to the manufacturer 5 times now. Well low and behold the console started freezing here it is only a few months after the purchase. So I told my son what needed to be done was exchange it just like the lady told me all we needed to do was bring up the console we are having problems with and we will walk out with a new one no problem no hassle. Well what do you now they told my son they needed to send it in to the manufacturer and it will be awhile before he gets it back.  I told my son thats not what a replacement policy is. THEY are to replace the product NOT send it back to the manufacturer. I could send it the manufacturer myself.

When he called and told me this I called Best Buy's toll free number. I talked to a nice lady at Geek Squad and told her what warranty I bought. She informed me that the cashier had put in the wrong warranty code and gave me the extended warranty instead of the replacement warranty which is what I paid for. She said it would be a little headache but what I needed to do was talk to the store manager let him know what had happened that the cashier entered in the wrong warranty code, that warranty needed to be canceled and the correct one bought. I told her ok but this was alot to have to do on something that should have been easy.  I called my local Best Buy and spoke with a rude man named Chris, his comment to me was you just want us to give you a "free'' xbox elite don't you, I said no I want you to replace the xbox elite that I purchased the replacement on.

Trust me this console was not free when I purchased it.  He said you will have to talk to the manager the final decision is his, well I asked to speak with the manager in the first place so not sure what status this man has with the company, but customer service is not his strong suit.

I am upset because the warranty I purchased was the replacement NOT the extended, which the extended is covered under the manufacturer. My husband is a strong customer of Best Buy's, but once I inform him of the headache and deceitfulness of the warranty products they sale he will be just as disappointing in Best Buy as I am.

[Elizabeth-BBY Community Supervisor]

Hi itsthehemi1, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Aaron-GS Community Connector]

Hey itsthehemi1,

I certainly understand how frustrating it can be to deal with a defective video game console – my brother has had to seek assistance with his Xbox 360 several times over the past couple of years. I’m not quite sure, however, what you mean by “the wrong warranty.” Best Buy® has only ever offered one of two types of service plans for the Xbox 360: Product Replacement Plans (PRPs) and Geek Squad® Black Tie Protection (GSBTP). PRPs have not been offered since 09/13/2008, so if you purchased your son’s Xbox 360 after that date the only available option would have been GSBTP coverage.

Unlike PRPs, GSBTP provides repairs first and foremost. For Xbox 360 consoles those repairs are typically provided through our Rapid Exchange program. I truly do apologize though if this was not clearly communicated at the time of purchase.

I’d like to look a little further into this situation for you, so please keep an eye on your private messages (the letter icon at the top right of the page) for further communication!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

[itsthehemi1]

I purchased the replacement warranty thats what the cashier sold me, what I found out was she did not give me the replacement warranty but a extended warranty of the manufacturer. HUGE difference.