Manufacturer Warranties and Protection Plans

[aggiebrandon]

I purchased an XBox 360 from best buy on 5/28/2008 and purchased the 2 year protection plan.  Last night my xbox rrod'd on me so I called the best buy where i purchased it today to see what I needed to do.  The sales associate told me that I needed to bring everything to the store and they would swap it out for a new one.  Well I take off work early and go home and get everything together to take back.  I get to the store at 3 pm.  I go to the customer service desk and they tell me that I was told wrong that I would have to do a rapid exchange or something like that.  So I then am pointed to the Geek squad desk.  I stand there for about 35-40 minutes before someone gets to me.  They tell me they don't have my warranty information in the computer so it will take longer than normal.  After they get all that taken care of they then tell me that they will ship the console out and they are not sure when i will receive it back or what.  I finally got out of the store at 4:25 pm.  I was there for an hour and 25 minutes dealing with this. 

My question is:

Will I get a new console or will it be a refurbished console?

How long until I will get my xbox back?

Why did the sales associates not know the information I needed to know?

Any help will be appreciated.

AB

[Nokia]

Any plans purchased prior to 9-14-08 on the 360 provide for in-store replacement. Your console should never have been sent out. However, now that it has, you'll be getting a refurb back.

[Elizabeth-BBY Community Supervisor]

Hi aggiebrandon,

Aaron from our Community Connector team will be reaching out to you shortly regarding your post.  Thanks for your patience!

[Aaron-GS Community Connector]

Hey aggiebrandon,

I’m not quite sure why your local store would have suggested shipping your Xbox 360 out for repairs if it is currently covered by a Product Replacement Plan (PRP), but I certainly apologize if you found this to be the case.  Like Nokia mentioned, PRPs do not normally allow repairs as an option, instead providing an immediate exchange if the product is defective.

As far as our Rapid Exchange program is concerned, refurbished replacement consoles can generally be provided within 3-5 business days.  Without the service order number created by your local store, however, it would be difficult to provide you a status update.

I would like to take this opportunity to gather some additional information from you, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.