Manufacturer Warranties and Protection Plans

[Agilbert10]

In March of 2007, I purchased an Xbox 360 Pro from Best Buy, and bought a Product Replacement Plan (PRP) along with it.  One year later, in March of 2008, the Xbox red ringed on me and I took it back to Best Buy and had it immediately replaced.  At the time of this replacement, I purchased another PRP on the new Xbox.

Yesterday, my Xbox 360 failed again.  I take it in to Best Buy, expecting to just exchange it out as was previously done.  However the store representative informed me that this policy has changed, and in store exchanges are no longer done for the Xbox.  He said that my Xbox would have to be shipped off and a refurbished model would be mailed back to me.

If this is the case, why did I buy the PRP to begin with?  Why could I not just exchange it like I did previously, and like the plan I bought said I could do?  I'm basically paying Best Buy to act as a middle man between Microsoft and myself.  I would like to know when this policy changed, and why my previous plan wasn't "grandfathered" to reflect what I actually purchased.  The store representatives weren't very helpful in discussing this issue, and I'm not too happy with the service regarding my problem.  I'm also not sure if the quality of a refurb model can be trusted, since a new Xbox doesn't seem to last too long to begin with.

Any assistance with this matter would be greatly appreciated.

[Nokia]

Other customers have come here with this issue. You actually purchased a Gadgets & Gizmos plan, not a PRP. The G&G plan replaced the PRP, and has different terms. For an explanation of those terms, see this thread.

[Agilbert10]

 I read that thread previous to my posting.  I did not purchase a Gadgets and Gizmos plan.  I am fully aware of the differences.  I have paperwork stating that I have a PRP. According to a post made by a community connector on another thread, the Gadgets and Gizmos was first offered on 9/14/2008.  My plan was purchased in March of 2008.

I also called the number provided by the Best Buy website's PRP benefits page this evening, and gave them the numbers of my PRP.  They basically told me that the policy change was probably that of my local store's, and that if I had redeemed the plan over the phone or online that I would have been mailed a gift card worth the value of the console.

[Nokia]

Then that store was wrong. I've also seen this issue here in the forums. The only advice I could give would be to go to the store and tell them the terms of your plan, and just have them process the exchange. The system will let them do it, whereas it wouldn't if it was G&G.

Other than that, a community connector should be along shortly to make sure the store is following the correct policy.

[Elizabeth-BBY Community Supervisor]

Hi Agilbert10,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and see how he can be of assistance.  You should hear from him within the next few business days at the most.

Thanks for posting,

[Agilbert10 · Accepted solution]

Thanks, however, I went back to the store and after they called the corporate office to check out the number on my receipts, my PRP was honored.  They had mistaken it for a Gadgets and Gizmos plan the first time through.

Thanks again for the replies.  These forums have some helpful information on them.

[Aaron-BBY Community Connector]

Hey Agilbert10,

I’m not quite sure why the associate that initially helped you would have mistaken your PRP for GSBTP coverage, but I certainly apologize if this was the case. I’m glad to hear though that your local store was able to assist you in exchanging the console.

If you have any other questions in the meantime please do not hesitate to let me know. You can send me a private message by clicking on either the “Private Message” icon in my signature below or the letter icon in the upper right-hand corner of the page.

[jryankos]

I saw this post tonight after doing a brief google search because I had the EXCACT SAME issue happen to me.

I had an Xbox which died and was replaced by Best Buy (along with a new product replacement plan) according to the product replacement plan in 2008.  The new Xbox they replaced it with just recently began getting the red ring.  When I took the Xbox back to the store, they told me the same thing - they would not replace it but would mail it back to Microsoft who would then send me a refurbished model. 

The Geek Squad member saw the red ring but tinkered with it and made it go away.  He gave me the option to send it back but both he and a manager thought it would be better for me to wait out more of the service plan before chancing it with a refurbished model.  I agreed because I don't want a refurbished unit.

I got the ring again when I went home but then tinkered with it and made it go away.  The unit is clearly beginning to have issues.

Should I go back to the store and tell them they were wrong on their policy?  I even showed them my receipt for the PRP.

Thank you in advance for you help.

[533y4]

I would.  I fix 360s as a side job, and once they start dying, you'll have nothing but problems...