Manufacturer Warranties and Protection Plans

[erickbizzle]

Hello,

So about two years ago I bought an xbox, along with the PRP.  About a year later it stops reading discs and gives me the constant open tray error.  It would eventually work after about 30 minutes of restarting the xbox over and over.  I decided to just return it because I had the PRP.  I was able to return the xbox succesfully, I just told them what was wrong with it and they told me that they were going to let me exchange it for a new one in store.  So I got a new xbox and i purchased the PRP again because of how 'reliable' xbox's are.

a few months ago my new xbox started freezing on some games.  I figured it was just the game, but then it started doing it more but not to the point where it was very annoying, and for multiple games.  Then a few weeks ago I put a game in and it doesn't read it.  i get the same problem as i did with my old when where it gives me the constant open tray error.  One day I come home from work and my father and I decided to spend some time watching a movie off the xbox.  The movie starts playing, then 30 minutes into the movie it freezes.  I restart the xbox and there we go, it gives me the darn 'open tray' error.  I restart my xbox about 17 times until it starts working again.  Finally i say to myself that I am fed up with these problems and I'll just take it back like i did the last time because of the PRP.

Today I go to two different Best Buys in attempt to get a new xbox.  They checked my receipt and said I can go ahead and pick out a new xbox off the shelf while i wait for them to check my xbox for my problem.  I was there for about an hour while they were still checking the xbox. I come back to the customer service desk knowing that THEY weren't going to find the problem.  Of course, that is what they told me.  I was so frustrated, i didnt want to argue with them.  But now I am really upset.

I bought the PRP because i knew i was going to be able to get a replacement.  I was able to before and now I am not?  They told me they didnt want to return it because if they dont find the problem then microsoft would charge them because it wasn't broken.  The darn xbox is defective.  I know what the problem is and I just want a replacement because I am tired of having these problems.  I did not buy this xbox for it to occasionally break down on me, that is not what i paid for and I am not getting my moneys worth.  Therefore i feel i should be able to get a replacement.

Now really, is that too much to ask? Really?

[Nokia]

You didn't mention when you bought the second 360. If you bought it after 9-13-08, you have the GSBTP plan, which does not allow for in-store replacement. You have to go through Rapid Exchange, which replaces it with a refurb in 7-10 business days.

If you did purchase it before that date, the store must be able to verify the problem. Unfortunately, intermittent problems are not covered unless the store is able to verify them.

[erickbizzle]

I bought it after that day, and when i got the new warranty they told me it was the same PRP that I had before..

[Nokia]

Unfortunately, they were incorrect. You will not be able to exchange it in-store. You will have to go through the Rapid Exchange program.

[erickbizzle]

Yes, how very unfortunate.

[JoshSB]

Nokia, they even told him to get a replacement off the shelf.

Like with any service industry the Geek Squad must replicate the problem before we can do anything about replacing/repairing it.

~ Josh

[erickbizzle]

If anything now, I just want to know if i can get a refund for the warranty that I paid for because the person who sold it to me misinformed me.  If all they can do is send me a fixed used one, than i might as well just send it to microsoft for free.  so I paid 50 bucks for a warranty with no warranty..

[Great_Pagliacci]

Exactly.  Unfortunately The Best Buy policy is essentially a duplication of the Manufacturer's warranty due to Microsoft trying to cut operating costs from returned Xboxes.  I recently went through this same problem and when Best Buy gave me a refurbished unit it was also broken.  At that point the store manager allowed the Geek Squad people to give me an in-store exchange, but he was not obligated to do so and Best Buy could have easily jerked me around in perpetuity.  Unfortunately if you do want the GSBTP plan refunded the refund will be pro-rated.  The lesson is: do not buy Best Buy protection plans, especially on an Xbox 360.

[Nokia]

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JoshSB wrote:

Nokia, they even told him to get a replacement off the shelf.

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They made a mistake. I'm sure they'll end up catching their mistake, as they'll eat that loss if they allow the exchange.

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erickbizzle wrote:

If anything now, I just want to know if i can get a refund for the warranty that I paid for because the person who sold it to me misinformed me.

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As Paglicci mentioned, you can get a prorated refund for the plan just by going to your local BB with the receipt.

[CrimsonRain]

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Great_Pagliacci wrote:

Exactly.  Unfortunately The Best Buy policy is essentially a duplication of the Manufacturer's warranty due to Microsoft trying to cut operating costs from returned Xboxes.  I recently went through this same problem and when Best Buy gave me a refurbished unit it was also broken.  At that point the store manager allowed the Geek Squad people to give me an in-store exchange, but he was not obligated to do so and Best Buy could have easily jerked me around in perpetuity.  Unfortunately if you do want the GSBTP plan refunded the refund will be pro-rated.  The lesson is: do not buy Best Buy protection plans, especially on an Xbox 360.

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So what happens if your XBox 360 dies out after a year? Please keep in mind Microsoft's warranty for the XBox 360 is 1 year for any manufacturing defects, 90 days for accessories, and 3 years ONLY for the three red lights issue.