Manufacturer Warranties and Protection Plans

[AngeloM3]

Hello all,

I purchased a Xbox 360 less than a year ago with a 2yr Service Plan.  Today I got the dreaded Red Ring of Death.  I plan on bringing it in tomorrow to get a new one but I have a couple questions:

1- Can I keep my current Hard Drive so I don't loose any saved games?

2- Can I purchase a new 2yr warranty for the new Xbox 360 I receive? (Even if the 2yr warranty carries over, I'd still like another 2yrs for that one)

3- I've read mixed stories, is it really as easy as picking a new one off the shelf?  Or will there be a hassle of phone#'s to call? 

FYI... I have original receipt and 2yr Warranty brochure.

Thanks in advance!

-AngeloM 

[CrystalWoW Community Veteran]

Yes you can keep your hard drive but they will remove the new one from the box.

Yes you can purchase a new warranty.

They will have to call a phone number but it should be quick and painless about the time it takes you to walk to the shelf to pick it up.

[SpankyOleary]

I also purchased a 2yr Service Plan with my 360 but when I took it in they gave me a phone number to call. I called it and they had me ship my Xbox in. (Not to Microsoft to Best Buy) In two days from today it will have been 2 weeks and I have not received any word from them. Does it normally take this long?

[Elizabeth-BBY Community Supervisor]

Hi AngeloM3,

You should be hearing from Aaron, one of our Community Connectors, shortly.  Thanks for your patience!

[Elizabeth-BBY Community Supervisor]

Hi SpankyOleary,

I've also asked Aaron to check into the status of your shipment/replacement.  You should be hearing from him shortly.

Thanks,

[Aaron-BBY Community Connector]

Hey AngeloM3,

Excellent questions!  CrystalEmployee pretty much already hit all of the major points, but there are a few clarifications I’d like to make:

1) In many cases you may not be able to keep the hard drive that came with the original console.  Some stores will allow you swap out your hard drive with the one from the replacement – just like CrystalEmployee mentioned – but be forewarned that your local store may not be able to do this!  To be safe, it’s strongly recommended that you back up your saved game files or seek data backup services before exchanging your Xbox 360.  Remember though that programs/games that you’ve downloaded through the Xbox Live Marketplace cannot be backed up, so you’ll want to transfer the associated content licenses through this page on Xbox.com.

2) You can always purchase additional coverage whenever you obtain a new product.  Just make sure to request that the old Product Replacement Plan (PRP) be cancelled if it would otherwise be transferred to the new console.  After all, what’s the point in having two different plans on the same product?

3) Although it’s preferred that you file a claim by calling our toll-free PRP hotline (1-888-539-6883), you can always file a claim at your local Best Buy® store or online at https://blacktie.geeksquad.com/.  Simply stop by the customer service desk at your local store and let an associate know the problem.  They’ll need to run a few tests to verify that the Xbox 360 is defective, but all in all it’s a fairly quick process.

If have any other questions or concerns, however, please do not hesitate to let me know.  Simply send me a private message and I’d be glad to help you out!

Thanks for your patience,

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

[Aaron-BBY Community Connector]

Hey SpankyOleary,

It typically only takes us 5-7 business days to receive defective products when you file a PRP claim by mail, so I would imagine that a gift card should be on its way to you by now. To give you a better idea of where we are in the claim process, however, I would need to gather some additional information from you. Please keep an eye on your private messages (the letter icon at the top right of the page) for further communication!

Thanks for patience,

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

[thetreichels]

Here's my RROD Best Buy Story

http://www.thetreichels.com/blog/02-2009/rrod-and-me

I was pleasantly surprised.

[skenney]

Crystal

]Just a quick question.If you do not represent Best Buy in any way shape or form then your asumption that they will let you keep old hard drive or let you buy a new warranty or that the process is as simple as picking a new one off the shelf are worthless !

Sounds just like the promises that were made when I bought my protection plan for my x-box 360 what a joke.

If you dont represent B-B then dont make empty claims about what they can do

[MobileExpert]

I understand you're frustrated, but there's no need to be rude, skenney. Crystal actually does work for BB. She just has that line there so customers on these forums won't take a statement from her to be coming from corp. Most of us are off the clock, and so we do not represent BB when we post. We wouldn't want a customer who has posted here going into a store and saying "so-and-so on the BB forums said you have to do this".