Manufacturer Warranties and Protection Plans

[JerodR]

I recently purchased another Xbox 360 because my previous one which was just over the 3yr mark red ringed.  After doing some research Microsoft has stated that the latest batch of Xbox's have a new Jasper Chip with internal memory, as well as run on less power as to not overheat the unit.  This is supposed to be dropping the number of "red ring" errors that occur.  So far it has been working as their numbers have shown, however there are always the exceptions...

Enter the exception.  I purchased my Xbox 360 less than 60 days ago.  I made sure to get the most recent unit with the new Jasper Chip in it.  Unfrotunately it just Red Ringed.  I thought that I would be ok since I purchased the Best Buy protection plan.  However, I did NOT know that the policy was to send my Xbox away and send me back someone else's refurbished unit.  I want MY product fixed, or replaced.  I don't need someone else's problem, nor do I know how it has been treated.  I only owned my Xbox for 2 months, why should I have to get someone else's that could potentially be 2-3 yrs. old.

The other BIG issue I have with this is that Microsoft itself said that there is a BIG difference between the current Jasper Chip models and previous Xbox 360 models.  The technology is different as well as the reliability.  By Best Buy sending these off like this I will be getting an inferior product to that of what I purchased.    If I purchase a computer with the i7 processor and it fails do I get someone else's refurbished Pentium III computer?  Stupid question I know!  However, the same circumstances of the latest Xbox 360 vs. previous.

I just want my Xbox to work and the "Protection Plan" that I paid for to work.  Giving me previous tech. that even the manufacturer has shown is not as reliable or efficient is not upholding that warranty.  In the last 2 years I have spent in excess of 15 thousand dollars with Best Buy...I just want something as simple as this handled.

[Nokia]

Unfortunately, there is no way around the Rapid Exchange process.

[JoshSB]

What you could do is get a prorated amount back and ship the 360 off to Microsoft, but again no guarantee they would send you your EXACT same one back.

[JoshSB]

*Extra Info*

Anything else (such as exchanging the product outside the 30 day return policy) would be the sole choice of the individual store.

[Josh-BBY Retired: Community Connector]

JerodR,

Thank you for posting on our forum. We appreciate when customers take time out of their day to connect with us online about the things that really matter to them. I can understand why it would be upsetting to think about getting a refurbished Xbox 360 after you purchased it so recently.

Once outside of our Return and Exchange period an outright exchange is not something that isn’t provided for. Under the coverage of your manufacturer’s warranty or the Geek Squad® Black Tie Protection plan there are service options instead. We would be happy to support you with your Xbox 360 repairs under the terms of your plan with us or you can certainly get help through the manufacturer as well.

At Best Buy® we can assist by providing service in the form of a Rapid Exchange for a refurbished Xbox 360. These refurbished units have been brought back up to factory specifications by a certified technician at our service center. If there are concerns about the older versions of the Xbox 360 console breaking down I can assure you that our coverage does continue for the life of your plan. That way should you encounter troubles down the road we will be there to ensure that you are able to keep playing.

I did see that you got a replacement Xbox 360 recently in our store. I am glad that they were able to make an exception and get this taken care of for you. I can say that moving forward we would have to abide by the terms of the manufacturer’s warranty and our protection plan. I hope that you enjoy the new console. Please let us know if you need any further assistance and thank you for sharing your voice on the forum!