04-22-2010 09:04 AM
Well, I'm not sure what they are telling you but this is what I know from my experience. Rapid Exchange was not affiliated with Microsoft, as it allowed for you to simply bring in your broken system and replace it with a new system off the store shelves. According to the Geek Squad manager I dealt with Best Buy was having so many Xboxes returned that it became a money losing program and they changed it to the Geek Squad Black Tie Warranty.
Under this program when you take your Xbox in to Best Buy for a warranty claim they take it through rigorous tests that amount to plugging it in to see if it red rings. Then it gets sent off to a Microsoft Repair center. They tell you that they are going to email/call Microsoft to have a new Xbox sent back but you end up receiving a refurbished console, but Microsoft wont send in that console until they receive your broken one. Since Best Buy has no control over the Repair Center they can not give you an accurate date for when your knew console will come in. I usually got the "check back in in a week" line. After going through this about 5 times I was told that so many people were complaining about the Geek Squad program that they were switching back to the Rapid Exchange program.
Hopefully you have your issue resolved in a timely manner.
I'm not sure where you got your info, but it's way outta whack. Whoever you were talking to was really misinformed.
The 360 was covered by the PRP until 9-13-08. The PRP allows you to get an in-store exchange for a new 360 off the shelf. After that, 360s now had the GSBTP plan offered, which uses the Rapid Exchange process, which gets you a refurb in 7-10 business days. Rapid Exchange did not exist for the 360 prior to 9-13-08. We will never know the exact reason why the PRP was shelved, but I've heard that it was because MS would no longer support it, due to the massive cost.
RE has nothing to do with MS. The process is as follows:
- You bring your 360 in.
- A service order is created once it's determined that the unit is defective.
- The system creates a second service order simultaneously, and the service center begins staging a refurb to be shipped to you.
- The store sends your unit in. However, the refurb is shipped whether or not the store sends your unit in. They could dropkick it out the door, and you'd still get your refurb. The store would be charged for it, though.
- The store can give you an ETA for the arrival, but it's never set in stone.
The main reason there have been so many complaints is because some customers are not being correctly informed by the employees. From what I have seen here, the main complaint is that the customer was told that they could just return to the store and get a new unit.
Ok, look man. I am not trying to get into some kind of pissin match about what you think happens or what you have read in some brochure about the Xbox warranty situation. I am giving another customer the details of what i went through. It is pretty disappointing having an issue come up and coming to these boards and having people make you feel like an idiot for expecting Best Buy to honor what you are told by employees and managers. And its obviously bigger than just a couple misinformed employees as everyone has basically the same story. Apart from these issues, I have nothing against best buy and still shop there often, I do not however purchase anymore warranties or Geek Squad related "upgrades and optimizations".
04-22-2010 11:18 AM
I'm not trying to make you feel like anything. I wouldn't expect you to doubt what you're told by the manager. I'm just telling you that the manager was wrong. It's not your fault. I'm not calling you dumb, I'm calling the manager misinformed.