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New Member
Posts: 2
Registered: ‎02-17-2019

Customer complaint

[ Edited ]

I purchased an Xbox One X from the store in Henderson NV 611 Marks Street 89014. I purchased the warranty and was told that if anything from the system malfunctioning to dropping or water damage would be covered and I would be able to bring it in to swap it out. Today my Xbox would not display anything and I troubleshoot it according to microsoft and could not get it to work. So knowing that I purchased the warranty I brought it back to the store I purchased it from. I waited patiently while the one customer in front of me which took at least 10 to 15 min. The girl behind the counter apologized for wait which I was okay with, it happens. She looked up my purchase and told normally they would have to send it out for repair but that she was going to see if they could resolve the issue in store, but then told me it had to be sent out which when I purchased the Xbox and the warranty that was not my understanding. I then spoke to the manager of the store John where I explained my situation that when I purchased the item that all I wanted to do was swap out the system but told me there is nothing he could do because the policy is for xbox they have to send it out for repair. I was not happy with answer being that basically I was lied to about the warranty. He said he doesn't know who I talked to but I find that hard to believe considering that when you place a purchase and the sales persons I'd or name is on the receipt and in the system so right is another lie after all my frustration and no other alternative had them send it in for repair. While filling out the form on the computer the other gentleman said 6 months ago with manager approval they could swap it out, but with some agreement with microsoft they can no longer do that which signed the agreement that was not the case and feel I should be grandfathered in and should be able to swap it out for another system. I also asked for johns ID and corporate number in which john gave me the a number which is to customer care and not corporate and also said he didn't need to give me his ID because he is the only manager named John there.

I don't appreciate being lied to and if this isn't resolved like I told John I will not be shopping at bestbuy anymore. I will also be sharing this experiance with family, friends ,social media in hopes that no one experiances the same issue that I had.

Joseph {removed per forum guidelines}

Posts: 7,326
Topics: 161
Kudos: 252
Solutions: 326
Registered: ‎11-30-2015

Re: Customer complaint


Welcome, QuailMan1020,


Purchasing an Xbox One X is an investment, thank you for choosing Best Buy and a Geek Squad Protection Plan to protect your purchase from life’s what-if moments. Best Buy strives to be able to support you throughout the life of your products and we apologize that level of service provided by local Best Buy didn’t exceed your expectations. We’d be happy to see what light we can shed on this for you.


Options available to assist you would be noted in the terms you agreed to at the time of purchase of your plan. You’re more than welcome to review the terms you had agreed to here. At this time, sending your Xbox One X out to service would be the correct option per the terms you agreed to. I understand that you believe the plan wasn’t presented in the correct way at the time of purchase in comparison to the service you had received. We’d be happy to document your concerns here at our Corporate Office. Can you please send us a private message with your full name, phone number, and your email address? A private message can be sent to us by choosing the blue “Private Message” button next to my name at the bottom.



Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-17-2019

Best Buy Employees will tell you anything to sell their warranty!

Employees at Best Buy will tell you anything to get you to buy the warranty!
From what I have gathered even corporate doesn't care as long as they get the sale!

Corporate will get you to go into a private chat just to get you out of the public forum just to shut you up. They will not help you in anyway and continue to tell you there is nothing they can do.