Bestbuy service plans are a JOKE

scroll down to bolded points for a quick rundown if you don't want to read this essay.

Okay so today I had one of the most frustrating eperiences in my life

Back on December 12th I brought my Xbox 360 in to be serviced. It stopped reading discs and I was covered by the PSP (Personal Service Plan) so I figured hey, this shouldnt be too long, my last repair through Microsoft was like 4 days.

Anyhoo I brought the thing in and the girl working the counter told me 4-6 weeks, I figured this was standard Custom Service protocol and that the girl had no idea the real wait, and that I would have my Xbox back within a week or two thanks to Microsoft's speedy servicing of their Xbox's (as I've experienced in the past)

So weeks go by. Weeks and weeks and weeks. I'm at the 5th week (or is it 6th?) and I call into the department for repairs. I get some girl, I don't know what she had for breakfast that morning but she seemed to be passing a bowel movement to me over the phone through her attitude. She told me, "4-6 weeks, we havn't got anything in." and this is before I even explained the situation to her, how long this should take and that well...that it's an xbox even. So I get tired of her game and ask to be transfered to whoever is in charge and can tell me what's going on with my Xbox.

The next guy, let's call him Chris (I think it was Chris) gets me on, and takes down my information. He tells me he's going to review my account and call me back. I don't believe he'll actually call.....but he does. He was very polite in the whole process and told me that unfortunately he has no idea where it is and why it's not back yet BUT after 8 weeks Bestbuy will make a complimentary replacement of the product no questions asked. I asked him how long 8 weeks is, my brother laughed at me in hysterics but I considered this an important question. After 5 minutes of Chris flipping through a calendar he told me the day to go to Bestbuy would be the 6th of February. I asked him again, so I wouldn't show up just for them to send me home or give me some excuse. He ASSURED me the 6th would be the drop dead date for them and for me to be issued a new xbox as part of the PSP.

So the big day comes. I sleep in, get all rested and ready and out I go.

Get to bestbuy, get in line at the Customer Service desk. I wait in line about 15-20 minutes but I am patient, as it'll be worth it in the end since I'll finally be able to go home and see video games in HD. After finally getting to the front, I talk to a man. He is nice but he tells me I now have to go to the Geek Squad counter to get help. Now anger sets in. I go over and wait again. There is no line, but there is a nerdy looking short guy in a blue **** there, ignoring me. I just stand there staring at hime until about 6 minutes later he finally looks at me and takes my papers. He then leaves and I stand around for another 10 minutes. It's not so bad because my brother and I are talking and making jokes about the people who work there....anyway

New guy comes, short fat guy with glasses and he seems so jolly. He tells me I now have to go wait in line at Customer Service to do this for me. Now I'm starting to get really pissed. These people have been jerking me around for over 30 minutes already just to get some help! So I do it though, go and wait in line. When I get there they ask if I have the box....of course I don't. They tell me to process the exchange I need to get tbe box....ugh, thank god I never threw that thing out a year ago. So now we drive home, get the box and cables, come back. I smile and say sure thing, figuring that if I'm nice and compliant with them, then they will just maybe, not jerk me around and give me customer service. I work in retail too and I know if a customer is nice when complaining about something I'll go out of my way for them, but if they are rude then nuts to them.

Get a new girl at the counter after waiting in line again. She nearly lets another person butt in front of us but we made sure that didn't happen. Girl working the counter made a remake about how we "weren't standing in line correctly" :roll: Then everything seems to be going fine, girl makes me sign this paper to cancel the servicing job on the xbox that is already out....we're waitin and.....all hell breaks loose "Oh No! Oh Noooo" in this sassy black voice "Nuh uh" she then tells me it's been 56 days. Not 61 days. She tells me to get the replacement Xbox it has to be 61 days, not 8 weeks. Now I'm giving it to her, telling her how the manager I talked to on the phone weeks ago told me FEBRUARY 6TH and that I would have no issues. It's even in my **** notes. She then comes back and tells me I didn't speak to a manager but just someone working there - so they lied to me. And now I got this fat **** giving me sass about how I need to wait another week. Correct me if I'm wrong but 61 days is 8.7 weeks. This reminds me of that Verizon fiasco about the 0.002 cents and $0.002 and Verizon not living up to their word they quoted. So yeah, this girl wont budge (literally). She is raising her voice to me even though I am not and telling me to come back in a week and they WILL NOT give me my new xbox. Then one says I could just buy a new one now and they will credit me in the 5 days when they can officially put it through the system....sounds good.....then as I'm checking out the girl asks me if I want a PSP....oh **** so I go back to the sassy fat chick and ask her about transfering my PSP over to the new xbox...no dice. She says that since it's a new one my old one is VOID AND NULL and I have to buy a new service plan despite having paid for 2 more years on the damn thing. At this point I just want to get the hell out of there and regroup. I am going back in 5 days to get credited for the new system and I am going to give them hell about transferring my Service Plan.

This is ridiculous though.
First they take way too long to get this back
then they put me on the phone with NOT the manager
and then that guy quoted me 8 weeks and the 6th
then the thing never shows up so I go through all their bureaucratic bull**** all day to get some service only to get attitude, no xbox, and to have them arbitrarily VOID my **** plan in front of me for no real reason.

I am still fuming but next week will be my finest hour.

Anyone else have similar issues with bestbuy?the_mailman

i personally only purchase the product replacement plan.  and if i do try and take it to the store, i make sure i'm talking to the department manager or store manager.  wouldn't blame best buy, but the employees

i personally only purchase the product replacement plan.  and if i do try and take it to the store, i make sure i'm talking to the department manager or store manager.  wouldn't blame best buy, but the employees

cloudiest_wolf

and god this BULL S**THALFjap001

[QUOTE="cloudiest_wolf"]

i personally only purchase the product replacement plan. and if i do try and take it to the store, i make sure i'm talking to the department manager or store manager. wouldn't blame best buy, but the employees

BioShockOwnz

[QUOTE="cloudiest_wolf"]

i personally only purchase the product replacement plan. and if i do try and take it to the store, i make sure i'm talking to the department manager or store manager. wouldn't blame best buy, but the employees

BioShockOwnz

Yeah I think its gotta be employee's not really caring....I've had nothing but good stuff to say about my local bestbuy queensborough store in BC.  I had a game replaced because it was scratched after  accidently dropped by my little brother.  I've over scratched my 1 year prepaid live card and lost the numbers with a nail clipper( It was my first time using the scratch cards...who knew the numbers fall of if you scratch to hard)  Both times the department manager said they will replace it this one time, just don't do it again!! :lol:

I've also had a receiver brought back for repairs...And it was fixed within 2 weeks.

Best Buy does not sell PSPs (Product Service Plans) for videogame consoles.

However they do offer PRPs (Product Replacement Plans) for video game consoles.

So basicly your entire story is a lie.

I would know. I work for Best Buy in Florida.

The PRP covers basicly anything wrong with the console. Its a great warranty and works fairly well from past experience.

haha. the mailman just got served wit butta sauce from the homie from florida... good lookin. lol

:P

After reading your long story. I really doubt you would go through all the trouble of making that up.

LOOK!!!

Best Buy is not allowed to issue a PSP for a videogame console. I didn't even think it was possible. Considering it has to be put in the computer.

My point is it that it makes no sense.

If they seriously sold you a PSP for a console then that Best Buy needs to be under Corporate Review.

You need to seriously call Corporate up and complain about this incident instead of whinning in the forums.

Right now I honestly believe your a liar.

I have never heard of a Best Buy selling a PSP for a videogame console. They can ONLY sell a PRP with videogame consoles.

Best Buy does not have the authority to repair any videogame console. Nor do they have ANY repair company which does so.

Best Buy does not sell PSPs (Product Service Plans) for videogame consoles.

However they do offer PRPs (Product Replacement Plans) for video game consoles.

So basicly your entire story is a lie.

I would know. I work for Best Buy in Florida.

The PRP covers basicly anything wrong with the console. Its a great warranty and works fairly well from past experience.

JohnWinger

Exactly. I work at best buy in illinois. So either you're a liar or you/and or the customer service rep didnt know what you're talking about

They are walking all over you, and you are letting them do it. I'd suggest picking up some social engineering books to study so this won't happen again. There are also plenty of websites out there on the subject you can look into while finding the right book suited to your reading/study style.

I'm hardly a master of the art, in fact on a scale from 1-100 I'd say I'm around a 30 so far... Even with that said, I would have easily walked out of there withing paying a cent. The *masters* would have walked out without paying and with a free $50 gift card as compensation for the trouble without breaking a sweat.
SuperBeast

I was told buy BB that they would replace my Xbox 360 for free under their service plan. The one mentioned here is bull. It doesn't take that long to repair something. If you send it to Microsoft it takes about a week or so to get a replacement. Best Buy's policies are ridiculous sometimes. I usually shop more at Circuit City. They are a little bit better on their prices and customer servcie. Geek squad indeed.fanboy999

Best Buy does not sell PSPs (Product Service Plans) for videogame consoles.

However they do offer PRPs (Product Replacement Plans) for video game consoles.

So basicly your entire story is a lie.

I would know. I work for Best Buy in Florida.

The PRP covers basicly anything wrong with the console. Its a great warranty and works fairly well from past experience.

JohnWinger

Yup... I used to work at one in South Florida. It's a lie.

That being said, some people around there were screwheads, but the company itself is pretty decent. It just depends on the store. The store I frequent is usually pretty good... in regards to the service plans, I'm the sort of person that believes extended warranties are for suckers. But the laptop plan is still a pretty good deal. There's the no lemon policy and it's covered if you drop it when you get the good plan.

i just hate how one rep working for the repairs dept. tells me 8 weeks on the dot, and then they switch it at the counter to 61 days. i mean, why 61 days? seems a little arbitrary, but either stick to days or weeks, dont cause issues like this and one told me "it states 61 days in the contract you signed!" but i read the thing over and it has no mention of anything of the sort. it says it on the website for the plan details but that's it. not on anything i signed. you'd think they would do some customer serving instead of making me run all over town and then telling me im 5 days short - like it makes a **** different, my xbox was obviously lost in transit

Yup... I used to work at one in South Florida. It's a lie.

Generic_Dude

[QUOTE="Generic_Dude"]

Yup... I used to work at one in South Florida. It's a lie.

the_mailman

I belive you now..

http://www.bestbuy.ca/psp/popup_benefits.asp?newlang=EN&SKU=0926INGFS10080318&Action=Add&logon=&langid=EN

That's just odd....

Anyways how did you buy it? Through the store or On-line?

If you took the broken 360 back to the store which you originally bought it, then they should have just exchanged it out for a new one.

You really need to complain to corporate about this incident.

Its a real foul up.

Only bad experience I've had with BB is that one time I bought a graphics card for my PC and when I opened it it had a freaking modem in it.  It wasn't labeled previously opened or anything and when I took it back, they gave me sh1t because they thought I kept the card and put the modem in there myself.  There is nothing worse than being accused of something you didn't do. Headhunter01

The same thing happened to me a long time ago at Best Buy over A CD-ROM drive.

I lost $40 and tax, because they thought I was a thief. Which is BULL.

u shouldve just went through microsoft. at least they keep their wordyogurt8706

I got dupped into a best buy plan with my first HDTV purchase 5 years ago. Got the 3 year service plan that the guy in the store told me included a yearly cleaning, which made it in my mind totally worth the price I paid. First year passes and I call best buy to set up my cleaning...they tell me the contract I got does not have that. When I said the guy in the store said it did she said that they get complaints all the time on that but that there was nothing they could do. I eventually got my father in law involved as he is a lawyer and got my money back on the service plan after a fight with the store....never again will I buy one and I always laugh at them when they offer one. They still tell me I will be sorry if it breaks, but I tell them I would be more sorry if I got one of their sad plans.

Get the MS extended contract. When my xbox broke I sent it in, and got it back in 5 total days, no questions asked.

Im confused as to why you believe that they will credit you the money you spent on the 360 the second time around...if they wont give you your money back because it hasnt been 61 days...which you should have argued into the ground how much time 8 weeks acutally was and spoke to the store manager at this point...because no matter what the customer is always right....and go through all this BS...getting the box...standing in line...standing in line again...and then again...

And some how give them more money?

What? How does any of what happened lead to you giving them money?

And what in gods name makes you think they will give you a credit for the purchase?