Best Buy Product Replacement Plan Glitch


I was going to title this blog entry Best Buy Product Replacement Failure, but that's going too far, at least at this time. I'm hoping I'm not eventually forced to write such an entry title.

Anyway, my XBOX 360 gave up the ghost a while ago. Luckily, I purchased the Best Buy Product Replacement Plan along with my XBOX. The smiling Best Buy employee explained to me that if worst came to worst, having such a plan would be a quick and easy way to get a whole new XBOX should my current one fail.

Well, the 360 failed. I followed the instructions on the plan by filing out a claim online, printing the mailing label sent me, and shipping off the XBOX. I'll admit I erred by not paying some additional cost to add tracking to the shipment, but with the mailing label provided already, that thought didn't occur to me until later. Anyhow, I waited.

And waited some more. I emailed once, no response. Emailed again, a bit more testy, got a response saying that if there was no movement after 15 days, call a number. I waited 15 business days just to be sure, 20 actual days.

That was today. First, Craig tells me the item hasn't been received and I'll have to wait a full 30 days before they can move on my claim. I ask to talk to someone higher in the chain and get Pat. She tells me the same thing--call on the 23rd of November, 30 days since the item was shipped on the 23rd of October.

I think, OK, I can wait another week and change, I've waited this long. Of course, at THAT point, Pat explains it will take another 15 days after the 23rd to get an actual voucher to get a new replacement XBOX. But I had to get off the phone to make a meeting, so I couldn't take the time to articulate my perception of being screwed over.

Anyway, I ask you--is this at all reasonable? I purchased the product replacement plan because it advertised I could replace my defective product during a 2 year window. Nowhere does it indicate in my plan pamphlet that such hoops would have to be jumped through and almost 2 months would have to pass before said product would be replaced... and who's to say I'll even get it then?

I wonder if Jeff Jarvis has had any trouble with Best Buy of late? He experienced Dell Hell--am I sliding into the Best Buy Abyss?


Posted: Tue - November 14, 2006 at 10:40 AM          

©