Best Buy Complaint - Best Buy Hassles Customers Over Extended Warranties
SOUTHERN CALIFORNIA, CALIFORNIA -- I bought an XBox 360 in January of 2008 and purchased the extended warranty/replacement plan for an extra $40. My Xbox stopped working 02/04/09 so we took it down to our local best buy to get it replaced. (The XBox was purchased in the BestBuy store on Tyler St in Riverside CA and the warranty dispute took place in the BestBuy store in Long Beach on E. Pacific Coast Hwy)
They kept us there over an hour while they called managers, Microsoft and whoever else they felt like calling. They repeatedly told us that their warranty does not cover whatever is wrong with our XBox. Funny thing is that none of us even know what is wrong with it yet. It wasn't the red circle of death, which is a common problem, but some other internal error.
We explained that no one ever told us this was a conditional warranty. We asked what the $40 warranty DID cover and we were told that it would cover anything but that red circle. We never had the red circle, but that's a moot point. It's unethical, and probably illegal, to change the terms of warranty coverage after the consumer purchases it so that Best Buy can arbitrarily decide what problems it will fix. They, again, tried to give it back and refer us to Microsoft for repair/replacement.
After enough complaining, they finally took back the XBox. But it should have never had to go as far as it did. Regardless of the reason for the failure of the XBox, they should take it back. BestBuy, stop selling extended warranties if you refuse to honor them or if you're going to give your customers a hard time about it when we attempt to use one. I can only imagine how many less persistent customers who had purchased warranties who were turned away. It's stealing.
Even though I ended up getting a new XBox, the hassle it took to get it was awful. Try keeping a 3 year old and a 2 year old entertained for more than 10 minutes. I've taken it upon myself to warn everyone I know about BestBuy's unethical extended warranty policies.