In April I bought an Xbox 360 from my local Best Buy and a replacement plan for it. Before buying it, the employee explained the benefits to me, she said if my product stops working during the two years of the plan I can bring in my Xbox and exchange it for a new one. I have bought their PRP services in the past and never had a problem with it, so I didn't think twice about buying it. I started having issues with my Xbox so I brought it in to my local Best Buy store to exchange it for a new one, it hasn't been the full two years of the plan so didn't think there would be an issue. When I approached the service desk I was told to bring it the the "Geek Squad" bench and they would help me out. I explained to the worker about my problem and said that I have a replacement plan and would like a new Xbox. The proceeded to tell me that the model I had was discontinued but could order it for me and it would take two weeks for me to receive it. While asking more questions about the policy I found out the it wouldn't be a new console but a refurbished one. One of the selling points about their replacement plan is if the product you purchased is discontinued, they will give you the newest version of it. After my refusal of accepting a used one, the employee called the manager, when the manager came over I explained to him my issue and my frustration of the situation. The manager explained to me that the policy had changed about a year ago and that he wont do anything for me, he also mentioned that the plan I did buy wasn't a replacement plan but a service plan. After my surprise I said the the sales person told me it was a replacement plan and that they blatantly lied to me to purchase it. I also said that since I bought my plan before the policy change and was never notified that it changed during the 2 years of owning it, I should still be protected under the old policy. After 20 minutes of arguing with the manager I asked them to refund the $80 that I paid for the plan, he said that he would refund me the money but for a prorated rate.
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