I know all in-store warranties are mostly a ripoff, but I do like the replacement plans from places like Bestbuy, CompUSA, and Circuit City. They will replace your defective product with a new one or issue store credit toward something else. I even worked as a computer tech for CompUSA for 4+ years so I know how these things work and never had a problem. Until yesterday, when I tried to return my "red-ringing" Xbox 360 to MicroCenter and redeem the 2-year replacement warranty I purchased through them less than a year ago. Apparently, MicroCenter has their own policy of not replacing products still inside the manufacturer warranty and tell you to deal with the manufacturer to get it fixed/replaced. I even researched the other stores (BB, CC, & CUSA), all 3 will replace you product from day one of purchase (no mention of having to wait for a manufacturer warranty to expire).
Rather than rewrite my complaint, here is the E-mail I wrote to their corporate offices. I doubt anything will be done about it but I felt the need to vent my frustration.
Quote:
I purchased a Xbox 360 Premium console from MicroCenter in Houston, TX on 11/28/2006. I was told at the time of purchase that Microsoft only had a 90 day warranty, so I was sold on the idea of a 2 year replacement guarantee through MicroCenter. I have used such warranties in the past at other retail outlets like CompUSA & BestBuy so I know they are great for the convenience of not having to deal with manufacturers and wait for repairs or replacements to be sent to you. This was the sole reason I purchased the replacement warranty.
A couple of days ago, my Xbox 360 suddenly died so I took it back to the same store. I was informed that I would have to deal with Microsoft to get the product fixed. I spoke with the operations manager and the general manager (Guy) about this and both told me that I would have to wait for the manufacturer warranty to end before they could take care of me at the store. I was furious that I wasted my time and basically been misled by MicroCenter (that they would take care of me at the store if my product failed). I called the warranty company, Service Net, and spoke with Rebecca about this issue. She told me since it is a manufacturer defect that they couldn't help me and told me to call Microsoft.
I called Microsoft and was on hold for over 30 minutes. Not your fault, but just illustrating the frustration I had to go through when I thought I purchased something that would be very convenient and hassle free for the consumer (me). Now I have to wait for a box to be sent to me, so I can send the defective console in and it will be up to 4 weeks for a replacement to be sent back. I could have done this without paying extra for MicroCenter's replacement guarantee.
I have worked in retail for over 15 years and can't blieve you would treat a customer like this. I paid for a convenient replacement guarantee, not a "we can't help you until after you deal with the manufacturer warranty and wait a month or more." I hope this policy gets changed, because it just caused you to lose a customer.
