Best Buy & Geek Squad Policies

[m_walunga]

Concerning Product:
8960895 3Yr $400-45 269.99
3YR $400-$599.99 ADH NTBK BTP
GSBTP #{removed per forum guidelines}
SKU # 9370441
EXP DATE 09/28/2012

09/28/09
{removed per forum guidelines}

On February 17, 2010; Operations Manager, Barbara {removed per forum guidelines} of location #1044 told me that the product will become void, approximately 2.5 years before its expiration date.

On February 19, 2010; "computer manager" Bret (Who would not tell me his last name), confirmed what {removed per forum guidelines}i had told me.

When I asked Bret explicitly "Will you, or will you not, honor the warranty for a period of three years?" he responded that Best Buy would not.

Both managers offered the explanation that it would not be "cost effective" for them and that it would be "too expensive" for them to honor the product they had sold.

Both managers have said that I was given this explanation, however I was only informed five months hence and not at the time of sale.

Due to the nature of the product and the explanation, it would be impossible to satisfactorily receive the purchased product. If this was the case at the time of sale, the seller would have knowingly and intentionally deceived the buyer.

I would like to know if this will be the final decision of Best Buy concerning this situation.

Thank you for your time,
Marilyn {removed per forum guidelines}

[Nokia]

I don't understand what's going on here.

[cr_client]

Sounds like someone took a law class some time a while back, and they're trying to sound all legalese, but also decided to give out all sorts of personal information contrary to the rules of the forum that they agreed to when they signed up.

From what I can gather, they probably want something fixed under warranty, but it's not cost effective to fix it (the repair is more expensive than the item originally cost), and management is offering to replace it with a similar product, but not the same one, because the model doesn't exist any more, 6 months into their 3-year plan.

On second thought, maybe they took TWO law classes, because they're being purposely vague about things.

[JustusRyan]

Please give the entire story because no one knows what you are asking.

[IheartBBY]

I gather that perhaps the laptop needs to be replaced under the ADH and that fulfills the plan even if it's only 5 months old. Just guessing

[Dorothy-BBY Community Supervisor]

Hello m_walunga -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience. 

[m_walunga]

Thank you, I appreciate it.

[Allan-BBY Community Connector]

Hi m_walunga,

Thanks for giving me the opportunity to provide you with clarification as to the status of your Geek Squad Black Tie Protection (GSBTP) plan, and what that status becomes if your plan replaces the product it covers. I can definitely understand you being upset that your GSBTP plan would be fulfilled given the fact that your service plan has now approved your computer to be replaced, and taking into consideration that you recently purchased this computer with this service plan.

Per the terms and conditions of your GSBTP plan it is considered fulfilled if it ever replaces your computer, and since I do show your computer has been approved to be replaced with a comparable model this plan is now considered fulfilled. Normally any repairs needed due to defects in material or workmanship would be covered by the manufacturer’s warranty, but since your computer was sent out for repairs due to damage caused by dropping it the manufacturer’s warranty wouldn’t cover the repair. You did purchase a GSBTP plan with Accidental Damage from Handling (ADH) coverage, and this is why your repair was covered by your service plan instead of being at cost to you.

If you need any personal assistance from me just send me a private message by clicking on the link in my signature, and if you need to reference the terms and conditions of your GSBTP plan you could download a PDF copy of these terms here.

I hope this helps!