Best Buy & Geek Squad Policies

[Shanethe13]

About a year and a half ago I purchased an Asus G50VT from Best Buy, along with their Black Tie Full Protection warranty.  Over the past 6 months or so, the laptop has been getting extremely hot, reaching temperatures of 109 degrees celsius when playing even the least graphically intensive of games.  All of my drivers are updated, the laptop is in a well-ventilated room, and the problem occurs on both Windows, and Linux.  I suspect the issue may be a simple cleaning, however I'm not sure whether opening the laptop up to clean it will void my warranty.  If anyone could clear this up for me, I would greatly appreciate it.

[Melissa-BBY Senior Social Media Specialist]

Hi Shanethe13,

Aaron, from our Community Connector team, should be by soon to answer your questions. Thank you for your patience!

[Aaron-BBY Community Connector]

Hello Shanethe13,

While most laptops are designed to be easily maintained and cleaned, it’s generally recommend that owners do not attempt to open them – many models bear internal factory seals that void any existing warranty coverage if they are damaged or removed.  If you’re concerned that your laptop may be overheating though, I would encourage you to bring it to the repair counter at your local Best Buy® store.  Once there, simply describe the problem the one of our in-store technicians and we’d be glad to perform a preventative maintenance checkup on the unit under your service plan coverage.

Let me know if you have any additional questions!

[Shanethe13]

Thanks for the quick response, Aaron.  Normally I'd have brought it into Best Buy immediately, however the issue is that it is an Amercan bought Laptop, and I live in Canada.  From what I've been told, I am able to ship the laptop to a Best Buy in the states for repairs, but the warranty isn't valid in Canadian stores.  If this isn't the case though, I'll be sure to bring it into the nearest Best Buy as soon as possible.

[Aaron-BBY Community Connector]

Shanethe13,

My apologies!  I didn't realize that you were an international customer when I first responded, so this information slightly changes things.  Like you were previously informed, service plans purchased within the United States are not valid at our Canadian stores.  To my knowledge, the reverse is true as well.  You do, however, have at least two options available:

• You may bring your laptop to any of our U.S. stores and we'd be glad to examine the unit under your service plan coverage, just like I explained in my initial post.

• You may have the unit examined at one of our Canadian stores or any other factory-authorized service provider, and then seek reimbursement for any necessary qualifying repairs under your service plan coverage.

If you’d like additional information, please let me know.  You can send me a private message by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.