Best Buy & Geek Squad Policies

[freeman]

Hi,

Are there any instances in BB/GS policy in which a laptop must be exchanged in store? I went to Best Buy the other day and saw a lady getting hers exchanged after having it for 2 years and calling a charging port problem a 'factory defect', and they exchanged it within minutes. She was under the PSP. 

Are there any other situations in which this exchange is enforced by policy? 

Thanks,

freeman

[Nokia]

If the No Lemon policy kicks in, or the issue is not economical or can't be fixed, it will be exchanged.

[freeman]

Well, what I mean is--this woman hasn't had any repairs done, so the No Lemon policy shouldn't have applied. But I'm curious of how this happened. What do you mean the repair could not have been economical? As in they are more expensive than the laptop itself?

[Nokia]

In all these instances, the store would not still have the laptop.

Since this was another customer's transaction, there's no way to know what the circumstances were due to customer privacy.

Do you have an issue you need resolved? If so, please post it here and the Community Connectors will address it.

[starhelper2587]

Nokia - hasn't there been a few, rare circumstances in the past where BB has taken returns on items for factory defects PER THE MFG?  Like the MFG is reimbursing BB for the items and allowing the exchange, basically?

[Nokia]

Laptops would never be included in that, unless there was a recall, and that would usually be handled through the mfg.

[JM]

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Nokia wrote:

Laptops would never be included in that, unless there was a recall, and that would usually be handled through the mfg.

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Not entirely accurate. There has been one instance where I have come across a unit that was marked as non-repairable under STAR. This was nearly two years ago, however, and I have never seen it again. 

[Agent_Will]

There are certain brands and certain models which Best Buy is not authorized to repair, if the client has a service plan we would be required to replace it.  The vast majority of these are going to be within the first year under FW, however there are certain models especially business series laptops where part service is not provided.