Best Buy & Geek Squad Policies

[Korean_Admiral]

I purchased a Asus gaming laptop in the summer of 2009 and today is the fourth time I have had to pick my laptop up from geeksquad repairs.  All four repairs have been for the LCD monitor malfunctioning.  The first time they replaced the motherboard, the second replacement were the monitor cables, third was my hard drive, and fourth was my graphics card.  It has been stressful due to the constant breakdown of my monitor and the parts that need replacing, but I was told that I did not reach the junk out qualifications.  I tried to ask why and the technician at the store just prompted me to call the 800 number, and after 30 minutes of waiting the 800 number personnel redirected me to the store technician.  I do not want to go through this back and forth process so I decided to post on this forum which people have been receiving help.  Before my fourth repair, I was told that if the problem persisted on the same defective hardware that it would be replaced by not only the in store geek squad personnel, but an over the phone squad member as well.  To top this off, the over the phone service keeps telling me that there are only two repairs on file, but I clearly have these four repairs on the database in store.   This whole junk out process is stressing me out and I want to know if there is anyone who could give me insight on this procedure at all?

Much thanks,

Bryan

[deusexmachina Valued Contributor]

The no-lemon policy states -

After three (3) qualified service repairs have been
completed on an individual product and that
individual product requires a fourth (4th) qualified
repair, as determined by us, we will replace it with a
product of like kind and quality that is of comparable
performance or reimburse you for replacement of the
product with a voucher or gift card, at our discretion,
equal to the current market value of the product, as
determined by us, not to exceed the original purchase
price of your product, including taxes.

Preventative maintenance checks, consumer requested
alignments, bulb replacements, cleanings,
product diagnosis, customer education, troubleshooting/
telephone diagnosis, accessory repairs/replacements,
ice makers, computer keyboards & speakers,
headphones or ear buds, laptop & all rechargeable
batteries, mouse repairs/replacements, computer
software related problems, no fault found diagnosis
and repairs done outside the U.S.A. are not considered
repairs for the purposes of the No Lemon Policy.

Keep in mind that "redo" service orders do not count towards the no-lemon policy.  Redo service orders are service orders that have been checked in within 30 days of each other for the same issue. Also, any work done in store (like the hard drive replacement probably was) would not count towards the no-lemon policy.

The terms and conditions of your service plan can be found here - http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/black_tie/1941-0230921-terms...

[Mbrguy Emerging Expert]

What were the dates of these service repairs?

[Korean_Admiral]

The dates are:

7/06/2010

4/01/2011

4/14/2012

4/22/2012

[deusexmachina Valued Contributor]

Well, if I'm reading this correctly...and keep in mind that this can be totally wrong as I don't have all of the information...

7/6/2010 - Motherboard (Qualifying repair)
4/1/2011 - LCD Cable (Qualifying repair ONLY if they replaced the cable, not reconnected it)
4/14/2012 - Hard Drive (Qualifying repair ONLY if it was sent out for repairs and was not replaced in store. Store repairs generally take a few days vs. a few weeks)
4/22/2012 - Video Card (Qualifying repair)

So it really depends on a few points to determine if all of those are actually qualifying repairs or not...a community connector will look into this for you in 3-5 business days and sort out what happened.

[Korean_Admiral]

Thank you for this information, I really appreciate it!

[Ryan-BBY Senior Social Media Specialist]

Hello Korean_Admiral -

Doug from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Douglas-BBY Community Connector]

Hello Bryan,

I apologize for all of the confusion.  It sounds like you’ve been through quite a few repairs over the last few years and from what deusex was able to dig up, they sound like hardware repairs. With that said, I see that you purchased a renewal to the service plan on this computer and renewal plans no longer carry the No Lemon clause of our standard protection plan.

If you could send me a private message with all of the service order numbers you have on hand, I would be glad to take another look over everything for you. You can send me a private message by logging into the forums and selecting the icon to the right of my signature below.

Cheers,