Best Buy & Geek Squad Policies

[srisangri]

Hello All,

After reading some posts here, I am getting confused. Is the PSP plan the same thing as a manufacturer's warranty?

I ask because Geek Squad (GS) recently refused to replace the keyboard on my laptop claiming that it wasn't normal 'wear and tear'. However, they replaced it back in July, 2008 ... about a couple of months after I purchased my laptop from BB. I also found the GS supervisor's attitude very irritating. They basically ripped me off and Dorothy has graciously consented to set this right for me but while I'm waiting for her response, I would really like more info on these PSP plans and what they actually cover  (or do not cover).

Thanks!

[MobileExpert]

The PSP offers protection above and beyond the manu. warranty. This includes protection from dust, heat, humidity, power surge, and normal wear and tear.

[srisangri]

Thank you for explaining, Mobile Expert. If so, shouldn't a PSP plan cover the cost of replacing a keyboard if a few keys are missing, if it is superior to the manufacturer's warranty? My laptop is HP and the manufacturer said that they would replace my keyboard free of cost (I've had the laptop for 10 months) but GS wanted me to pay for it out of pocket, claiming missing keys were not 'normal' wear-and-tear. So what exactly is the advantage of a PSP plan over the manufacturer's warranty?

[MobileExpert]

That's surprising that the manu. will replace it. Most likely BB is classifying this as abuse.

[srisangri]

Abuse?

I have three laptops in my possession. I am a student and a fast typer (have to be as I take notes during lecture). This particular laptop seems particularly fragile. BB previously replaced the keyboard in July, 2008 ... but claims it was a courtesy and when I needed a replacement again (Jan, 2009) claimed that I had the wrong type of warranty. Long story short... the salesman who rang up my warranty allegedly replaced the ADH coverage with PSP claiming it was a 'deal'. Geek Squad accepted my laptop for repair, KNOWING I had PSP, kept it for 3-and-a-1/2 week, then told me (when I went to see why my laptop still wasn't back) that I had the wrong type of warranty. It gets even better. The price they quoted for repairs kept changing by the minute... and when I asked for my laptop back to cover me for the Mid-term with the understanding that I would take it back for Spring break, I was told OK and then promptly charged $35 for 'shipping & handling'. If the GS supervisor would have told me it would be $35 to just bring the laptop back, I would have gladly waited another week and had it fixed. As it was, I had to pay $35 FOR NOTHING. 

Horrible customer service through out and GS took my laptop knowing that they could get money out of me either way.

And yes, HP said I'm covered and will replace it. Abuse is a strong term to use. And swapping warranties without explaining the change to the customer constitutes a SCAM. 

[MobileExpert]

I'm just telling you what it sounds like. And yeah, the ADH should cover the missing keys. I don't know why in the world an employee would urge you to get the lower-priced plan. That's going on my list of loopy things I've heard on this forum. Maybe he was a few lightbulbs short of a lite brite.

[srisangri]

BTW, what is 'normal' 'wear-and-tear'? I understand that ADH (which I originally had) covers keyboard replacements but PSP does not. I wish the salesman had explained this to me instead of making it sound like ADH was the same thing as a PSP and that I was getting a 2-year PSP at the same price as a 1-yr ADH because YAY! This was a deal for Mother's Day!!!!!!

If it sounds too good to be true, it is... and I'm realizing that with the so-called PSP. If 'normal' wear-and-tear is the only thing it fixes, then everything is subjective and service can always be denied because what is 'normal' for me may be 'abuse' for you and vice-versa. 

I'm sure that not ALL BB employees are like this, but this particular store ripped me off from start to finish. NO professionalism, withholding info, changing service price tags (refusing to give me a firm quote and finally getting one from 888-BEST-BUY) etc etc etc. Someone needs to tell these guys that this isn't the boom-boom economy of the late 90s. 

[srisangri]

"I'm just telling you what it sounds like. And yeah, the ADH should cover the missing keys. I don't know why in the world an employee would urge you to get the lower-priced plan. That's going on my list of loopy things I've heard on this forum."

As I mentioned above, he made it sound like a "deal". As I said before, I have three laptops (one exclusively for school work) and NEITHER of the other two have ever needed repairs **touch wood**. The one just seems to be a delicate flower of a laptop!!!

Anyway, I don't mind paying for legitimate repairs... I was suckered into buying something that I didn't need and I'd have dealt with it. It's the fact that the GS supervisor kept dodging me about the price, forcing me to call 888-Best-Buy to get a 'firm quote', then conviniently neglected to tell me that it would cost me $35.00 to get my laptop back EVEN IF IT WAS BRINGING IT BACK DURING SPRING BREAK (which I fully intended to) and then finally added insult to injury by having one of his team members tell us to call 888-Best-Buy because Oops! Supervisor "forgot" to mention the S & H fee... the disrespect and miscommunication... in addition to a swapped warranty is GALLING. 

[MobileExpert]

Normal wear and tear would be things like if the keys stopped working instead of popped off, or if the HD failed after a while.

If you want to quote what someone has said, just reply to them, then hit the Quote button in the top right of the text window.

[Dorothy-BBY Community Supervisor]

Hello srisangri -

We meet again!

Please allow me to answer your inquiry concerning the Performance Service Plan and the coverage it provides.  As MobileExpert pointed out, the Performance Service Plan includes the same benefits as the factory warranty and in addition offers coverage on damage that occurred due to dust, heat, humidity, normal wear and tear, and power surge.  This is the type of coverage you will find available for most any item we sell in our stores.  On laptop computers and digital camera's, we also offer coverage called "ADH" which covers accidental damage that may occur to your item, as well as liquid spills. 

The service plans also offer very specific additional coverage on certain products.  While not a complete list, some of the extras offered are replacement batteries for products such as iPod units, laptops & cellular telephones, and food spoilage allowances on refrigerators.  The service plans also offer a no lemon clause.  This means that if your unit has 3 qualified repairs, through out the lifetime of the product, and a fourth diagnosed failure, we will replace your unit with comparable technology.  

You can read more about the newer Geek Squad Black Tie Protection plans offered on products since September of 2008 here as well as about the older PSP plans.  

I will not claim to understand why the distinction was made between replacing the keyboard the first time and replacing the keyboard the second time, however I will be making sure that it is documented and routed to the correct avenue for internal review and training purposes.  As far as the Geek Squad supervisor being rude and unhelpful, well there really is NO justification for that, and I really hope you will accept my sincere apologies.  

I hope this clears it up a bit, and it has been a pleasure working with you srisangri.  

Thanks!

Dorothy

Community Connector

Best Buy® Corporate 

Message Edited by Dorothy-BBY on 03-18-2009 06:07 PM