Best Buy & Geek Squad Policies

[fpoese]

On the 19th of December 2005 I bought a Samsung 19” LCD Monitor and a 3 yr Performance Service Plan [ indicated on the sales slip as (PS)]

February 13th 2008 I returned this monitor to Best Buy because it would no longer turn on. I was told to go pick out another and they would swap it out. I also purchased a 4 year (PS) for this new Westinghouse monitor.

February 22nd 2010 the Westinghouse monitor goes out and would no longer turn on. I returned it to the store and this time they tell me it will have to be sent out to be serviced.

I argued with the salesman that I was told, when I got this new one, if something fails on the unit to return it and they would give me a new one they did not say it would have to be sent out. I asked to speak to the manager and again was told it would have to be sent out. I asked her what was the difference between the Samsung and the Westinghouse? She told me some monitors are exchanged and some are sent out, that it is determined by the manufacture. I told her that was not what I was told.

I have a small business and I depend on my equipment and can not go 2 to 3 weeks without a monitor. That is why I bought the (PS) thinking that I would not be down and interrupting my service to my customers.

[cr_client]

As far as I know, the Service Plans have changed a few times over the years, especially now with GeekSquad service plans.  A community connector should be along soon to help look into this to determine what type of Plan you had, and what kind of service you should be able to expect from that plan.

Not knowing what type of plan you have, I can't say for sure how this should have been handled, but I can say for certain that the terms of the plans have changed quite significantly from your original purchase 4 years ago.

[Agent_Will]

If your product is used in a commercial setting and you did not purchase a commercial PSP, your unit would not be covered at all.  It is true that the service options vary based on our ability to procure parts for the unit and various agreements with manufacturers.  As a rule of thumb with a PSP, you should always expect a repair of some sort since thats what the plan is designed for.  If it gets replaced its a bonus.

[fpoese · Accepted solution]

Here is the rest of the story (short version):

Called customer service

3rd person I talked to said its up to the store as to what they do. If they want to exchange they can. He offered to call the store where I returned the unit.

He spoke to the store manager and agreed to exchange it.

Problem solved, I have a new unit with a 4 year BTP (Black Tie Protection Plan)