Best Buy & Geek Squad Policies

[GX360]

I bought a PSP last year, around October with the Black Tie Protection Plan. After I took it to
school a week later, I found out that it was stolen..... 2 weeks later I manage to recover it after collecting enough information over the subject I suspected took it and he eventually returned it
back. After I got home I found out that the serial code located below the PSP screen was
removed, the serial no. behind the battery compartment was exchanged, and the only way I found out it was mine was of a scratch made after it fell on my concrete sidewalk, located to the side of the memory stick duo compartment. Now that I ran some tests on it to see if it worked, I found out
that the analog wasn't working properly and when I moved it to one side it would keep on going to
that particular side as if it was stuck. Now my main question was if I could return it to Best Buy in order to get a replacement or something because this has been bugging me a load after I use a
game or the browser. I still have all the accessories and the box itself.



Please help me! Thank you!!!

[stldude29]

Best Buy might consider that to be "abuse" and may not help.... You may want to contact the store's GM and see if he will make an eception. You may also want to call 1-888-BEST BUY and talk to the service and repair dept.

[GX360]

Well I just got off 2 hours ago with my local Best Buy Geek Squad department where I bought

my PSP. I explained everything to him and he said that it was alright and that I should just bring

it in, he also said that I didnt need that serials for it.... Is everything he said right/true???

[hockeycanuckjc Trusted Contributor]

The serial number for the PSP should be embedded within the operating system firmware and upon turning it on, you can view additional information on the PSP and it matches to the one

one the reciept.

[GX360]

Wow I didnt know that the serial was actually embeded on the system firmware!!! Thanks!

[Elizabeth-BBY Community Supervisor]

Dear GX360, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum. 

[Dorothy-BBY Community Supervisor]

Hello GX360 -

What a fiasco you have had with your Playstation Portable unit!  I can imagine how frustrating having it stolen must have been.  It was good that you finally got the unit back, however unfortunate that he removed the serial numbers.  

Unfortunately, once a serial number is removed or tampered with on any product, the manufacturer warranty as well as any additional coverage, such as GSBTP are voided.  However, there can be exceptions made under extenuating circumstances, but that would be up to the individual store.  As hockeycanuckjc mentioned, there are ways in certain gaming systems to check the serial numbers, which may be just what the Geek Squad® member is planning to do for you.  

My best advice is to take the store up on their offer to help you.  I hope this helps!

Regards,

Dorothy

Community Connector

Best Buy® Corporate