Best Buy & Geek Squad Policies

[PatrickC]

I recently (2 months ago) purchased Call of Duty 4 for the Xbox 360 with the full 1-year "Geek Squad Black Tie Protection Service". Last night I bumped my Xbox causing the disc to be -very- scratched. I was quite unhappy with the results when I tried to play it, but I remembered I had purchased the "Geek Squad Black Tie Protection Service".

When I arrived at the store this morning, I spoke with a Geek Squad agent after showing him my receipt and Black Tie brochure. He told me I was able to swap it out for a new one, and they would mail it to the Winterblade?, Wintervale? Not sure what it was, to replace. He then told me to wait in the Customer Service line where I would be given my new copy of the game. After waiting in line for nearly 15 minutes due to the Christmas rush, the agent came over to me and told me that I would have to mail it myself, to Winter-something in order to have it replaced. I'm a nice guy so I didn't argue with him at all and just smiled saying "okay".

Now I'd just like to know -why- I payed the money for the warranty, and why I shouldn't have bought it from another store that offers a gameguard. Could an administrator please give me the information on to whom I am to mail this to?

Thanks for a good lifetime of service though, this is in no way putting down your store where I will still continue to shop at as long as you are in business.

-Patrick

[Aaron-BBY Community Connector · Accepted solution]

Hey PatrickC,

I’m sorry if there’s been any confusion over how to file your GSBTP claim, but I’d be glad to help you out! Unlike other GSBTP plans, those that cover video game software require customers to contact us directly at 1-888-539-6883 in order to file a claim. Once you’ve done so, Best Buy® should provide you with a postage-paid mailing sticker to ship the defective disc (or cartridge) back to us. As soon as the defective copy is received, you can typically expect a replacement within a few business days. If the title is no longer available though you’ll instead be issued a voucher for the original purchase price of the game!

Hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.