Best Buy & Geek Squad Policies

[BrightCatalyst]

    Plasma tv; half of it works fine, (right half), two - thirds of the left half display black while the other third of the left half displays white. White only changes when the tv is turned off or the channel is changed. What's up with that?

    Part 2.

    Can't find the warranty papers. You guys keep records, what would need to be brought in to be sufficient proof that I am in fact the man who bought the tv, and deserve to have it repaired/replaced?

[MtnXfreeride]

It should be on record, and can be looked up most of the time using phone number.

Also, keep in mind you purchased a service plan, which means that you have to give BB a chance to service the TV and it will only be replaced if it a very costly fix or falls under a no lemon category met by either the best buy SOP or your state laws.  

If the TV is over 27", you will want to call GeekSquad at 1-800-433-5778 (maybe they can verify your warranty over the phone) and set up an appointment where they can diagnose the problem and order parts.  Keep in mind the first appointment may not result ina  fixed tv if it needs parts.  They cannot order parts without physically verifying the problem, even if you know and can describe exactly what needs to be replaced.

Good luck!

[BrightCatalyst]

Thank you for your answer. The tv isn't actually mine, I'm just researching for him because he believes there is no point in even doing anything without those warranty papers. In order to convince him could I get somebody else to corroborate that? Hopefully one of you official Best Buy Connection guys. To be clear, he does not need the warranty papers to get the repairs done?

[Allan-BBY Community Connector]

Hey BrightCatalyst,

It’s unfortunate that your TV is broken, but luckily for you it sounds like you do have coverage that should repair the TV. If the TV was purchased in the last year a manufacturer’s warranty should cover the repair as long as it is not damaged. It sounds like you are actually referring to a Performance Service Plan (PSP) that was purchased along with the TV to provide coverage beyond the manufacturer’s warranty. MtnXfreeride is correct that the purchaser’s phone number should pull up the purchase and the PSP for the TV. When a PSP is purchased for a product there is a PSP brochure number generated, and that number is what is needed to set up service. The brochure number should be printed on the receipt, and is stored in Best Buy® systems. You could call our consumer relations department at 1-888-Best Buy to have us look up the brochure number, or you could go to a Best Buy® store and have them do a receipt lookup and copy request. If the TV is 25 inches or larger we should service the TV in the home, and once you have the PSP brochure number you can call 1-888-Best Buy® or 1-800-433-5778 to set up an appointment to diagnose the problem with the TV. If the TV is smaller than 25 inches you would need to bring the TV into the store to have them send it out for repair.

If your friend needs any assistance in finding the PSP number or setting up service just have him send me a private message. Thanks for posting!

Allan
Community Connector
Best Buy® Corporate