Best Buy & Geek Squad Policies

[segmtf]

Hi,

I'm here at college, finals weekend *of course* and I bought my laptop from
Illinois, which I currently am in Missouri. *Long drive home FYI*

I have a toshiba satellite, I can state the model number upon request. The
power supply only works if the cord is facing a certain direction and tilted
upwards, and my mouse works sporadically if it decides to play nice. As such,
my receipt is at home *Illinois* and there is no way to get it with in a decent
amount of time *Before Monday*, however I have heard a couple of things about warranties
and such I wanted to ask.

If I used my rewards card on this laptop, can the pull the receipt for it?

If said receipt is found/had *I have the slightly large warranty, the prp or
what it is referred to, I do not know.* I have heard that Best Buy sends in the
computer to see if it can be fixed before seeing if they will give me a
replacement. As such, I do not find the use of having a product replacement
plan if not to replace it without waiting the amount of time it normally takes
them to fix it. This is beside the point, is there any way I can get a
replacement computer this weekend with said receipt, without them sending away
my computer and waiting week or so to find out if a replacement can be given?

And finally, let us assume that Jesus does answer my prayer’s, and this goes
so smoothly Best Buy should be given some award for being so diligent with their
records and promises. Will I get a computer of the same value I paid for it,
with warranty transferring over? Alternatively, will they give me compensation
with inflation and ware/tear costs, along with possible fixing costs for it?

[Madasheck]

Good Luck!

I hope things work out for you.

[starhelper2587]

I know how stressed you may be because I start college finals on Monday, too!

Yes, your receipt could be pulled if you used your Reward Zone card or a credit card.  You can also get your PSP brochure # by calling 1-888-BESTBUY or 1-800-GEEKSQUAD.

Yes, your laptop would have to be sent off.  I know you're in a predicament, but that's just policy.  The repair policy can be found in your PSP literature or on BB.com.  You wouldn't be able to get a replacement PC for the weekend.  Once it's sent off, it may be automatically deemed as nonrepairable and be replaced.  Otherwise, 3 qualifying repairs must be made.

If your PC is deemed unrepairable, or if it would be more economically feasible to replace the PC, yes, you will get the same one, or one valued the same.  No, your warranty would not transfer.  Once a PC is deemed as a junk out, the warranty is considered redeemed, and a new one must be purchased.  Again, this can be found in the PSP literature.

[Elizabeth-BBY Community Supervisor]

Hi segmtf,

I've asked John, one of our Community Connectors, to review and respond to your concerns.  You should hear from him shortly.

Thanks for posting!

[Nokia]

FYI, you have a Performance Service Plan (PSP, also called a GSBTP) on your computer, not a PRP. The purpose of the plan is to fix the computer, and only replace it if unfixable or under No Lemon.

[John-BBY Community Connector]

Hello segmtf,

Computer repair situations are always frustrating, even more so when they develop when the product is most needed.  You ask some good questions and I’ll do my best to answer them for you.

First of all, your local store (the one where you are now) should easily be able to locate your purchase history if you’re a Reward Zone member.  If not, and someone back in Illinois has access to your receipt, they can read you the Customer Service Pin from it and your local store can print a new receipt for you.
 
If you have a Performance Service Plan (PSP) or Geek Squad® Black Tie Protection (GSBTP) you’re covered for service.  Product Replacement Plans are not available for computers, but your PSP or GSBTP does have a “No Lemon” clause.  What that means is if your computer has three repairs completed and the diagnosed need for a fourth repair, Best Buy® will offer you a replacement computer of comparable specifications to the original, not to exceed the purchase price.  If outside of the manufacturer’s warranty, this replacement fulfills your protection plan and a new one would have to be purchased for the replacement computer.  Replacements are contingent upon satisfying these requirements.  No additional compensation is offered if a replacement is made.

I’d be happy to monitor the repair to make sure that it is completed in as timely a manner as possible.  Once you have a service order number, please send it to me in a private message and I’ll keep on top of it for you.  To send me a private message, click on my user name and then on “Send this user a private message” under Contact on the next screen.

Thank you for taking the time to write!  I look forward to working with you.

Sincerely,