Manufacturer Warranties and Protection Plans

[weights]

I've been thinking about getting a PSP; haven't decided whether the Go or 3000 yet. In any event, I was wondering how problems with this device covered under the plan are handeled by Best Buy; is it replaced or sent out to be fixed? Also, what is the case for the PS3?

[Nokia]

All three will be repaired. The GSBTP for the handhelds does include ADH.

[weights]

Thanks Nokia; no insult meant to you, but I'm hoping a community connector or specialist will verify that what you've stated is correct. I've been into 2 different Best Buys recently; one told me Play Staton Portables are replaced (only accidential incidents constitute the item being sent out, assuming you bought that coverage) and PS3 is dependent upon the problem with the system whether it is fixed or replaced, and the other told me that both are replaced except for the Xbox 360. The point is, I keep getting told different answers, and I just want someone directly from Best Buy who knows for sure what the case is. Either way, Best Buy needs to better inform all their employees about this material because customers are left scratching their heads wondering if these plans are really worth the extra money in their purchase. I deserve to accurately know this information before my purchase, and the brochere does not mention anything about rapid exchange for 360s or ipods and so forth. So Best Buy, if your listening, please do a better job informing all your employees about the protection plan resolution procedures on the products you sell for which they are available.

[Nokia]

I understand and agree. No offense taken.

The way I got my answers was by going on BB.com, adding the item to my cart, and seeing what kind of plan was offered with it. Unless the plan has the word "replacement" in it, it is a service plan. 360s and some other products that go through Rapid Exchange are a special case. However, using the definition BB uses, "replacement" means replaced in-store with a brand new item. While 360s and some other products are replaced, they do have to be sent out, and they are replaced with a refurb, not a new item.

It's not entirely the employee's fault, as the names are confusing. I liked it better when there was the PRP and PSP. You knew what you were getting.

[Kyle-BBY Community Connector]

Hello weights,

Thanks for the interest in Geek Squad Black Tie Protection (GSBTP) coverage on PSPs and PS3s!  I’m a gamer myself and would be quite bummed if one of my systems went down so I understand why you would want to be clear on exactly what additional coverage we can offer.  I’ll gladly explain that for you:

Both the PSP and the PS3 would fall under our GSBTP Replacement Plan Coverage with the PSP having added Accidental Damage from Handling (ADH) coverage as previously mentioned by Nokia.  Basically, we always pursue the option of repair first and foremost, but you can be assured that, if repair is not an option or we are unable to repair it, the Plan will ultimately cover a replacement.  You can view a sample of our GSBTP terms & conditions here for more the exact verbiage if you would like.  The document outlines the coverage only.  How Best Buy® executes that coverage can be subject to change, but you’ll never receive less than what is promised in your brochure.

As far as added assurance, the ADH coverage offered on the PSP is quite comforting for many customers since that the product is prone to accidents given the fact that it is a portable device.  For all products, in addition to the  manufacturer warranty, we cover the product if it fails to operate due to a defect in materials or workmanship, normal wear and tear, dust, internal overheating, internal humidity/condensation, or a power surge/fluctuation.

I hope this information helps and we do appreciate you sharing that the information you were receiving was conflicting; we can use that feedback to ensure consistent responses throughout all of our stores.

Regards,

Hello weights,

Thanks for the interest in Geek Squad Black Tie Protection (GSBTP) coverage on PSPs and PS3s!  I’m a gamer myself and would be quite bummed if one of my systems went down so I understand why you would want to be clear on exactly what additional coverage we can offer.  I’ll gladly explain that for you:

Both the PSP and the PS3 would fall under our GSBTP Replacement Plan Coverage with the PSP having added Accidental Damage from Handling (ADH) coverage as previously mentioned by Nokia.  Basically, we always pursue the option of repair first and foremost, but you can be assured that, if repair is not an option or we are unable to repair it, the Plan will ultimately cover a replacement.  You can view a sample of our GSBTP terms & conditions here for more the exact verbiage if you would like.  The document outlines the coverage only.  How Best Buy® executes that coverage can be subject to change, but you’ll never receive less than what is promised in your brochure.

As far as added assurance, the ADH coverage offered on the PSP is quite comforting for many customers since that the product is prone to accidents given the fact that it is a portable device.  For all products, in addition to the  manufacturer warranty, we cover the product if it fails to operate due to a defect in materials or workmanship, normal wear and tear, dust, internal overheating, internal humidity/condensation, or a power surge/fluctuation.

I hope this information helps and we do appreciate you sharing that the information you were receiving was conflicting; we can use that feedback to ensure consistent responses throughout all of our stores.

Regards,

[Nokia]

I believe Kyle meant to say they fall under the GSBTP plan coverage. They are not covered by the GSBTP-r.

[Kyle-BBY Community Connector]

I appreciate the contribution, Nokia.  I actually did say it the way I meant to.  PlayStation Portables and PlayStation 3s are both covered by the Geek Squad® Black Tie Protection Replacement Plans.

[Nokia]

That's not what it says on BB.com.

[Kyle-BBY Community Connector]

Nokia,

So, using the method you mentioned of adding the item to your cart on Best Buy.com and seeing what kind of Plan was offered with it, you will see a long list of the terms & conditions of the Plan.  These terms & conditions detail each type of Plan we offer and are not specific to the product in the cart. 

I can see how it would be confusing if you just looked at line "This Plan covers parts and labor costs to repair your product in the event your product fails to properly operate due to..." under the heading "A. Geek Squad Black Tie Protection Repair Coverage (GSBTP)."  That sentence is specifically referring to just that Plan mentioned in the heading and not necessarily the Plan attached to the product.  To see the details the Replacement Plan, you would scroll down to the heading "C. Geek Squad Black Tie Protection Replacement Plan Coverage (GSBTPR)."  You will find the verbiage included in the description under that heading where it says that it covers "select gaming hardware," which is what the systems in question (PS3 and PSP) would fall under.
 

Hope that helps!

[Nokia]

That's not what I did. I added the item, then the plan to my card. The SKU it added was the GSBTP SKU, not the GSBTP-r SKU. I then added something else that does have the GSBTP-r on it just to make sure, and sure enough, they're different.

For the 250GB PS3: Geek Squad Black Tie Protection 2 Year Game Consoles

For the 80GB PS3: 2YR Geek Squad Protection PS3

For the PSPgo and PSP 3000: Geek Squad Protection 2 Year Portable Gaming ADH

For something with a GSBTP-r: Geek Squad Black Tie Protection 2 Year Replacement Plan

However, I just now looked at the iPod shuffle plan, and it does not mention replacement. I just wish there was an easy way to tell which has a PRP and which has a PSP.