Manufacturer Warranties and Protection Plans

[monkey1983]

First issue - I can't sign into the Service Plan Portal. I enter my username and password and it says its invalid. And then when I go to "Forgot Password", the link in the email just takes me back to the sign in screen. Has been doing this for two days now.

Issue 2 - No one at Best Buy seems able to tell whether or not i can renew the protection plan on my laptop that is set to expire in June. I renewed it last year and chose the 1 year plan when I renewed, so I can chose another one year or two plan this time? Or isn't it renweable?

[monkey1983]

I have a protection plan on my laptop. My T and Y keys are sticking badly. When I press them, they don't come back up.

Is this covered by the protection plan?

[Mbrguy Emerging Expert]

For any renewal inquiries, you should contact 1-888-237-8289.

[AaronE]

It depends on why they are sticking and what plan you have.

Do you have a standard BTP plan or one which covers ADH?

Was anything spilled on the laptop which caused these keys to stick?

Ultimately the coverage eligibility will be determined by the technician at the service center but having more information can help us give you an educated guess as it were.

[Ryan-BBY Senior Social Media Specialist]

Hello monkey1983 -

Aaron from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Aaron-BBY Community Connector]

Hello monkey1983,

Like Mbrguy mentioned, you will want to speak with our renewal team directly if you have any questions regarding further renewal options.   Please keep in mind, however, that only service center technicians have the authority to determine whether or not any given repair can be addressed under service plan coverage.  If you haven’t already done so, I’d encourage you to bring your laptop to the repair counter at your local Best Buy store and request that it be sent out for service.

As far as the BTP portal site is concerned, we’re aware of an ongoing issue that may prevent some customers from accessing the site.  A workaround isn’t available at this time, but rest assured that our support team is looking into the situation and researching potential solutions.

Thank you for your patience!

[monkey1983]

Took my Sony Vaio laptop into the Geek Squad today for repairs. The 'T' and 'Y' keys are sticking quite badly. I have an active protection plan on this, which I renewed in June in last year. I took all my paperwork including the PSP # in with me. The Geek Squad agent could not find my information in the system - even though I had the paperwork with the expiration date and PSP # on it with me! So he wrote up his own receipt and wasn't able to tell me much about what was going to happen, only that my laptop will be sent out and either repaired or replaced.

I made it QUITE clear I DO NOT want it replaced. If the service center determines they would rather replace it than fix it, I want my original sent back to me with nothing done to it. I love this laptop - the look and style as well as performance - and have never found another one that looks like it. I was told they can't request that, that the service center will replace it if it's determined "more economical" to do so. I think this is riduculous. If the customer specifically states they DO NOT want a replacement, their wishes should be honored. I watched the Geek Squad make a note of my wishes, but he couldn't guanatee me anything.

So am I looking at a repair or a replacement? And if they were to replace it, what would it be replaced with? I paid for a Sony Vaio, and that's what I want. Not some other refurbished unit of another brand.

[CrystalWoW Community Veteran]

With something that mild, it will probably be repaired, not replaced. They can however replace it at their discretion and brand is not taken into consideration. Replacements are generally not refurbished products on laptops and come from store stock. The replacement computer would be technologically similar, specification wise, to what you have now and the price may be less than what you paid for the sony, but the price on the replacement can't exceed the cost of the sony. You really aren't there yet though.