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Make Cell Phone GSP Service Fees an Up-Front Deposit

Status: Tell Us More
by on ‎06-14-2015 02:17 PM

(I hope I am posting this in the right place, I just found this forum via Google. I am not sure if there is an official channel for employee suggestions)

As a Geek Squad employee, I have to deal with countless frustrated clients who are unaware that Geek Squad protection plans on cell phones now require a service fee if they need to be replaced.  Most of the time this is because the plan was not properly explained, the client didn't listen closely enough to the plan details, or the client forgot about the fee.  Whenever I explain the service fee to a client, it results in an angry customer who feels ripped off, because they thought the monthly fee alone went toward the phone replacement.  A lot of the clients I have talked to feel like they were bait-and-switched by Best Buy.  Many have called 1-800 GEEK SQUAD to cancel their phone plans on the spot; I doubt they will ever purchase GSP again.

 

I think it would be great if Best Buy could somehow turn that replacement fee into an up-front deposit when they purchase the GSP plan (there would still be a monthly fee).  If the client does not have to replace their phone during the term of their plan, they would get the deposit back.  This would resolve any confusion about the plan, and should lead to a positive customer experience for phone replacements, with no more customers upset about not being aware of the plan terms.  Less angry customers = win

Status: Tell Us More

I am concerned that asking for a deposit at the time of purchase for a possible future replacement product will impact the customer perceived value of Geek Squad Protection (GSP) and dramatically increase its upfront cost. With that said, we are always looking for ways to improve GSP. Who else would like to see a change of this kind to the coverage?

 

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Comments
by Social Media Specialist Social Media Specialist
on ‎06-18-2015 10:23 AM
Status changed to: Tell Us More

I am concerned that asking for a deposit at the time of purchase for a possible future replacement product will impact the customer perceived value of Geek Squad Protection (GSP) and dramatically increase its upfront cost. With that said, we are always looking for ways to improve GSP. Who else would like to see a change of this kind to the coverage?

 

Remember to vote for an idea if you like it!

by
on ‎11-05-2015 06:02 AM
Everywhere I look I see the $149.99 or more service fee to replace a broken phone with GSP but what about something like a broken screen or bad battery for example. The T&C is vague with $29.99-$199.99 fee. I understand that depnwdinf on the repair, the fee may need to be more, but wih such ambiguity, how can I know what to expect if my phone cracks ( which is my biggest concern)?
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