05-08-2021 02:30 AM
05-08-2021 06:38 AM
05-08-2021 06:53 AM
05-08-2021 12:43 PM
Good afternoon, Tmr214psu,
Thank you for taking the time to stop by our community forums and providing your feedback about the Best Buy Beta program. There's quite a lot of great benefits included and I appreciate you letting us know about your experience with this and would be happy to help answer your question.
You can see a full list of what Best Buy Protection covers here. As you mentioned, most manufactures do not cover protection from power surges or fluctuations so it's likely a service fee will be assessed in order to provide assistance with this.
Generally, open-box products are not compatible with discounts or can be combined with our Price Match Guarantee. Because of this, you should not see an open-box price change when viewing these products.
If you've received incorrect information at your local store I would recommend letting the management team at this location know about this so they can review this. If you'd like, I can reach out to your local store on your behalf. Which location did you visit and when? Do you recall the name of the employee you spoke to? Any additional information would be much appreciated.
05-08-2021 02:40 PM
AndrewB, thank you for your reply. You state: "As you mentioned, most manufactures do not cover protection from power surges or fluctuations so it's likely a service fee will be assessed in order to provide assistance with this".
This is not a specific answer. Even you say it's "likely" a service fee will be assessed. The website says that power surges are covered under mechanical defects, but does not say if mechanical defects are considered standard coverage or service coverage. Here is the statement from the website where it talks about both the standard and fee claim coverage within the same statement. These should be seperate:
As a Best Buy Beta member, you will receive up to 24 months of Best Buy Protection for each of your eligible Best Buy-purchased products. Best Buy will provide you with a repair, replacement, or store credit to purchase a new device if your product suffers from a mechanical failure, or, in some cases, accidental damage from handling. Your membership covers the price of each Best Buy Protection plan.
At the end of 24 months, you may have the option to extend your protection coverage, by taking on responsibility of paying for the plan.
For claims that are not also covered by the manufacturer warranty, you may make two claims per 12-month period, subject to paying a service fee for each claim.
Coverage includes hardware failures resulting from:
Traditional Geek Squad Protection includes defects, normal wear & tear, dust/internal overheat, humidity, power surge, battery/accessory replacement. I'm a former employee and worked for the company for more than a decade. The Best Buy Protection Beta plan also includes this. With GSP, pixel repair is included, but with Geek Squad Protection pixel repair is relegated to a service fee and not included in the list of covered hardware failures. If pixel repair was included, it would have been in the above list, but it is not. However, power surge is. But the position of the hardware failure list within the above statement makes it difficult to determine whether or not it is included by default or a service fee based claim. This needs to be clarified by Best Buy to either indicate specific elements of this coverage list are covered regardless or asteriked and footnoted that it may be subject to a service fee. This is not nitpicking. It is communicating effectively to your customer. When it comes to legally binding contracts and services, the verbiage needs to be clear and concise. Right now, it's confusing because the FAQ and overall coverage statements are ambiguous.
These suggestions are for Corporate, not for my local store. They are just implementing the rollout and doing the best they can with the limited labor and training gaps they have. Even you say it's "likely", rather than making a definitive statement about that specific coverage question. Beta members should have a direct line for feedback to Corporate. It's not enough to get the store feedback, the customer needs to be involved as well. I came here because if I wanted to talk to my local store, I would have already. That feedback almost never moves up the chain....
05-08-2021 02:45 PM
05-08-2021 02:49 PM
Hi there, Tmr214psu,
Thank you for following up with me. You are always welcome to visit our IdeaX page where you can officially make suggestions regarding Best Buy policies or programs.
I'm glad to hear that you're able to get in contact with your local store, please let me know if I can reach out to them on your behalf!