02-23-2019 11:51 AM
Good afternoon, everyone,
Thanks for reaching out to us on the forum! As you can imagine, our specialists here have been incredibly busy addressing all customer concerns as quickly as possible, even if we have experienced some backlog due to the holiday season. Your patience has been greatly appreciated though, especially as we know most of you have already received answers to your inquiries through other contact methods as a result. We did, however, want to highlight some information regarding our Geek Squad Protection (GSP) plans and our repair services.
Terms and Conditions: While we would encourage you to review your specific terms and conditions of your plan (they may change dependent upon the purchase date) for complete details, please know each one is underwritten by our insurance company. Like we would have to uphold our responsibilities to you based upon the situation, we would have to uphold our end with the insurance company. This means we are unable to extend the term of a plan for any reason, whether it be for possible service coverage or to renew a protection plan.
Repair: While we ultimately dependent on the product and the terms and condition of its GSP, we typically would require the chance to repair a device before considering other possible options, like our No Lemon clause. This may mean we’ll need to service a product inside your home or require the device be brought into a Best Buy store for service. That said, if we are to replace your device (up to our discretion), it will only be for a comparable item up to the original purchase price paid and would fulfill your GSP plan. If you would like coverage for the new device, it would need to be purchased.
With this said, if you’re still looking for an update with your repair or have additional questions about the terms and conditions of your GSP plan, we’ll here to help however possible. We’ll first need some additional context from you to proceed though, so please send us the following information by logging into the forum and locating any moderator's profile with a "-BBY" after their name.
We look forward to hearing from you soon,