09-12-2019 09:49 AM
I have Total Tech support and had my TV repaired by Geek Squad. The TV was not purchased through Best Buy. The repair was required because the TV wouldn't turn on. The TV will now turn on but it's not recognizing any connected devices (never actually worked after the power issue was fixed). Geek Squad is scheduled to come out again to check on what's wrong.
When I called to schedule the additional repair, the phone rep mentioned that if the repair is not successful this time (three repairs according to him), I will be eligible for a replacement. I wasn't aware that was an option. I've only had a diagnostic visit and then the repair to fix the power problem. I'm not sure if that will really count as three repairs (including the upcoming repair) since the first visit was diagnostic.
Can anyone explain how the junk out policy works (or if I'm actually eligible)? I'm hoping this next repair works, but in case it doesn't, I would like to be prepared for what my next option would be. And I certainly don't to keep paying for repairs. Between the Total Tech subscription and the repairs so far, I've paid about $800. TV cost was about $2800. I'm not sure if I'm digging myself in deeper in the hole or what my real options are.
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09-15-2019 12:42 PM
Thanks for taking the time to connect with us here on the Best Buy Forums. Our online community is a great resource, and it is always nice to hear from our customers. It sounds like you invested quite a bit when purchasing your television, so I can understand wanting to thoroughly explore your options when it comes to repairs. There are situations when it might make sense to have repair work done, but I can understand the concern with costs starting to add up. I’d be glad to provide some insight and answer any additional questions you may have.
When a customer has Geek Squad Protection (GSP), we may opt to replace the Covered Product with a product of like kind and quality and of comparable performance. This is done at our sole discretion, and there are many factors that would be considered when making the final decision. More on that can be found in the Terms of GSP and Total Tech Support. That being said, I know you mentioned the television being worked on was not purchased at Best Buy. In that case, although you may be a Total Tech Support member, the Terms of GSP would not apply. I hope the next repair is successful as well. In the unlikely event it is not, you’d likely need to continue to pay for repairs on the television, or weigh your options on purchasing a replacement.
Please let us know if you have further questions. If we can provide support by reviewing your purchase and service history, our team will be available in private message. You can contact us by selecting the darker blue box next to my name below. Your full name, email address, and telephone number, would be necessary to access your information within our system.
09-15-2019 01:01 PM
Thanks, Sarah. That was what I expected. It was such an odd thing for him to say (twice) that I wanted a clarification before the Geek Squad guy comes tomorrow. I didn't want to spring that on him since he's been very helpful (Samsung on the other hand...wow...very bad).
09-15-2019 02:40 PM
Sure thing, buckeye!
I’m glad we could provide some insight, as we’d want you to be prepared for the potential outcomes. When the Geek Squad Agent is at your home, they will be able to provide more information on options for next steps. If there are possibilities within the Terms of the warranty provided by the manufacturer, they can assist in guiding you through that process also. Feel free to connect with us if we can provide assistance with anything in the future.
Enjoy the rest of your day.