Ive actually chatted online with 3 different people on best buys chat customer service and got 3 completely diff answers.
1.
Kathryn: Thank you for that, how can I help you today ?
Customer: I was wondering about your black tie protection plan.
Kathryn: At Best Buy we offer Geek Squad Black Tie Protection. This covers normal wear and tear, accidental damage, power surge protection, and one time battery replacement. It also covers the accessories that come WITH the phone in the box. It does not cover loss, theft, or water (liquid) submersion. But when you need the phone serviced, you don't have to worry about a deductible! The rates run from 9.99 to 14.99 per month.
If you have a device that has been subject to one of the covered actions, then take it to your local Best Buy store and they can begin the service on the phone. If you do not have a phone to use in the mean time, the store offer loaner phones for you to be able to use
Customer: I wanted to buy a motorola triumph and wanted to know what it covers
Customer: hello?
Kathryn: At Best Buy we offer Geek Squad Black Tie Protection. This covers normal wear and tear, accidental damage, power surge protection, and one time battery replacement. It also covers the accessories that come WITH the phone in the box. It does not cover loss, theft, or water (liquid) submersion. But when you need the phone serviced, you don't have to worry about a deductible! The rates run from 9.99 to 14.99 per month.
If you have a device that has been subject to one of the covered actions, then take it to your local Best Buy store and they can begin the service on the phone. If you do not have a phone to use in the mean time, the store offer loaner phones for you to be able to use
Customer: I went to best buy store and they offered me the 39.99 black tie protection for the device. but when I asked them what it covered they did not know since it was a prepaid device and not a monthly charge phone
Kathryn: It covers the same as the normal Black Tie Protection
Customer: so if a drop it and a small crakc on the screen appears it is covered? or something like that?
Kathryn: Correct.
Customer: if something like that occurs do i have to buy the plan again to get the protection back?
Kathryn: No, it would convert to your mew phone.
Customer: thank you so much for your time. I just wanted to be sure of this before I bought it
Kathryn: Well thank you so much for spending time with us today. If you have any further questions please do not hesitate to give us a call at 1-888-BESTBUY or to check us out on the website! You have a wonderful day and thanks again!
2.
Kimberly: Thank you, How can I help you today?
Customer: I was interested in purchasing a motorola Triumph with your black tie protection. I went to a local store and this morning and I asked what all the black tie protection covered with the phone and the emplee there told me to get online and look becasue it was a prepaid phone and not a monthly phone
Customer: she did not know what it included
Kimberly: I am sorry about that, I am going to send you information to read.
Kimberly: One thing I would recommend is our Geek Squad Black-Tie Protection. It is a monthly cost, usually $9.99 a month deducted from your credit card account, that covers everything except full water submersion and it being lost or stolen. That means even if you break the phone we will fix it or replace it for free with no deductible. This can only be added in store up to 30 days after the phones purchase from Best Buy. Even if you were to have gotten a free phone when you signed your contract, it will cost you almost $300 to replace. So keep that in mind when you decide to get a new phone.
Customer: but instead of the 9.99 a month it is just a one time charge of 39.99 right? because that is what the emplee rang up
Kimberly: Yes that is correct.
Customer: ok so if im talking on the phone and drop it and a little crack occurs it is covered in the plan?
Kimberly: yes that is correct, you can run the phone over by accident with your car and it is covered.
Customer: hahaha i hope noone has done that.
Customer: but one last question
Kimberly: It happens alot
Customer: if something happens and i take the phone back do i have to purchase a new plan or am i still proctected for the 2 years i paid for?
Kimberly: You would have to get a new plan for the new phone, sometimes they will do a refund for the old plan at a prorated cost.
Customer: because i thought i read somewhere that the 1st year on the plan i can take the phone back unlimited amount of times but on the second year the phone can only be replaced once before the contract is finished.
Kimberly: You can take the phone in as many times as you would like to be fixed but not for a return or exchange and that is for the full two years.
Customer: well the best buy employee told me they do not repair the prepaid phones. I got one 6 months ago from best buy and I could not get it repaired.
Customer: without the protection plan
Kimberly: we do repair them.
Customer: ok so if i just wanted it repaired i would not have to purchase a new plan? and what do you mean sometimes we will do a refund on the old plan
Kimberly: You do not have to purchase a new plan with the repairs, you keep the same plan. You only get a new plan when you buy a new phone. we only refund the old plan if returned in 30 days and you have to get a new phone.
Customer: ok thank you for all the help. is there any where i can download or look at the documentation on the black tie protection and what all it entitles? just so I can read over all the details. I can seem to find it online and the best buy here said they had only a small pamplet no offical documents
Kimberly: You would have to look at geeksquad.com, it should be there.
Customer: ok ill do that. thank you for your time
3. The guy said it was not covered by ADH at all. I asked for documentation and never got a response back.
LOL
