Minneapolis — Best Buy has enhanced its extended-service program and repackaged it under the Geek Squad brand.
Effective Sept. 14, all Best Buy extended-warranty plan names were changed to Geek Squad Black Tie Protection to reflect increased service and coverage options and other benefits not found in traditional retailer service plans, the company said.
The program offers coverage for hundreds of products across the home theater, PC, car, majap, digital imaging, mobile and portable CE categories, and is designed to provide options in scope and term of coverage to suit the varying needs of customers.
“Geek Squad Black Tie Protection delivers the support our customers tell us they want to safeguard their gear, a level of support that only Best Buy is able to provide,” said Best Buy president/COO Brian Dunn. “By listening to our customers, we’re evolving service and reliability to a whole new level.”
The service plans are available exclusively on products purchased at Best Buy, are backed and administered by AIG WarrantyGuard, and leverage the retailer’s fully owned Geek Squad services infrastructure for support.
They replace the retailer’s previous Best Buy performance and product-replacement service plans.
“We have a responsibility to be there for our customers, and a unique capability in Geek Squad to serve them,” said Jeff Severts, Best Buy’s services VP. “The combination of Best Buy product support with Geek Squad service has produced one of the best protection and service plans available anywhere.”
The plans are offered in standard, advanced and premium tiers for many product categories, although all plans include:
· complete coverage for product failure due to normal wear and tear usage or power surges;
· access to Best Buy personnel by phone 24 hours a day, seven days a week, to report problems and obtain guidance on service support options;
· a comprehensive service-plan portfolio for customers to file at home for future reference;
the ability for all service-plan holders to locate service drop-off
· additional points in Best Buy’s Reward Zone member loyalty program.
The new premium-level plan is offered on TVs, laptop computers and digital cameras, and provides such additional benefits as loaner TVs and preventive computer services including optimization, virus/spyware protection and online data backup.
The retailer formally launched the program yesterday at a Best Buy store in Manhattan with actors Richard Dean Anderson (“MacGyver”), Tanya Roberts (“Charlie’s Angels”) and action star Steven Seagal in attendance. “Black tie, black belt, we’re all masters out there, trying to protect and serve,” Seagal said.
Since its expansion nationally in 2004, Geek Squad has grown to nearly 20,000 technicians who support consumer install and repair for computing, home theater, 12-volt electronics, mobile devices and appliance products. Geek Squad technicians are available at all 973 Best Buy U.S. stores, online and through house calls. In addition, the tech support organization operates Geek Squad service centers throughout the United States, anchored by Geek Squad City, its largest repair facility, in Louisville, Ky.
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