Best Buy’s plan to make services a key component of its next-phase growth strategy took further shape this week with the national rollout of its Total Tech Support program.
First piloted with a 10 city, 200-store test last year, the Geek Squad-backed initiative provides basic IT and car tech troubleshooting — either in-store or around-the-clock online — for $200 a year.
Services include virus removal, data transfer and backup, software installation and printer, tablet and home networking setup, regardless of where the products were purchased.
For more extensive support, the annual fee also entitles customers to a discounted $50 fee for in-home installations; 20 percent off repairs and advanced services; and 20 percent off Geek Squad and AppleCare extended service plans.
The rollout underscores Best Buy’s efforts to better leverage its in-house Geek Squad tech support business, and to make services a critical adjunct to product sales under its 2020 growth plan.
Other elements of its service strategy include Assured Living, a remote monitoring program for the elderly; In-Home Advisor, offering free on-site consults; and smart-home installation bundles and subscription monitoring services through a partnership with Vivint.
“We all rely on technology more than ever and are constantly looking for that trusted friend to turn to for inspiration, advice and help,” said Best Buy Services president Trish Walker, about the Total Tech Support program. “This kind of service used to be available on single products only, but now essentially covers all of the electronics and appliances in your home.”
Walker said the program has already assisted 230,000 customers more than 400,000 times during its pilot phase.
Best Buy employs some 20,000 Geek Squad staffers across the country.