GEEK SQUAD® PROTECTION FAQ

Whether you are researching before you buy or already have Geek Squad Protection, here are some frequently asked questions. For Plan specific information, please refer to the actual terms and conditions.

How soon can I use my Geek Squad Protection?

You can use it immediately. There is no need to register, and we can take care of your request at any local Geek Squad Precinct in your nearest Best Buy store.

Can I still buy Geek Squad Protection after I've purchased my device?

Yes, you can buy Geek Squad Protection within the product-specific return policy period.

The return period will be shown on the back of your receipt. Simply bring your receipt to the customer service desk of a Best Buy store and tell them you would like to buy the Geek Squad Protection Plan for your product. If you wish to buy Protection that includes Accidental Damage from Handling coverage or loss and theft (available on certain mobile phones), you will need to bring the device in so we can take a look at it.

Where do I find my Geek Squad Protection Plan number?

You'll find the number on your original receipt. If you bought your Plan recently, you will also have received a "for your records" e-mail shortly after you made your purchase that will contain your Plan number. If you've lost your receipt or can't find this e-mail, just give us a call and we will help you track down your Plan number.

Can someone else receive service under my Plan?

Any person that you give the covered product to can receive service under the Plan. We may ask questions and take steps to verify that the person seeking service is in lawful possession of the product and whether the serial number of the device matches our records.

How do I transfer Geek Squad Protection to someone else?

If ownership of the product has changed and/or the responsibility for the Plan has changed, we will, without charge, update our records to reflect the transfer of ownership and/or responsibility for the Plan. However, a Plan cannot be transferred from one product to another except for cases in which you receive a replacement product from the manufacturer. For more assistance, call 1-800-GeekSquad (1-800-433-5778) or visit your local Best Buy store.

I bought a computer from Best Buy after September 13, 2015, and added the Protect & Support coverage. How is this different from the Geek Squad Protection I had on my old computer?

Our Geek Squad Protect & Support Plus Plan provides the hardware support you had with your previous Geek Squad Protection Plan. It also provides you with some software and troubleshooting support that didn't come with plans issued before 9/13/15.

You can find out more about the plans by talking to an Agent in the Precinct at your local Best Buy store.

How can I change the billing information for my monthly plan?

Whether your card expired or you want to switch to a card with better rewards, you can easily update your billing information online here. You will need your Geek Squad Protection Plan number and your new payment information to update your billing information.

I bought a Plan for a mobile phone. Why am I being asked to pay a service fee/deductible?

Because the value of mobile phones is so high, the repair and replacement costs are also very high. To keep the purchase price of the Plan at a reasonable amount, we charge a service fee (or a deductible in the case of a loss/theft claim) in most cases where a claim is made under your Plan for a mobile phone. The service fees and deductibles are indicated in the Plan brochure regarding mobile phones, disclosed at the point of sale, and explained in your receipt.

How do I know if my product qualifies for product replacement?

Your product qualifies for a replacement if you bought a Product Replacement Plan or if you've had multiple repair attempts concerning the same problem and it qualifies for replacement under the plan's No Lemon Benefit.

If my product is replaced, will I get a new or refurbished product?

We will normally repair or replace your device with a new or refurbished product that will be of like kind and quality, and comparable performance to your original device. Parts or replacement products that are refurbished will meet original manufacturer specifications.

In some cases, we may reimburse you for the cost of a replacement product by giving you a gift card or voucher based on the current value of your covered device, not to exceed your original purchase price plus taxes.

What if I accidentally dropped my device and it broke?

If the Protection Plan on the device includes Accidental Damage from Handling coverage, it'll be covered. If you are unsure if you bought this coverage, the "for your records" e-mail you received after you bought the Plan will note if you bought ADH coverage.

Since September 13, 2015, the "Plus" plans (i.e., Protect & Support Plus) on personal computers and tablets all have ADH coverage. We don't cover intentional physical abuse like smashing the covered device.

What if I spill liquid on my device?

Turn off the device immediately and remove the battery. Let the battery air dry. If the device requires repair and you are covered by a Geek Squad Protection Plan with Accidental Damage from Handling coverage, you are covered for accidental spills.

How do I cancel my Geek Squad Plan?

The easiest way to cancel any current plan is to call us at 1-800-433-5778.

Renew Your Geek Squad Protection Plan

Don't find out the hard way that you forgot to renew your Protection Plan.

If you have Geek Squad Protection, you may have received a letter saying your plan period is coming to an end with an invitation to renew. If you want to renew your coverage, the letter contains a web address and an access code that will allow you to log in to the renewal website and extend your coverage. If you received one of our "It's Time to Renew" notices, type the web address in your browser and enter your code.

If you received an e-mail regarding your plan, select the link provided in the e-mail to get to the renewal site. You will be automatically logged in to the renewal page and you will be able to extend your coverage right away.

If you have any questions about renewing your plan, give us a call at 1-866-242-4568.

How do I file a claim under a Smart Care plan?

To learn about filing a claim under this plan, please see our Smart Care FAQs.

Some services may require an in-home visit scheduled and performed during regular business hours.

For specific plan benefits and a complete description of the scope and limitations of coverage, please refer to the actual plan terms and conditions. A service order disclaimer may need to be signed to obtain repairs.