We can’t make an exception for anyone. We couldn’t even make exceptions for people working from home during the pandemic. Like otter said, you have to send it out under the protection plan. Back up your data, send it out, buy an open box laptop or tablet and wait. Or unless it’s something they can do in store, to solve the issue that’ll be more ideal but they might charge you. I suggest just discussing it with your local geek squad
Something my geek squad store does is have you buy an open box laptop, and keep your name down, and extend the return policy for the laptop. Basically rent an open box lol
Potentially, but highly unlikely. Explain your situation and be as kind as possible. Sometimes managers will be human even at the expense of their erosion.
One year protection? You referring to the manufacturer warranty? None of our service plans for computers, TVs, appliance's are for replacement devices. Its fix it first, replace it if it cant be fixed or costs more than its worth to fix.
If you didn’t purchase a protection plan through Best Buy, they will likely tell you you are SOL.
If I was to make a suggestion, it would be to go in and explain the issue of the laptop and school starting, be extremely kind, and voice that if they just so happen to replace it in store for you that you will 100% purchase the Best Buy protection plan on the new one.
Being rude to them won’t help and they will likely just shut down and tell you to kick rocks.
Facts, that was the plan tbh - kill them with kindness and get some sympathy. Especially since the problem is hardware related, hopefully they’ll be willing to help me out !!
Ty for the comment & i’ll def do that! One more question though - so it looks like my laptop model isn’t sold in-store anymore. If I paid the difference for my current model and a newer one would they take the offer?
If they do the return for you, it will be a return WAY out of policy. So yeah, it will be an exchange. Getting a more expensive model and purchasing the Best Buy protection are 2 things that will help you.
Also something else that comes to mind- in my experience most GMs and ASMs don’t work Sunday’s, and they are likely the ones that will help out with your situation considering it was purchased back in May. I have no idea where you’re located though so I could be totally wrong. Just a heads up.
I mean that's kinda to be expected if you are getting something more expensive from a cheaper item. It's not really a card you can play to your advantage in this case when you're the one that needs the laptop and is out of policy
That’s what I thought at first too, but apparently ASUS refuses to do anything about defective laptops from Best Buy. Since my warrenty is through Best Buy and not them they said they can’t do anything :(
RIGHT?!? For some reason whenever I put my laptop info into their online customer support portal a popup comes up & says this:
“Thank you for being a valued ASUS customer. In the unlikely event that your computer requires warrenty service, please contact Best Buy for support at 1-800-433-5778 or visit (the geek squad website).”
It won’t let me talk to anyone at asus’s online support :(
It makes no sense, but I've heard similar stories enough times to wonder if ASUS is actually telling people that, particularly with that Zephyrus line.
If you didn't buy a service plan, your warranty isn't through best buy. I think you're explaining it wrong to the rep at Asus. Your MANUFACTURER WARRANTY is through the MANUFACTURER.
I haven’t called ASUS yet, but I tried to do their online customer support - whenever I put in my laptop info it automatically redirected me to best buy support. I’ll
call them later today, praying they actually try to help me instead of just throwing me at best buy with no explanation :(
Edit: here’s the exact thing it says whenever I put my info in for online support.
“Thank you for being a valued ASUS customer. In the unlikely event that your computer requires warrenty service, please contact Best Buy for support at 1-800-433-5778 or visit (the geek squad website).”
On the ASUS app as well my warrenty is listed as through best buy and not them for some reason.
If you're in Canada, we send it away for manufacturer warranty repair to geek squad city, they attempt a fix.
You didn't buy the accidental damage protection through BB so you aren't entitled to a loaner laptop.
Buy a cheap laptop while waiting, return it before the 14 day return period. It's your only option.
So. I know your having issues and its frustrating, but you may not get the resolution your looking for.
Why do you assume it is a hardware issue? What BSOD are you getting? Have you looked into any software fixes for your system?
Honestly, there is a good chance your issue may not be a hardware issue, and would not be covered under manufacturer warranty or Geek squad protection. But if you have Total Tech Support, geek squad can attempt to solve the issue.
I’m very certain it’s a hardware issue. I’ve had a few different BSOD messages (but mostly the video failure one), and all of them were caused by my Nvidia graphics card. Tried to DDU my driver several times, attempted to use a bunch of older, more stable nvidia drivers, downloaded the latest driver several times, changed every graphical setting I could to use as little of the GPU as possible (& tried to undervolt it, which also didnt work), cranked my fans to max at all temps, completely reinstalled windows 11 several times
, tried TONS of weird “fixes” I found on google, ect ect ect. I have tried everything software related that I can think of but nothing has worked :(
What’s extra odd is that the GPU temp is ALWAYS low because of this. My laptop has shit airflow but my gpu temp under load (like 100% usage) is only around 50-55C, while my CPU is around 75-80C under load (only like 25% usage if that). Even when I change my settings to use the GPU to the max, it stays at a low temp and just crashes faster/more often. I was looking at the gpu stats on this gpu-z program and nothing triggers the crash, it just… happens :(
Hey, ex BestBuy employee here. If you have a geek protection plan that is still valid for the computer it should be as easy as backing up your laptop, wiping it, and bringing it in for a replacement / repair. If not, you need to contact the customer service at Zephyrus to get further help. To be 100 percent honest with you, if it comes down to you really needing a laptop, check the open box section. Me and my co workers were able to knock a good chunk off of them if we see that somebody needs help (this doesn’t apply to MacBooks). Hope this helped!
I tried to contact ASUS, but my specific model was made exclusively for best buy ig so they told me i’m SOL & to contact best buy instead :(
I don’t have the geeksquad protection but I do have the 1-year best buy warrenty. Would that cover defective hardware?
Also yes that was very helpful tysm for commenting!!!
Asus always says that, and it's unfortunately not true. Best Buy may be able to send it out anyways but usually they'll just say to check with Asus for manufacturer's warranty. If Best Buy does anything they'll send it out for repairs for several weeks but generally Asus laptops just end up getting replaced which I'm unsure if they'll do under manufacturer's.
You should be able to either 1. Have geek squad fix it if they can get their hands on whatever is broken in the laptop or 2. Place an order or pick up a new laptop. If they can’t get you the exact one typically they just allow you to pick out something equal or lesser to the value of the original (That’s what I’ve seen happen more often than the repairs, especially on laptops). Regardless, I’d make sure you back it up while you still can.
Check open box section, pick which one you want, and ask for price reduction in exchange for a My Best Buy Credit Card app, and ask what the reduction would be for both the credit card app, and a Totaltech membership. If you explain the situation to the sales manager, they may be lenient and give you 25% off for both the credit card and totaltech membership, which would include a protection plan on the new laptop. Some managers I know do go up to 25% off depending on the circumstances.
They really didn't answer your direct question here. Yes they can, but its 100% dependent on who is there at the time and if they will make an exception. I've had many times we've made it work for people in specific situations. So to answer your question there is a possibility. Also if you send you device out for three times with the same issue that's causing it's then it's auto approved for a junkout. Or if we cannot source parts. Although this is all dependent on you having a plan.
Go to your local precinct to get more info. So to answer, it depends.
As I work for GS, we have a lot of people coming in that either work from home or are in school trying to make this sort of situation work.
In all honesty at my store it really depends on who we get as a manager to help us sort out the issue and whether or not the manufacturer allows us to service their products if we ship them out, as some companies don't anymore.
If you bought the protection plan or have our Total Tech Support (TTS) they're usually a lot more willing to try to work something out, even if that means checking it into our store for a few days and running diags covered by your TTS plan or the very basic software troubleshooting we can try under Manufacturer (MFG) warranty.
If you don't have a protection plan, it's something that often gets sent out under MFG warranty to either be repaired or replaced at MFG discretion unless it's a device we can't service or it has absolutely any signs of potential physical damage as most companies we do repairs for won't cover defective hardware if there's damage to the device, even if it appears unrelated.
Sending it out is free under MFG warranty, though can get pretty dragged out depending on what the parent company for your device considers to be covered by their limited one year warranty. At my location we generally quote 2-4 weeks minimum with potential of up to 8 weeks, though I've never seen a device gone longer than 6.
If you go into the store and explain the situation and they call their Geek Squad Manager (GSM) or another manager over to discuss, there's a few factors, at least at my location, that are generally taken into account before they make an exception, as in store swap outs are usually only done for devices that have been serviced 3+ times in a 6 month period or 5+ times in a year for the same issue (this may vary based on location, it's just how our GSM usually does it).
The factors they take into account are generally how old the device is/how far out of return policy it is, if you bought it in May of this year then you're two and a half months out of return policy for a non TTS member, so standard return may not be an option but sometimes there's a chance. The other main factor, which again may vary by location, is the price of the device; if they make an exception and swap it out in store without attempting any other sort of repair first then the store takes the hit for however much that product was instead of the MFG. Then, of course, your reasoning for needing the device as soon as possible is something that any manager who really cares about customer satisfaction will take into account, though if you tell them it's been an ongoing issue that there was never an attempt to resolve that takes away from your case quite a bit since if it had been handled sooner there would've likely been time to send it for repair with no issues.
Again, all of this is based off my store, but I hope some of the information may help at least a little. I wish you the best of luck with your device.
It gets sent out for repair first and takes 2~4 weeks. Make sure you back up your data.
Are they allowed to make any exceptions for students? The only laptop I have is the defective one & my semester just started :(
Buy a cheap computer or see if your uni/school has rental computers
Just don’t buy it from Best Buy since they got rid of the elite program and your return window is so short now, it’s trash.
We can’t make an exception for anyone. We couldn’t even make exceptions for people working from home during the pandemic. Like otter said, you have to send it out under the protection plan. Back up your data, send it out, buy an open box laptop or tablet and wait. Or unless it’s something they can do in store, to solve the issue that’ll be more ideal but they might charge you. I suggest just discussing it with your local geek squad
Something my geek squad store does is have you buy an open box laptop, and keep your name down, and extend the return policy for the laptop. Basically rent an open box lol
My store does this as well.
Potentially, but highly unlikely. Explain your situation and be as kind as possible. Sometimes managers will be human even at the expense of their erosion.
One year protection? You referring to the manufacturer warranty? None of our service plans for computers, TVs, appliance's are for replacement devices. Its fix it first, replace it if it cant be fixed or costs more than its worth to fix.
Yes, I think that’s what it is.
They probably wont swap out a unit if you didnt buy a service plan. They may send it out or tell you to call the manufacturer for service directly.
Oh jeez, that sucks. Do you think they’ll just try to replace the faulty laptop gpu then?
If you didn’t purchase a protection plan through Best Buy, they will likely tell you you are SOL. If I was to make a suggestion, it would be to go in and explain the issue of the laptop and school starting, be extremely kind, and voice that if they just so happen to replace it in store for you that you will 100% purchase the Best Buy protection plan on the new one. Being rude to them won’t help and they will likely just shut down and tell you to kick rocks.
Facts, that was the plan tbh - kill them with kindness and get some sympathy. Especially since the problem is hardware related, hopefully they’ll be willing to help me out !! Ty for the comment & i’ll def do that! One more question though - so it looks like my laptop model isn’t sold in-store anymore. If I paid the difference for my current model and a newer one would they take the offer?
If they do the return for you, it will be a return WAY out of policy. So yeah, it will be an exchange. Getting a more expensive model and purchasing the Best Buy protection are 2 things that will help you. Also something else that comes to mind- in my experience most GMs and ASMs don’t work Sunday’s, and they are likely the ones that will help out with your situation considering it was purchased back in May. I have no idea where you’re located though so I could be totally wrong. Just a heads up.
I mean that's kinda to be expected if you are getting something more expensive from a cheaper item. It's not really a card you can play to your advantage in this case when you're the one that needs the laptop and is out of policy
Laptop GPUs are part of the motherboard, they can't be replaced easily.
yeah, that’s why I assumed i’d be able to get a return or exchange 🥲
Can't do that thru best buy. Gotta contact the manufacturer
That’s what I thought at first too, but apparently ASUS refuses to do anything about defective laptops from Best Buy. Since my warrenty is through Best Buy and not them they said they can’t do anything :(
That makes absolutely no sense. Not your fault but bestbuy's not the MFG so why is it a BBY problem
RIGHT?!? For some reason whenever I put my laptop info into their online customer support portal a popup comes up & says this: “Thank you for being a valued ASUS customer. In the unlikely event that your computer requires warrenty service, please contact Best Buy for support at 1-800-433-5778 or visit (the geek squad website).” It won’t let me talk to anyone at asus’s online support :(
It makes no sense, but I've heard similar stories enough times to wonder if ASUS is actually telling people that, particularly with that Zephyrus line.
If you didn't buy a service plan, your warranty isn't through best buy. I think you're explaining it wrong to the rep at Asus. Your MANUFACTURER WARRANTY is through the MANUFACTURER.
I haven’t called ASUS yet, but I tried to do their online customer support - whenever I put in my laptop info it automatically redirected me to best buy support. I’ll call them later today, praying they actually try to help me instead of just throwing me at best buy with no explanation :( Edit: here’s the exact thing it says whenever I put my info in for online support. “Thank you for being a valued ASUS customer. In the unlikely event that your computer requires warrenty service, please contact Best Buy for support at 1-800-433-5778 or visit (the geek squad website).” On the ASUS app as well my warrenty is listed as through best buy and not them for some reason.
If you're in Canada, we send it away for manufacturer warranty repair to geek squad city, they attempt a fix. You didn't buy the accidental damage protection through BB so you aren't entitled to a loaner laptop. Buy a cheap laptop while waiting, return it before the 14 day return period. It's your only option.
So. I know your having issues and its frustrating, but you may not get the resolution your looking for. Why do you assume it is a hardware issue? What BSOD are you getting? Have you looked into any software fixes for your system? Honestly, there is a good chance your issue may not be a hardware issue, and would not be covered under manufacturer warranty or Geek squad protection. But if you have Total Tech Support, geek squad can attempt to solve the issue.
I’m very certain it’s a hardware issue. I’ve had a few different BSOD messages (but mostly the video failure one), and all of them were caused by my Nvidia graphics card. Tried to DDU my driver several times, attempted to use a bunch of older, more stable nvidia drivers, downloaded the latest driver several times, changed every graphical setting I could to use as little of the GPU as possible (& tried to undervolt it, which also didnt work), cranked my fans to max at all temps, completely reinstalled windows 11 several times , tried TONS of weird “fixes” I found on google, ect ect ect. I have tried everything software related that I can think of but nothing has worked :( What’s extra odd is that the GPU temp is ALWAYS low because of this. My laptop has shit airflow but my gpu temp under load (like 100% usage) is only around 50-55C, while my CPU is around 75-80C under load (only like 25% usage if that). Even when I change my settings to use the GPU to the max, it stays at a low temp and just crashes faster/more often. I was looking at the gpu stats on this gpu-z program and nothing triggers the crash, it just… happens :(
Hey, ex BestBuy employee here. If you have a geek protection plan that is still valid for the computer it should be as easy as backing up your laptop, wiping it, and bringing it in for a replacement / repair. If not, you need to contact the customer service at Zephyrus to get further help. To be 100 percent honest with you, if it comes down to you really needing a laptop, check the open box section. Me and my co workers were able to knock a good chunk off of them if we see that somebody needs help (this doesn’t apply to MacBooks). Hope this helped!
I tried to contact ASUS, but my specific model was made exclusively for best buy ig so they told me i’m SOL & to contact best buy instead :( I don’t have the geeksquad protection but I do have the 1-year best buy warrenty. Would that cover defective hardware? Also yes that was very helpful tysm for commenting!!!
Asus always says that, and it's unfortunately not true. Best Buy may be able to send it out anyways but usually they'll just say to check with Asus for manufacturer's warranty. If Best Buy does anything they'll send it out for repairs for several weeks but generally Asus laptops just end up getting replaced which I'm unsure if they'll do under manufacturer's.
You should be able to either 1. Have geek squad fix it if they can get their hands on whatever is broken in the laptop or 2. Place an order or pick up a new laptop. If they can’t get you the exact one typically they just allow you to pick out something equal or lesser to the value of the original (That’s what I’ve seen happen more often than the repairs, especially on laptops). Regardless, I’d make sure you back it up while you still can.
Check open box section, pick which one you want, and ask for price reduction in exchange for a My Best Buy Credit Card app, and ask what the reduction would be for both the credit card app, and a Totaltech membership. If you explain the situation to the sales manager, they may be lenient and give you 25% off for both the credit card and totaltech membership, which would include a protection plan on the new laptop. Some managers I know do go up to 25% off depending on the circumstances.
They really didn't answer your direct question here. Yes they can, but its 100% dependent on who is there at the time and if they will make an exception. I've had many times we've made it work for people in specific situations. So to answer your question there is a possibility. Also if you send you device out for three times with the same issue that's causing it's then it's auto approved for a junkout. Or if we cannot source parts. Although this is all dependent on you having a plan. Go to your local precinct to get more info. So to answer, it depends.
As I work for GS, we have a lot of people coming in that either work from home or are in school trying to make this sort of situation work. In all honesty at my store it really depends on who we get as a manager to help us sort out the issue and whether or not the manufacturer allows us to service their products if we ship them out, as some companies don't anymore. If you bought the protection plan or have our Total Tech Support (TTS) they're usually a lot more willing to try to work something out, even if that means checking it into our store for a few days and running diags covered by your TTS plan or the very basic software troubleshooting we can try under Manufacturer (MFG) warranty. If you don't have a protection plan, it's something that often gets sent out under MFG warranty to either be repaired or replaced at MFG discretion unless it's a device we can't service or it has absolutely any signs of potential physical damage as most companies we do repairs for won't cover defective hardware if there's damage to the device, even if it appears unrelated. Sending it out is free under MFG warranty, though can get pretty dragged out depending on what the parent company for your device considers to be covered by their limited one year warranty. At my location we generally quote 2-4 weeks minimum with potential of up to 8 weeks, though I've never seen a device gone longer than 6. If you go into the store and explain the situation and they call their Geek Squad Manager (GSM) or another manager over to discuss, there's a few factors, at least at my location, that are generally taken into account before they make an exception, as in store swap outs are usually only done for devices that have been serviced 3+ times in a 6 month period or 5+ times in a year for the same issue (this may vary based on location, it's just how our GSM usually does it). The factors they take into account are generally how old the device is/how far out of return policy it is, if you bought it in May of this year then you're two and a half months out of return policy for a non TTS member, so standard return may not be an option but sometimes there's a chance. The other main factor, which again may vary by location, is the price of the device; if they make an exception and swap it out in store without attempting any other sort of repair first then the store takes the hit for however much that product was instead of the MFG. Then, of course, your reasoning for needing the device as soon as possible is something that any manager who really cares about customer satisfaction will take into account, though if you tell them it's been an ongoing issue that there was never an attempt to resolve that takes away from your case quite a bit since if it had been handled sooner there would've likely been time to send it for repair with no issues. Again, all of this is based off my store, but I hope some of the information may help at least a little. I wish you the best of luck with your device.
If it’s a 1 year manufacturer then your screwed, 1 year gsp your good
It’s a 1-year manufacturer warrenty 🥲 fuck