The first thing I expect to hear from any customer regarding the Geek Squad Black Tie Protection (or GSBTP for those who love acronyms) is, “Oh, I already have the insurance with (insert carrier name here).”, I think that comment can easily sum up the biggest difference between the two: Geek Squad Black Tie Protection is NOT an insurance plan, and anybody who tells you otherwise is misinformed somehow. What it is, very simply, is a way for us as Best Buy Mobile to live up to one of the most important promises we make to you, our customer:
“Someone to be there for the life of your phone.”
We protect your cell phone from any day-to-day issues such as drops, screen freezes, buttons being non-responsive and so on. But let me list what the Geek Squad Black Tie Protection pamphlet states:
- “Normal wear and tear.” Anything from dust or heat and humidity to defects in the workmanship.
- “Accidental damage from handling.” If you drop it, sit on it or spill anything on it, you’re covered.
- “One-time battery replacement.” If your battery is consistently below 40% or just not working, we got your back.
- “No lemon policy.” If your product requires four qualified repairs, you’ll receive a comparable replacement.
- “Power surge repair.” If a power surge results in your phone not working, repair costs are covered.
- “Good maintenance reward.” This is the incentive for you to become a Reward Zone member. If you have Reward Zone and you do not make any claims in two years, then you get double the Reward Zone points back on your original plan purchase price!
So where’s the difference between insurance and protection? Well, you may notice that with Geek Squad Black Tie Protection there is no theft or loss covered. That is the key difference between our protection plan and the carriers’ insurance plans. Another one of the biggest differentiators for us is that carrier insurance usually includes a deductible, but with Geek Squad Black Tie Protection you have a $0 deductible, unless you have services performed outside of what is covered. I like to ask the customers who come into my store, “How many times has your phone been stolen or lost?” and it is amazing just how many say, “Never.” It is obvious that the insurance our carriers offer is a better choice for some of our customers (school children or those with a history of losing phones, for instance), and we have no issues with them choosing what is right for them. We just want to inform you of the options out there, fulfilling our second Best Buy Mobile promise:
“Impartial & informed advice.”
Before you come on down to sign up, let me tell you one more thing that we at Best Buy Mobile can offer you when your phone is out to be repaired. This is not connected to Geek Squad Black Tie Protection but is something we offer you, our valuable customer, to ensure that you are not without a phone during that period it is out being fixed. How about a loaner phone? That’s right, for a refundable deposit of $150, you can have a cell phone that keeps you in the loop. Text messages and phone calls will be there, and we will also transfer all the data from your phone to the loaner phone so that you have EVERYTHING you need. (Note: loaner policies may vary from store to store.)
Here is an account of a conversation I recently had with a customer. I was sitting at the activation desk going over the benefits of Geek Squad Black Tie Protection, explaining one last time to help them fully understand what they could get from this. A customer being helped at the next desk leaned over and said, “Get it, I did and this is the second time I have had to bring my phone in. I’m glad I got it!” He then proceeded to give firsthand accounts of his experiences, resulting in the customer I was with taking the Geek Squad Black Tie Protection on their three phones. I like to tell our customers that we don’t sell this… other customers do!