FAQ

• Service Fees do not apply to Service Requests for Major Appliances.

• Service Fees apply only to Service Requests initiated due to Physical Damage. Only Geek Squad Protection+ and Geek Squad Protection with Physical Damage Plans have coverage for incidents of physical damage. Service Requests due to mechanical malfunctional do not require payment of a Service Fee.

• The quality of workmanship of the replacement devices/repairs performed under your Geek Squad Protection Plan are guaranteed for 90 days from the date the repair is completed or 90 days from the date we shipped your replacement device. Please start a new online Service Request so we can get you up and running as quickly as possible.

• All the benefits of the Geek Squad Protection Plan, and
• Coverage up to two (2) incidents of physical damage or liquid resistance failure

• Have your original Best Buy Canada store or online purchase invoice handy. It will show the product covered by the plan, the Geek Squad Protection Plan you purchased, and the term and/or expiry date of your plan.
• For wireless devices, you will need your IMEI number available for us to reference. The location of your IMEI number is dependent on your wireless device's model and manufacturer. On most wireless devices you can locate the IMEI number by dialing *#06# or by looking in your device's settings. The IMEI number may also be found on the back of the device, on your SIM card tray or under the battery. Please be sure to power down your wireless device before removing the battery.
• For all products, you may need to contact us if the Manufacturer Code does not match your product

• 100% of parts and labor are covered to repair manufacturer defects not covered by the manufacturer’s warranty
• In-home service, including diagnosis and repair, for all TVs larger than 32”
• Global Coverage Benefit
• Screen protection for burn-in, bad pixels, and ghosting
• Coverage for manufacturer-included accessories, such as smart remote controls
• Repairs required due to power surges and fluctuations
• If you live beyond a 60km radius of a Best Buy Canada store, or in an area not accessible by municipally maintained roads, your service request may be processed under the Global Coverage Service or on a carry-in basis at a Best Buy Canada store.

• Yes, Geek Squad Protection Plans are transferable. If you sell your product or are buying something as a gift, the plan goes with it! No additional fees are required; simply click here to find out how to contact us. When you call, provide the name of the person you're transferring the plan to. The transferee must then contact us and provide their address, email and phone number. If you're paying monthly for your plan, simply have the transferee provide us with their banking authorization information. The plan holder must have the original documentation to receive coverage.

• Instead of a confirmation number, you would've seen an online payment confirmation that can be printed for your records. Also, a payment confirmation email will be sent to the email address we have on file. The plan number on both the online and email confirmations can be referenced if you have payment related questions.
• The transaction description for your Geek Squad Protection Plan monthly payment on your monthly statement will show as AGI Geek Squad

• You can follow up on a shipment by tracking your bill of landing number with UPS
• You can track the progress of your Service Request from our partner site by entering your incident number.

• A Service Fee may apply.  Please refer to program Terms and Conditions for detailed terms, conditions, limitations, and exclusions.  You can find the details for your Geek Squad Protection here.

• Yes, Geek Squad Protection Plans are transferable. If you sell your product or are buying something as a gift, the plan goes with it! No additional fees are required; simply click here to find out how to contact us. When you call, provide the name of the person you're transferring the plan to. The transferee must then contact us and provide their address, email and phone number. If you're paying monthly for your plan, simply have the transferee provide us with their banking authorization information. The plan holder must have the original documentation to receive coverage.

• Find your plan by using the email address and telephone number associated with your plan, you will receive an email with an access code and a link. Please note that access expires after 15 minutes.
• You can also use the Global Plan ID/4 Part Key and Geek Squad Protection SKU located on your purchase receipt
• From there, plans matching your search will be displayed. Choose the plan you wish to file a Service Request on.
• Select the product you wish to file a Service Request on and click on "File a Service Request"
• Fill out the Service Request information form.
• Once your Service Request is submitted, we will automatically update our database with your Service Request details.
• If your Service Request is approved, you will be given an incident number that we can use to check the status of your Service Request and reference when contacting us.

• 100% of parts and labor are covered to repair manufacturer defects not covered by the manufacturer’s warranty
• Five (5) Service Requests per plan term and up to 2 physical damage Service Requests and 1 user replaceable battery Service Request
• Mechanical Breakdown with Power Surge Protection
• Physical Damage Replacement Benefit
• Coverage for all of the Accessories that came in the original packaging

• Your original Best Buy Canada store purchase invoice shows the product covered by the plan, the Geek Squad Protection Plan you purchased, and the term and/or expiry date of your Plan.

• For complete details about Home Membership benefit please visit here

• Open the menu in the upper right corner of the plan and select View Payment History.
• The Payment History will load for the plan and you can select the Print feature to print your statements.
• If you have more than one plan, you will need to repeat these steps for each one

• In the event that we cannot repair your product in accordance with program Terms and Conditions, an associate from your nearest Best Buy Canada store will contact you to facilitate a replacement.

• First find your plan by using the email address and telephone number associated with your plan, you will receive an email with an access code and a link. Please note that access expires after 15 minutes.
• You can also use the Global Plan ID/4 Part Key and Geek Squad Protection SKU located on your purchase receipt
• From there, plans matching your search will be displayed. Choose the plan you wish to file a Service Request on.
• Select the product you wish to file a Service Request on and click on "File a Service Request"
• Click on Best Buy and enter the Global Plan ID/4 Part Key and Geek Squad Replacement Protection SKU located on your purchase receipt
• Let us know which product needs replacement and verify your contact information.
• Select if you would like to receive your shipping labels by email or by mail.
• Once your Service Request is submitted, we will automatically update our database with your Service Request details.

• Sometimes we send a replacement device that has an upgraded memory size, different colour or upgraded model. While we do our very best to match you with a replacement device that is the same as your defective device, we cannot guarantee it. Our priority is to get you back up and running with a fully functioning replacement device as soon as possible.

• All the benefits of the Geek Squad protection Plan, and
• Coverage for up to two (2) incidents of physical damage or liquid resistance failure
• Best Buy Loaner Program during repairs*

• To better understand your coverage details, please refer to program Terms and Conditions for detailed terms, conditions, limitations, and exclusions. You can find the details for your Geek Squad Protection here

• Loss of data and/or data recovery
• Malfunction or damage due to negligence, misuse, abuse, vandalism, or intentional physical damage
• Catastrophic damage including, but not limited to, being crushed, penetrated, bent, falling from heights such as balconies or windows, being run over, falling from moving vehicles, and liquid immersion/submersion not in accordance with the manufacturer’s guidelines

• We provide an online Service Request status based on the most recent update we receive from the service repair centre. For the most up-to-date information, you can contact the service repair centre directly. If you are having difficulty reaching the service repair centre, please click here to find out how to contact us to speak directly with the team that supports warranty service plans. They are available 24 hours a day, 7 days a week.

• Visit your local Best Buy Canada with your defective accessory, wireless phone and original receipt for assistance.

• In the event that we cannot repair your product in accordance with program Terms and Conditions, an associate from your nearest Best Buy Canada store will contact you to facilitate a replacement.

• Loss of data and/or data recovery
• Malfunction or damage due to negligence, misuse, abuse, vandalism, or intentional physical damage
• Catastrophic damage including, but not limited to, being crushed, penetrated, bent, falling from heights such as balconies or windows, being run over, falling from moving vehicles, and liquid immersion/submersion not in accordance with the manufacturer’s guidelines"
• User-replaceable batteries

• GSP = Geek Squad Protection
• GSP+ = Geek Squad Protection+
• GSPPD = Geek Squad Protection with Physical Damage
• GSPR = Geek Squad Protection Replacement
• GSHM = Geek Squad Home Membership

• To better understand your coverage details, please refer to program Terms and Conditions for detailed terms, conditions, limitations, and exclusions. You can find the details for your Geek Squad Protection here

• 100% of parts and labor are covered to repair manufacturer defects not covered by the manufacturer’s
• Hard drive, power supply and memory failure coverage
• Screen protection against burn-in and bad pixels
• Replacement of included mice and keyboard if deemed defective
• Global Coverage Benefit
• Repairs required due to power surges and fluctuations

• All the benefits of the Geek Squad protection Plan, and
• Coverage for up to two (2) incidents of physical damage or liquid resistance failure
• Best Buy Loaner Program during repairs*

• 100% of parts and labor are covered to repair manufacturer defects not covered by the manufacturer’s warranty
• Global Coverage Benefit
• Screen protection against burn-in and bad pixels
• Repairs required due to power surges and fluctuations
• Touchscreen functionality issues that require repair
• Coverage for defective buttons and charging port
• Replacement of AC charger, USB cable and built-in battery if deemed defective

• A manufacturer's warranty usually only covers defects in materials and workmanship for a limited time. Geek Squad Protection Plans are an optional form of product coverage that provide additional value to our customers.

• The quality of workmanship of the repairs performed under your Geek Squad Protection Plan are guaranteed for 90 days from the date the repair is completed. Please start a new online Service Request so we can get you up and running as quickly as possible.

• Have your original Best Buy Canada store or online purchase invoice Handy. It will show the product covered by the plan, the Geek Squad Protection Replacement Plan you purchased, and the term and/or expiry date of your plan.
• For all products, you may need to contact us if the Manufacturer Code does not match your product

• To better understand your Membership details, please refer to program Terms and Conditions for detailed terms, conditions, limitations, and exclusions. You can find the details for your Geek Squad Membership here .

• All the benefits of the Geek Squad protection Plan, and
• Coverage for up to two (2) incidents of physical damage or liquid resistance failure
• Best Buy Loaner Program during repairs*
• Geek Squad Home Membership, which includes 24/7 support for all your devices and 50% off in-home TV mounting, home theatre installation, and video calibration

• Headphones, Wearables, Beverage Makers, Small Appliances, Printers, Small Vacuums, Smart Watches, Tablets below $300, Baby Monitors, Pre-paid Phones, TVs below $500, Gaming Controllers, Laptops below $300, Car Electronics, Portable Gaming, Action Camcorders below $500, Portable Audio, Universal Remote Controls and Digital Cameras below $300, Sound Bars.

• Yes, Geek Squad Protection Plans are transferable. If you sell your product or are buying something as a gift, the plan goes with it! No additional fees are required; simply click here to find out how to contact us. When you call, provide the name of the person you're transferring the plan to. The transferee must then contact us and provide their address, email and phone number. If you're paying monthly for your plan, simply have the transferee provide us with their banking authorization information. The plan holder must have the original documentation to receive coverage.

• To better understand your coverage details, please refer to program Terms and Conditions for detailed terms, conditions, limitations, and exclusions. You can find the details for your Geek Squad Protection here

• Yes, Geek Squad Protection Plans are transferable. If you sell your product or are buying something as a gift, the plan goes with it! No additional fees are required; simply click here to find out how to contact us. When you call, provide the name of the person you're transferring the plan to. The transferee must then contact us and provide their address, email and phone number. If you're paying monthly for your plan, simply have the transferee provide us with their banking authorization information. The plan holder must have the original documentation to receive coverage.

• Yes, Geek Squad Protection Plans are transferable. If you sell your product or are buying something as a gift, the plan goes with it! No additional fees are required; simply click here to find out how to contact us. When you call, provide the name of the person you're transferring the plan to. The transferee must then contact us and provide their address, email and phone number. If you're paying monthly for your plan, simply have the transferee provide us with their banking authorization information. The plan holder must have the original documentation to receive coverage.

• Our remote support team can help with your tech support needs such as device setup, virus removal, troubleshooting and so much more
• Our Agents can schedule an in-home service for anything from TV mounting to home networking
• Please click here to find out how to speak directly to an Agent or visit a Best Buy Store for face-to-face Agent support

• Loss of data and/or data recovery
• User-replaceable batteries
• Malfunction or damage due to negligence, misuse, abuse, vandalism, or intentional physical damage
• Catastrophic damage including, but not limited to, being crushed, penetrated, bent, falling from heights such as balconies or windows, being run over, falling from moving vehicles, and liquid immersion/submersion not in accordance with the manufacturer’s guidelines

• You can track the progress of your Service Request here by entering your incident number and postal code. We will also send you emails to keep you updated throughout the Service Request process.

• Yes - you can become a Geek Squad Home Member by visiting here.

• 100% of parts and labor are covered to repair manufacturer defects not covered by the manufacturer’s warranty
• In-home service, including diagnosis and repair*
• Full parts and labour coverage
• Global Coverage Benefit
• Reimbursement for spoiled food (refrigerators and freezers)
• Reimbursement for laundry expenses (washers and dryers).
• If you live beyond a 60km radius of a Best Buy Canada store, or in an area not accessible by municipally maintained roads, your service request may be processed under the Global Coverage Service or on a carry-in basis at a Best Buy Canada store.

• To better understand your coverage details, please refer to program Terms and Conditions for detailed terms, conditions, limitations, and exclusions. You can find the details for your Geek Squad Protection here

• You can access your plan billing information and payment history right here on our website.
• First review your original Best Buy Canada store or online purchase invoice. It will show the product covered by the plan, the Geek Squad Protection Plan you purchased, and the term and/or expiry date of your plan.
• Find your plan by using the email address and telephone number associated with your plan, you will receive an email with an access code and a link. Please note that access expires after 15 minutes.
• You can also use the Global Plan ID/4 Part Key and Geek Squad Protection SKU located on your purchase receipt
• Plans matching your search will be displayed. 

• You can print a shipping label from our partner site. Enter your incident #. You can then proceed with printing a copy of the label.

• Using the prepaid shipping label, we provide you by email or mail, ship your defective product according to the shipping instructions provided with your label.
• Contact UPS at 1-800-742-5877 arrange for pick-up or go to www.ups.ca to locate your nearest drop-off location.
• Once we've received your defective device, an electronic Gift card in the amount confirmed will be sent to you at the email address provided.

• Full replacement guarantee! If your product is found defective under normal usage, you get a replacement gift card for the full value including taxes.
• Accessories coverage for everything that comes in the original packaging
• Easy online service requests and electronic pre-paid shipping label for your product return
• No hidden fees or deductibles
• Global Coverage Benefit
• Product replacement benefit with power surge protection

• You can make a payment for your Geek Squad Membership on this site. For all other inquiries, you can Chat with an Agent or call us at 1-800-433-5778.

• Loss of data and/or data recovery
• User-replaceable batteries
• Malfunction or damage due to negligence, misuse, abuse, vandalism, or intentional physical damage
• Catastrophic damage including, but not limited to, being crushed, penetrated, bent, falling from heights such as balconies or windows, being run over, falling from moving vehicles, and liquid immersion/submersion not in accordance with the manufacturer’s guidelines

• To better understand your coverage details, please refer to program Terms and Conditions for detailed terms, conditions, limitations, and exclusions. You can find the details for your Geek Squad Protection here

• Loss of data and/or data recovery
• User-replaceable batteries
• Malfunction or damage due to negligence, misuse, abuse, vandalism, or intentional physical damage
• Catastrophic damage including, but not limited to, being crushed, penetrated, bent, falling from heights such as balconies or windows, being run over, falling from moving vehicles, and liquid immersion/submersion not in accordance with the manufacturer’s guidelines

• In the event that we cannot repair your product in accordance with program Terms and Conditions, an associate from your nearest Best Buy Canada store will contact you to facilitate a replacement.

• Open the menu in the upper right corner of the plan and select View Payment Information.
• We accept Visa, MasterCard, American Express as well as Visa and MasterCard debit as payment method
• If you have more than one plan, you will need to repeat these steps for each one
• The transaction description for your Geek Squad Protection Plan monthly payment on your monthly statement will show as AGI Geek Squad
• To switch to pre-authorized debit payments, you will need to contact us to receive a copy of the PAD form.

• You may have missed a payment for your plan. Please review the payment information section within your plan to bring your account up to date.

• If you have already scheduled an appointment with a service repair center, it's best to contact them directly to reschedule. If you are having difficulty reaching the service repair centre, please click here to find out how to contact us to speak directly with the team that supports warranty service plans. They are available 24 hours a day, 7 days a week.

• Yes, Geek Squad Protection Plans are transferable. If you sell your product or are buying something as a gift, the plan goes with it! No additional fees are required; simply click here to find out how to contact us. When you call, provide the name of the person you're transferring the plan to. The transferee must then contact us and provide their address, email and phone number. If you're paying monthly for your plan, simply have the transferee provide us with their banking authorization information. The plan holder must have the original documentation to receive coverage.

• To better understand your coverage details, please refer to program Terms and Conditions for detailed terms, conditions, limitations, and exclusions. You can find the details for your Geek Squad Protection here

• In the event that we cannot repair your product in accordance with program Terms and Conditions, an associate from your nearest Best Buy Canada store will contact you to facilitate a replacement.

• Loss of data and/or data recovery
• Malfunction or damage due to negligence, misuse, abuse, vandalism, or intentional physical damage
• Catastrophic damage including, but not limited to, being crushed, penetrated, bent, falling from heights such as balconies or windows, being run over, falling from moving vehicles, and liquid immersion/submersion not in accordance with the manufacturer’s guidelines
• User replaceable batteries

• All the benefits of the Geek Squad protection Plan, and
• Coverage for up to two (2) incidents of physical damage or liquid resistance failure

• 100% of parts and labor are covered to repair manufacturer defects not covered by the manufacturer’s warranty
• Screen protection for burn-in, bad pixels, and ghosting
• Coverage for manufacturer-included accessories
• Repairs required due to power surges and fluctuations
• Global Coverage Benefit
• Repairs required due to power surges and fluctuations

• Tablets,
• Gaming Consoles
• Digital Cameras
• Laptops
• Desktop Computers
• Apple Watches
• Small Appliances
• Televisions smaller than 32"
• Other applicable repairs conducted at a Best Buy store on a carry in basis

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Alternatively, you may report a suspicious email to:

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