05-02-2017 07:31 AM
05-02-2017 09:18 AM
05-02-2017 08:48 PM - edited 05-02-2017 08:49 PM
PCgamer I must say to start off using profanity is not a good way to try and get people to help you. I do realize your experience thus far has not been positive but it is not appropriate behaviour regardless of whether or not members on this forum are or are not employees of Best Buy.
Now lets get on to the issue at hand.
I purchased an Asus RoG laptop as well, the sticker on the box only says 1 year warranty - where are you seeing 3 years?
Next, if you are outside of the return policy (which is 14 days) or even past 30 days (generally an exception is made during this time frame) then under the warranty plan you bought, the unit needs to be sent out to our service center on your behalf, it is then repaired and shipped back. There is no direct exchange type of warranty, and I am unware of any competitor doing this as well for laptops, they are typically all repair first, then if not possible/economical to repair it is then exchanged.
Now onto the store part, maybe I am misunderstanding the first part of your message but did the store you went to direct you to send the unit to Asus yourself or that we would send it for you? As I mentioned above units within any sort of warranty are repaired at our own service center with a couple of exceptions.
05-02-2017 08:57 PM
That Asus Rog is a nice unit. bummer about your display issue.
FYI, The Geek Squad Protection Service Plan, is NOT a warranty. It's a "Service Plan".
As @Drax86 mentioned, and as you were likely informed at the store at the time of purchase, the Service Plan will emulate the manufacturers warranty, with additional benefits, which the manufacturer does not provide. This Service plan comes into "Full effect" after the manufacturers warranty has expired. You still get many benefits of the plan within that period.
While any unit is covered by the manufacturer's warranty, it MUST be shipped to that manufacturer, or to a nearby authorized service depot for repairs or replacement.
Both the Manufacturer and Geek Squad provided you with similar information.
It's possible that you may not have understood your salesperson at the time of purchase, when the plan was explained to you, and understandably you are upset, as you may not realize what the plan actually covers and how the Geek Squad Protection Total Plan works. If this is the same plan you purchased, there is also Geek Squad Protection Plan
however it doesn't have as full coverage.
If you're unsure about how this Service Plan works, you can check out the Terms and Conditions of your specific plan to make sure you understand the process.
If you made the purchase within the past 30 days, you can return to the store with the unit, for a full refund if you so desire.