Terms of Service
IMPORTANT NOTICE: These Terms of Service apply only to “remote services,” which means Geek Squad performs technology services for you over the telephone at 1-800-GEEK-SQUAD (1-800-433-5778) or via the Internet. Please note that different Terms of Service apply to services rendered at Geek Squad Precincts (such as Geek Squad locations within Best Buy stores and other retail establishments), at Geek Squad stores, or from Geek Squad Agents who visit your home or business. Geek Squad locations in Puerto Rico are excluded from these Terms of Service.
Geek Squad® refers to a line of technology services provided by Best Buy Stores, L.P., a subsidiary of Best Buy Co., Inc. (All subsidiaries and affiliates of Best Buy Co., Inc., are referred to as "Best Buy.") Any reference to Geek Squad in these terms of service is a reference to Best Buy.
Terms and Conditions
REMOTE SERVICES
(a) General Services: Geek Squad will attempt to diagnosis your technology problem, provide an estimate of applicable service fees (plus applicable taxes), and then provide you with a technology solution over the telephone or via the Internet. In certain cases, however, problem diagnosis and support may not be completed because of a problem with your computer or its configuration that is beyond our control.
(b) Remote Support Services: Remote support services may be offered to you over the telephone or via the Internet if your PC was built within the last four years, you have a working cable or DSL high speed Internet connection, and your operating system is Microsoft Windows XP or newer. If you elect to receive remote support, then Geek Squad remotely logs on through your high-speed Internet connection to view your computer desktop from the Geek Squad Covert Operations Center. Geek Squad stays in contact with you to keep you fully briefed on every step of the process as your technology problem is resolved. Remote support may involve the installation of software on your computer that will allow Geek Squad to provide the remote support services. By electing to receive remote support, you agree to allow Geek Squad to use whatever tools deemed necessary to repair your computer, including remote access. You understand that if remote access is used on your computer there will be no residual software from the remote session; however, there may be a text file placed on your computer that will explain the work that was done on your computer. If such a text file is placed on your computer, you have the option to either save the file for future reference or to delete it from your computer.
(c) Software Demand Services: Software demand services may be offered to you by Geek Squad. If you elect to receive software demand services, you are electing to purchase software downloads. In such event, Geek Squad will transfer you to a third party who will provide you with information about the software and who will collect your payment information. Geek Squad transfers you, at your request, to the third party for your convenience; however, Geek Squad does not warrant or make any representation about the services or software provided by the third party. Ask about the third party’s privacy policy as it is different from the privacy policy that applies to Geek Squad’s collection and use of your personal information. Also ask about the service and software warranty applicable to the software download you receive from the third party as that warranty differs from Geek Squad’s service warranty.
(d) Your Responsibility: You understand and agree that prior to contacting or allowing Geek Squad to perform diagnostic repair or other services on your computer, it is your responsibility to back-up the data, software, information or other files stored on your computer disks and/or drives. You acknowledge and agree that Geek Squad shall not be responsible under any circumstance for any loss or corruption of data and/or software.
SERVICE LIMITATIONS; LIABILITY
(a) LIMITATIONS TO SERVICE: GEEK SQUAD RESERVES THE RIGHT TO REFRAIN FROM PROVIDING ANY OR ALL REQUESTED REMOTE SERVICES AND INSTEAD REFUND YOUR PAYMENT, WHOLLY OR IN PART, ON THE BASIS THAT YOUR TECHNICAL NEEDS OR OTHER REQUIREMENTS ARE UNUSUAL OR EXTENSIVE AND BEYOND THE SCOPE OF THIS SERVICE AGREEMENT AS REASONABLY DETERMINED BY GEEK SQUAD.
(b) FORCE MAJEURE: If Geek Squad's ability to render remote services is impaired by you or circumstances beyond the control of Geek Squad, Geek Squad may choose not to provide or to discontinue remote services.
(c) LIMITATION OF LIABILITY: To the extent permitted by law, you agree that Geek Squad’s total liability for damages related to its remote services is limited to the total amount you pay for the remote services, and you release Geek Squad from liability for any indirect, incidental, special, or consequential damages. GEEK SQUAD IS NOT LIABLE FOR LOSS, ALTERATION, OR CORRUPTION OF ANY DATA OR FOR YOUR INABILITY TO USE YOUR COMPUTER EQUIPMENT OR OTHER PRODUCT.
SERVICE WARRANTY
If you are not satisfied with remote services received from Geek Squad, please call 1-800-GEEK-SQUAD (1-800-433-5778) for resolution. We warrant our remote services for 30 days following the date you received remote service; however, for repairs necessitated by a virus or spyware, the service warranty is valid only if the anti-virus and anti-spyware protection for your product is installed or updated during the repair or promptly thereafter (i.e., before you connect again to the Internet). If there is a problem with the service provided by Geek Squad and if you notify us within the warranty period, we will work to remedy your problem quickly and at no additional cost.
PRIVACY POLICY
For information about the collection and use of your information, please refer to Geek Squad’s Privacy Policy, which is available at www.geeksquad.com or by contacting Geek Squad at 1-800-GEEK-SQUAD (1-800-433-5778).
LEGAL NOTICE
California Master Registration Number: E 81713. Best Buy Stores, L.P., d/b/a Geek Squad, 7601 Penn Avenue South, Richfield, MN 55423-3645. Contact Geek Squad at 1-800-GEEK-SQUAD (1-800-433-5778).
LAST UPDATED: February 16, 2007
IMPORTANT NOTICE: These terms of service apply to services ("Pay for Support" and "In-Home Service") ordered from Geek Squad by phone at 1-800-GEEK-SQUAD (1-800-433-5778). Services ordered at a Geek Squad precinct (either standalone or in a Best Buy store) may differ from the terms of service defined here.
Terms and Conditions
PAY FOR SUPPORT
(a) Services: Geek Squad will attempt to diagnose and solve problems over the telephone for an applicable fee. In certain cases, however, this may not be possible because of problems with your computer or its configuration that are beyond our control.
(b) User Responsibility: You understand and agree that before Geek Squad performs diagnostic repair on your computer, it is your responsibility to back up the data, software, information, or other files stored on your computer disks and/or drives. You acknowledge and agree that Geek Squad shall not be responsible under any circumstance for any loss or corruption of data and/or software.
IN-HOME COMPUTER SERVICE
SCHEDULING
Standard service hours are Monday — Friday 9 A.M. to 7 P.M., Saturday 10 A.M. to 5 P.M. Additional charges may apply for rapid response or service outside of standard hours.
SERVICE JURISDICTION
Geek Squad sets the Service Jurisdiction for each city and store. If a location lies beyond Geek Squad's standard Service Jurisdiction, additional travel charges may apply. To determine if your location is within a Geek Squad standard Service Jurisdiction, inquire at a Geek Squad Precinct inside a Best Buy store, use geeksquad.com’s zip code Service Jurisdiction interface, or call 1-800-GEEK-SQUAD (1-800-433-5778) for information and applicable travel charges.
ADDITIONAL SERVICES
These are available only to customers who have already purchased one on-site service and must be one of the following: software installation, software service, memory installation, sound/video card installation, network card installation, modem installation, CD/DVD-RW installation, or CD/DVD-ROM installation.
INSTALLATION AUTHORIZATION
For on-site services, a person at least 18 years of age must be present during the entire time period services are provided. If no adult is present when the Geek Squad agent arrives, services will be denied and a $129 cancellation charge will be assessed.
RESPONSIBILITY
It is your responsibility to back up all software and data on your computer's hard drive(s) and/or any other storage devices before the Geek Squad agent arrives. Geek Squad and/or its third-party service provider shall not be responsible at any time for any loss, alteration, or corruption of any software, data, or files.
MINIMUM SYSTEM REQUIREMENTS
(wireless home networking only)
At least 10MB free hard disk space and 32 MB RAM on each computer
Operating system and/or ISP passwords must be available
Microsoft Windows 98 SE operating system or later
Operating system discs and key codes must be available
All computers and/or peripherals must be in good working order and spyware free
Broadband services, if any, must be installed and operational before service, including modem connections. DirecPC™ and DirecWay™ broadband are not covered by Geek Squad services.
For narrowband (dialup) networking, Best Buy will connect only to MSN or EarthLink.
ACCESS
The Geek Squad Agent must have 1) access to your residence or business and the computer(s) and/or peripheral(s) to be serviced, 2) your consent and cooperation to enter your residence or business, 3) a safe working environment, work space, and 4) electrical power. If the Geek Squad Agent determines that these conditions have not been met, services will be denied and a $129 cancellation charge assessed.
IN-HOME HOME THEATER SERVICES
ADDITIONAL CHARGES
Installers will provide an estimate to you prior to performing work that requires an additional charge. Additional charges, fees and expenses may apply if your location is outside our installation coverage area. Payments for additional charges: C.O.D. payable by credit card or personal check.
CABLE/SATELLITE
For the best results, we recommend scheduling installation of cable or satellite prior to the arrival of your home theater installer, so that Geek Squad can ensure proper integration with your whole system.
RESPONSIBILITY
Geek Squad Home Theater installers will not be held responsible for moving any furniture or valuables. Geek Squad Home Theater installers will not, under any circumstances, move, alter or install electrical outlets. It is recommended to have necessary electrical work performed prior to installation service.
INSTALLATION AUTHORIZATION
Someone at least 18 years of age must be present at all times on the day of installation to approve all work completed.
LABOR ONLY
Installations do not include any parts or accessories (for example, wire, cable, speaker mounts or similar parts), except as specifically set forth on the detail page for the applicable installation service.
LATH & PLASTER
Geek Squad cannot warrant that installations involving lath and plaster walls will not result in cracks on the wall. Geek Squad will do everything in our power to eliminate the possibility, but due to the nature of that type of construction, Geek Squad will not be responsible for any resulting damage to your wall.
EVERY INSTALLATION INCLUDES:
- A pre-installation survey upon arrival at home.
- Connection of your newly purchased components in one (1) room, using exposed wire connections.
- Integration of your newly purchased component(s) into your existing and working system.
- When audio or video components are installed, we will program the remote controls for those components. Please note that separately purchased remote controls (like a Harmony® or Universal) can be programmed with the purchase of 1 of our remote programming offers.
- Neatly dressed wires and cables using wire ties when necessary.
- A brief educational demonstration of the newly purchased components which the installer has connected.
- Cleanup of wire clippings, drywall dust, or any other debris caused by installation.
- Note regarding wire/cable concealment: Locations that involve inadequate access for standard wall fishing to the wall where the wire is to be hidden, or the wire is to be hidden in a wall that contains insulation, vapor barriers, or any other obstructions, wire may be concealed by installer-provided paintable or matching track molding (which may require a return visit). Installer will finish wall fished cable exit points with a bushing, plate or spackle. We will spackle any area where access holes were created in the walls. The customer shall be responsible for any repainting.
- A 1-year limited warranty on all labor included with professional installation services. Geek Squad’s professional installer will correct any material defects in the workmanship of the installation services you purchased if reported to Geek Squad within 1 year of the date services were completed. This limited warranty does not include any warranty on parts or equipment.
PAY-FOR-SUPPORT AND IN-HOME SERVICE TERMS
SERVICE LIMITATIONS
Geek Squad and/or its third-party service providers reserve the right to refrain from providing any or all services ordered and refund the customer's payment, wholly or in part, if minimum system requirements are not met or if technical conditions (such as wiring difficulties or physical barriers) or customer requirements are unusual, extensive, or beyond the scope of this service agreement as reasonably determined by Best Buy and/or its third-party service provider.
FORCE MAJEURE
If Geek Squad and/or its third-party service provider's ability to render services is impaired by circumstances beyond the control of Geek Squad and/or its third-party service provider, Geek Squad and/or its third-party service provider may choose not to provide services.
LIMITATION OF REMEDY
Under no circumstances shall Best Buy, Geek Squad, and/or its third-party service provider be liable to you or any other person for any damages, including without limitation any indirect, incidental, special or consequential damages, expenses costs, profits, lost savings or earnings, lost or corrupted data, or other liability arising out of or related to the services provided by Geek Squad and/or its third-party service provider or out of the installation, de-installation, use of, or inability to use your computer equipment, hardware, peripherals, or the network as a result of the services provided hereunder.
Geek Squad shall not be liable for any failure or delay in performance due to any cause beyond its control. If Geek Squad’s ability to render services is impaired by your failure to cooperate or circumstances beyond the control of Geek Squad, Geek Squad may choose not to provide services. Service can also be denied if dangerous or unhealthy conditions are present including possible code violations. For any un-installation services provided, Geek Squad shall not be responsible for repairing any damage or changes made to your residence.
LIMITATION OF LIABILITY & RELEASE
By signing the form on the opposite side of this page, you agree to release and hold harmless Best Buy, Geek Squad, and/or its third-party service provider from and against any loss, liability, or damage, including without limitation, any indirect, incidental, special or consequential damages, expense, costs, profits, lost savings or earnings or liability that you, the owner, or lessee may suffer arising out of, or related to, the services provided by Geek Squad. This includes but is not limited to data loss or lack of function in any component or element of your computer system and/or peripherals, any changes or alterations to your residence (for example, changes to walls, baseboards, floors, etc.) as a result of Geek Squad and/or its third-party service provider's agents, partners, and/or third-party service providers, regardless of the warranties, disclaimers, and waivers particular service and shall constitute liquidated damages and are a reasonable estimate of damages to you. Some states do not allow limitations or release of certain damages or liability, so the above limitation of liability and release may not apply to you.
CHANGES, CANCELLATIONS AND REFUNDS
To change your order: You must contact Geek Squad Guidance Engineers at 1-800-GEEK-SQUAD (1-800-433-5778).
To cancel your order: You must contact Geek Squad Guidance Engineers at 1-800-GEEK-SQUAD (1-800-433-5778) at least 2 hours prior to the scheduled service. The payment amount will be fully refunded in the manner the purchase was paid.
If you are not satisfied with your service: Call 1-800-GEEK-SQUAD (1-800-433-5778) for resolution. We stand behind our Pay-for-Support services for 5 days. We stand behind our In-Home Service for 30 days. If there is a problem with the service we provided and you notify us within the allotted time period, we will work to remedy the problem quickly and at no additional cost.
LEGAL NOTICE
Geek Squad® refers to a line of technology services provided by Best Buy Stores, L.P., which is a subsidiary of Best Buy Co., Inc. (all subsidiaries and affiliates of Best Buy Co., Inc. are referred to as "Best Buy"). Any reference to Geek Squad in these Terms of Service is a reference to Best Buy.
FOR IN-HOME SERVICES PROVIDED IN CALIFORNIA
An estimate as required (Section 9844 of the California Business and Professions Code) for repairs shall be given to the customer by Geek Squad in writing, and Geek Squad may not charge for work done or parts supplied in excess of the estimate without prior consent of the customer. Where provided in writing, Geek Squad may charge a reasonable fee for services provided to determine the nature of the malfunction when preparing a written estimate for repair. For information contact the Bureau of Electronic and Appliance Repair, Department of Consumer Affairs, Sacramento, CA 95814.