With rafts of new technology and connected devices entering people’s homes, Best Buy has announced that the Geek Squad will be rolling out a nationwide service known as ‘Total Tech Support’. Up until this point, Geek Squad has been offering one-off services for helping customers with solutions for broken laptops, virus control or the installation of a new TV, for example. However, the new Total Tech Support service for $199.99 per year via subscription will encompass unlimited support by phone, online or in-store, and will include making available troubleshooting and fixing of computers, help with setting up home theaters and new home networks.
Best Buy says that the program thus far has been operating a pilot scheme over the past year with 230,000 consumers at 60 stores, which subsequently expanded to include 200. Home visits by staff will still cost $50, but this will be a discounted rate in most cases, and the all-embracing service will also include discounts on repairs and extended warranties. The company claims that, “For the first time, customers can get help for all their technology and appliances, immediately and easily, no matter where or when they bought them.”
“This kind of service used to be available on single products only, but now essentially covers all of the electronics and appliances in your home,” said Trish Walker, president of Best Buy Services.
“This is a big transition for Best Buy and Geek Squad,” said Matt Bonin, the retailer’s vice president of services. “We’re transitioning from a transactional business to having more of a support relationship — supporting all of the technology in a customer’s home.”
Best Buy purportedly decided to expand its Geek Squad service after it started to see a shift in survey results suggesting that customers would need wider support offerings in light of the increasing number and complexity of home-use gadgets entering the marketplace. The company will also offer a free at-home consultation with an expert to get a sense of how to better use technology in their homes. Best Buy stresses that most customers will still feel they need to purchase warranties for each of their devices or gadgets in addition to an optional annual Total Tech Support subscription.
Will any forum members here make use of such a service? Perhaps the average AV forum member is too tech savvy and not the target for Best Buy’s new scheme? It would be great to hear your comments.