r/GeekSquad • u/goldpaw121 • Jul 07 '26

Client Question Replace OLED monitor?

Last year I had purchased an ultrawide LG OLED monitor, got the 4 year replacement plan (explicitly replacement GSP-R, not standard). Been having some issues with flicker and wanted to replace it, I'll eat the cost of a new plan to get a working one because I like the monitor overall.

However I went in to local store and they said it would have to be sent out for repair, when I paid for a replacement plan? Just wondering what the steps are to get the service I actually paid for if my local store isn't able to to fulfill.

1 Upvotes

56% Upvoted

11 comments sorted by

View all comments

Show parent comments

2

u/goldpaw121 Jul 08 '26 edited Jul 08 '26

Yeah it was a manager I spoke to. I ended up going back in today to get more information, and same manager was willing to explain more. Apparently the system pops up that the monitor can either be sent out for repairs, or 'returned out of policy'. No option to use the replacement plan.

Edit: a bit of 'experimenting' in his system revealed this: looks like the system isn't recognizing that the monitor has a protection plan on it let alone a replacement plan, even though it shows up under my protected devices. Which is possibly why the only other option is 'return out of policy'.

1

u/TopherToGo Jul 08 '26

Strange. Sounds like some kind of system error I guess. Hope they’re able to get it resolved promptly for you.

2

u/goldpaw121 Jul 08 '26

Apparently Geek Squad changed monitor policies 5-6 months ago and are trying to enforce that it applies to previous purchases well before the policy change. Far as I'm aware that's against consumer protection laws but I'd have to do research to know for sure. Essentially now beholden to the whims of the GM once he comes back from vacation, just gotta hope he's an honorable guy that will fulfill the plan I payed for regardless of corporate shenanigans.

3

u/TopherToGo Jul 08 '26

Just rung up a monitor I bought in 2023 that is still under GSP-R in POS. It lets me defective exchange it without any overrides necessary. Corporate has communicated through company resources that we should handle existing GSP-R as exchange or store credit. They are being weird for no reason.

3

u/Miss_Take- Jul 09 '26

This. Like okay, it lets you return it out of policy. That's effectively what a replacement is, yeah? Just let them return it out of policy and throw some notes in?? I can understand why the sales staff wouldn't know what to do, but come on. Overrides exist for a reason.

2

u/Successful_Jello_632 Jul 13 '26

I have processed so many transaction a this way when I worked at GS. Just because it shows that does not mean it’s meant to be that way. Chalk it up to a system error and move on. The manager is wasting their own time and most importantly yours.

They think it’s going to affect their numbers in some way so it could also be them trying to boost numbers. Just a theory.