Covert/GSC Partnership

May, 2011Confidential – Internal Use Only

Customer contacts Covert

Covert Agent determines potential

hardware issues.

The Covert Agent offers to send their unit in for service.

The Covert agent gathers all pertinent

information & relays to Geek

Squad City

Geek Squad City sends box to

customer

Geek Squad City Repairs unit, and

collects payment if necessary

Geek Squad City returns unit direct

to customer

The MissionTo provide customers the option of sending their unit direct to service if needed as part of their Covert experience.

The Vision

The Value Turn time reduction Convenience for the customer Combination of segmented repair channels Increased COD Opportunity White-label Opportunity

Star

tPhase 1:

7 days

The Team Lena Anthony – GSC Chad Mountz/DK– Covert Nate Omann – CSG/Apple

BBY CONFIDENTIAL

Summary

Current Process• When a client connects

with a Covert Agent and has a laptop hardware issue, they are sent to their local precinct to have the product shipped to Geek Squad City for repair.

New Process • The hardware issue will

be assessed remotely. If client needs to have the computer sent to Geek Squad City, the client will be given the option to have a laptop box shipped to them. They will then be able to ship the product directly to GSC for repair.

BBY CONFIDENTIAL

The Trial

• Launching pilot with 5 Agents.• Results will be tracked to test scalability.• All laptop repairs (PSP, MFG, and COD) are eligible to be sent.• Anticipated potential volume based on the following assumptions

of 280 per 8 hour day– 10% of calls potential due to hardware pre diagnosis– 14 agent on average working per hour– 25 calls per hour on average for agents– 2.5 call potential per agent per hour= 35 per hour potential

(2.5*14agents)

BBY CONFIDENTIAL

The Process Flow

BBY CONFIDENTIAL

Setting Expectations

• If a client declines repair estimate, they will be required to pay $84.95 for the diagnostic.– Say: "Please note, this service requires $84.95 to cover diagnosis

and shipping. Should you authorize a repair, this amount will be applied toward the total. This fee is not refundable but does cover all costs involved with shipping your laptop to and from your house as well as our diagnostic.”

– Do: Make sure to manage customer expectations around cost of diagnostics, repair and shipping.

• In the case that software repair is needed, Geek Squad City will provide the client with a quote for the repair.

• PSP/MFG clients must be aware that if the service is not covered or no hardware issue is found, they will be required to pay $84.95.

BBY CONFIDENTIAL

Setting Expectations (Continued)

• Most repairs will take 7-10 business days, but may vary depending on part availability.

• Client is responsible for backing up their own data.• Client must sign the service disclaimer that GSC will ship to them

in order to have the computer serviced.• Repair status can be tracked at http://www.geeksquad.com/repair-

status/

BBY CONFIDENTIAL

Setting Expectations: Recovery Discs

• If a client needs to restore their system after a repair, they will need to order the recovery discs from the manufacture like normal. They also have the option of sending in their restore discs with their unit if they have them.

BBY CONFIDENTIAL

GSC Repair Brands

The following brands can be repaired at GSC:• Apple• Acer• Dell• Gateway• E-Machine• Samsung• HP• Compaq• Toshiba• Sony• Asus

* We would highly recommend avoiding anything that is 4 years and older as the parts for them may be hard to come by.

BBY CONFIDENTIAL

The Process: Share point site

• If the client approves service, submit the GSC SharePoint form.– http://sp.bestbuy.com/corp/SBG/home/gsc/drdphone/Lists/Remote H

ardware Service/AllItems.aspx– Verify client information, warranty status, etc. in Breeze if necessary.

BBY CONFIDENTIAL

The Process: What happens next?

• The client will be shipped a box that contains:– Cover Letter– Customer product info sheet– Service Disclaimer for customer to sign and return– Service Disclaimer copy for customer to keep– Packaging Information/ Instruction sheet– Label to ship to Geek Squad City

• GSC updates SharePoint site to show that the box was shipped.• Computer is received and repaired as normal.• GSC will provide client with quote and collect payment.• Will be shipped 2nd day air with signature required to the client.

BBY CONFIDENTIAL

Projected Repair Timeframe

Create to Ship

0

Ship to Receive

2.0

In Center TT

2.74

Complete to Ship .51

Ship to Receive

2.0

Receive to Pickup

0

• Average projected repair time is 7.25 days.• Repair time with current process is 14.8 days.

BBY CONFIDENTIAL

Metrics & Tracking

• Access the tracker from the current weebly site or tinyurl.com/coverttracker

• All interactions must be meticulously tracked in order to accurately gauge scalability.

• Filling this out with every client, regardless if they approve or decline sending a client the box, is critical to the success of this pilot.

BBY CONFIDENTIAL

Launch

• Pilot launch date is 5/14/2011

The End

May, 2011Confidential – Internal Use Only