[schultz9200]

Well heres the deal with that. We use a system on the computer called Eticket which processes repair and part orders. When putting through the repair order it notifys us what price the customer will be charged if any. Say for your repair the process would be. Key/Buttons - Buttons Missing - Approve Exchange - "The customer will be charged the price of $119" - The we can click yes or no.

So there is no tweaking of the process anymore. Since the changes of the TEP (Total Equip. Protection) we are no longer able to send back a physically damaged unit unless we charged you. Otherwise the store will get a chargeback of the retail price. So at the moment any physical will not be covered under the TEP for free.

What the rep told you was your best option as an in-store fix would have been $119.

Just as a reference guys:

If you have TEP:
Physical Damage $50 deductible or $119 in-store
Software issue $0

If no TEP:
Physical Damage $119
Software $35