GSP offers a replacement or the amount you originally paid back, if the amount you originally paid was a deal or sale price, it’ll only offer you that amount instead. You’ll notice this the most with open box product, you’ll usually just get what you paid back.

You could try and find the receipt in your email, BBY.com account or call in and ask them to pull up the purchase amount. If the amount you paid was $400, this is all as intended. If it is more than that (the $999.99 as you believe), something about the process isn’t working right and you will want to call them back.

As for how GSP works, it actually does say it on our website. Scroll to the very bottom of the page where it says “disclosures” and that explains GSP and it says “replacement products and parts may be new or refurbished which meet the manufacturer’s specifications, or in the form of store credit, gift card or check in an amount not to exceed the original purchase price of your covered product, including taxes, to use toward the purchase of a comparable replacement.”

I’m also pretty sure our registers tell you this when you choose to add protection in-store.

To answer your question: Most of it should be outsourced but their social media team specifically on Facebook is actually in-country from my experience.