06-09-2010 11:04 PM
WE PURCHASED A $900 DISHWASHER FROM BEST BUY 6 MONTHS AGO THAT HAS NEVER ONCE CLEANED A LOAD OF DISHES. WE PURCHASED THE MOST EXPENSIVE GEEK SQUAD EXTEND WARRANTY ALONG WITH THE DISHWASHER. THE GEEK SQUAD AND BEST BUY HAVE NOT HONORED THE CONDITIONS OF THE WARRANTY. AS OF TODAY, BEST BUY CONSUMER RELATIONS HAS DISMISSED US AND "WISHED US LUCK" WITH OUR APPLIANCE. HERE IS OUR STORY, EVERY BIT OF WHICH IS TRUE:
We purchased 2 Samsung appliances from the Best Buy store in Torrance, CA in January of 2010. The 2 appliances and extended geek squad warranty were purchased on our best buy credit card, totaling about $3000. The Samsung refigerator (model #RF266AEPN) has performed fine thus far.
The dishwasher, samsung model# DMR78AHS, has never once successfully washed a load of dishes. Not once, in 6 months. We were originally instructed by Best Buy and Samsung to try a different soap. We experimented with this for a couple of weeks to no avail. The dishes that come out of our brand new $900 dishwasher are not just spotty, they are dirty. We give up and call the store - they said we are now out of the 30 day return policy (because it took them 2 weeks to deliver, add in another 2 weeks for their recommended soap experiments) so we must call Geek Squad to use our extended warranty. We breathed a sigh of relief, as we purchased the PREMIUM EXTENDED GEEK SQUAD PLAN we knew we would be taken care of. We could not have been more wrong.
GEEK SQUAD VISIT #1 (March, 2010)
The repairman runs through the cycles on the dishwasher and claims the functionality of the appliance is fine. He suggests trying different soap, other than the multiple brands we had already tried. He also suggested running the hot water in our kitchen sink prior to running a load of dishes. After running the hot water in the sink,he instructed us to allow the dishwasher to fill up with hot water, and then stop the cycle to allow the water to empty. The technician explained that after repeating this cycle 3 times (yes, filliing the DW COMPLETELY with water 3 times, then emptying it) the dishwasher would produce a clean load of dishes. The technician instructed us to do this every time we did a load of dishes Although this seemed incredibly wastefull (and ridiculous considering our hot water heater is less than 10' from the sink and gets hot relitively quickly) we oblige him and say we will give this a try. We try the hot water method and different soaps and eventually we give up. Still dirty dishes from our $900 dishwasher. We call Geek Squad to come out and look again.
A side note... our previous dishwasher that we replaced this with worked perfectly!!! It was a 4 year old Kenmore Quiet Performer III. We only replaced it because it was not stainless steel so it did not match the new fridge. We sold it to a neighbor who loves it. Also important to note we purchase our house 4 years ago with a brand new water heater and upgraded piping.
GEEK SQUAD VISIT 2 (May, 2010)
The second repairman does the same routine as the first. He claims the dishwasher is going through the cycles properly and should be working. We of course didn't care the dishwasher is cycling properly, because it was NOT WASHING OUR DISHES!!. The Geek Squad guy insisted the lack of performance was either a problem on our end or a problem with the soap. It was so insulting to hear that we BOUGHT A $900 DISHWASHER THAT DIDNT WORK AND IT WAS OUR FAULT!!!!! THE SALESMAN AT OUR LOCAL BEST BUY CLAIMED THIS APPLIANCE WAS THE BEST CHOICE FOR US!!! The Geek Squad tech told us there was nothing he could do. We called Best Buy Consumer relations after this visit. Consumer Relations informed us that we would qualify for a replacement under the "NO LEMON POLICY" if the problem was not fixed after the third visit.
GEEK SQUAD VISIT 3 (June, 2010)
The third visit goes the same. At this point we consider it more of a formality, as we are anticipating the replacement after this third visit. The technician determines the dishwasher cycles properly. He understands it does not clean our dishes, but thats not his problem of course. It's important to note the technicians never wait around for a cycle to complete. They just determine the appliance appears to be functioning properly...not that it ACTUALLY DOES WHAT ITS SUPPOSED TO DO - WASH DISHES!!!!
Phone calls with Best Buy Consumer Relations (June, 2010)
After this third visit from Geek Squad we contact Best Buy Consumer relations to discuss the next steps. We get the run around for hours and hours on the phone. We finally get to a Manager at Best Buy Consumer Relations, Renee. We explain our story to Renee and she explains she will review the case files and get back to us. We receive a voicemail from Renee the following day.
Voicemail from Renee, manager at Best Buy Consumer Relation (June 2010)
Renee explains in her voicemail that she regrets to inform us that our appliance does not qualify for a replacement at this time. She indicates the technicians said the appliance was technically working fine, and the fact that it was not washing the dishes properly was a problem on our end. RENEE THEN SUGGESTS THAT WE TRY DIFFERENT SOAPS IN THE DISHWASHER AND WISHES US GOOD LUCK!!!!!!!!!!!!!!!!!
6 MONTHS OF HAVING A DISH WASHER THAT WILL NOT CLEAN SINGLE LOAD OF DISHES AND BEST BUY CONSUMER RELATIONS IS SUGGESTING WE TRY SOME NEW SOAP???? DID THEY EVEN READ OUR FILE??? WE HAVE BEEN DRAGGED THROUGH THE MUD ON THIS IN SUCH A BAD WAY I AM READY TO GET OUR ATTORNEY INVOLVED, EVEN IF IT COSTS US 100X WHAT WE PAID FOR THE DISHWASHER. I HAVE NEVER RECEIVED SUCH HORRIBLE CUSTOMER SERVICE FROM A STORE, EVER. WE BOUGHT A $900 DISHWASHER SIX MONTHS AGO THAT DOES NOT WASH OUR DISHES.
06-11-2010 10:38 AM
06-11-2010 11:52 AM
Welcome to our forums.
After reading your entire experience trying to get your dishwasher repaired, I can certainly understand your frustration at this point. It sounds like you have had multiple visits from our technicians; however, they were unable to replicate the issue your unit is having. I really wish that we would have been able to get this figured out for you much sooner…
It sounds like you have been in contact with your original store of purchase as well as our Consumer Relations team. I apologize that we have not resolved this issue to your satisfaction. I want to see what I can do to try and help. I will need some additional information to be able to assist further.
I will be sending you a private message shortly. To view your private message, first ensure you are logged into our forums and click on the envelope in the upper right hand corner.
06-11-2010 06:34 PM
I appreciate your response, although you have misrepresented the findings of the Geek Squad technicians.
The technicians AGREE that the dishwasher is not washing dishes correctly. For this reason, they recommended going through that ridiculous process (see previous notes) of letting the dishwasher fill and empty 3 times prior to washing EVERY load of dishes!! If the dishwasher was working properly, why would the technician recommend this? Is it in the specification manual for the dishwasher that this process is required before washing every load? Nope. Even after this process is complete, why do our dishes come out dirty? Why did our relatively new Kenmore Quiet Performer III (which is sold at BB) that we replaced work perfectly? This is clearly a problem with the dishwasher. Besides, what motivation do we have to go through this mess if the dishwasher was working properly? Absolutely none.
We do not want anything other than a working dishwasher.
06-11-2010 07:50 PM
It sounds like you have had multiple visits from our technicians; however, they were unable to replicate the issue your unit is having.
Hi mattj, I was thinking the same thing after reading Ryan BBY's response.
Mattj, you are not delusional. This is just the same ol' Best Buy runaround. If you have ever seen the film Changeling, it's like that.
06-11-2010 08:23 PM
I understand completly! I have to wait 3 weeks for a 754.05 refund.....Like i worked and im waiting on my last paycheck or something! I see its no better and even worse with the warrenty! Im Sure that Water Bill was Different!!