01-23-2009 08:53 AM
01-23-2009 09:59 AM
Nothing's certain in the new economy, but I do agree that Best Buy is obligated to provide you with a replacement refrigerator of equal quality at no additional cost. You did pay them for a refrigerator that would keep food cold, and you did pay them for an extended warranty that I'm sure they wanted you to believe would prevent the entire experience you are having. If they only have more expensive refrigerators that are supposed to do what the one you paid for was supposed to do I don't see how that's your problem! They took your money, your food should be cold. It seems so simple.
It's not a good sign that this national company is reduced to nickel and diming miserable dissatisfied customers like you. Obviously they must think this is how they have to do business now. Get every penny they can, and screw 'em if they don't like it. I really doubt that any newspaper articles or TV spots will change this. This is the attitude of a dying store and there is nothing we can do to advance or forestall their death. A little competition would help. But, on the other hand, the automakers are still hanging around...
01-31-2009 06:28 PM
I don't know why I am weighing in here, but here's my 2 cents (remember -- that's all I claim it is worth)
I am a former retailer who is worn down by the deteriorating customer service relationships maintained in this country. Sadly, consumers are part of the problem, as they make completely unreasonable demands and get righteous when the retailer won't meet them. In this case, I don't think your complaint is unreasonable -- but your demands may be. Here's my advice:
If your response is "yes, but" and you feel that you are wronged, here's what the Haier website has to say about itself:
Euromonitor, the world's leading independent business intelligence provider, recently released a report that Haier Refrigeration became the No. 1 brand in the world. Despite the current economic climate, Haier has had a 20% growth in annual sales volume. Founded in 1984 Haier Group Co. Ltd. is the world's fourth largest white goods manufacturer with distribution in over 160 countries.
If you are determined on THIS model, I would suggest you go to the HaierAmerica website -- and hit their customer service button and see where that takes you. At the very least, I would imagine Haier would offer you a deal on another Haier -- from another source since they don't do business with Best Buy either.... but would obviously like to know there is a satisified Haier customer. The problem with this option is that you need a working frig, and you don't have one for awhile if you don't get an instant hit with Haier -- which you won't because it will take them time to research the information.... there are LOADS of fraud complaints out here in the public. People DO want something for nothing, and corporatins cannot tell us apart.
Don't give up, but don't be unreasonable. I've said on other forums -- just stay reasonable and persistent, but don't stay focused on YOUR solution. Identify what is a reasonable outcome given what you have put into this....and what you got out of it (you had a frig that worked for several years). Likewise, check with the manufacturer warranty going forward for food spoilage...that's the best source of satisfaction. They have more at stake in protecting their good name.
Good luck!!! Please let us know how it all works out. I've been there girl -- and I know how easy it is to lose perspective. You will win -- but you have to be sure what "win" you are entitled to.
02-02-2009 02:07 PM
Good job. The first complaint I've read with actual documentation and vaild. I hope they accept your offer you wrote in orange ... keep us all posted
Savvy Shopper has some good points except one. You said never buy their protection plan. If she hadn't purchased the plan then she would have nothing. All she could do is contact the manufacturer for them to say ... you have a 90 day limited warranty. Your SOL since it's been 2 years.
While this has been heck (being polite) for her, at least there is some chance of soemthing happening for a replacement. Once a retailers 14 or 30 or whatever return policy has ended they have no responsibilty for the product. But she was smart and purchased the dreded protection plan and has a option still. I don't buy them on every product, but on expensive things I do .... so I don't have expensive paper weights later on.
02-02-2009 09:00 PM
I appreciate your perspective on the service plans, but in this economy, you are basically buying insurance against the thing breaking, and the reality is that you can typically pay less for a repair in the rare occurence that the item breaks outside the warranty but before the service plan expires. The rule of thumb is to purchase the service plan if you cannot afford to replace the item, but know that some astronomically high number of items fail during the manufacturer warranty period. If you never buy an extended service plan, the amount you will save over time will typically take care of the odds of something breaking. Consumer reports suggest t hat if you are the type that feels "safer" with these plans, set up your own "rainy day" bank account and put any money you would want to pay for the plan into it.....and in the case where something really fails, use that money to replace it. And use Consumer Reports to look for the most reliable brands......you do often get what you pay for....and it's our consumer demand for ever lower prices that force even the good manufacturers into making lower quality products (Best Buy's own internal brandes -- Insignia and Dynex have major quality differences).
Remember that some retailers and credit cards extend the manufacturer's warranty -- and buying a service plan basically means you are prepaying repairs that you may never need. It's a personal philosophy.
Here is Consumer Reports take on it:
"For the consumer, extended warranties are notoriously bad deals because:
We have long advised against extended warranties. In fact, we feel so strongly that consumers are being misled about them that last year we took out a full-page ad in USA Today (see below) to warn shoppers.
In general, we have found extended warranties to be a bad deal for the customer. The most cautious consumers might want to consider an extended warranty for a repair-prone brand, provided that the warranty is both inexpensive and comprehensive and the cost of repairs tends to be high.
We understand, of course, that a small percentage of people will get stuck with a lemon or be confronted with an unusually expensive repair job. Statistically speaking, someone is going to draw the short straw. But those are the exceptions rather than the rule. And it simply doesn’t make sense to let the tail wag the dog. Not only that, but think about this: Retailers now offer extended warranties for almost everything under your roof. We’ve seen them for $30 cordless telephones. Does it really make sense to purchase extended warranties for your dishwasher, television, DVD player, washer, dryer, stove, computer, and so on?
Insurance, be it for your car or for your home, is designed to protect you from catastrophic losses you can’t easily cover out of pocket. Product repairs simply don’t rise to that level. "
02-03-2009 03:34 PM
The things I've used their (and a few other places) plans on has saved me money. Especially in the game or ipod departments.
Recently I had my Guitar Hero World Tour go out. $189 +tax. They only have a 90 day warranty. I'm beyond that, but received a new one because I invested $30. I had a Ipod classic battery go out. A $125 repair, but I paid $30 so BB gave me a new one.
Granted I did loose $7 on a shuffle plan because I washed it My stupid.
Now I do have plans on my Wii and my TV. I doubt I'll use those ones. But I still have invested less in those then what I've saved on the others. I don't have a bunch of them, or put it on everything. I just depends on how much the thing is going to be used. You have to do your homework, and not make a spur of the moment decision at the cash stand.
02-03-2009 08:01 PM
Thanks. Very good examples. And I will add to it that you have 14 days before you have to buy the plan, so you should wait at the very least until you are sure you will keep it.... and check your options (credit cards, warehouse stores etc. often extend warranties). Elsewhere on the site, folks are asking about getting refunds for plans if they change their mind.
Good luck all.
02-03-2009 08:23 PM
its not 14 days for all items
14 days to buy a plan on a 14 day return item
30 days to buy a plan on a 30 day return item