Best Buy & Geek Squad Policies

[Katiec21]

I have a lg washer purchased at best buy in 2009. I purchased an extended warranty through geek squad. Beginning January 2012 our washer stopped working due to a OE error. It is now April and it has yet to be fixed. First Geek squad sent out a ridiculous company that never spent more than five minutes looking at the machine and said that could not find the error. The error occurred during a full wash cycle but they said they never had time to run a full cycle. After multiple complaints and many missed appointments they eventually replaced the pump and control panel. The company then refused to come back so a new company was sent to repair our washer. The new company has come four times and has replaced drainage hoses and a pressure valve and are scheduled to replace the control board again! The geek squad policy states after four repairs a replacement would be given if problem not fixed. However they state that I have I only have had two qualifying repairs because they were done through the same work order number. I have been without a washer for over three months. I have taken off work over 10 times for scheduled visits some of which no one showed up. I have spent an average of 50 dollars a week at laundry mats washing clothes. The money spent at this point would have already paid for a new washer. All the customer service reps tell me they don't know why it is not being replaced but the supervisors and board that approve replacement are rude when they call and state it won't be replaced. I have had all I can handle with geek squad and this washing machine. I have an attorney looking into the clauses on the warranty and they would like to contact the geek squad in writing or phone. When I asked to get a number for the to contact or address I was told no one could give out that information. They did however remind me my warranty is about to run out!!!! I will never ever purchase another product from best buy due to the lack of support from customer service. It will be my mission to post all my geek squad and best buy experience on Facebook, twitter, forums, blogs, communities and anywhere else needed to tell how horrible this has been!! This warranty has cost us more than the cost of the machine and we still have a product that doesn't work!!! Geek squad is just dragging their feet till our warranty runs out!!!!!! Horrible service to say the least.

[Ryan-BBY Senior Social Media Specialist]

Hello Katiec21 - 

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi Katiec21,

After spending $50 a week at Laundromats, and hearing how long we have been trying to repair this washer, I can completely understand you being upset. I can also say that seeing how long this unit has been in repairs would be disappointing for anyone.

After looking into your requests for service, and reading your account of this, I believe I understand why this has taken this long. It sounds like the problem is intermittent, and will only present itself after the washer has been on for a while. It is true that no technician would be sitting around at a customer’s home in the hopes that they can duplicate the problem. Because of this the service centers are most likely ordering parts based solely on your description of the problem; this is certainly not the most accurate way to diagnose what parts are needed to repair the washer.

I can understand you wanting your service plan to replace the washer, but I should point out that our service plans are intended to repair the item they cover. Your plan would replace this washer if there have been three previous qualifying repairs, and there is a diagnosis that a fourth qualifying repair is needed. A repair would not be each time a technician visited your home; instead would be when a non-consumable part(s) are installed, and due to that part(s) installation the technician closes the current work order because the unit is now repaired.

I called the service center, and they stated their technician should be coming out to your home to install the part today. Let me know how this appointment goes.

Thanks for posting,