Best Buy & Geek Squad Policies

[lunabeamsc]

I bought a frontloader Whirlpool washer and dryer in 2005 to be stacked in a washcloset on my second floor.  I also bought the five year best buy plan.  When the washer was deliver it was damaged due to the installer forgetting to remove the metal bars that hold the drum in place.  Since I ran the washer the first time and it locks for five minutes...the drum was damaged.  They have done service on the washer FIVE times and finally Best buy 'junked' it.  

Here is my problem.  I bought the machine to be stacked for a 2nd floor closet.  They now don't make this model anymore or anything similar in size.  Customer service will only replace my washer.  How am I supposed to stack a dryer on top of a different size washer.  This is very unsafe to my child and myself.  I paid almost 600 for each unit.  I hope Best Buy will do the right thing and junk the set so I can have a SAFE washer and dryer in my house that actually works!

[GeraldRose]

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lunabeamsc wrote:

I bought a frontloader Whirlpool washer and dryer in 2005 to be stacked in a washcloset on my second floor.  I also bought the five year best buy plan.  When the washer was deliver it was damaged due to the installer forgetting to remove the metal bars that hold the drum in place.  Since I ran the washer the first time and it locks for five minutes...the drum was damaged.  They have done service on the washer FIVE times and finally Best buy 'junked' it.  

Here is my problem.  I bought the machine to be stacked for a 2nd floor closet.  They now don't make this model anymore or anything similar in size.  Customer service will only replace my washer.  How am I supposed to stack a dryer on top of a different size washer.  This is very unsafe to my child and myself.  I paid almost 600 for each unit.  I hope Best Buy will do the right thing and junk the set so I can have a SAFE washer and dryer in my house that actually works!

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Although that is an unfortunate situation, BBY is under no obligation to replce a perfectly working dryer for you. The only scenerio I see that happening if if it were purchased as a "single" unit meaning they are only designed to be sold together and there is not an option to just buy one of these units. It is one of the risks you run when buying merchandise that goes with a different product.

[Elizabeth-BBY Community Supervisor]

Hi lunabeamsc,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days.

[Allan-BBY Community Connector]

Hi lunabeamsc,

I can definitely understand being concerned with how safe it would be to stack a washer on top of your dryer that doesn’t match, and it sounds like you have physical constraints that wouldn’t allow you to place a new washer alongside your existing dryer. I would also like to thank you for posting your concern since I had never personally addressed this type of issue before, and by looking into your situation I learned something I didn’t know previously.

A laundry package Performance Service Plan (PSP) that covers a washer and dryer pair that is intended to be stacked according to the manufacturer we should replace both units if certain criteria are met. If one of the units is approved for replacement, both units are the same color, and we are no longer able to provide the customer with the same exact model unit that was approved for replacement we would replace both units including the one that is still functioning properly.

I did look into this and I see that your washer was approved for replacement on 6/12/2009 and due to the fact that we were not able to find that exact washer your dryer was approved for replacement on 6/30/2009. If you haven’t already processed the replacement I would be more than happy to offer my personal assistance in helping you process the replacement, and if you want to take me up on my offer of assistance just send me a private message. To send me a private message you should make sure you are logged into the forum, click on my icon, and then click on the send this user a private message link.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[lunabeamsc · Accepted solution]

Thanks Allen!  I really appreciate you looking into this for me.  I am very pleased that Best Buy junked both products so that I could have a safe (same size) replacement pair.  I went tonight and purchased my new washer and dryer and also upgraded.  Thanks for the excellent customer service, I will be a repeat customer!  

Jessica