Best Buy & Geek Squad Policies

[lynne]

Replaced dishwasher, range, microwave and fridge on 7/3/10.  Chose all Samsung appliances.  Big mistake.

Here is what I bought:

fe-n500wx  range

rf4287hars fridge

dmr78ahs/xa  dishwasher

smh9187st/x microwave

So far, I have had to replace the range TWICE because the front right induction burner stopped working.  The other burners worked fine and the display gave me no error messages. The first time it went out I called BB and explained to the employee that I was within my thrity days of purchasing it and he told me to call geeksquad.  I didn't want to call geeksquad to repair it, I wanted it replaced.  He told me I still needed to call geeeksquad.  I didn't get the impression he really cared or wanted to help me.  I called geeksquad and sat on the phone with them for 30 minutes setting up my account and answering the same questions over and over again.  Finally the rep told me they could get someone out with in a few days to repair it.  I said, "wait, I was told this was going to be replaced as I am within my 30 days"  She said she had no knowledge of that, so I would have to call the store back.  UGH.   So I did.   

When the same thing happened on the second stove a couple of weeks after IT'S replacement BestBuy sent a geeksquad appliance technician out to my house who knew absolutely nothing and told us that we should just get a non induction range.  Nice, helpful option.  Thanks.  Not impressed with that customer service.  BB replaced it again. Time off of work to deal with the replacement again, numerous phone calls, etc.  If your keeping track, this is my third stove in about 5 or 6 weeks.

NOW ON TO THE CURRENT ISSUE.  Refrigerator stopped working on 8/17/10.  What precipitated this was about a week before this we went to open the fridge and it was black.  We unplugged it for a moment and plugged it back in.  It started working again.  Okaaaay.  Left to run some errands, came back to half of our fridge food frozen.  Oh my.  The  thermostat was at 36 degrees.  I raised it to 40 then back down to 38,  the food thawed with in a day or so.  I am no appliance tech but I wondered if it was a bad thermalcouple or something.  On 8/17/10, it was toasted.  Nothing could get it to start.  Tried different outlets, tested the circuit breaker.  Nothing.  This is a six week old $3,000.00 fridge, people.  I called BB as soon as they opened on 8/17.  I think I spoke with Kevin a manager of some sort, who  was really nice.  I expressed my concern about all the food I was losing as I didn't have another fridge or alternative method for keeping it cool.  Of course the fridge was full of groceries from shopping on 8/15.

Kevin spoke with Terrance, the General Manager, and someone who I had dealt with on my previous issues with the two stoves.  They decided to replace it two days later rather than repair it.  That was fine with me but I asked about the food loss and all.  Someone would have to be responsible for the cost of losing a couple hundred dollars of food.   He said Terrance would give me a call back about that on 8/20 as he was in meetings for a couple of days.  I said that was fine.  He has not called.

Basically, everyone I have dealt with at the Blaine, MN Best Buy has been responsive and helpful up to this point.  I am completely dissatisfied with the quality of these products and fear what the future holds for these beautiful, brand new Samsung appliances.  To spend over $5,000 on them and have them break down like this is awful.  I expect some options being made available to me by Best Buy and replacement of the food I lost.  Best Buy assumed the responsibility and replaced the defective fridge, I expect replacement of lost food as well.  This defect wasn't my fault.  I also would like some options available to me as far as security for the future with these appliances. I turned down the extended warranty, but I suppose that looks to be a poor decision, doesn't it?

I would appreciate a response from BB about how this can be made right with a good customer who had very high hopes for her large purchase.

[JM]

Hello, Lynne, and welcome to the Best Buy Forums.

Quick question: Do you have Geek Squad Black Tie Protection on your fridge?

Best Buy assumed responsibility for your defective fridge because they are able to send it back to Samsung for manufacturers credit. However, the food within is not considered part of the product. If you have Geek Squad Black Tie Protection, I know certain level of plans on appliances cover food spoilage. However, if you do not, then Samsung is the company you'd most likely need to refer to in regards for a credit of the spoiled food.

In either case, I'm not that familiar with the appliances Best Buy carries, but I am with the return/service plan policies, nevertheless, in this case, a Community Connector will be better able to assist you in regards to this matter. One should be contacting you within the next several business days. Your patience during this time is much appreciated.

[lynne]

JM-

Thanks for your input.  No, I didn't elect to buy the blacktie protection.  

My contention is this:  BB needs to stand by their products.  They are sending the fridge back to the manufacturer because it is defective.  They should have to deal with Samsung and the food loss claim as well since this is part of the defect-not me.  If this would have happened in the first 30 days, would BB have taken care of it? The big picture here is that I purchased the products about 6 weeks ago and have had three major problems.  I spent more than $5,000 on this purchase and have had nothing but problems.  It would be ashame if BB did nothing to fully satisfy their customers problem because of a technicality.

[JM]

Not a problem, Lynne. I'm glad I'm able to provide some input before a Community Connector officially addresses the thread.

I can see your point, however, at the same time, Best Buy is the purveyor of Samsung's products, not the manufacturer of them (which I know you're aware of, I'm simply addressing the "BB needs to stand by their products" mindset). It is Best Buy's job to, 1, stock the product, 2, provide the information to help you make an informed decision on your purchase, 3, deliver it/install it (if applicable), 4, support the product within the first 30 days, and then 5, if purchased, provide service plan support and service. While, yes, the unit will be sent back to Samsung, Best Buy does not have a way of putting in a claim, within normal return/exchange procedures, to be reimbursed in such a situation.

There is also a reason Best Buy offers Geek Squad Black Tie Protection on appliances, especially in this case, fridges - to protect the consumer against failures and, then, food spoilage. It is up to the customer, if they decide to not purchase the GSBTP Plan, to take on the risk of food spoilage. I could see the complaint in a better light if Best Buy did not offer such protection, but they do, and if you opt out, then you assume the risk.

To summarize, had Best Buy manufactured the product itself, then yes, they would definitely be the one's to request reimbursement from, however, in this case, Best Buy did its job to replace your unit (outside of the exchange period, from what I can see, as well). Had it stemmed from improper installation, then I could see the case, however, given the fact that it is Samsung's product, not Best Buy's, I personally would see Samsung as responsible.

That's at least my opinion.

Edit: To add onto that, directly as a consumer (and not an associate of Best Buy); I own a fridge purchased from Best Buy, and I paid for the GSBTP. I'd like you to consider this, from my perspective - say you had purchased the GSBTP for your fridge, and you came to this forum, and read this thread (and let's say the person who made a thread like this did receive reimbursement from BBY, to hypothesize), you'd probably feel pretty ripped off, right? I personally, as a GSBTP buyer, would think, "So, I paid for a plan for specific coverage - food spoilage included - but regardless of if you have GSBTP or not, Best Buy reimburses people for it? Then why did I buy the plan?"

Just my opinion as a consumer who does invest in Geek Squad Black Tie Protection Plans.

[lynne]

Well, in looking at the bigger picture, I don't assume for a minute that Best Buy would want to risk making a good customer in to a former customer over a technicality.  I am not ignorant of how retail business works and know that there is a way for Best Buy to make this right for their severely inconvenienced customer.  I think that all situations are different and this should be looked at holistically and not so narrowly. 

Also, as a seller of these products I feel that Best Buy has a responsibility to the customer who made the choice to purchase from them and follow through on all aspects of the replacement of the defective unit until satisfaction, especially when it has been only 6 weeks.  Again, looking at the whole picture, it's pretty ridiculous to put a customer through all of this. 

[Melissa-BBY Senior Social Media Specialist]

Hello lynne,

Ryan, from our Community Connector team, will be reaching out to you regarding your concerns. Thank you for your patience until he is able to contact you.

[Ryan-BBY Senior Social Media Specialist]

Hello lynne,

I was disappointed to read about the experience you have endured after recently purchasing all new Samsung appliances for your home.  After multiple replacements of your range and now your refrigerator I can totally understand your frustration at this point.  Purchasing new appliances should be a fun experience and not a stressful situation.  I truly apologize for any inconvenience this situation has caused you. 

It seems like all of your appliances are now functioning correctly, which is good to hear.  It sounds like your major concern at this point is the loss of food caused by your initial defective refrigerator.  Unfortunately we do not have a way to reimburse you for what you paid for that food outside of our protection plan.  However, I understand your frustration and want to see what I can do to try and help you. 

I want to continue our conversation and gather some information from you.  I will be sending you a private message shortly.  To view your private messages, first ensure you are logged into our forums and click on the envelope icon in the upper right hand corner.

[lynne]

Well, my stove is broke again! I am on my third stove now and the right rear induction burner no longer works. I dont understand how this keeps happening. I get no error message on the display and everything looks to be working fine the burner just won't warm at all. I have done all the trouble shooting of course. I am completely dissatisfied with this appliance and need to pick something else out at this point. It is such a shame that I can't seem to keep the appliances that i really want from breaking. I have had to tell numerous people to stay away from samsung for appliances. Please reach out to me about what I need to do about this. I have already had a Geek squad tech over to service it the last time it broke. They were completely unhelpful. Please contact me.

[Ryan-BBY Senior Social Media Specialist]

Hello lynne,

I reached out to our store leadership for some additional assistance in resolving this issue.  I cannot believe that the rear burner is out on your third stove.  They may reach out to you directly.  I will let you know right when I hear back from that team. 

[lynne]

Still haven't heard anything.....