They apparently did not like what I had to say...so they moved it without any forwarding thred. Here it is again.
First of all, over the past 5 years, my wife and I have bought app. $5,500 worth of electronics/appliances from BestBuy (Sony 26" LCD TV., a Sony Camcorder, Frigidaire Dishwasher, Frigidaire Microwave, GE. Range/Oven and last but not least, a Samsung Refrigerator). We are even in the market for a 52" Samsung LCD TV. at this time. However, with the taste that's now been left in our mouth, we will never buy from B.B. again. While they are very little help with covering an item under it's own warranty, their own "extended" warranty is a complete joke. It stands for nothing because they conveniently classify everything as a "cosmetic issue", thus not falling under their warranty. Case in point...less than a year after buying our Frigidaire Dishwasher (along with B.B.'s extended warranty), one of the racks began to rust which is usually what happens after about 10 years when the rubber finish on the rack wears through. But after a year??? We called BestBuy to see about getting the rack replaced and they said it was a "cosmetic issue". Huh??? We called Frigidaire and they sent us a new rack, no questions asked. Thanks for the help B.B. We demanded that they return the unused value of the extended warranty and they did.
However, just today they topped that one. We had a problem with our Samsung Refrigerator (French doors, bottom freezer compartment) which we bought from B.B. Less than a year ago. It has a "deli" tray which slides out. The lid on that tray automatically opens as it slides out. Today, one of the prongs that holds that lid in place broke and the lid simply came off in our hands. It's a mechanical, moving part of the refrigerators internal operation. When we called B.B. about it, guess what?..They said it was a cosmetic issue. Huh (again)??? How can this be cosmetic when it's a moving part that without it, there is no way to regulate the temperature or humidity in that compartment? It's not like it got scratched or dented. It broke!!!! We told them that we were going to call Samsung and they told us "go ahead, they won't do anything for you either". So, we did in fact call Samsung directly and guess what?..This was a recall item and they're sending us a whole new deli drawer, lid and all, no questons asked. Again, thanks for the help B.B.
Here's the funny part. The Samsung rep told us that B.B. Has the worst customer service in the industry. They suggested that we work with Lowes, Home Depot or even S*ars in the future when buying appliances. They also told us that many times, B.B. sends a repair person out to your house who has little if any experience. They either don't know how to fix the item or they us some excuse about parts being back ordered or unavailable and you end up in limbo for an extended period of time. Based on some of the comments I've read, that certainly seems to be true. Also, since B.B. has to go back through their "insurance" to make a claim and get the repair of the item financed/paid for, they're at the mercy of the insurance company and apparently won't fix anything until they get that insurance money (i.e. if it's under the manufacturers warranty, don't deal with B.B., rather call the manufacturer direct).
It took us awhile, but we've finally learned. Never again.
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