Best Buy & Geek Squad Policies

[liraptor]

I purchased a Samsung Side by Side Refrigerator on March 19th, 2012. The delivery will be March 23rd, 2012.

Model: RS265TDRS    SKN# 9791769

Store# 103, City of Industry 91744

Since I focused on the measurement for its located in the kitchen, I confirmed it will fit. However, I realize that my door way has only 32 inches wide.

Base on the specifications on the product page of Bestbuy website, there are 3 depths mention in the dimension section.

Depth Less Door (in.): 29-5/8

Depth Without Handles (in.): 33-3/8

Depth Including Handles (in.):36-1/2

I am just wondering if the delivery person will remove the Refrigerator Door to let it able to go through the door way when need? If not, I will need to cancel the order ASAP before the delivery. Please the Community Connector kindly advise if I should discuss this issue with the local store.

Also, does the refrigerator come with the water filter?

Thank you for your time in this matter.

Thanks,
liraptor

[CrystalWoW Community Veteran]

Definitely call the local store and talk to them about it.

[Ryan-BBY Senior Social Media Specialist]

Hello liraptor -

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

[Aaron-BBY Community Connector]

Hi Iiraptor,

Good question!  Our delivery teams are generally able to reverse fridge/freezer doors upon delivery, so removing the unit’s doors shouldn’t be a problem.  It’s also my understanding that many fridges that feature water dispensers or ice makers will include at least one water filter in their factory packaging.  I wasn’t able to verify whether or not this is the case for this particular Samsung model though, so you may wish to contact Samsung directly at 1-800-726-7864 for confirmation.

I hope this helps.

[liraptor]

Hi Aaron,

I am really disappointed with this purchase and the Bestbuy Customer Service. My Refrigerator got delivery last Friday March 23, 2012 in the morning. However, the refrigerator came in dents on the right side door. Long Story….

1. The delivery staffs intended to conceal the defects. They didn’t stop and tell me the defects to continuous with the delivery process.

They already loaded the refrigerator (unboxed) on the street outside of my house when called me to notice me they were there. The Right hand of the refrigerator was facing to me when I walk outside. One of the staff was removing the protection plastic from the Left hand side door. Then, I walk around to inspect the refrigerator. I found the dents on the Right hand side door. I stopped them and ask. (I took some pictures at the same time. Please check the picture I attached.)

They told me the dents were there when they unbox the refrigerator.

It doesn’t make sense that they keep continuous with the delivery process even if they found defects on the refrigerator.

2.I called the customer service 1-800-Geeksquad before allowing the delivery staffs move the refrigerator into my house. They measure the path to the kitchen when I call the Customer Service.

The operator gave me 2 options after I explain the situation:

A. Refuse the delivery and call the store for a replacement. It would take a few days only for the re-delivery at free of charge.

B. Receive the delivery and they send a staff to my house to inspect the damage of the refrigerator. Then, they will assign either replace the damaged door only or replace a brand new refrigerator. It would take 2-3 weeks for the parts at free of charge.

Since I need to move away a lot of things before the delivery and put everything back, I don’t want to redo it again. I took the option B and scheduled the Geeksquad come on March 24, 2012. The operator never mentioned any charge for the Geeksquad visit.

3.Then, I let the staffs move the refrigerator into my house. That was amazing to move the refrigerator in place without removing the refrigerator’s door. Here is the only positive thing so far.

4. I ask the delivery staff to write down the following on the Manifest.

“Front Right side of Fridge is damage, (Two dents). Best buy will replace damaged door.” And the staff signed.

5.The Geeksquad came in the morning March 24, 2012. He inspected the refrigerator and made a call to see the availability of the parts. Because he said the replacement Stainless Steel door may not perfect match with the existing door, I took his suggestion to ask for an exchange via in-store.

I received an email notice that there will be a $100 charge for the visit. What happened? Is Bestbuy asking me to pay $100 for checking what damages the Bestbuy delivery staffs made to my new refrigerator?

6.The next day March 25, 2012, I went back to the same store where I ordered the refrigerator. I asked them what the process for exchange and file a complaint at the CS counter. They helped me to schedule the delivery for exchange on March 31, 2012. They also said the only way to file the complaint is call Customer Service (1888-237-8289) again.

7.I called the phone number they gave. There was several operators push me to different departments with 20mins. Finally, I was transferred to the department called “Customer Relations”. However, the auto answer machine told me the department was closed and asked me to call back at Business hours. Great, the last operator transferred me to the closed department instead give me the Phone number!

Now, I am not happy at all and wait for the replacement brand new refrigerator to come. It made me to spend 1-2 hours per day to take care the follow up during last weekend. I also need to stay home again for the re-delivery this weekend.

Aaron, would you please help me with the filing complaint process via email instead of by phone call? I really hate to be push around on the phone call. Also, I can send you the related document scans and pictures via email.

Thanks,
liraptor