Best Buy & Geek Squad Policies

[matwater]

I purchase all of my applicances from Best Buy and have extended warranties.  sure enough when something was wrong with my LG Refridgerator, it was just out of policy.  I called the Geek Sqaud and they came out.  My freezer compartment was making an extremely loud knocking noise - sounded like a fan blade hitting a huge chunk of ice.  (Sure enough that was the problem.) Technician spent a couple of hours fixing it - turns out the tube that fed water to the ice maker needed to be re-adjusted - it was creating a very slow leak (one drop) - that overtime was accummulating out of sight and built up to a huge ice chunk, that, when large enough, the fan blade was hitting. since it was out of warrantly this cost me $130 out of pocket.

Turns out about 60 days laets the freezer started making the same noice again.  So I called them and explained - they said it was out of the 30-day service warranty and I explained the situation to a phone technician and he said we will still send someone out - never indicated at my cost (after epxressing my concern.) Sure enough there was another ice chunk - created by the same leakage from the tube.  Technician fixed it and adjusted my water flow convinced it would do the trick this time.  He agreed that this was the same issue - and was "undectable" in a 30 day period because of the slow build up.  He said he would speak to his supervisor about reversing the charge (which he collected another $109 that night) and asked me to call the supervisor that next day.  I did - twice - never got a call back.  Finally called customer service and expressed my concerns - supervisor called back and after I explained my problem - he said it was too bad I was out of warranty (30 day geek squad warranty period after the last service).

How is that fair consumer treatment when (1) problem is not detectable in 30 days due to the nature of the problem - which should have been fixed the first time anyway (2) technicaian admitted the problem and that is was not detectbale and that is was re-work since it was not fixed the first time - even documented this in the repair description and (3) have a receipt emailed to me that does not state anything anywhere about a 30-day warranty to begin with - isn't teh receipt my official record of the transaction, and shouldn't is state retrun/warranty periods. Order #{removed per forum guidelines}.

I think this warrants a report to the BBB or any other concumer reporting agencies as the consumer is paying (1) for lack of technicaian expertise as problem was not fixed in first place (2) receipt CLEARLY does not indicated a 30 day warranty period, glad I have a copy for proff, any legal follow up and (3) problem is acknowldeged by technician (who did work on this both time) - as same problem/same cause - and also acknolwedged that is was undetectable due to nature of problem/slow ice build up that can be re-discovered until ice builds up enough for blade to hit it - which is after 30 days.

This will also drive future consumer behavior that best buy will not like.  I am inclined to call again before this second 30-day period is up because I have no idea until we take the unit apart again if the ice is still building up.  So to protect myself, I am better off having someone come out - just because I am not certain - and it could be a wasted trip, time and money for best buy.  I will also encourage other to make sure to have a technicain come out before the end of the warranty period unless you are absolutely sure the problem has been fixed.  This could add up to a lot of extra labor for best buy that they are bringing on themselves.

[Dorothy-BBY Community Supervisor]

Good afternoon matwater -

Justin, from our Social Media team, will be reaching out to you regarding your concern.  Thank you for your patience until he is able to touch base with you.

[Justin-BBY Community Connector]

Good afternoon matwater-

Welcome to the forums! 

When you use your LG Refrigerator everyday, things that warrant repair services are bound to happen.  I can't imagine having a leak that has accumulated over time due to a malfunctioning tube in your ice maker, much less going through the experiences that you have with our technicians.  I'm very sorry that we have not met your desired satisfaction. 

Looking more into your issue, I have already gathered your order details and am currently partnering with the service technicians in hope of turning this around for you.  I cannot make any guarantees on an outcome, but as soon as I have any updates, I'll let you know by sending you a private message.  If you have any other comments or concerns, you may reply to this topic or send me a private message. 

Thanks for posting,