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Posts: 1
Registered: ‎01-04-2018

Customer Service Problem

[ Edited ]

On 12/31/17, the Samsung dryer we purchased from Best Buy ~1.5 years ago began to make a loud squealing/grinding sound.  I called Best Buy customer support, because I thought we had purchased a service plan but was not sure.

The gentleman on the phone was very helpful, but he noticed that we had only purchased the service plan for the washer.  I didn't think this made any sense, and he agreed.  There is no reason to only purchase the service plan on the washer.  Hopefully it had just been entered wrong in his system.  

He helpfully connected me to the contracts department, and I registered for a call back when my wait time was up.  I received the call back within the expected 15 minutes.

When I explained the issue to the new Customer Service Rep, he informed me that I had indeed only purchased the service plan for the washer.  And that the washer and dryer each cost the same amount of money.  I expressed to him that something was wrong, because it made no sense that we would have made this decision.  On large purchases, we buy the service plans.  I inquired if there was a note in the system stating that we had refused the service plan on the washer.  He never really answered this question.  He did refer me back to the service contract and payment I had made several times, even though I explained that I understood I had only signed for the washer.

I honestly feel that the salesperson made a mistake in only giving us the service contract for the washer, but not the dryer.  There is no reason that we would have purchased the pair, each for the same price, but only purchased a service plan for the washer.  I asked what could be done to remedy the situation, and his reply was that I had signed a contract, and nothing could be done.

So I asked to speak to a manager.  The manager gave me the same reply - nothing could be done and I was the one who had mistakenly signed the contract.  This still did not make sense to me, per the above comments.  When I again asked what could be done, he told me that he could not do anything.  I think let him know that if nothing at all was done (at this point, I wasn't expecting a perfect resolution of reverting back to the service plan that was incorrectly sold to me -- but I was expecting something could be done by a major, multinational, box-store, service company), then I would be sharing this story with my friends, neighbors, coworkers, and anyone on Facebook and Twitter that cared to listen (along with never shopping at Best Buy for anything ever again).  

His response was, "We respect your decision as a consumer."

Wow.

 

Today I paid Mr. Appliance $272.47 to repair the dryer that Best Buy mistakenly did not sell me a service plan on.  I have the receipt.  I would like some form of restitution for this error.

If nothing is done, I will share this story on Facebook and Twitter, and complete the story to my friends and coworkers that have already heard it to this point.

If something is done, I will share this with the friends I have already spoken with, and nothing else will be published anywhere.

 

Thank you,

Dirk (removed per forum guidelines)

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Posts: 3,801
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Registered: ‎12-23-2016

Re: Customer Service Problem

Hello Dirk,

 

Thanks for joining us at the Best Buy Community forums. I’m sorry it has taken so long to get back to you on this. We’ve been exceptionally busy recently and we’re working hard to catch back up with everyone that came to us for help recently.

 

As the previous agent you spoke with let you know, if you did not purchase a Geek Squad Protection plan on your dryer, we would not be able to provide you service on that appliance. Depending on the cause of the issue, however, the problem with your dryer may be covered under your manufacturer’s warranty. With dryers some parts are covered for more than a year, so I would recommend reaching out to Samsung at their web site or at 1-800-726-7864.

 

Regarding your poor experience with your purchase, and not getting the plan you thought that you had purchased, I’ll be happy to document this in our corporate systems as well as reach out to the store where you made the purchase so they can use your feedback to help prevent this from happening again in the future.  I’ll just need you to reach out to me via a private message by using the link in my signature below with the customer service PIN or order number from your purchase receipt. If you don't have that, the phone number you provided when placing the order may help.

 

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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