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New Member
Posts: 3
Registered: ‎07-06-2017

I would like to file a complaint

[ Edited ]

2 Years ago, I purchased a Samsung Fridge from the Frisco TX store. The freezer and Ice Machine broke on June 3rd of this year. A week later, I found my paperwork and called to have it serviced as I purchased the 5 year protection plan. I was asked to call 1-800-544-9510 to have my warranty repair set up. I called and was placed on hold for a solid 1 hour, 59 minutes. ( I can supply screen shots of the call). I was finally helped by a woman who set up an appointment for service on Thursday 6/29/17 in between 8am and 12 noon. On the 26th, I had not heard from any technicians. I called the service company SCT and spoke with John. He advised me he has no record of an apppointment being made, but shows my request sent over from the warranty company. He said he will email a tech to have someone call me. (I can provide the email  he sent to the tech and cc'd me). I called on 7/3/17 and attempted to speak with someone to get an update. Nobody at the number would pick up (maybe holiday?) so I waited until 7/5/17 and called again. Still no answer. Today is 7/6 and over 1 month since my freezer broke and I have not heard anything from anyone on where my technician is. At this point, I will never buy another appliance from Best Buy nor will I ever buy a protection plan. I want my fridge repaired or I want it swapped out for a working unit. Below is my information from SCT. I would like a response from Best Buy please. Thank you



Service Center Team

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Search by RMA# / SCT# / Serial Number **    
Order Status Customer Contact  
RMA#/CRM# {removed per forum guidelines}
SCT # SCT255952
Status Need Confirm Ship Address
Received Date 06/27/2017
Tech Assigned Date 06/27/2017
Parts Order Date  
Current Schedule Date  
Name: B**** P*****
Address: 9*** B*********E DR.
P********* *******E TX, 76227
Zip Code: 76227
Primary Phone: ***-***-9029
Alternate Phone: 0

Please answer vendor required questions:
Order Description
Problem description:Problem Description: N/A Additional info: How was your item being used? : Personal Use ||Did an accident occur - such as a drop or exposure to liquid? : No ||Problem Description : Not Producing Ice ||Provide additional infor 
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Registered: ‎01-09-2017

Re: I would like to file a complaint

Greetings BPriest79,


Welcome to our forums! I’m truly sorry to hear you’ve had such a poor experience trying to have your refrigerator repaired. I certainly know how crucial it is to a functioning freezer in the middle of summer especially in Texas.


It’s disheartening to hear you were on hold for so long and had a no show from the repair tech. From the information shared with me it appears you have a warranty plan with Warrantech which is sold through Pacific Sales. Since they are a separate company I personally would be unable to provide any insight as to what service requests you may have on file. Due to this plan is not being facilitated through Best Buy or Geek Squad, I recommend giving their customer service team a call at 1-888-825-2678 to discuss this further.


Should you require any further assistance, please feel free to post again!



Javier|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-06-2017

Re: I would like to file a complaint

Awesome. Pac sells these items in YOUR stores and you won't help? Alright, I will be sure to never step foot in Best Buy again. Goodbye

New Member
Posts: 3
Registered: ‎07-06-2017

Re: I would like to file a complaint

You gave me the same number I spent 2 hours on hold last time. What is wrong with you people?