08-09-2017 07:54 PM
Purchased Samsung refrigerator in 3/2016 with Pacific Sales Premium Warrantee. On 7/03/17 we noticed the freezer not working. Everything was cold but completly thawed. We salvaged what we could but ended up losing a lot of high priced items. I call the warrantee immediately. Repair company Appliance Repair Heros came on 7/06/17. I missed a day of work for this. The tech stated that the seals were not working and he is not a certified Samsung tech to make the repair. He would turn in his paperwork the next morning and the warrantee company would have to assign another company to come out. Someone would be calling me on the 7th. Of course no one called. I called back on the 7/08/17 where I was told that they would send another email to whoever finds the repair company. No one called me. In the mean time my deli (middle) drawer above the freezer stopped working losing more food. I called and spoke to customer service up until 7/15/17. Always being told that they were sending an email and someone would call me. I explained that I am leaving the state for vacaion for a week. I was very frustrated. Around 7/20 I received a voice mail from a service rep. I immediately called back upon my return on 7/24 or 7/25. I was refered to A1 Sons Appliance. I was told they would call. No one called. I called on 7/26/17. The voice mail stated they were on vacation through the 28th. I called on Saturday the 29th speaking to a woman who told me she never received paperwork and they do not work on refrigerators anymore because its a waste of their time. REALLY? I called back the warrantee and reported this.Another email will be sent. FInally I spoke to Gay around the 1st? who told me she wasn't sure what to do since these were the only two repair companies in my area to refer me to. After a long conversation of telling me how sorry she was another email was sent. I ended up going back to Best Buy on 8/04/17 to talk to the Pacific Sales manager who called someone high up in the warrantee company? Josh who did call me back that afternoon with a phone number for a company who is scheduled to come out tomorrow, 8/10/17 with the ordered part. WTH!! I'm also being told that in order for me to even get the $250 reimbursment for loss I will have to provide receipts for the spoiled food? Who keeps grocery store receipts for things over 2 weeks to begin with? FRUSTRATED. I'm not the kind of person who demands over and beyond when a mistake is made but they need to make this right.$250 for loss food when I've been waiting for service for over a month???? Also my upper refrigerator motor is louder then before when it kicks on and the temp is reading 37 degrees. I can't wait to see what happens tomorrow. By the way, I have to take an additonal 1/2 day off from work for this.
08-10-2017 10:09 AM
Thank you for your quick response. I do have to point out that your response is a little inaccurate. I stated that the first repair service, Appliance Heros did come to our scheduled appt but he was not a certified Samsung repair person to fix certain things. A1 Sons Appliance never set up an appt. just stated they couldn't help me. Also, I do have another repair service scheduled this afternoon. ALSO, I'm not looking for a replacement or refund for the refrigerator. HOWEVER, I DO think I should be compensated for a larger monetary amount then what is specified in the warrantee for product loss due to the extreme neglect that I've been subjected to regarding the service I am guaranteed with this warrantee. Why is it taking 37 days for me to get a certified repair company to fix my product? Still frustrated.
08-10-2017 05:06 PM
Welcome to our forum. That sounds like a horrible experience, and I am honestly sorry you had to go through this while trying to get your refrigerator repaired. Food isn't cheap, and I can of course understand you being upset that your service plan only covers up to $250 worth of lost food. I can tell you my household doesn't keep receipts for their food, and can certainly relate to you not keeping your food receipts.
How did the repair go today? Can you send me a private message with your name, your phone number, your service plan number, and your work order number? To send me a private message click on the message button to the right of my signature
|Allan|Senior Social Media Specialist | Best Buy® Corporate|
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