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New Member
Posts: 2
Registered: ‎09-06-2017

Terrible customer service on a repair.

I am shocked with the customer service received through the Geek Squad. After having a 1.5 yo refrigerator/freezer break, I called Geek Squad because I had bought a warranty. Several Geek Squad agents told me we had a 14 day wait for repair. During that 14 days numerous attempts to speak with anybody in Geek Squad who could answer questions or get the problems resolved, always resulted with me needing to bang my head against the wall because I was able to get nothing accomplished with them. It's like they put people off the street and give them a headset. No one knows any answers and everybody has to talk to a supervisor. Even when I finally spoke to a supervisor, they told me they would have to speak to their manager. What?
When it couldn't be repaired within 14 days they stated we could do an exchange but then was told I would have to buy a new warranty. That's crazy! Why doesn't the warranty transfer over? So I had to pay over $300 to get a working refrigerator. My other option was just to sit and wait and wait and wait until the refrigerator could be repaired. Mind you it's already been 14 days. That's wrong! Very disappointed in Best Buy. I've been a pretty loyal customer but don't think I'll be shopping at Best Buy anymore.
Posts: 8,821
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Registered: ‎01-03-2013

Re: Terrible customer service on a repair.

Good afternoon Andiejj and welcome to the forum! 

Having a refrigerator breakdown after a year and a half would be incredibly frustrating! Not only is being out a major appliance inconvenient, but dealing with such services can be a hassle. As such, we do our best to ensure a seamless service experience, though I'm discouraged to hear your area may have been booked out for a couple of weeks. 

With that said, it sounds like you were approved for an exchange. When a replacement rather than repair is provided under a Geek Squad Protection plan, this fulfills the plan, and thus the plan may not be transferred to the new device. Furthermore, each plan is typically associated to the specific product, so we would not be able to transfer such a plan. I apologize for any disappointment that this may have caused you, as I understand you may not have been planning on the replacement or repair costing you anything. Please also know that while we recommend Geek Squad Protection plans, they are not a required to be repurchased if you do not wish to. 

For more information on your Geek Squad Protection plan terms and conditions, please select the appropriate plan by your purchase date here

Respectfully,

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-06-2017

Re: Terrible customer service on a repair.

Thank you for your reply. If I am going to spend 3k on an appliance....of course I am going to get a warranty. Considering the product was identical, then the warranty should have been transferable. I didn't get a different appliance. On the day we finally got approved for an exchange, I received a call from the repair service company advising the tentative mail out date for 2 of the parts that needed to be replaced would be Sept. 12 and 25th. I would have been with out a fridge and freezer for OVER A MONTH!!!!!! What in the heck kind of warranty is that?????? My only two options were to wait a month or more for a working appliance or pay more money for a working appliance. Lol. Sounds like a lose lose for me. Perhaps if I could have dealt with people who knew the policies and procedures and could have explained every thing to me in a logical way....I would not have such a bad taste in my mouth. I have lost all respect for Best Buy and have no desire to deal with them again. There are other stores out there that can supply the same products. And I find it ridiculous that Best Buy does not have anyone who deals with complaints. They have set up a wall around their corporate offices so as not to have to know anything about their customers. That says alot about a company.
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Posts: 8,821
Topics: 103
Kudos: 330
Blog Posts: 19
Solutions: 365
Registered: ‎01-03-2013

Re: Terrible customer service on a repair.

Hello again Andiejj - 


As I mentioned previously, replacing your refrigerator would fulfill the plan, and a new plan would still need to be purchased. I apologize if these terms and our processes weren't explained to you previously. 

With that said, please know that our team works out of the corporate offices, and I've ensured your frustrations have been well documented. If you should need any further assistance, please let me know. 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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