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New Member
Posts: 3
Registered: ‎06-07-2018

Unable to get help

I got a new LG frig about 14 months ago. I called on April 26th to get the compressor fixed, as there was no cold air in freezer or frig. The appointment was set for April 30 between 12-5. I took the day off work and no one showed. At around 2pm when I was checking on status, I was told the appointment was for the following Monday, May 7th. So, I was to be without a refrigerator for 12 days. To add insult to injury, my knee was just replaced so I would have no ice packs and my meds that need to be refrigerated would go bad. I started what would turn out to be 29 days before my frig was fixed. I have spent over 21 hours total on the phone, have been disconnected after hold times of up to an hour, have been transfered to the wrong departments more times than I can count. Have been lied to (that tape is being routed to corporate) and still can't get anyone to help me. They claim I am entitled to $200 food replacement and that they did everything within warranty. 

If that is the warranty, PLEASE DO NOT BUY ANY ESSENTIAL ITEM from BEST BUY.

If someone has a way to reach the Executive Resolution Specialist Team, that would be most helpful. I was told to reach them by 3 different 3rd party "special agent" supervisors. When I call, I am asked for a name or the operator won't put me through. No "special agent" or supervisor has been able to give me a name.

 

HELP!!!

Posts: 2,368
Topics: 17
Kudos: 211
Solutions: 123
Registered: ‎11-29-2016

Re: Unable to get help

Good afternoon, Amanda_WH,

 

Although I wish your visit to our forums were under more fortunate circumstances, I do appreciate you taking the time to share your experience with us.  Having to wait any amount of time for your refrigerator to be repaired can be frustrating, so to hear you’ve waited 29 days before your refrigerator was finally repaired is especially disheartening. 

 

Please know our Support Forums are moderated by associates here at Best Buy’s Corporate Headquarters, so you’ve definitely come to the right place for help.  While it sounds like you’re aware, our Geek Squad Protection (GSP) offers our customers the option to receive up to $200 in spoiled food should your freezer or refrigerator fail.  If you haven’t done so yet, you can follow this link to begin the process of receiving your food spoilage allowance.

 

If you have any other questions or concerns, please don’t hesitate to visit our Support Forums again.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-07-2018

Re: Unable to get help

I am well aware of the $200 food spoilage, which has been quoted by one representative as $150 and another specialist as $250. I have the form, photos and receipts along with doctors notes.  I have been told that my extensive poor treatment on the part of Best Buy, along with what may be negligence, warrants the Executive Team. I wish I could get some assistance in reaching them. I am aware that one supervisor is forwarding the recording from a recent telephone conversation with one of the specialist, as it may be illegal in what she told me.

If you would like to speak with me privately, I am available and quite happy to add our conversation to the 22 hours of conversations I had so far and have taken notes on.

 

Thank you

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Posts: 2,368
Topics: 17
Kudos: 211
Solutions: 123
Registered: ‎11-29-2016

Re: Unable to get help

Hi Amanda_WH,

 

I apologize for any miscommunication regarding our food spoilage allowance.  To clarify, your mention in your initial post of being eligible for $200 in reimbursement is correct.  If you have any other questions regarding your GSP, you can follow this link to review the full terms and conditions.

 

As I mentioned, I am located here at Best Buy’s Corporate Headquarters, and I’ll be more than happy to continue to work with you to address your concerns.  For me to discuss this with you further, I’ll need some additional information from you.  If you’d be so kind as to send me a private message with the following information:

 

  • Your full name
  • Your phone number
  • Your email address

 

This should be enough information for me to locate your repair service with us.  If there’s any additional information regarding your experience you’d like to share with me, please don’t hesitate to include it in your message.  To send me this information privately, be sure to use the blue “Private Message” button in my signature.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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