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New Member
Posts: 7
Registered: ‎08-11-2017

Worst decision ever to buy extended warranty

Worst customer service ever from Geek Squad on an extended warrenty for our 3 year old washing machine that we bought from Best Buy - has already had other issues that have still not been fixed and now has been down for 3 weeks with no one coming out to look at it and now another rechedule for a week.  Also, yesterday was told the situation would be escalated and we would get a call back yesterday and nothing 24 hours later.

 

Just called again - no one can give me any answers but to call back again tomorrow.  ???????

 

3 year old washing machine, 1st issue never fixed, 2nd issue has left me with no washing machine and 3 teenagers, no help from Geek Squad!!!

 

Smiley Frustrated

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Posts: 641
Topics: 12
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Registered: ‎04-18-2017

Re: Worst decision ever to buy extended warranty

Hello antiguafam5-

 

Our Geek Squad Protection Plans provide our customers with an array of coverages for large appliances, and it’s disappointing to see you are having such difficulties finding anyone to help.  Thank you for letting us know about this on the Best Buy forums, and I would be more than willing to take a closer look into this for you!

 

Using the email provided, when you registered for the forums, I located the phone calls you have mentioned along with the notes provided by our agents.  The appropriate teams were contacted on 8/10 shortly after receiving your phone call about the first unknown schedule change.  Using the information provided an appointment is being shown between the hours of 8am-12pm on 8/15.

 

A few days have passed since your original post time, and I hope you received the follow up you were looking for when you called in and posted on 8/11.  We appreciate all the patience you have and continue to provide us until this Tuesday.  Reply back to us if you need anything in the meantime!

 

Respectfully,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎08-11-2017

Re: Worst decision ever to buy extended warranty

At this time, no one has responded back to either my husband or myself.

 

The original call for this service was 7/24, the machine broke 7/23.

 

Original appointment was over two weeks because they said they needed two people to come out.  Not our fault.

 

Then appointent we waited for was rescheduled.

 

I think we have been plenty patient. 

 

No promises of call backs or service have been kept by your side.  We have done nothing but been patient.

 

Getting ready to buy a stove and don't have any faith in buying it from Best Buy.

 

 

 

 

New Member
Posts: 7
Registered: ‎08-11-2017

Re: Worst decision ever to buy extended warranty

And.......

 

Geek squad finally came out and of course, they didn't have the correct parts, the reason they said they had to reschedule last time was the part had not come in.  We even explained to them we didn't think that was the reason and wondered why they didn't come out first to see what the problem was BEFORE ordering parts.  Going on four weeks without a washing machine with a family of 5. Costing a lot of money and TIME having to do laundry outside the house.

 

4 weeks without a washing machine and it NEVER being our fault for sheduling, etc...  We have ALWAYS been flexible at our end and we have both missed time from work and my mother in law even walked a mile to our home to meet with a service person who ended up not coming an rescheduling.

 

This is unexceptable. 

 

Also, the first issue we had with the washing machine STILL has not been fixed and the Geek Squad guy yesterday said we would have to live with it.   So, we get to live with the fact that the fabric softener cup doesn't emply into the washing machine which then causes extra moldy goodness within the machine.  And I have to pull the drawer out of the machine each time and empty it before I start a new load.

 

Nothing like having a piece of crap 1200 SAMSUNG washing machine that is only 2 years old AND a warrenty that does NOTHING for us but tell us, "your going to have to live with it".  and sorry you have waited so long for....we still a washing machine that we can't use.

 

New Member
Posts: 7
Registered: ‎08-11-2017

Re: Worst decision ever to buy extended warranty

Also, I have contacted Samsung and filed a ticket as well.  They at least seem to be concerned with customer service.  Although the machine is out of warranty for them ( 1 year service has expired) they are concerned with the service we are not getting now with the extended warranty.

 

 

Posts: 641
Topics: 12
Kudos: 62
Blog Posts: 1
Solutions: 41
Registered: ‎04-18-2017

Re: Worst decision ever to buy extended warranty

Hello Again Antiguafam5-

 

I can only imagine how frustrating it must have been to find out more parts were needed after waiting so patiently for the other pieces already!  This is disappointing to me as well and I’m deeply sorry this has taken so long to fix.

 

Your order number shows these parts have all been received and they are scheduled to repair the unit tomorrow 8/18/2017.  I will check back on this repair Saturday when I work next, and I’m really hoping to see the repair was to your liking allowing this washing machine to work as it should.  Thank you for keeping us updated!

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
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