Manufacturer Warranties and Protection Plans

[tsv9071]

I have an appliance that is covered under the extended warranty I purchased from the store. I was told that a technician would be dispatched to repair the item. When I called to determine the status of the repair the company told me that they would not be sending a technician. I called back to 888-BEST-BUY, after being placed on hold and transferred over the course of almost two hours I was unable to get anyone to assist with my claim. Had I not initiated the call to the service contractor I would never have know that they would not be coming to fix the item. This situation has created a tremendous inconvenience. At this point I want the item replaced. If I don't get an authorization to get this replaced today I will be in front of the store where I purchased the item to let every customer who walks in that store know why they SHOULD NOT purchase in extended warranty. It will not be pretty. This is fraud and the company should be accountable!!

[Dorothy-BBY Community Supervisor]

Hello tsv9071 -

Kyle, from our Community Connector team, will be reaching out to you regarding your service concern.  I appreciate your patience until he is able to contact you.

[tsv9071]

There have been some new developments. They arranged for another tech to come out but he too cancelled. After spending a great deal of time on the phone I spoke to someone at your corporate office named "TJ". I now have a return authorization number. Thanks for your reply and if you know TJ please tell him I said Thanks!

[Kyle-BBY Community Connector]

Hello tsv9071,

I know appliance repairs can be very urgent situations so I was quite disheartened to read that you were having troubles getting a repair appointment.  Our In-Home repair support team is equipped to partner with technicians (3^rd party or in-house) to make sure you have the soonest appointment available so there should not have been any discrepancies in whether or not a technician was coming or not.   We have also been experiencing a high volume of calls lately so I apologize for the wait you encountered when trying to follow up with us.

I am really glad to hear that TJ was able to effectively walk you through this and resolve the matter for you though.  I do know him and will absolutely let him know you are grateful.  It sounds like you’ll be getting that replacement just like you wanted! 

Thank you for taking the time to post on our forums and giving us the opportunity to assist you!

Best wishes,