Manufacturer Warranties and Protection Plans

[sxr279]

As of today, the Geek squad representatives have rescheduled the extended warranty repair of our washer three times. We are at the beginning of week #3.  It goes without saying, the rescheduling phone calls(from Geek Squad) take place within hours of the scheduled appointment, which besides being infuriating and inconvenient beyond believe, is also very unprofessional and inconsiderate. I have to wait in for them on weekdays for atleast 6 hours.

First they came with the wrong parts(within a week of the complaint Jan 13 ) , then they took 14 more days to reshedule that apppointment, but guess what ... the representative comes and tell that one the parts was damaged and he cannot come before Feb 13. Is this a charitable service? I contacted the call center, they said they need to contact the lead technician, who is obviously out of reach and can only be contacted through email and not phone. I have a baby at home and it is frustrating to have to take the laundry out in the cold for so long despite having a washer at home.

I agree with another users comment " I find your extended warranty to be just a misleading sales practice, designed to fool people into buying a service that Best Buy will not provide in timely manner, which makes the customer fix the problem out of pocket. I am fully aware that is a violation of the warranty agreement, but as of right now, I find it useless to even have. At this point, Best Buy has received the last of my money for any product that it could ever offer."

I am providing my customer ID just in case somebody from Best buy desires to check the above claim Customer ID: {removed per forum guidelines}

[Ryan-BBY Community Connector]

Hello sxr279 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[APR28]

If you had called an independent repairman, I guarantee you would have got service in a matter of days.

When you buy a BB warranty and you happen to need it, you get put in a maze full of dead ends. Un-returned calls; canceling appointments hours before the appointment; broken down service vehicles; no records of any calls taken place; phone systems with a high disconnect rate.

My dryer went out on Christmas eve and I called in the morning to a repairman to make an appoinment for the week after Christmas. He called me back in 10 mintues and said he will be at my house that same day. It's Christmas eve!! He came in and replaced the ignition in 30min to the tune of $110 including the part.

If BB wants to sell warranties, then why can't we expect that type of service?

[redbarron55]

Broken promises, poor service, understaffed, and mis-represented.

As close to fraud as you can get. Does it go over. I don't know, but then I didn't sleep at a Holiday Inn Express last night.

The Premium Protection rakes in vast profits at the expense of the best customers the company has. No protection, No confidence in Best Buy / Geek Squad. No customer support.

As an aside ------ I saw ONE post where a customer got extended warranty service even though CrystalWoW (Best Buy Troll extraordinaire) denied the claim. Even though the customer has the paperwork and posted it.

I guess that loophole has long been plugged.

Good Luck You will need it.

[Allan-BBY Community Connector]

Hi sxr279,

After three weeks without a washer I can see why you would be upset with how long this is taking, and I can also imagine how frustrating it would be to wait for a tech to show up without that happening. I do see that the washer was approved for replacement on 2/3/2012, and you are scheduled to have the new unit delivered to your home tomorrow 2/7/2012. I will check on this on 2/8/2012 to make sure this goes off without a hitch. If you need anything from me just ask!

Thanks for posting,

[sxr279]

Yes, as Allan said they finally approved an exchange after 2.5 hours of phone call. But that just ends the first episode. I go to the store and choose a frigidaire washer and no one has a clue how to process this. It took another two hours to finally order a replacement that was to be delivered today (end of second episode). I check with them about the stacking kit and they said if you have a universal stacking kit it should work

Today the final episode with the stacking kit begins. The delivery person comes and said the stackig kit would not work and they took the washer back. I call the store and they do not know what astacking kit will work. The delivery person says "ELOCTROLUX stackit4x"  store says "stackit2". Unfortunately none them are available in any of the Boston stores or the warehouse ....

Finally I get a call from the delivery people again their best suggestion is I throw out my perfectly working dryer and get a new dryer so that they can find a stacking kit that might work, but which they do not have in store. IS THIS A JOKE . They sell the washer dryer as a stackable unit but they cannot find the stacking kit.

If any body is interested the model numbers are FRFW3700LW (Washer) and dryer is (FRQE7000LW). These are both exchanges from my "no lemon extended warranty"

PLEASE PLEASE PROVIDE SOME SOLUTION without me having to be on the phone for hours or put more of my money down the drain.

[APR28]

If this any help to you, I just purchased a new washing machine from Sears to replace my old front loading washer that was part of stackable unit.

I purposely bought the new washer to be slightly larger than the old one. I stacked my old dryer on top of the new washer and just put some of that rubber material they put under carpets so they don't slide. Unless your washer/dryer unit is visible to guests, I wouldn't worry about mismatched sets as long as the  dryer can sit fairly flat on the new washer.

I've done about 15 loads of laundry since the I got washer. And the old dryer on top has not moved one centimeter.

Most companies would advise against that to protect themselves.

I am sure this well resolved but it shouldn't have even been taken this far.

Check the credentials of the delivery company and I'm sure you'll find they are less than stellar.

[Allan-BBY Community Connector]

Hi sxr279,

Sorry to hear this! I do show that our delivery team showed up yesterday, and you requested that they use your old stacking kit to stack the new washer with the old dryer. They state in their notes that not only is the old stacking kit not compatible to do this, but it should not be re-used if it was.

I am not an appliance expert, and would have no idea what stacking kit, if any, would work to stack these two units. You will need to go back to the store that processed this replacement to see what options would work for your specific needs. I will continue to check on this replacement.

Thanks,

[Allan-BBY Community Connector]

Hi sxr279,

I looked into this today, and it looks like we might have been able to provide you a resolution to your concerns. I show we delivered a new unit to your home on 2/11/2012, and I assume this to mean that your local store was able to provide you a solution. 

Thanks,