Manufacturer Warranties and Protection Plans

[mutahmac]

   In the past six months or so the geek squad has been at my house to repair my maytag refrigerator. It is always for the same thing. The ice maker starts making noise and then the reFrigerator stops working. The first time he was here a couple of times made some repairs and within two months it was broke again. They came back and fixed it again after three times. Well its six weeks later and its broke again. In between this the extended warranty ran out. I received the renewal late and mailed it after calling best buy. But guess what they refused the check as it was late or was it they knew this refrig was a piece of garbage. When I first bought it I had the same problem but after about five trips the maytag repairman fixed it. I attempted to reason with the call center people but all they could say was it was past thirty days so no warranty on work same as last time. I tried to explain but to no avail. I guess the GEEK SQUAD NEEDS MORE ABLE PEOPLE TO MAKE REPAIRS. At this time I have lost about $200.00 in food. I am thoroughly disgusted with BESTBUY. I am glad I received a discount coupon from LOWEs BECAUSE I THINK I AM USING IT TOMORROW. best buy THANKS FOR A LESSON LEARNED.

[Elizabeth-BBY Community Supervisor]

Hi mutahmac,

Allan from our Community Connector team will be looking into this and following up with you shortly.  Thanks for your patience!

[Allan-BBY Community Connector]

Hi mutahmac,

I truly do apologize that we have not been able to provide you the service that you expected, and I’m sure that having four repairs in one year is enough to drive you mad.

I did look into your repair history and I show that we repaired your refrigerator in February of 2009, March of 2009, May of 2009, and June of 2009. I also see that the first two of these four repairs were covered by your Performance Service Plan (PSP) that expired on 4/4/2009, but the last two repairs were not covered by your PSP.

We do warranty all of our services for 30 days, and your third repair was mistakenly covered by our service warranty since it was initiated past 30 days from when your last repair had been completed. Your fourth repair was covered by our service warranty since it was initiated within 30 days from when your third repair was completed.

We do try to get letters sent out to our customers informing them that their service plan will be expiring soon, and explaining how to renew their service plan if they desire to do so. These letters are not guaranteed to be sent to every customer, nor do we guarantee that they arrive in a timely manner. It is ultimately the customer’s responsibility to keep track of when their service plans are going to expire, and then to take the necessary steps to get their service plan renewed.

This is not to say that I can’t understand being upset with having had to go through four repairs on your refrigerator so far this year, but given that your service plan has expired and so has our 30 day service warranty on your last repair any further repairs would be at cost to you. If you have any specific requests for me in this matter I encourage you to send me a private message by logging into the forum, clicking on my icon, and then clicking on the send this user a private message link.

Thanks for posting,