Manufacturer Warranties and Protection Plans

[atldebbi]

I also purchased a 5-year warranty on my LG front load washing machine.  I have has several service calls on it and now the current one, due to a water inlet valve not shutting off.  I informed the BB customer service what exactly was the problem and he told me that would be very helpful for the technician....so three days later (the earliest appt they could give me) the tech shows up and asked, "so what seems to be the problem?"  DUH!!!!  Supposedly the BB customer service used to take the info and a diagnostician was to call and evaluate so that the tech might arrive with the replacement part.  Of course this did not happen and now the tech is so backed up and the part has to be ordered so now I will be with out a washing machine for another whole week!!!  You know, that is absolutely unacceptable.  How is a family of 4 supposed to go for a week and a half (if they in fact even do get the part in) without laundry service?  The whole point of a service warranty is to get  "service" so that you are not inconvenienced.  Not only will I not buy another LG appliance of any kind because they literally STINK, but I will never buy another appliance or warranty from Best Buy.  Dee

[starhelper2587]

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atldebbi wrote:

I also purchased a 5-year warranty on my LG front load washing machine.  I have has several service calls on it and now the current one, due to a water inlet valve not shutting off.  I informed the BB customer service what exactly was the problem and he told me that would be very helpful for the technician....so three days later (the earliest appt they could give me) the tech shows up and asked, "so what seems to be the problem?"  DUH!!!!  Supposedly the BB customer service used to take the info and a diagnostician was to call and evaluate so that the tech might arrive with the replacement part.  Of course this did not happen and now the tech is so backed up and the part has to be ordered so now I will be with out a washing machine for another whole week!!!  You know, that is absolutely unacceptable.  How is a family of 4 supposed to go for a week and a half (if they in fact even do get the part in) without laundry service?  The whole point of a service warranty is to get  "service" so that you are not inconvenienced.  Not only will I not buy another LG appliance of any kind because they literally STINK, but I will never buy another appliance or warranty from Best Buy.  Dee

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It might be helpful if you start your own thread so a Community Connector may assign it to someone to be resolved.  I'm confused at the story, however.   I work in scheduling with 1-800-GEEKSQUAD and as far as I know, our notes aren't sent to any special system when we schedule a repair call for the tech to pre-diagnose issues and order parts and come prepared with them to the repair appt.  I've heard of some techs calling the clients to order parts and not coming out until they're in to install them, but I can tell you that unless BB started a new policy in the last 48 hours, the BB tech wouldn't have come prepared with parts solely based on someone's notes from a call center.

[atldebbi]

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I purchased a 5-year warranty on my LG front load washing machine.  I have had several service calls on it and now the current one, due to a water inlet valve not shutting off.  I informed the BB customer service what exactly was the problem and he told me that would be very helpful for the technician....so three days later (the earliest appt they could give me) the tech shows up and asked, "so what seems to be the problem?"  DUH!!!!  Supposedly the BB customer service used to take the info and a diagnostician was to call and evaluate so that the tech might arrive with the replacement part (this is what the tech who came to the house told me).  Of course this did not happen and now the tech is so backed up and the part has to be ordered so now I will be with out a washing machine for another whole week!!!  You know, that is absolutely unacceptable.  How is a family of 4 supposed to go for a week and a half (if they in fact even do get the part in) without laundry service?  The whole point of a service warranty is to get  "service" so that you are not inconvenienced.  Not only will I not buy another LG appliance of any kind because they literally "STINK", but I will never buy another appliance or warranty from Best Buy.  Dee

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[starhelper2587]

Thank you to whoever moved this!!

[CrystalWoW Community Veteran]

Here is a quote from Allan-bby from corporate  "The fact that the technician diagnosed your issue over the phone would be a concern to me as well, and we require our technicians to physically look at the product they are repairing before any parts are ordered." It is Best Buy's policy to look at the appliance and diagnose the problem before ordering a part. 

[atldebbi]

That may be well and good, however, I'm sure this is not the first problem of this kind on the LG washing machine.  Seems to me they would have some inventory of frequently replaced parts they could bring with to an appointment so that it would only require one service appointment instead of two.  As far as ordering parts, in this age of technology, why does it take BB 5 days to get a part when I can overnite one myself.  Oh yes, I know that costs money, but what are they doing with the millions of money they get from all the warranty's that never have to be used?  It's all a scam.

[Dorothy-BBY Community Supervisor]

Hello altdebbi -

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

[Aaron-BBY Community Connector]

Hey Dee (altdebbi),

Being without a washing machine is always difficult – especially if you have a large family – so I can imagine how anxious you must feel for repairs to be completed.  Although I do not know why you wouldn’t have been informed that we are unable to diagnose hardware problems over the phone, I apologize for any inconvenience you may have encountered.

Now, I’ve had the opportunity to look into this situation and it is my understanding that you have a part installation appointment scheduled for tomorrow morning.  As such, I would like to give the technician the chance to install these parts and see if they will resolve the problem.  In the event that they do not, I would invite you to send me a private message and I would be glad to further assist you at that time.  You can send me a private message by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.