Manufacturer Warranties and Protection Plans

[teamhurtado]

We purchased a Samsung dryer in late 2009 with a 3 year Black Tie protection plan.  From the date of purchase until today, we have had the Geek Squad come out 5 times for repairs.  Today, we were promised a time between 8 and 12 EST for our repair; however, at the time of this posting, neither a call nor a visit from the repair team has been made.  We're tired of this dryer and the issues it has caused us.  Every time we try to invoke the lemon clause in our protection plan, we get no response from the service technicians.  At this point in time we do not want any further repairs to our dryer and would like it replaced.  The lack of communication from the repair team with today's appointment has made things more frustrating.  Over the last 2 years, we've lost approximately 1.5 months use of our dryer.  

Who do we need to speak with in order to invoke the lemon clause in our protection plan?  We are making it very clear that we do not want any more repairs done to the appliance.  The last thing we want is to complete our 3 year protection warranty only to have the unit fall apart again.

[Ryan-BBY Senior Social Media Specialist]

Hello teamhurtado  -

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

[Allan-BBY Community Connector]

Hi teamhurtado,

After hearing your account of how many times this dryer has been repaired, I can certainly understand you wanting it replaced by your Geek Squad Black Tie Protection (GSBTP) plan. Although your GSBTP plan is intended to repair this dryer, there are certain situations in which it would replace the unit with a comparable model.

If your dryer has had three previous qualifying repairs, and there is a diagnosis that a fourth qualifying repair is needed, the appliance would be approved for replacement. A qualifying repair is when a non-consumable part(s) is installed, due to that part(s) installation the dryer is determined to be repaired, and the technician closes out the work order as completed. Each visit from a technician would not necessarily be considered a completed repair.

Your GSBTP plan would also replace this appliance if we determine the current repair would not be cost effective to continue, or if we determine the dryer cannot be repaired.

I show that you first called us to get repairs on this dryer on 9/5/2011, and that work order was completed on 9/8/2011. I then show you called back on 1/4/2012, and that work order was competed on 1/12/2012. I see that you then called us on 4/20/2012 to report the current failure, and we are scheduled to have a technician look at the unit on 5/1/2012.

This means that from what I am seeing this dryer does not qualify for replacement, and it looks like we would need to attempt the current repair of this unit. I will check on this repair on Tuesday 5/2/2012.

Thanks for posting,

[Allan-BBY Community Connector]

Hi teamhurtado,

I did look into this repair, and it looks like our technician repaired the unit on 5/1/2012. If you ever have any requests for me just ask.

Thanks,

[teamhurtado]

Allan,

Thank you for the follow up.  However, I would recommend reviewing the account again as when I called Geek Squad, they stated, with the current repair, we have had the unit serviced 5 times, with service in 2010, in addition to the service dates you mentioned.

On 3 separate occasions, the belt on the dryer has snapped or shredded into pieces.  Two other instances involved the dryer belt separating from the mechanism holding it into place.  To us, there appears to be a fundamental flaw in the entire belt system with the dryer.  Not to mention the frustration as customers being forced to wait 2 weeks every time a repair is required, specially when the repairs take anyways from 5-30 minutes for completion.  The technician that repaired our unit commented on how much our daughter has grown since birth!  A technician from Geek Squad has been in our home so often that he has seen our daughter grow up!

The issue we have now is what you stated below with the GSBTP plan determining whether or not it would be cost effective to continue.  Out GSBTP will end in November.  What happens if the dryer begins to malfunction after the end of the GSBTP after we've requested multiple repairs and multiple requests to replace?  As customers, are we responsible for the failure of a unit that has clearly shown symptoms of being a "lemon?"  Is it cost effective then, for us as customers, to continue our relationship with Best Buy with this sort of policy in place that isn't being honored or skirted around?

[Allan-BBY Community Connector]

Hi teamhurtado,

Thanks for encouraging me to look back into this. For some reason I didn't see a work order from back in March of last year. Because of this I have emailed the manager of your technician to see if they could look into this. Once I hear back from this manager I will post back to this thread.

Thanks,

[teamhurtado]

Allan,

Do you have any updates on the above?  Thanks!

[Allan-BBY Community Connector]

Hi teamhurtado,

Sorry for the delay in getting back to you. I didn't hear back from this manager, and because of this I have re-sent my email to them. Once I hear back from them I will post back to this thread.

Thanks,

[Allan-BBY Community Connector]

Hi teamhurtado,

I did finally hear back on this, and I believe we should now have a resolution for you. I was informed this unit was approved for replacement, and I am sending you a private message with the details. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks,