Manufacturer Warranties and Protection Plans

[coty321]

I purchased a "floor model" Samsung refrigerator from Bestbuy on October 31st. The icemaker has not worked one time. Samsung repair service was out three times before they tell me it is not repairable and they were going to put in a request to have it exchanged. Samsung absolutely made this a nightmare. Three weeks ago they told me they sent the request to Best Buy to exchange the fridge. I call back last week to see why I haven't heard from BestBuy they tell me Bestbuy is saying they never received the paperwork. I call back this week once again to see why I have heard from no one.. And IM told you guys rejected the exchange due to the fact it had been exchanged before!? Finally everything is accepted and I get a phone call with a confirmation number from bestbuy corporate saying to take the confirmation number  to the service desk and they will take care of us. The girl at the service desk said they get those confirmation numbers all the time and have no clue what to do with them. She sent me back to appliances where the girl working was very friendly and helpful. She was going to process my exchange, then she had to call a manager for approval. He came over stared at the computer and completely ignored me. He took our paperwork somewhere while he was walking away he was shaking his head, this guy was extremely rude. After awhile he came back and said it`s not going to be an even exchange that we would have to pay an additional 400.00 because the fridge was open box discounted. I explained to him how the thing was broken when we bought it and the people that had it before had the same one exchanged he didn't`t care he just said that's why it was discounted 400.  I don't care how much something is discounted  I wouldn't have bought it if I had the slightest idea that it would be broken. This is a fridge that should not have been for sale. He said that's why you have 30 days to bring it back, a fridge is not something that you throw in your car and drive back to the store I would have had to rent a truck to return it....  Its normal for someone to have things repaired by the manufacturer, no one in their right mind would have just returned it to the store. So here we are 3 months later with a broken fridge. There is absolutely no chance that I am going to pay an extra 400 for another unit, I want to know if there is anyway to just make this a refund instead of an exchange? Thank you.

[Yellowsubmarine]

Since its a manufacturers approved exchange the only refund would be a store credit. Also, people return big items, (refrigerators, washers, dryers, stoves) quite frequently. I actually think that would be easier then having to go through the manufacturer... But that's just me.

[Ryan-BBY Senior Social Media Specialist]

Hello coty321 -

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 coty321,

Sorry to hear about how long the repairs on your refrigerator took, and that after all that waiting you are now being asked to spend more money to get a comparable replacement. The store is correct that we would not replace a refrigerator with any model that is currently selling for more than the customer paid us.

If the comparable refrigerator does cost more than you paid the store should be issuing you store credit in the amount that you originally paid, and you could then use that store credit to purchase any refrigerator you wanted. I can also say that we would not be able to provide you a refund of your purchase after the 30 day return or exchange period has expired.

I would like to make sure this store is handling this as they should be, and am sending you a private message to gather some personal information. 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 for posting,