Manufacturer Warranties and Protection Plans

[Jamie2btru]

I purchased an LG refrigerator 7/08 and have had nothing but problems with it. The main complaint has been the ice maker as it affects the entire family and our efforts to entertain on a nearly daily basis. When I originally called Geek Squad to have them come fix it I explained that the ice maker didn't work most of the time and that when and if it did, the chute would clog often as well. When the tech came out and supposedly fixed it the first time, I also told him that the lower part of the freezer seemed to be not freezing quite as well as the rest but that it was inconsistant in nature. He didn't seem to concerned placing his focus on the ice and chute issue. I keep frozen bagged vegetables and fruits in the bottom and even though they sometimes they seem frozen solid, sometimes they are not,  I was more inconvenienced by the lack of ice.

They have been out to repair three times now and the last time, they replaced the entire door and implied that it may help the bottom freezer issue as well. Things seemed to be better other than the bottom area but I kind of let that go since I don't keep meat in the bottom and have replaced the vegetables on occasion just to be safe. It was however very short lived as once it did start making ice, it only did for a few days and very little. I work seven days a week and every time I have to take off to meet a repair man, I lose money. I just continued to buy bagged ice and on occasion, replace bagged vegetables over the past several months but I have reached my breaking point. This refrigerator is defective and is costing me loss of pay, ice expenses and food replacement and when I called again, they told me they have to send a tech out again. I refused insisting that it was ridiculous and unfair to keep making me lose money when they had already been out three times and that I wanted an authorization to have it replaced.

This was over two weeks ago and I am just now being informed that the warranty excludes ice makers so they will have to send someone out to repair again. I told them that yes, the ice maker was an issue but that I had told them that the bottom of the freezer had also been a concern since the very beginning. They said that there was no notes about the bottom of the freezer. What? Is it my fault that you guys chose to focus on the ice maker and ignore the bottom of the freezer? Yes, that was what was upsetting me the most because of the IMPACT the ICE MAKER and CHUTE has everyday versus frozen veggies but to deny replacement based on how you and your people choose to enter your notes? I asked to speak with a Supervisor and she was insistant that my only issue has been the ice maker and there would be no replacement - only repairs. Repairs? It has never truly been repaired! I have been without a regularly working ice maker for the entire Summer because I cannot afford to keep taking off work to meet the tech again and again and again for repairs that don't last or don't exist! She would not do anything more than schedule another visit as to which I now will be out the money again!

Very upset and crying, I called Consumer Care. Care? What a joke! After being on the phone for a very lengthy time AGAIN for AGAIN someone else to reread all the notes and tell me the same thing. IT HASN"T BEEN JUST THE ICE MAKER as I had mentioned the bottom area issue to the tech and on subsequent phone calls. I even told the girl two weeks ago that it had been ongoing and that with all the attempts at fixing the ice maker and replacing the door that maybe there was something else going on since the tech thought that the door replacement would fix all concerns. Robert at Customer CARE was COLD and uncaring. Although he did offer a gift card for the inconvenience (which hardly begins to touch the pay lost, the ice purchases and food replacement along with the amount of frustration and stress). I understand policy as I work for the Government but listening to the customer and taking responsibility for a possible misunderstanding or lack of communication or even errors in note taking should be taken into consideration. I had several large purchases that I intended to make within the next few months but if I am not offered a replacement authorization and have to follow through with taking off of work again to meet this tech again next week, I will take all of my future business elsewhere. We have a Conn's that I am sure will take my business.

I intend to contact Brian Dunn, CEO Best Buy and let him know the situation and how instances such as this will contribute to the decline in sales, file a complaint with the Better Business Bureau and will post online and spread the word everywhere I can in an attempt to warn others about these warranty plans and so called customer CARE. I happen to work part time in an environment where my opinion and words in regards to this situation WILL have an impact. Times are too tough for any of us to spend money on services that are promised but have people that are incompetent and unable to understand the results of their actions. Furthermore, if I accept responsibility and relay that I should have put more emphasis on the other issue in the freezer, then it should be taken into consideration and not be told that I said there was no other issue with the freezer!

[hockeycanuckjc Trusted Contributor]

Hello Jamie2btru , 

Thank you for taking the time for posting your frustrating story. Its especially hard on you when the ice maker does not work and we have all of this yucky hot weather

With that being said, someone one of the community staff will review your case shortly and offer assistance. While there is nothing that is done to speed up this process , I ask you be patient as there are quite a few others that need to be reached out to.

[Elizabeth-BBY Community Supervisor]

Hi Jamie2btru,

Allan, one of our Community Connectors, will be looking into this and offering his assistance toward a resolution.  You should hear from him shortly.

Thanks for posting,

[Allan-BBY Community Connector]

Hi Jamie2btru,

I’m sure not having a refrigerator that works properly for an entire year would be very frustrating, and the fact that you just decided to live with it for months at a time speaks to your patience. I also appreciate the fact that you have spelled out exactly what would be an acceptable resolution for you so I know what to shoot for.

Although your Performance Service Plan (PSP) is intended to repair your refrigerator not replace, there are certain circumstances in which it would replace your refrigerator. Your refrigerator would be replaced if you have had three qualifying repairs and there is a diagnosis that a fourth repair is needed, if we determine that the refrigerator is un-repairable, or if we determine that the repair wouldn’t be cost effective to continue. A qualifying repair is when a non-consumable part(s) is installed and due to that part(s) installation the technician determines that the refrigerator is functioning properly. There are also a number of exclusions in the terms and conditions of your PSP, and unfortunately one of them is any repairs on ice makers.

I definitely understand that when you called you voiced your concern that your bottom freezer wasn’t working correctly, and you expected the technician to work towards a resolution in regards to that issue as well as the problem you were having with your ice maker. I did look through your previous work orders and I show no mention of the problem with your freezer, but I do show that on one work order the technician replaced the door.

I show that we have two previous work orders, and both of them were to resolve the issue with the icemaker. With the information I am showing your refrigerator would not qualify for replacement under the terms and conditions of your PSP, but I would like to look deeper into this for you and see if I can provide you with a resolution to your issue. I am sending you a private message, and 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,

[Jamie2btru]

Private message received. As indicated, I stand by my original post and will move forward and focus my attention elsewhere.