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New Member
Posts: 3
Registered: ‎05-07-2021

15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

I have been patient, waiting home for 15 appointments to "repair" a Samsung Dishwasher, one that was pulled from the market a few short months after it's first offering. It's a lemon, and Best Buy knows it. 

 

After exausting the factory warranty, including many identical repairs, the extended warranty kicked in. Yes, the same issues were happening (dispenser warping, water leaking onto my wood floors, loud unexceptable noises all cycles long).

 

Now I find that the repairperson has listed different issues on the repair receipt, in order to save Best Buy a replacement. They are on profit-sharing you know (public info).

 

Yesterday was the last of my patience. The repairperson did not show up, call or return my calls. I received an email notification from "Mary" in customer service notifying my appaointment was cancelled due to unforseen circumstances. And in the company notes "Mary" indicated she attempted to reach me by phone -- however that is false. 

 

I have since been on the phone with Best Buy, and get all the apologies -- but NO SERVICE. I sense the entire "team" makes up stories to cover one another, yet the cusomer suffers.

 

What's up Geek Squad? This dishwasher falls under the lemon laws. 

New Member
Posts: 3
Registered: ‎05-07-2021

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

Update. Finally got someone's attention here. Agent Leroy phoned (coincidence, 15 min after thi spost, huh Leroy?) to drip on more impervious apologies and assure me that he, himself, was doing all he could to resolve this lemon dishwasher. Yes, he did mention it fell under the lemon law -- but, he has "guidelines" to follow. 

 

The first "guideline" is that an appliance must have a minimum of 3 repairs for the same issue, and repaired with the same exacpt part. So, the part that didn't fix the issue initially will be replaced to try and repair it once again? Insane!

 

Evidentially, the majority of all these 15 repairs were calssified as a "re-do" repair. To qualify for the extended warranty a brand new repair order must be placed. Leroy and his workman were still "re-doing" the initial repair order from last year, therefore not qualifiying the appliance for a replacement. 

 

This is an absolutely deceptive practice. 

 

 

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

Welcome to our community, User1285723.

 

Thank you for reaching out to us. Having issues with a dishwasher so soon after purchase certainly isn’t the experience we want for any of our customers. I have a growing family, and keeping up with the dishes can be quite an effort. Having to attempt multiple repairs would be challenging in the best of times, and I can understand your desire for a speedy resolution. Though it sounds like things haven’t gone to plan, I am glad that you invested in Geek Squad Protection (GSP) so that we can have options to assist with your dishwasher.

 

Although multiple service appointments are never ideal, that may be necessary to service the appliance within the terms of the Geek Squad Protection (GSP) plan. These plans do include a no lemon benefit, and it may take several “qualified” repairs before the dishwasher could be exchanged for a new one under the terms of the GSP. I'd be happy to take a deeper look into your repair history and see what our options are. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

 

More on our GSP plans can be found here.

Scott|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-07-2021

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

Scott, no -- this did not correct the multiple issues I have and have had with this lemon dishwasher. 

 

However, I believe the posting finally got someone in corporate to take notice, since they don't want bad press -- especially online. I know this because within an hour of posting, I received a personal phone call.

 

We'll see how it's handled and I'll continue to post until this totally reprehensible approach to servicing your customers has been satisfied in full.

 

So then, sending you a "private" message will not help all the other GSP customers who have fallen between the corporate cracks in an effort to save costs.

 

Truth fears no trial.

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

Thank you for reaching back out to us!

 

I’m glad to hear that you had been contacted and assisted by a member of our internal support teams. Please don’t hesitate to reach back out to us again in the future if you have any other questions or concerns, and stay safe out there.

Scott|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 6
Registered: ‎06-11-2021

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

AIG and no lemon departments are absolutely dishonest. Had the same ice maker replaced and now the 4th again, including the choking hazard from the plastic dispenser parts that have ended up in drink by multiple people. Agent tells me the ice maker is not covered for no lemon…..only the compressor
Best Buy Employee
Posts: 2,403
Registered: ‎01-09-2015

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

Unfortunately this isn't dishonest, it is printed right in the Terms and Conditions that the Ice Maker is covered for repairs but is not considered a qualified repair for purposes of the No Lemon Policy.  

 

You can check it here:

 

https://www.bestbuy.com/services/plans/termsconditions

 

This is copy and paste directly from the booklet.  While I chose one of the newer ones, this has been part of the plan long enough to cover any units that are still covered.  You can select the booklet that aligns with your purchase date to see an exact copy of what was provided via email at the time of purchase.

 

"The following services do not qualify as a repair for purposes of determining the No-Lemon Benefit: ADH Coverage repairs and replacements; parts and service covered under the manufacturer’s warranty or by a manufacturer’s recall; preventative maintenance; cleanings; troubleshooting and diagnosis; any technical support services in relation to computer software-related issues; virus and/or spyware damage/removal; a valid no-fault-found determination; customer education; accessory repairs/replacements (e.g., ice makers, chargers, disposable batteries)."

 

The compressor failing is an example of a part that qualifies for the No-lemon policy, but it isn't the only one on a fridge.  There are a number of other electrical or electronic parts in modern fridges that do qualify.  Obviously cosmetic things like shelves and the like do not qualify for repair as they are excluded elsewhere.  But mechanically and electronically only the ice maker is excluded.  I would like to think that the Agent either misspoke or wasn't clear in what they were stating, so I hope this helps clear everything up.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 6
Registered: ‎06-11-2021

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

Interesting doggy….AIG stated last week it was covered due to multiple instances. Just needed confirmation from tech. So,…..
New Member
Posts: 6
Registered: ‎06-11-2021

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

Straight from Best Buy support



Hi Liz, has anyone responded from Best Buy I have the same issue with my Kitchenaid refrigerator. Doors rusted three months after purchase, ice maker only makes ice once a day if that, service has been out to the house three times. This is the first time I've ever had an issue with Best Buy appliances and warranty coverage.

Answered by Thermostat 7 months ago

My Best Buy® Elite Plus Member
Helpful (2)Unhelpful (0)Report
Hi there. Thank you for your awesome question! We do have no lemon policy where after 3 of the same qualified repairs, we'll move onto the next step and try to replace. I hope this helps! Please let us know if you have any other questions.
Best Buy Employee
Posts: 2,403
Registered: ‎01-09-2015

Re: 15 Repairs, Geek Squad REFUSES to acknowledge DW Lemon

Can’t speak to what someone else said, only the published terms and conditions.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***