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Posts: 2
Registered: ‎02-19-2019

5 Days to approve part order request! ridiculous standards from GS/BestBuy/3rd party Ext Warranty

Bought a French Door Whirlpool Refrigerator from Best Buy with an Extended Warranty back in 2016.Called in on 2/7/19, because freezer was no longer working, they sent out a local tech from J and H Appliance in San Jose, Ca  on 2/11/19 who diagnosed the fridge and told me he had to get approval before doing anything else. I never heard back from anyone so I decided to follow up with BestBuy on 2/16/19, I got the run around from at least 6 people for 2 hours before the line was disconnected. Then I called my local Store Manager (Curtner store in San Jose), he followed up with me once only to tell me he couldn’t get info on 2/17/19. I check in again with BestBuy this morning 2/19/19 and they escalate me to a supervisor who tells me this is all within a reasonable timeline for them.

 

Apparently you having a No Cool situation with your fridge is priority for them but you'll have to wait 14 business days after you call in before they would consider an exchange. Then she tells me the tech sent the request for approval the day he came out on 2/11/19 but BestBuy didn’t approve it until 2/14/19, as if 4 days wasn’t bad enough, I called the local tech and he told me they didn’t approve the request for parts  until 2/15/19.

 

IT TOOK 5 BUSINESS DAYS FOR BESTBUYS EXTENDED WARRANTY TO APPROVE THE REPAIRMAN'S REQUEST TO ORDER PARTS TO FIX MY REFRIGERATOR!!

 

Keep in mind a No Cool is a priority for them. I have now been without a functioning refrigerator for 12 days and parts are still a couple days out, oh and when they come in then they'll call me to schedule an appointment...This is ridiculous guys, do better.

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Posts: 7,180
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Registered: ‎12-23-2016

Re: 5 Days to approve part order request! ridiculous standards from GS/BestBuy/3rd party Ext Warr...

Hello, rgarcia408,


Thank you for joining us at the Best Buy Community forums. I’m sorry about the bad experience you’re having with your refrigerator.  This isn’t the kind of service we want to provide under our Geek Squad Protection Plans.


At this point, now that the parts have been ordered, I’m afraid there isn’t anything I can do to expedite this. I do appreciate you taking the time to share this with us. We need feedback like yours to know when processes aren’t working as intended.


If any more issues pop up with this service, please let me know. You can reach out to me through a private message, by using the link in my signature. I’ll need your name, email address, phone number, and the service order number, if you have it.


Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-19-2019

Re: 5 Days to approve part order request! ridiculous standards from GS/BestBuy/3rd party Ext Warrant

I got a call from the local repair company after posting this, says he has the parts but can’t come out until Monday 2/25/19. That’s 18 days after I initially called in, 2 and a half weeks without a refrigerator. I called the store manager and he seems to be making an effort to make it happen quicker if they can track down the parts. A refrigerator is kind of a big deal in a home, if you don’t intend to service them with urgency please don’t sell these plans to your customers. It’s a really bad look for you guys.
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Posts: 7,180
Topics: 115
Kudos: 451
Solutions: 394
Registered: ‎12-23-2016

Re: 5 Days to approve part order request! ridiculous standards from GS/BestBuy/3rd party Ext Warrant

Hello again, rgarcia408,


I apologize again about the delay in getting those parts out to you. Like I said, I don’t believe I can expedite those parts, but I can double check on my end to be sure. I’d just need you to send along that private message I requested earlier.


Sincerely,  

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!