Add Product

Search Results:

Reply
Highlighted
New Member
Posts: 4
Registered: ‎05-31-2019
Accepted Solution

Appliance Extended Warranty Buyer Beware

I purchased a refrigerator at Best Buy approximately 2 years ago and also purchased an extended warranty. Recently the refrigerator stopped cooling. No problem I have the warranty and my previous experience with Best Buy has been good. Called and set up an appointment for someone to look at the appliance and they came as scheduled although they did not call ahead before they arrived as they were supposed to.

The tech looked at the refrigerator and determined it needed multiple parts which would exceed the value of the appliance. He attempted to submit the claim but said it was declined. He was becoming frustrated and said he couldn’t wait around all day on hold to get an answer, said I would have to contact someone at Best Buy to get it solved and left. (A 3rd party service is used for appliance repair apparently and this is NEVER a good thing because it means they found whoever would do it for the cheapest price).

I called Best Buy after he left and after a 20 minute hold was connected to someone. Giving credit where credit is due she was very helpful and I really believe she did everything she could to help. Because it is a 3rd party she had to deal with a division called “special forces” which meant more delays and hold times. She told me that it should have been resolved by the tech that came out but he did not follow protocol. She started an inquiry or case or something like that which was supposed to get the issue resolved and said someone should contact me within 48 hours to resolve the problem. (This call and process took over an hour to complete)

48 hours came and went with no contact from Best Buy so I called again and asked for a supervisor. They were reluctant to connect me to someone but instead wanted me to go through the whole story again and again blamed the 3rd party for the problem and again I was put on hold multiple times while they went back and forth with “special forces”. If this information was taken with a case number (which I provided) why do we have to go through the process again? After approx 50 minutes on this call they said they were going to connect me to a supervisor put me on hold and then disconnected me.

I called again and had a 35 minute hold time to connect to someone. I asked for a supervisor and they once again refused to connect me without an explanation of my problem. So I once again explained the situation and after multiple holds they FINALLY connected me to someone. She was completely unhelpful and told me she saw the warranty claim but that department is running behind and it would take 3-5 days for someone to get back to me. I explained to her that I found that solution unacceptable but she stated there was nothing she could do as the claims department was closed for the weekend. So the protocol has apparently changed between the first and second calls from we are going to solve this to we don’t care.

No one from Best Buy has made any contact with me since this process started. No emails, no phone calls or updates of any kind. This level of customer service is totally unacceptable and an example of the decline of this company. I would suggest not purchasing any extended warranties from them. I am still without a functioning refrigerator and it doesn’t appear this will be resolved any time soon if ever.

I have been a loyal customer for many years and made many large purchases from Best Buy but this has been one of the worst consumer experiences I have had anywhere. I have spent at least 3-4 hours regarding this and have gotten absolutely nowhere. Horrible experience.
Posts: 3,211
Topics: 50
Kudos: 231
Solutions: 172
Registered: ‎08-21-2017

Re: Appliance Extended Warranty Buyer Beware

Good afternoon, DC1997,

 

Thank you for taking the time to register to our community forums and reaching out to us about your experience with this repair. I know how much of an inconvenience it is to have any major appliance go out, especially something as important as a refrigerator. Our goal is to make the repair process as quick and easy as possible and I'm sorry that this hasn't been your experience so far. While disappointing to hear hear, I appreciate you providing us your feedback about this process so we can continue to improve our customer service in the future.

 

If you'd like, I would be happy to take a deeper look in to this to see how we may be able to assist you. In order to continue researching I will need a bit more information. Can you please send me a private message with your:

 

Full name

Email address

Phone number

Case number (if available)

 

To send a private message please click the blue button at the bottom of my post across from my name. I look forward to your response.

AndrewB|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: 2
Registered: ‎06-03-2019

Re: Appliance Extended Warranty Buyer Beware

I read your post after posting my own about a very similar experience.  This may be my last purchase at BB.

Good luck with the repair.

New Member
Posts: 4
Registered: ‎05-31-2019

Re: Appliance Extended Warranty Buyer Beware

After reading your post I see you have had almost the identical problems I have had. Apparently no one is employed at Best Buy that has any authority to get anything actually solved (the supervisors certainly do not) but they are very good at excuses and blaming 3rd party companies. I have so much time and effort involved in this so far with no results I am ready to just give up and buy a new refrigerator (Not at Best Buy!) it is very unfortunate that it has to be this way. I wish you luck with your repair as well, you will definitely need it.
Posts: 11,471
Topics: 143
Kudos: 308
Blog Posts: 21
Solutions: 544
Registered: ‎01-03-2013

Re: Appliance Extended Warranty Buyer Beware

Hello again, DC1997, 

 

I hope you're doing well! I've received an update that you were contacted yesterday by our support teams, and this issue should be resolved. If you should need any further assistance, please let us know. 

 

Regards, 

Tasha|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: 4
Registered: ‎05-31-2019

Re: Appliance Extended Warranty Buyer Beware

Yes I was contacted and we have set up the appointment to receive the replacement refrigerator. Thank you for your help.
Posts: 11,471
Topics: 143
Kudos: 308
Blog Posts: 21
Solutions: 544
Registered: ‎01-03-2013

Re: Appliance Extended Warranty Buyer Beware

Hi, DC1997, 

 

Fantastic! I'm glad to hear we were able to get this setup for you. 

Cheers!

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