Best Buy Repair Support

[kalavati]

Hi,

I bought a GE dishwasher from Best Buy with a 5 year Geek Squad warranty.  That dishwasher has given me issues non-stop.  Geek Squad has been to my house over 10 times for repair.  I have been told by multiple folks within Geek Squad that that the unit should have been replaced after the third attempt of repair.  They refused to replace the Dishwasher unit.

At first the dish washer wasn't working and then on 10/14/2022 it leaked and flooded my kitchen and basement.  Best Buy sent a GE Repair guy.  He saw all the damage and gave me his cousins information for fixing the kitchen flooor, cabinet damage and the basement damage.  I recorded that. I don't think he ever gave that  information to Best Buy or Geek Squad.  I did send  several emails to the geeksquad@bestbuy, but got no response either.  I was told that is the number for Geek Squad.  On 2/28 Geek Squad person Arthur  comes by again and sees the damage. He takes multiple photos. He tells me to go on 3/1 to Springfield Best Buy and register a claim.  I go to Springfield Store and assistant manager Barbara says they don't register claims at the store.  She takes down my information and appliance manager Daniel calls me back.  He tells me that Geek Squad will replace a unit and will register a claim with Sedgwick.  He sends me an email with Sedgewick number which turns out to be fake.

I called the Best Buy number to get the replacement unit and talked for 1.5 hours and there is no record of that anywhere.  I couldn't buy my replacement unit and there was a sale going on.  Even though I was told there was a credit under that account.  I talked to three different people and was transferred each time.  Sale was over last night.   I was also told by the last representative that there is no claim, even though I was sent an email that there was a claim that was started.

I went to Sedgewick website and they don't have a number and their chat feature asks you questions and then tells you to go to Geek Squad. I then googled the number for Sedgewick since the number provided in the emai was incorrect.  That is when I came across this forum and realized, I will have even more issues with Sedgwick and my claim.  

How do I check if a claim was started?  How do I contact Sedwick for the claim? I was told there was a credit on my account.  How do I use that credit for the replacement? 

I expect a really long fight ahead.  

[Bacarri-BBY Social Media Specialist]

Hello, kalavati,

Welcome to the Best Buy Forums!

We appreciate you reaching out and bringing this to our attention. I do understand having to go through more repairs than expected, and having to reach out multiple times regarding the damages to your home is not ideal. While this is not the experience we strive to provide for our customers, I will assist you where I am able to. Please send me a private message providing the service order number, claim number, your full name, phone number, and email.

To send it, click the blue button under my signature.

Thanks,

[kalavati]

Thank you so much for your response.  Sent you the information you requested.  More then happy to send additional information.

Thanks

[kalavati]

Hi,

I tried to send you additional iformation, but I got an email stating I have reached  the limit.  

I had further correspondence from Best Buy and Sedgewick.  Still not going anywhere.    I was trying to  copy and paste the correspondence from the Best Buy Store, Sedgewick and myelf.  Sedgewick says Best Buy should have the claim number, Best Buy says Sedgwick should have the claim number.  I thought the claim was processed, but aparently its just a case number. 

Here are all the different ways I have tried to get a claim through

1) Best Buy Toll Number

2) Geeksquad email

3) AIG email

4) Technician came home

5) I went in person to Best Buy to register the claim

6) Chatting with you in this forum.

7) Emailing Sedgewick

Everyone points to another department for the claim.   I have gotten emails saying claim is processed, but  then when I follow up  there is no record of any claim being processed.  All the repairs and the property damage had just been like this.  I call and email and take time off an go in person to the store over and over again.

If you can help, I would really appreciat it

Thanks,

[kalavati]

Hi Meghan,

Thank you for your email stating that my claim was denied immediaely by Sedgewick. Based on your email its evident no one even looked at records. You put in the claim last night and Sedgewick denied overnight.
That is super quick.
This unit is under a  5 year warranty from Best Buy/Geek Squad.  Geek Squad has been to my house over ten times to repair this units since 9/15/2021. 
They were supposed to replace this unit, but they kept repairing it till it leaked and refused to do anything. Just like you are doing right now. Circle and circle and circle around.

Based on your email, looks like you also do not have any record of all of the repair failures from Geek Squad.

I know Geek Squad has all the records.  They have sent me the records themselves. Arthur who has come over to my house knows this reord very well as well as Arthur's boss, John. Both are Geek Squad employees.

Below are "some" of the times that Geek Squad has been to my house for this unit.

9/15/2021-Diagnosed the issue

9/23/2021 - GeekSquad technician let me know that the installation ws incorrect. Repair was done, but unit still didn;t work

9/28/2021 - GeekSquad Technician repaired unit and replaced multiple parts

5/12/2022 - Diagnosed the issue

5/25/2022 - GeekSquad Technician repaired unit and replaced multiple parts. Unit still didn't work

6/14/2022 - Diagnosed the issue - AT THIS POINT SINCE THERE WERE THREE REPAIRS DONE - this unit should have been replaced. Technician said unit should be replace,
I said unit should be replaced. Someone in HeadQuarters said this unit should not be replaced.

6/17/022 - Geek Squad Technician came and did repair work, unit still didn't work.

6/21/2022 - Geek Squad Technician came and did repair work, unit still didn't work.

6/25/2022 - Geek Squad Technician came and did repair work

10/14/2022 - Unit leaked heavily and flooded my kitchen and basement.

10/24/2022 - Geek Squad sent a guy in. This one was different. Usually Arthur would come to my house. He saw the leak, the damage and replaced parts. I asked him to inform Best Buy> He told me he had someone who could do this. Gave me a card.
Now I know he never sent in any report. I emailed Geek Squad multiple times - no one responded. This one did not put the unit back properly for sure. I asked him why it was left like this. He said that was ok. This caused even more damage.

2/20/2023 - Unit failed again. Causing even more damage. Called up Geek Squad, they came in on Feb 28th. Arthur looked at it and took several pictures.  

3/1 - I go to Best Buy Store and ask for manager to put in claim. She tell me to call someone else.

3/1 - I get an email stating a claim was sent in and i could order a new Dishwasher.  I call to get a new dishwasher and I was told there is no such case.  Over 1.5  hours of call just on that one. 

3/2 You put in a claim  - finally!

3/3 Sedgewick denies the claim 

Let me know if this helps. In addition to our conversations, I have tons of emails. Similar to this. Saying this over and over again, where Best Buy keeps covering up over and over again.

I am suppsoed to go pick a replacement at the Springfield Best Buy Store this weekend. Apparently I can't order the replacement online, I have to drive there, no buying online, on the phone.  I have to drive there.  That is the only way they will give me the replacement. I got an email stating I would get a replacement once I drive there. I fully expect to go over there and hear that there is no replacement, no one authorized and no one knows anything.  They will probably give me another number to call.  You get it right. 

Again and again and again.

 
Thanks

[MeghanM-BBY Social Media Specialist]

Hi there,

I've reached out directly to the claim submission team to see how we can get this sent in on your behalf. I would rather go directly to them since this is such a strange case. I feel I would have a better chance getting this submitted going directly to the source for assistance with the claim.

I did hear back from Geek Squad and they attempted to call you yesterday to set you up for an exchange. They left a voice mail for you to call to get that set up with them. That team is able to assist you in getting an order placed without heading into the store, it just takes a bit longer to do than going in store. Essentially what happens is a return that goes to a store credit. It takes a bit for that store credit to be received in your email. Going to the store they can do all of it- the return, the store credit, and the order all at once. We are limited in what we can do sometimes due to the lack of physical cards to immediately put funds on. 

Sincerely,

MeghanM-BBY

Social Media Team

Best Buy Corporate

[kalavati]

Good evening,

Thank you for following up on the claim.  Let me know if you need additional information.  I have lots of pictures of the property damage (Tiles, Cabinets, kitchen wall, basement ceiling and ceiling walls) .  I don't see a way to upload pictures here. I am more then happy to provide photos.

I did get a call yesterday evening for the replacement. I returned the call but again was transferred a couple of times.  I ended up going to the Best Buy near my house and getting a replacement.  They are expected to deliver on Tuesday.  Hopefully all goes well with that.

Thanks

[kalavati]

Good morning,

Following up to see if there was any change in the property damage claim.  Have not heard anything yet. Will reach out via my regular email as well and provide them with pictures. 

I didn't even get my replacement dishwasher.   It just keeps getting worse and worse. Best Buy has done everything to ensure I cannot use that credit for my dishwasher. Thursday Best Buy Customer service person said to throw away the old unit, which I did.  Friday Best Buy turns around and said why did you throw it away, you can't use your credit. I went o ask for a refund last night for the confused exchange.  That too got messed up.  Best Buy should have refunded $107.19, customer service guy did some weird transcation and gave $15.  It always goes in Best Buys favour.  I am checking my account for the refund and will call the store manager again today.

Thanks

[kalavati]

Just got an email from Sedgewick stating that do not have a claim under my name or number.  How is that still possible even after me pretty much calling, emailing every single day to Best Buy and Sedgewick?  So frustrating.  On call with Best Buy again.

[kalavati]

Hi,

Called Best Buy and there was no record, so went through the same process and she said she is sending the case to Sedgewick.  Feels like GroundHog Day.  Every day I do the same thing over and over again.  Hopefully tomorrow will be a different day.

Thanks