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Posts: 2
Registered: ‎12-01-2019
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Best Buy Sales Rep Lies to get Sales - 5 Year warranty is FRAUD

[ Edited ]

Hi,

 

At the Scarborough Town Center Location, we looked for a sales rep to tell help us purchase a washer and dyer combo.

 

We decided to buy a Maytag Bravos.  Sanchita went through all the things that Best Buy would do to help us install and deliver our appliance and was heavily promoting the 5 year extended warranty whereby "you don't have to go through manufacturers.  If anything is wrong with it, just call this number and someone from Best Buy will get it fixed.  After three times, if they still can't fix it, they will replace your lemon."

 

So they deliver the dryer with a dryer duct that doesn't fit my place (it was bought because Best buy refuses to install if you don't purchase a duct).  As well, the dryer came with missing parts, so that the steam function cannot work.  My home was scratched up in multiple places (but I let that pass because these are heavy machines and I understand how difficult it is).

 

Lastly, after the first round of laundry, the washer is stuck at the spin cycle no matter how long you leave it in there for.

 

So I report the incident and I get bouced from Best Buy Cares to "technician" who wants to bounce me to warranty, each time repeating the same information all over again.  The "technician", Phillip who told me his employee id is {removed per forum guidelines} had the attitude that customer are idiots (I tell him the issue and his response was, "yeah and?", feel free to check the tapes for Dec 1 folks at Best Buy).  Anyway, he promised to transfer me to the "right department".  I asked him to save my information so I don't have to repeat it all yet again, and he agreed.  The phone goes silent then it goes to some answering machine that basically tells me to call back the next day.  Seriously?

 

So I call back to Geek Squad to file a complaint and then there, I was finally advised by the Geek Squad "manager" that Best Buy does not support issues from Whirlpool/Maytag for the first year.  ARE YOU SEROUS?  You buy an item from Best Buy, if anything goes wrong, you have to call the manufacturer.  Why am I buying it from Best Buy?  And to top that off, why buy the "Best Buy extended warranty" for "5 years" if the first year isn't covered??  This is FRAUD!!

 

The sales person can say, you are buying "4 years" warranty and the first year isn't covered.  I would not have purchased this without the lies.

 

Anyway, you should share this with your family and friends so they don't get conned by a seemingly reputable store.  This is simply unacceptable.

 

Regards,

 

Valued Contributor
Posts: 1,250
Registered: ‎02-07-2011

Re: Best Buy Sales Rep Lies to get Sales - 5 Year warranty is FRAUD

Some manufacturers allow best buy to do factory warranty work, some do not. If the factory warranty is in affect and is a covered item, the factory warranty is used per the extended warranty agreement. If it isnt covered by the factory warranty like a power surge then the extended warranty would still cover it, even during the first year.
Posts: 351
Topics: 8
Kudos: 58
Solutions: 18
Registered: ‎11-23-2018

Re: Best Buy Sales Rep Lies to get Sales - 5 Year warranty is FRAUD

Yogie,

 

Welcome to the Best Buy Forums. We appreciate that you took the time to create a profile and join us here. Please feel free to explore this great platform and chime in on your topics of interest.

 

We want the customer service we pride ourselves on to be on display at all times, no matter the reason a customer connects, or the avenue they choose to do so. It sounds like the interaction you had on the phone was not consistent with this service, so we are certainly surprised to hear this.

 

Geek Squad Protection (GSP) for appliances extends and enhances your coverage for up to five years, and it is a great way to have peace of mind! Full terms and conditions of your GSP can be viewed anytime here.

 

If you are still seeking support, I would be happy to help in any way that I may be able to. While I cannot promise any alternative outcome will be available, please feel free to private message me your full name, email, phone number, and Customer Service Pin from your receipt.

 

Sincerely,

Quinton|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-01-2019

Re: Best Buy Sales Rep Lies to get Sales - 5 Year warranty is FRAUD

First, thanks for the response.

 

I called up Whirlpool/Maytag and they sent a person over who didn't bring the missing part.  Eventually he came back on a separate trip and brought it back and told me they don't do installation.  OK, so I am basically paying people to install it myself.

 

Secondly, he mentioned that my washer/dryer were not leveled.  Hence the washer will scratch and make noise as it operates.  I ended up fixing that myself too.  

 

The hoses at the back were all jumbled up and tangled so I had to straighten those out as well.  Do your technicians go through any training to actually install things properly?  Don't get me wrong, we even tipped each of those guys 20 bucks.  We're not complaining without reason.

 

I bought this as a present for my mother, and I told her how great Best Buy warranty should be.  Clearly, we learned our lesson.  Don't get the warranty in the future!  Just do it yourself guys, you waste a lot more time trying to find anyone at Best Buy to help than it would have been to just call the manufacturer.  What a shame.

 

 

 

Posts: 351
Topics: 8
Kudos: 58
Solutions: 18
Registered: ‎11-23-2018

Re: Best Buy Sales Rep Lies to get Sales - 5 Year warranty is FRAUD

Hey again,

 

I can certainly understand how this would not be the ideal situation, especially when you purchased this as a gift for your mother! You seem to be quite handy, but you have my apologies for any inconvenience this may have caused you and your family. We would never intend for our customers to have to make repairs themselves.

 

Please let us know if we can be of any assistance here or in the future. Have a great Holiday season!

 

Respectfully,

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