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Posts: 1
Registered: ‎01-11-2021

Complaint

[ Edited ]

 

To Whom It May Concern:                                                                                                     January 11, 2021

 

 

                              On August 26, 2017, we purchased a KitchenAid Refrigerator, Model # KRMF706EBS01, S/N# {removed per forum guidelines}. We also purchased a 5-year Geek Squad Protection plan for parts and services, plan ID # {removed per forum guidelines}.  On Monday, December 07, 2020, this unit began have loud sounds coming from the rear where the motor and fan blade is. We immediately called BestBuy warranty services and scheduled a maintenance appointment for December 09, 2020. The technician came out and said that the fridge needed a certain part, and he ordered the part then and there. He scheduled an appointment for the following week in order to allow time for the to arrive.

During that week, the freezer just stopped working altogether. Thank God we have another (much smaller) fridge/freezer in the garage to put our food in. We had to throw some food out though because it cannot hold the same amount of food as the KitchenAid model does.

The technician arrived the following week 12/14-12/18. He installed the part that was ordered and then said that we need a new part now. So, he ordered the new part and told us that nobody would be able to arrive until the new year due to the holidays. Frustrated, my wife and I decided that there was nothing we could do about that and we waited. The technician told us by January 8th someone should be out to install the new part.

Between then and now, the fridge has only gotten worse. The fridge will not stop beeping. We have a “PO” code that keeps coming up on the panel and with it an alerting sound. Also, the fridge now keeps going in and out. It is not as cool as it should be. The freezer is already out and now the fridge is on the fritz too.

When January 08, 2021 finally arrived, we were anxious to have our fridge fixed. Nobody arrived. Not even a phone call. On Saturday, January 09, 2021, I called Best Buy again. I spoke to a very nice lady named Anika or Danika and she said that there was service needed for our residence, but no service date was ever made. I was very frustrated at this time and let the agent over the phone know that I am very disappointed that no one bothered to call us and tell us what was going on. The fact that I had to call just to find out what was happening with our appliance repair is absurd. There should have been a courtesy call! I scheduled an appointment over the phone for the following Monday (01/11/21) between the hours of 12-5pm. While on the phone with the agent, I asked to speak to a supervisor in order to address my concern about the customer service. I was told that a supervisor would call me, and no one ever did.

It is now January 11, 2021 at 6:20pm and no service technician has arrived, and I still have a freezer that is busted, fridge that is struggling to stay cool, and it still keeps making noises. I cannot unplug it like the previous technician said I could do because I have nowhere else to put the food in it!  My wife called Best Buy, again, tonight and was told that a service technician would still be here but, no one has arrived, and no one will tonight. Additionally, when my wife spoke with customer service, she asked for a supervisor again. She was told no one was available and that she would get a call in 1-2 hours. We never received a call. This is atrocious customer service!

Is this how Best Buy treats its customers? What if this happened to someone who does not have another freezer in their garage? What is the point in purchasing a parts and service warranty? My question for you is: what are you going to do to make this better? Why should I continue to purchase our appliances and other goods from BestBuy?

Lastly, I want the whole unit replaced. This thing has snowballed into more and more problems with it and we have already had to throw out groceries. This is horrible customer service and BestBuy should be concerned about how they are treating us.

Thank you for your time,

 

Jeremy and Jennifer {removed per forum guidelines}
{removed per forum guidelines}
{removed per forum guidelines}
Jeremy {removed per forum guidelines}
Jennifer {removed per forum guidelines}

Posts: 638
Topics: 40
Kudos: 85
Solutions: 25
Registered: ‎07-23-2018

Re: Complaint

Hello, Jeremy,

 

Thank you for taking the time to share your feedback on your experience, although we wish you were not facing issues with your refrigerator. When major appliances are not working properly, having Geek Squad Protection (GSP) should offer some peace of mind. While it sounds like things started off with the repair progressing as it should have, it is clear other concerns have presented themselves, and we know this is something you’re eager to have addressed. Communication is extremely important. If you had requested a leader to call you back, that should have happened, and we are sorry if that was not the case.

 

If you’re still in need of support, our team would be happy to see where things stand. Feel free to connect with us privately, by sending a Private Message. To get started, simply select the blue icon across from my signature. For verification purposes, please be sure to include your full name, email address, and telephone number.

 

Best,

Sarah|Social Media Specialist | Best Buy® Corporate
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