11-07-2019 10:22 AM
Purchased a Samsung Refrigerator Model: RT18M6215SR at Best Buy on 8/25/2019 delivered 8/29/2019. I also purchased the extended 3 year warranty. On 10/28/2019 the refrigerator stopped cooling and making ice. Also, started making a loud noise. This is an appliance purchased brand new with extended warranty and only 60 days old. October 29 I called Best Buy to report the issue which then bounced me to Samsung because even though a 3 year warranty was purchased I was told it is actually only 2 years because the first year is the manufacturers coverage. Spoke to Samsung who opened a case then bounced me to a local repair company. Lakes Electronics (the repair company contracted by Samsung) did not come to check the refrigerator till 11/4/2019 to which only took 10 minutes to do. I contacted Best Buy again to state my dissatisfaction on how this is handled and the time-frame it is taking to resolve but they wiped their hands with it. The repair company will not be repairing this refrigerator till 11/12/2019 which makes over 2 weeks since it stopped working.
What makes Best Buy or Samsung think someone who purchased a new appliance paid the not only for a new product but extended warranty, that it's OK to leave a customer without use of this product for 2 weeks? Do you even know what a family's individual needs are? kids, specific health issues, etc.?
11-08-2019 05:35 PM
Welcome to the Best Buy Forums and thank you for taking the time to write in to us, although we wish the circumstances were different.
We're sad to hear about the current state of your refrigerator, as I can certainly understand how having a refrigerator that isn't working optimally is less not ideal. We apologize for any inconvenience this has caused you. I'm hoping that I may be able to shed some light on this. Under our Geek Squad Protection plan, we have specific sections that outline the steps taken for appliances regarding the plan in addition to the manufacturer's warranty. You can review the full Terms and Conditions of your plan here by selecting the date it was purchased. Part of the Terms based on your purchase date states "parts and services covered under the manufacturer’s warranty are the manufacturer’s responsibility and are not covered by us under this Plan during the manufacturer’s warranty period," under the section titled Manufacturer's Warranty. While we're glad to hear you have a repair appointment scheduled, we apologize for any delay in your service.
If you were needing to file a food spoilage claim, you can find the form to submit the claim here. You can submit the form via email at firstname.lastname@example.org, fax the form to (952) 430-7852, or you can mail It to the following:
GSP/Geek Squad Protection Reimbursements
Attn: GSP Reimbursements
7601 Penn Ave South
Richfield, MN 55423
I hope that this information helps shed some light on this. Thank you for taking the time to share your feedback with us. If you have any other questions, please let us know.
11-13-2019 09:43 AM
I understand your explanation but the time this has taken to be resolved is unacceptable. It is 11/13/2019 and my tenants still do not have a fridge. After calling and trying to get the right person on the phone Samsung has agreed to give a Best Buy store credit. This will take another 5 days to come through plus the delivery wait once I otrder a new one for them.
I purchased from Best Buy and a 3 year Geek Squad coverage per basic wording. 60 days into the purchase the fridge stops working and over 2 weeks later no repair or replacement on the fridge.
I get the policies but whatever happened to customer satisfaction? to finding a quick resolution for a customer? everyone passes the buck and the problem remains.
All of this has been aggrevating and time consuming for my tenant and myself.