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Posts: 1
Registered: ‎01-31-2019

Customer Service Terrible on Extended Warranty

I have a refrigerator purchased in 2018 that I also have an extended warranty on. The ice maker needed repairs (an apparent flaw in the design).

 

I had a tech come out in mid-Jan'21. He diagnosed the issue, ordered parts and scheduled service for Feb. 12, 2021. There is an inch of snow on the ground that prevented the tech from coming to do repairs (the Best Buy down the street is open, terrible conditions for them to have to drive in I guess).

 

They want to schedule service now for mid-March 2021. I find this unacceptable, calling the service company got me nowhere so I call Best Buy, thinking (foolishly) as an Elite Plus member, and someone that has spent $10,000+ in recent years on items/warranties they would go the extra mile and assist me in getting a quicker repair. If you can bump me, shouldn't someone Monday be bumped to accommodate the existing earlier appointment?

 

After an hour on the phone and 2 escalations I got nowhere beyond having to wait 2-3 days for dispatch to call me back if there were any other options.

 

I told the final person from Best Buy that I spoke with that if this is not resolved I may move my business elsewhere which did not move him. Being a customer is a sad state of affairs these days. I think I am done with Best Buy.

 

Thank you for letting me vent.

Posts: 4,805
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Registered: ‎11-29-2016

Re: Customer Service Terrible on Extended Warranty

Good afternoon, avenger1138,

 

Thank you for joining our Community and sharing your experience with us.  Whether you've spent $10,000 or $10 with us, we hope to provide a positive experience when it comes to servicing your appliances, so it's disappointing to hear your experience thus far has been anything but.  

 

If you're still in need of assistance regarding this service for your ice maker, I'll need a few pieces of additional information from you, in order to address this matter further.  If you could use the blue "Private Message" button in my signature to send me:

 

  • Your first and last name
  • Your phone number
  • Your email address
  • Your Service Order number

 

As mentioned, be sure to use the blue "Private Message" button in my signature to keep your information out of the public view of our Support Forums, and if you're accessing our site on a mobile device, you may need to switch to "Full" or "Desktop" view before this button is visible to you.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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