07-12-2021 03:06 PM
I am a Best Buy Platinum member, and I purchased a Whirlpool refrigerator in September 2017, and of course the salesperson talked me into buying the "great" protection plan. Not long after we bought the refrigerator the icemaker and the freezer stopped working. We lost all of the food in the frezzer, but we had the protection plan. So, we scheduled a service call to fix the refrigeratror. The first repair person replaced a bunch of parts, but did not get the refrigerator fixed. So, we scheduled another service call. The repair person replaced some parts, but the refrigerator was still not working properly. So, we scheduled another service call, and finally a seasoned repair technician fixed the refrigerator (however, we did not get reimbursed for the food that we lost in the freezer). About a year later the icemaker and the freezer stopped working - same problem. We scheduled another service call, and fortunately the same repairperson who fixed the refrigerator the first time came on this service call. He fixed the refrigerator and told us that if the same thing happened again that we should get the refrigerator replaced because it was a known problem with "some of these Whrlpoool refrigerators and we got one of the bad ones." And, we did not get reimbursed for the food we lost in the freezer (supposed to be covered by the protection plan). About a year later the icemaker and the freezer stopped working. We called the Geek Squad to discuss replacement of the refrigerator as discussed with the repairperson a year earlier, but we were told that we had to have the repairperson diagnose the problem before they would consider replacement. So, we scheduled another service call, but sometime before the service person came to the house the refrigerator started working again. However, we lost everything in the freezer, but of course were not reimbursed. A few months later the icemaker and the frezzer stopped working. We called to schedule a repair person to diagnose the problem and get qualified for the lemon policy replacement. However, when the techinican came to the house he said that we had to pay $120 for the service call, and we said we had the protection plan. He said that we had to pay him $120, or he could not do the diagnosis. We called the Geek Squad and they said that our protection plan expired, but if we pay the $120 to get the technician to diagnose the problem that we could get a replacement. So, we did and the technician gave us an estimate of $1400 to repair the refrigerator, and he told us that the refrigerator we bought was 4 years old when we bought it from Best Buy. We called the Geek Squad and they said tough luck your plan expired. And, we did not get reimbursed for the food that we lost in the freezer, again. So, unless Best Buy makes this right, I will never shop there again, and I will tell everyone I can about my awful experience with the protection plan.
07-12-2021 03:22 PM
Welcome to the Best Buy Community Forums!
I appreciate you taking the time to share your experience with your refrigerator. Having a Geek Squad Protection Plan to cover your purchases is supposed to make these types of situations simple, and we always expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I am here to help where I can.
In order to look into this for you, I am going to need some more details. Please, send me a private message with the Customer Service PIN or order number form the original purchase, your full name, phone number, and e-mail address. To send it, click on the blue button next to my signature. I look forward to hearing back from you so I can continue assisting you. Let me know if you have any other questions.
07-13-2021 09:05 AM
Thanks for your response, prev_loyal_cust!
We have edited your post due to our Forum Guidelines. For your privacy, when sending personal information, please send it via private message. Please, send me a private message with the Customer Service PIN or order number form the original purchase, your full name, phone number, and e-mail address. To send it, click on the blue button next to my signature. I look forward to hearing back from you so I can continue assisting you.