01-23-2019 03:55 PM
I have a 3 year old Samsung front loading washer with a Geek Squad policy. From December 21 until today, January 23, Geek Squad has been out 4 times to repair my washer. It is still not fixed. My repair tech said that it has already cost BB more than $900 in parts/labor. Now they (2 repair people are here today) have been told that they should replace the motor. The computer components and more have been replaced and still the washer does not work correctly. At what point do I request a new machine? This is ridiculous from your point of view...you're spending more on trying to repair a washer that is clearly not respponding to your Geek Squad repairs. How can I escalate this?
01-23-2019 04:31 PM - edited 01-24-2019 01:03 PM
Hey there, jonfin,
It sounds like that Samsung washing machine is causing quite the stir in routine, and I don’t imagine it’s been a pleasant sort of stir. I’m so glad you got a Geek Squad Protection Plan (GSP) so you could be covered for these unexpected repairs. That being said, multiple repairs in a short time frame can feel particularly time consuming so I totally get where you’re coming from in asking about replacement.
Regarding product replacement under a GSP, that can depend on a lot of factors. I would advise reviewing your GSP by selecting the correct date range (based on your purchase date) from the drop-down menu on BestBuy.com here. Beyond that, I’ll gladly look at the details of your repairs here to see what options may be available for you. So I can do that, please send your full name, phone number, and email address. I should be able to look up your recent repairs with that information, but if you have those repair order numbers handy you can send those to me, as well, for reference. To keep your information secure, make sure to send me a private message; you should be able to select the “private message” option from my signature below.