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New Member
Posts: 2
Registered: ‎08-20-2020

Exchange Refrigerator

[ Edited ]

Good morning,


After fruitless attempts to resove this via phone, and many hours spent on hold, I am reaching out to you. I have been trying to get this refrigerator fixed since April.  I have a Geek Squad Protection Plan on my Samsung refrigerator.

Four attempts were made to repair the water leaking inside the refrigerator.  It could not be repaired via the service provider BB sent out those 4 times. The last service call was 8/3/2020. I was told it would be exchanged, without cost to me. So the problem is - how do I get it exchanged.


On 8/17/2020 I was issued Case ID#{removed per forum guidelines} and told this would escalate my issue and I would be contacted in 24-48 hours. No one contacted me. On 8/20/2020 I spent 2 hours on the phone with a BB agent who told me she had to contact another team and she kept checking back with me every 30 minutes. Even your BB agents can't get through to the Geek Squad Special Forces team. Finally, she said she would call me back. Well, here it is 8/24/2020 and no call back. I want my refrigerator exchanged. Please.


Thank you,


Mary F

Posts: 2,455
Topics: 102
Kudos: 227
Solutions: 116
Registered: ‎10-19-2017

Re: Exchange Refrigerator

[ Edited ]

Hello, Refrig,


Thanks for sharing your experience and bringing this to our attention. There’s never a good time for an appliance to stop working but having an outstanding issue for so long is certainly far from the experience we want for any of our customers. I know I would have questions in such a situation too. I’ll be happy to investigate this in greater detail to see what may be possible going forward.


To get started, please send me a private message with your full name, phone number, email address, and repair order number (if available). When logged in on the forum from a PC, you should see the blue “Private Message” button next to my signature below this post.



Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-20-2020

Re: Exchange Refrigerator

NO my refrigerator problem has NOT been resolved. I keep getting sympathetic replies asking for my patience. Well, the buck keeps getting passed from one BB person to another. If anyone, out there has any suggestions, I'm listening.



Posts: 5,681
Topics: 187
Kudos: 515
Solutions: 268
Registered: ‎08-21-2017

Re: Exchange Refrigerator

Good afternoon, Refrig,


Thank you by visiting our forums again and providing an update. As I mentioned in my last private message, I am currently working with our support teams towards a resolution.


Once I have an update I will be sending your a private message. Feel free to send me a message if you have any questions at this time.



AndrewB|Social Media Specialist | Best Buy® Corporate
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