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Posts: 1
Registered: ‎04-01-2021

Expensive Lemon Range, Sick of Waiting

To whomever it may concern:

After spending months over the holidays without a working oven, trying to comfort my toddler who begs to bake with me, and finally, yet another month or so before I can get a (maybe) working oven, through four family birthdays and who-knows how many tantrums over not being able to bake with mommy, I think I've finally come to the realization that Best Buy and Geek Squad are no longer the companies I worked for, and have spent thousands of dollars in. We might not be your best customers, but as a former employee and life long enjoyer of what Best Buy has to offer, purchasing a lemon of a $3000 range, only to be told I will have to make do with a lesser range has made me unwilling to spend another cent with you guys.

I purchased our range in September of 2018, it seemed like a great deal, half off a 6-burner, double oven range! It took awhile to deliver, but once we finally got it here, the Wi-Fi connection wouldn't work. We had 2 or 3 techs out, multiple parts replaced, only to be told to contact GE service because it wasn't integral to the function of the stove. I opted out of that, simply because the techs were right, I certainly didn't need it to use my stove and it was not important enough to scrap our nice new stove over. Boy, do I wish I had done that now, because more than likely, we would have received a stove that worked! We really thought that Best Buy and Geek Squad would have our backs.

About a year later, in November of 2020, our ovens (the control panel, to be specific), just died. I was no longer able to use anything but the stove, until they came out to replace the control panel, for the third time. Then it died again a week later, and again and again and again. I was without a single working oven (if you remember, we have two on this very expensive range) over Thanksgiving, Christmas, my birthday, two other family birthdays, Easter, and I'm going to assume Mother's Day and beyond, at this point. No Christmas cookies, no Thanksgiving pies or turkey, no Easter cookies or ham; none of the things I look forward to every year, and none of them I could share with my son, who was finally old enough to join me as a helper in the kitchen. I love to bake and I make everything from scratch; losing two ovens is losing a major tool to make healthy dinners, bake delicious foods for the people I love and make crafts with my kid. I've spent hours trying to get our requisite three repairs for the same issue, just to be told that I would not be able to receive the same range that actually works. Instead, I will receive a range that has fewer features and less of a reputation with ranges (GE vs. LG, is there really even a comparison?) because the range I want is apparently too far away.

I understood, to my frustration, that I would not get a like-for-like range, because the same model had been discontinued and the newer model, while the same original price as the range I own, was $1500 more than I paid for it, and therefore I would not be able to receive an even exchange. You guys have it ironclad in the warranty paperwork, but imagine my frustration being told that the range, which you'll remember was not fully functional from the very beginning, was not going to be replaced without paying for it again. Just like everyone else during the pandemic, we have made many sacrifices to spending and saving because my company is not making any profit, and we've had to put both preschool for my son and an expensive surgery for our dog on hold, only to find we are going to have to basically purchase another range. Which would have been much more worth it if I were going to receive the same range I have enjoyed so much over the last two years. Except now, we have no choice but to purchase a range that isn't in the same tier as the range I own, simply because it's not geographically close enough? This whole process has been incredibly frustrating to deal with in the middle of a pandemic; we had more than one tech come in the house wearing their mask incorrectly, we've had way more people than I'd ever be comfortable with coming into my house during a pandemic, and all for naught, because I'm going to be stuck with a range that I don't really want, but have to take because otherwise I won't have a range at all.

So, you guys will never receive another penny after this is paid off. Between NewEgg and other appliance stores, I have a hard time imagining we won't be able to find more products with better prices than at Best Buy, and we may not be able to find a better warranty, but I can guarantee it won't be worse! The time, effort and frustration I've had to put into getting a functioning range--I've been mansplained how to work my own freaking oven, I've been on hold for hours trying to get an appointment--and all to get a lesser range for twice the money is not at all what I expected from Best Buy. I am very disappointed in the disinterest I've gotten with getting help to fix my range, and I will be very glad to not have to deal with Best Buy and Geek Squad ever again.

Yes, we have a Geek Squad Protection Plan, yes, we have gone through every avenue imaginable to try and get the range we want, but I'm very disappointed to find you guys are anti-helpful.
Posts: 1,703
Topics: 89
Kudos: 278
Solutions: 81
Registered: ‎11-23-2018

Re: Expensive Lemon Range, Sick of Waiting

Hello, cytotoxic42, and welcome to our online community!

Thank you for posting on our forum. As someone who uses their oven regularly, I can imagine how great of an inconvenience it would be to have this very important appliance unusable. I am planning on cooking a nice meal for a few family members this weekend, and that would be nearly impossible to do without a working stove. I understand how much you've relied on your oven specifically for meals, gatherings, and as a way to spend time with your kid. I hate to hear about the experience you've had with repairs and an exchange, and I'd like to see what I can do to help.


To start, please send me a private message including your full name, email, phone number, and any applicable order or service numbers. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 1
Registered: ‎04-05-2021

Re: Expensive Lemon Range, Sick of Waiting

Hi Scott, this is Keith, I've made an account to figure all this out. Thanks.
Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Expensive Lemon Range, Sick of Waiting

Hello, kbritt09,


Welcome to our community! In order to get everything confirmed, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

Scott|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!