07-12-2019 03:07 PM
I was hoping to find a customer support email address but I guess this is the only option. I also called the 1-800 number but after being provided a 54 minute expected wait time, again, this is the only option.
I am so completely frustrated with the Geek Squad service provided for our brand new Samsung Dryer. The unit is only a couple years old and stopped working completely 4 weeks ago. I called Geek Squad and made an appointment for the following week (soonest available), the appointment day came, I took the day off of work to allow for the 4 hour time slot. I get a call within an hour of the appointment stating the parts were not in yet and to call to reschedule. I call to reschedule for the following week, again, I take time off of work to be home. I get a call stating the parts still were not in and that they would ship them to my house and once arrived to please call to schedule the appointment. Another week goes by, no parts. I call and am told "Oh yeah they have been sitting at the store since last week." Already completely frustrated I make another appointment and ask the man on the phone if he can please make sure the repair man knows that the parts are at the store and not at my house before he shows up to our thrid appointment. I ask this several times to ensure there is communication happening regarding the location of the needed parts. I am repeatedly reassured that the parts will be picked up by the repair man the morning of the appointment. Now here we are day of appointment number 3 and the repair man shows up, and says "I hope you have some parts for me!" No. I do not have the parts because the parts are still at the store where they were delivered. Now, a 4th appointment is scheduled for next week. This makes 4 days I have had to or am missing work to be available for the repair man. The amount of money I spent on an extended warranty mixed with the hours of missed work nowhere near matches the amount it would have cost to make this repair by a local reliable repair man, not to mention the time spent at the laundromat using a working dryer. I will never purchase an extended warranty through Geek Squad again. I only hope that this issue helps in streamlining the process for others.
07-12-2019 06:39 PM
Thank you for taking the time to let us know about your experience with this repair. I know it's not easy to take time out of your day to make time for a repair appointment so I can understand how frustrating it would be to so many appointments fall through. I'd certainly like to take a deeper look at what happened here to see how we can best assist you. Can you please send me a private message with your:
You can send a private message by clicking the blue button at the bottom of my post. I look forward to your response so I can continue to research this.