01-03-2021 02:03 AM
I am writing a formal complaint reqgarding Geek Squad's lack of timliness and customer service. I have reached out to customer service numerous times by phone, and been put on hold for several hours, forwarding calls back and forth without any help.
I purchased a Samsung French Door 27.8 Cu. Ft. Refrigerator on 12/30/16 with a 5-year Geek Squad protection plan. Over the course of these four years, there were countless issues with the ice maker with condensation, dripping water, rusting all over the stainless steel, failing to make ice, over-freezing, gasket replacements, etc. but those issues have been tolerable and manageable.
On Friday 10/30/20 the refrigerator stopped cooling suddenly, and all the food spoiled. Hundreds of dollars of food. Geek Squad sent a local third-party vendor to our home on Wed 11/4/20 to service our refrigerator and we were told that the condensor fan failed. They ordered parts and when they came on 11/24/20 (20 days later!!!) to install it, they discovered that they ordered the wrong part. The re-ordered new parts which came quickly, but the vendor was unavailable until 12/9/20, so we waited another 15 days. The part was installed and the person was in and out in 10 minutes, seemingly pertrubed that he had to drive all the way out to our neighborhood for such a little task.
The next day, a very loud rattling noise started coming from the fan. We called Geek Squad yet again, and they weren't available until 12/14, so another 5 days of waiting for repairs. As it turns out, the last repairman didn't bolt down the condendor fan completely, so it was rattling inside.
I understand that applicance malfunctions do occur, and I have been patient each time we required warranty-related repairs. And I also understand that we are amidst Covid and the appointments might be fewer than usual.
However, the lack of timeliness and customer service these last two months have been inexcusible. Geek Squad (and its third party vendor) made several errors but made no effort to remedy the situation despite our pleas for help. It is absurd to expect a family with two small children (or anyone for that matter), to live without a refrigerator for a month-and-a-half. We did not receive an apology. Not one phone call, letter or explanation for the error or delay. When we called Geek Squad, we were put on hold for several hours, tossed around between people since no one was quite sure how to help us.
The refrigerator has been quiet for the last 15 days, but I am sad to say, the icemaker and noise problems are back. I tried to call Geek Squad again now, but was told that there were no local appointments available and the Geek Squad agent via chat, likely a bot, abruptly hung up.
I have been patient and tolerant, but I have hit my limit. I expect an explanation and an immediate remedy to this situation.
01-05-2021 02:41 PM
We do our best to provide you with timely repair services, and I am sad to see this has not been the case.
It is not the kind of experience that we want to deliver, and I wanted to thank you for bringing this to our attention.
I would be happy to assist with your order as needed, as well as to document your feedback here at our Best Buy Corporate office.
To get started, 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.