10-25-2022 07:58 PM
Hello, I have been trying to get my LG refrigerator repaired since Sept. 30. A tech has been to my house 3 times so far and it is still over 50 degrees. He just canceled my appointment for tomorrow and @Geeksquad called to reschedule for another two weeks out. How does anyone think this is reasonable? I asked if I could get a different company to make the repair and they said NO. I asked if they could give me a new fridge and they said NO. I asked if they would even pay for the ice I have been buying every two days for the COOLERS I am living out of and they said NO. In fact, the only time someone has actually been helpful is when they said YES to selling me a whole new set of appliances and paying the extra $400 for a GeekSquad support contract. Honestly, what good is paying for the support if they can't fix the appliances when they do show up, then start avoiding appointments because they haven't a clue what they are doing?
10-26-2022 09:32 AM
Thank you for reaching out to us here on our Forums page, although I wish it were under better circumstances. I'd love to take a closer look at this with you to see what we can learn. To do so, can you please send us a Private Message verifying your full name, email, and phone number.
10-27-2022 03:04 PM
Thank you for sending over your information there. After taking a closer look, it looks like you will need to reschedule an additional repair. We ask this as it's the most effective way to get your unit addressed as soon as we can. For my better understanding, have they missed only the one appointment?
Social Media Specialist
Best Buy Corporate
10-27-2022 03:47 PM
They have missed one appointment yes. But more importantly, they have been to the house three times to fix the fridge and it is still not working. It seems the approach is much like a teenager working on a beater car. Replace inexpensive parts as you go without actually testing the components. On the last visit, they defrosted the fan motor. I asked if everything was 100% fixed before they left and the tech said he was certain it was fixed. 24 hours later the fridge was not cold. It is still over 50 degrees. Did he test the compressor? Did he verify all components were working correctly? Or, perhaps, did he just defrost the ice, put it back together, and leave? I think we both know the answer to that question. The customer experience Best Buy/Geek Squad delivers is deplorable. Come to the house, fail to fix, wait two to three weeks for another appointment, rinse and repeat. No concern for the customer at all. You think you'd want to close tickets by coming back the next day, but no, you seem content to stack unhappy customers like Alaskans prep cords of wood for the big freeze. No offer to send over a floor model until the repair is made, maybe even a little college fridge to keep the milk and meat cold. We've been camping out at the house for a month -- food in coolers, running to the gas station for ice every two days. It costs 10 times as much to earn a new customer as it does to retain a current one. According to the latest investor's report, YOY revenue tanked last quarter and future guidance suggests further erosion in 2023, largely due to Geek Squad dragging down the rest of the company. Not surprised at all. I will reach out to corporate, thanks anyway.
11-08-2022 03:02 PM
So they came back out and suggested I call LG directly because it was likely an issue Geek Squad couldn't fix. LG repair service has been to the house twice and replaced several more parts. It still isn't fixed and he's coming back out again tomorrow. Going on 6 weeks without a fridge. This is incredible. Thank goodness they aren't trying to fix something complicated like an MRI! Imagine, 3 different techs have been to the house for a total of 6 visits and it is still 60 degrees! What a cluster!
11-08-2022 04:24 PM
Hi there, lruehlen,
Thank you for providing us with an update here. I'd love to take a closer look at this with you again. To do so, can you please send us a Private Message. From there, we can see what our next best step can be.