03-17-2022 11:24 AM
February 25th, I had an appointment made to fix my oven settings which were not working properly. While the 1st technician came, he was able to fix my oven settings while scratching the entire stainless steel face of the stove, he noted with some stainless steel cleaner and a micro soft towel the scratches would go away, when I told him that wouldn't be the case, he went ahead and ordered a replacement part and came back on March 4th, replaced the stainless steel face he damaged, but then the oven wouldn't function at all, he then ordered additional parts to fix the oven. March 11th new tech came to fix the issue (didn’t want the 1st tech since he damaged/broke oven 2nd time around). March 11th two parts were replaced only to be told, that wasn't the issue and another part would be ordered. March 17th, waited mid-morning to be called by tech to be told, part was never shipped therefore the appointment was cancelled, it would have been nice to be told this the day before in order to avoid taking a day off. This is three days I've taken time off for BB Geek Squad to "repair" damages to my oven made by Geek Squad. BB Geek Squad customer service said they can't and won't do anything unless the tech requests a replacement of the stove. Two weeks going on three with no oven. I've sent a text to the 2nd technician to request replacement of the appliance. I was told by BB Geek Squad customer service manager, that I as the customer have to accommodate BB Geek Squad in regard to fixing what they broke on my broke oven.
03-17-2022 12:06 PM
Thank you for Joining us here on the Best Buy Forums, though I wish it were under better circumstances. As someone who enjoys cooking, I can understand the frustration you’re feeling of not being able to use your oven to its full extent. While at this time we may not be able to grant you a replacement unit while we are actively repairing it. In the event your unit cannot be repaired or we are unable to get the replacement parts we will happily replace it as per our Geek Squad Protection Plan. If you have any additional questions feel free to send me a Private Message so we can discuss any concerns.
03-17-2022 12:48 PM
Thank you Ruben for replying, so my question is, I as a customer have to accomodate BB Geek Squad's repair service on my stove/oven which they damaged/broke? Why am I being told differnt things by BB Geek Squads customer service?
03-17-2022 01:05 PM
Based off your initial message it would seem that there was an underlying issue with your oven that became apparent as the control panel was installed and then the door replaced due to the scratches. That door assembly is a few latches that keep the door secured and would not impact how the oven works. It is possible that while one problem was fixed the underlying issues were exposed in the current parts that are being ordered for you needing service. However i am not quite sure what you mean by being told different things by our Geek Squad Teams and would ask for clarification. If you would like to continue this conversation I would ask that you send a Private message as to look deeper into the situation I would have to request personal information.