Best Buy Repair Support

[Cristinajamison]

Hello, I purchase all my appliances from Best Buy because I prefer to deal with a trustworthy company. Unfortunately, I had a problem with Geek Squad recently. We purchased a stove and a warranty on the stove. I requested installation to be sure there would be no issues and they informed me that it comes standard when you purchase the warranty. About a year later, the stove stopped working. Geek Squad came over and said that it was an electrical problem and that we needed to call an electrician before they came out to repair the damage. We hired an electrician who informed us we needed a new wire because of an installation error. He said that the stove we had could not be used with the aluminum cable, which was labeled on the electric box, and that we were lucky we did not end up with a house fire. When Geek Squad came back, the first thing I was told was that I had to pay for the new plug because it is not covered by the warranty. Once I told him what the electrician said he said Best Buy would cover the cost of the plug, but to call the store to discuss the electrician’s bill. I did call Best Buy and I was told that it would not cover the bill because the installation was free. Whether the installation is free or not (and my understanding is that it is actually tied in to the warranty, which we paid for), it is the responsibility of the installer to ensure that the appliance will be installed safely and work properly. This is a very disappointing situation that I did not expect to run into with Best Buy and I hope someone can look into it.

[Graham-BBY Social Media Specialist]

Hello and thanks for reaching out on our Forums, Cristinajamison!

Getting an install should be easy and we understand your frustration with this experience. We would like to hear more and look into this for you. 

Could you send me a private message with the following information? You can do this by clicking the blue "Private Message" button in my signature.

• Full Name
• Phone Number
• Email Address
• Order Number

Kindly,