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Posts: 5
Registered: ‎07-07-2018

Geek Squad Protection Plan- Repair crew in training equals further broken appliance

Original post deleted. This is now a shortened version due to time limitations but still want to post the horrible experience I had today.

1/31/19 Initial call to Best Buy Geek Squad to activate service plan for my Samsung French Door/Chest Drawer- The freezer not cooling and items thawing. Agent troubleshot the issue over phone and ordered PC board to be replaced on 2/6/19.

2/1/19- Fridge part of appliance no longer cooling and compounding the issue. First agent connected to when called Geek Squad was dismissive and did not care to escalate the issue. I requested to be transferred to new agent, got lady who was very helpful and set up an appointment for a live person to come to my home and diagnose the problem since it was worsening. Appointment set up for 2/2/19 for live diagnosis.
2/2/19- Agent diagnosed and determined that freezer panel/fan needed to be replaced along with temperature sensor. Original appointment was honored and new parts to be delivered by 2/6/19.
2/5/19- All replacement parts arrived (freezer panel/sensor/PC board)
2/6/19- Two geek squad agents arrived to my home, Martin (the trainee) and Gilbert. Martin proceeded to open up the fridge panel as Gilbert instructed, attempted to replace fridge sensor with freezer sensor and broke attaching clip in the process. Gilbert then realized they had opened the wrong panel, proceeded to put back now broken panel for fridge (insulating foam was hacked off to allow separation) and installed same fridge sensor back with attaching clip now broken.
They opened the freezer and proceeded to replace the right parts but in the process having difficulties. The PC board was replaced with what seemed an equally challenging process.
Now to the reason for my post..Geek Squad Service Protection Plans are sold under the guise that it will be honored and delivered by professionals. That was not the case today. Today's events and experience have left me with no confidence on the previous delivered promise by Best Buy for quality products and service. I hope this re-post does not get removed like the original and that I am contacted to remedy the situation created today by ineptitude and lack of experience. I would hate this to compound on my previous bad experience with Best Buy and passing of the buck when I called to report this over the phone just minutes ago.
I got referred to a field marshall that the phone agent explained would be able to rectify the situation only to be cold transferred to a generic voicemail.
Posts: 3,203
Topics: 49
Kudos: 224
Solutions: 172
Registered: ‎08-21-2017

Re: Geek Squad Protection Plan- Repair crew in training equals further broken appliance

Hello anubis1771,

 

Thank you for taking the time to join our community forum and letting us know about your experience with this repair. Having any major appliance go out is never a good time, especially something as important as your refrigerator or freezer. I know I wouldn't expect a repair to make my original problems worse, I would be glad to look in to this to see how we can best assist you moving forward. Can you please send me a private message with a few more details? I will need to confirm your:

 

Full name

Email address

Phone number

Order number

 

To send a private message please click the button at the bottom of my post across from my name. I look forward to your response so I can continue to research this.

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎07-07-2018

Re: Geek Squad Protection Plan- Repair crew in training equals further broken appliance

[ Edited ]

Full name: Fernando S. {removed per forum guidelines}
Email- {removed per forum guidelines}
Phone number: {removed per forum guidelines}
Order number- {removed per forum guidelines}

Posts: 3,203
Topics: 49
Kudos: 224
Solutions: 172
Registered: ‎08-21-2017

Re: Geek Squad Protection Plan- Repair crew in training equals further broken appliance

Hi there anubis1771,

 

Your previous post was public and contained personal information that I have removed. Can you please send that to me in a private message by clicking the button at the bottom of my post across from my name?

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!