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New Member
Posts: 3
Registered: ‎02-05-2019

Geek Squad Refrig Repair

My husband called last week and made an appt for Geek Squad to come out today to replace a handle on the door of our Samsung refrigerator.

Issue 1:
We were told they would be here between 8 am and 5 pm. 9 hours is a HUGE window and you’ve basically asked someone to stay home all day to await your service. 4 hours is completely reasonable. 9 hours is completely unreasonable!

Issue 2:

I stayed home waiting all day with no service received. I informed my husband around 3 pm that no one had come to do the repair. He called customer service and was told that a rep had called but when my husband didn’t answer THEY CANCELLED the appt??!! We are both extremely upset about such a poor policy. For starters No one advised him that someone would be calling to “confirm” the appt he thought was confirmed when he made it! We receive so many Spam calls that we do not answer calls that we don’t have a record of and are not expecting! He checked the voice mail and found a message, tried to call back to ensure that we received our service and was met with multiple pre recorded screening barriers to try to navigate through. He never reached a live person. Meanwhile I waited all day for a service that never came. Completely unacceptable and your policy/procedures are not in the least bit logical.

We now have to make another appt to have our Refrig fixed. This demonstrates that you could care less about furnishing good service after the sale has been made.

I’m very upset and in the future plan to take my hard earned dollars elsewhere.

Posts: 1,692
Topics: 42
Kudos: 218
Solutions: 84
Registered: ‎10-19-2017

Re: Geek Squad Refrig Repair

Hello Songstress61,

 

Welcome to the Best Buy forum and thank you for taking the time to reach out to us here to tell us about your recent experience with your Geek Squad repair appointment for your Samsung fridge. I’ve had issues with my fridge, too, so understand how frustrating a buggy fridge can be even without needing to make another appointment.

 

Though I cannot change what has gone before, have you already gone ahead and set up another appointment for an agent to come out for a diagnostic? Please let me know if there is something in particular that I can assist with here. Beyond that, I would like to record your feedback about this repair appointment experience. I’ll be sending you a message shortly to ask for some additional details. You should be able to view that message by logging into the forum and selecting the envelope icon from the upper right-hand corner of the screen.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-05-2019

Re: Geek Squad Refrig Repair

We have made another appt for tomorrow. They said they would call tomorrow and give us a 2 hour window for service.
Posts: 1,692
Topics: 42
Kudos: 218
Solutions: 84
Registered: ‎10-19-2017

Re: Geek Squad Refrig Repair

Hi Songstress61,

 

I’m very glad to hear that you have an appointment scheduled for today with one of our service providers. Please do let me know how it goes!

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-05-2019

Re: Geek Squad Refrig Repair

Since they Geek Squad cancelled our Tues appointment we rescheduled for today. They told us someone would call before 9 am to give us a 2 hour window of arrival. After waiting and it nearing 9 am I finally called them at 8:45 am this morning to get the estimated arrival time. The rep said someone will call you by 9:00. I said “so within 15 mins”? She said “yes”. That did not happen.. so I called back at 9:30. She said it says here (now) that they will come between 3 and 5. With that I leave the house to run my errands and visit my sick friend. At 1:30 pm I receive a call from Geek Squad telling me they can now be there in about 12 mins. (!!). Not wanting to miss them again I beat it home.

The repair was completed and they apologized when I explained my frustrations in dealing with how they carry out their service. They then ask me for the Refrig handle since they were to repair a handle that had fallen off. They also then tell us that they do not bring new equipment they just use our old equipment to do the repair. I located and gave them the handle but found myself wondering what if it had been broken or unusable? No one ever mentioned that they only did repairs using parts etc already there.

To all of this I say communication really does go a long way and Geek Squad might have less complaints if you communicated better and followed through with what you have committed to better! I am relieved, however, that my repair was eventually completed.
Posts: 1,692
Topics: 42
Kudos: 218
Solutions: 84
Registered: ‎10-19-2017

Re: Geek Squad Refrig Repair

Hey there, Songstress61,

 

While it sounds like it didn’t go as smoothly as we would like, I’m very happy to hear your report that your fridge repair ended in success yesterday. As we had previously discussed, I’ll be sure to record your comments here as we can use customer insights in our continuous effort to improve our services. Please know that if anything else comes up that I can assist with, that you are more than welcome to reach out again.

 

Kind regards,

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