01-31-2019 07:51 PM
Our Samsung refrigerator broke on 1/26, which was a Saturday. The first appointment slot they had was Thursday, 1/31 between 8am-12pm. 5 days without a fridge is horrible, but manageable. However on the day of the appointment, we got an email at 12:15pm, saying our appointment was rescheduled to 2/7! There are many things wrong with this:
My husband talked to 3 different Geek Squad people, and NO ONE could help us get this fixed sooner. This is completely unacceptable, and I will never, ever buy an appliance from Best Buy again. I have told everyone I know NOT TO BUY THERE! Worst customer experience I have ever had.
02-06-2019 01:20 PM
Welcome to our community forums, and thank you for your patience while waiting for our response. I remember when I moved into my first apartment, and the refrigerator we were provided with stopped working unexpectedly. It wasn't until then that I realized how unappreciated my fridge was and how truly important it was to my daily life. I can absolutely understand your frustration having waited for a service appointment, only to discover it was pushed back to a later date. You have my sincere apologies for any inconvenience this delay may have caused you and your family.
It sounds like we’re scheduled to visit your home tomorrow, and I’m optimistic we’ll be able to get you all fixed up at that time. In case you haven't already, you may wish to fill out a Food Spoilage Reimbursement claim that you're likely entitled to under your Geek Squad Protection plan. If you have any further questions or concerns after your appointment, please let me know and I’d be delighted to see how I may be able to further assist.
Thank you for writing to us.
02-08-2019 08:06 AM
Unfortunately the horrible service continues. Repair person came out on 2/7 and they have to order parts. They said they cannot come back to install them until March 2. This means we are without a working fridge for 5 weeks!! I am beyond upset! HORRIBLE HORRIBLE experience!!
02-08-2019 10:19 AM
Good morning brittlaz,
Welcome back to our forums. From what you’ve described, it sounds like this experience is far from what we’d hope our customers will go through when trusting us to repair their appliances, and I apologize for frustration this experience has undoubtedly caused.
Using the information you’ve provided upon joining our forums, I see you’ve been in contact with our Geek Squad Client Care team yesterday. While I wish I could provide you a different answer than what it appears you were given, we’ll be unable to expedite the shipping of the parts needed to repair your refrigerator. With that said, once the parts are shipped to your home, please don’t hesitate to contact our Geek Squad Client Care team at 1-800-433-5778, and I’m hopeful they may be able to provide you a sooner service appointment date.
If you have any other questions or concerns, please don’t hesitate to visit our Support Forums again.