07-21-2019 04:19 PM
I bought a high end Samsung refrigerator approximately 2 years ago with a geek squad warranty. The fridge has been nothing but trouble thus far. Ice maker has gone out 3 times. First 2 times I called geek squad had no problems. Got someone out to repair the ice maker 2 times in a reasonable amount of time. Last time I called the vendor supplied by Bestbuy scheduled me for a week out and when they came to fix the ice maker they made the problem worse and after the repair person left we found we had no cooling to the fridge. Lost all of our food and called geek squad back. After multiple calls hold times, talking to supervisors a series of scheduling errors from the vendor to geek squad. The best resolution anyone could offer was the same vendor 2 weeks after they broke the fridge. Certainly not the promises that the sales people offer. I have a multiple warranties for a TV, dishwasher, etc. and with this level of service I regret purchasing them. Put a call in to a supervisor about 5 days ago still waiting for a return call. Have to admit I’m amazed that customer service on the warranty side is this substandard compared to what I get on the sales floor. Hope this story will help someone else when trying to determine spending the extra money on a warranty. Your better off dealing with the manufacturer direct.
07-23-2019 04:05 PM
Welcome to our online community. Thanks for making your very first post.
It's hard to plan your week around a malfunctioning refrigerator, especially when it comes to planning out meals. I'm sorry for any inconvenience these repair issues have caused your household, and that we haven't yet met your expectations with your repairs. It sounds like you've had many repair visits, and have spent a lot of time on the phone trying to get this fixed. I would be happy to review your current work order, and ensure that your concerns are being routed to the appropriate teams. To get in touch, please send a Private Message with your full name, email address, and phone number. You can find a link to send a Private Message in my signature.