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Posts: 1
Registered: ‎03-09-2021

Horrible Service

My heart is racing at this point and i am at a loss at this point on who to contact next.  This starts out almost a year ago.  I do have names, id numbers and companies but i wont post those not knowing if i am alowed.  We have a samsung fridge model RF263BEAESG.  The ice maker started to freeze, leak and the freezer bin has cracked.  We had the local service people come out to look at it.  They said it was a huge problem and that samsung just put together a new mother board and parts that they could order for us but they did not know how long it would take to come in.  That was back July 2020.  Several hours on the phone, several hours being bounced from one person to another, several months later...we got a phone call saying the parts were in and to be home at this time for an appt to put parts in.  We stayed home, after 6 hrs of waiting i called the repair company.   They said a apt was never made that the part never came in.  WTH.  I got another phone call saying they again could schedule me an appt to get parts put in, however i needed to be at my computer and give them remote control to schedule it.  Um no.  How did any scammer know i was waiting on the geek squad from best buy???   One of the calls early Dec 2020 I was told, by special forces, that because we had so much trouble they would send an emial to hopefully get an approval to  get a refund to purchase another fridge/freezer.  I had to wait 14 days if i got no email from them i had to call back and find out what was going on.  No email. I called. I was told 3 phone calls later that a refund would never be approved because it was fixable and noone should have told me that and that the parts were still on backorder.  I wait a few weeks, call again. I was told that surprise, the parts were there two months prior and they would schedule me a repair call. I had to give the order 24 hours to talk to the repair company to verify the date and time of repair.  And she promised me that they finally have this figured out.  So....I call the next day.  The repair company DOES NOT HAVE THE PART.  THEY SAY FOR SOME REASON, A COMPANY THEY DO NOT KNOW PUT IN COMPUTER THAT THE SERVICE WAS COMPLETED OUT!  So, again noone knows what the crap is going on.  Pass me back to the special forces.  I talk to her, she says it shows they have the parts.  She puts me on hold and contacts repair company.   They go over things and, yes, this unknown company completed out my order.  NO PARTS!  She then puts me thru to a supervisor.  Who you think is going to help, right.. All he says is that he can give me another service company to come out.  ITS NOT THE SERVICE COMPANIES FAULT.   And that he called the original company to find out why they wouldnt except the appt they set up for me this coming friday, but he had to leave a message.  Did he not listen to me??  THEY DO NOT HAVE THE PART.  I was very frustrated, he gave me the number for corportate.  All they did was transfer me to a store.  SO WHERE DO I GO FROM HERE???  Hours upon hours wasted with no help in sight.  I can say we will NEVER buy from Best Buy again!

Posts: 3,495
Topics: 79
Kudos: 133
Solutions: 188
Registered: ‎10-19-2017

Re: Horrible Service

Hello, Jrgalati,


Welcome to the Best Buy Community Forums!


I appreciate you taking the time to write us regarding your refrigerator. Having a Geek Squad Protection Plan is supposed to make these types of situations simple. I would be reaching out to someone if this was happening to me. I would like to look into this further, and see what options are available for you.


First, I am going to need some more details from you. Will you please send me a private message with the order number or Customer Service PIN off the receipt from the original purchase, date of purchase, your full name, phone number, and e-mail address? To send it click on the blue "Private Message" button next to my signature. I look forward to hearing from you.



Deysha|Senior Social Media Specialist | Best Buy® Corporate
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