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New Member
Posts: 4
Registered: ‎04-21-2021

Horrible customer service/warranty coverage

By way of background, we purchased several kitchen appliances from Best Buy in Honolulu in 2016.  At that time we also purchased extended warranties, taking the coverage through the end of 2021.  The oven on our Kitchenaide range quit working, so in mid-February my daughter began the repair process.  She was told that it was the control panel and that one would be ordered.  An appointment was set for 03/02/2021 to do the repair.  That date arrives and no part was received, was told to call if the part arrives that day, it does not.  Couple days ater an email received that the appointment was reschedules to 03/20/2021.  That date comes and no one shows, no part arrives.  A call to Best Buy and was told that the part was returned as UPS could not deliver it.  Best Buy sent it to our address, but with their information on the shipping label, so UPS could not make contact to make the delivery.  Repair rescheduled to 04/02/2021.  Once again the technician says the part has not arrived, so he says he got manager approval to order it 2nd day air.  Again appointment is resheduled to 04/15/2021.  Call on 04/14/2021 as not confirmation of the appointment was received.  After speaking with several people, no one can confirm where the part is, no one can confirm the appointment.  On 4/15/2021, a call is made to complain about the lack of service/repair.  We are told at that time that the range is eligible for an exchange as the guarantee is that the repair is to be done within 30 days, or it is replaced as a lemon.  On 04/16/2021 call again.  Speak to several people as no one can process the exchange.  Tols that the part was delivered to the Best Buy warehouse, then told that it was not delivered.  Finally speaking to one person who hangs up on us.  Call again on 04/21/2021 to speak to someone about getting this resolved and I am told that my daughter has to call and that she can't give me any information and she hangs up on me.  It's a repair for an appliance that I purchased that is installed in my apartment.  Totally unacceptable customer service. 

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Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Horrible customer service/warranty coverage

Welcome to our community, Papapepe,

 

Thank you for reaching out to us. A new range would be a great fit in any home, and would be the perfect reason to try out some new cooking techniques. Though it sounds like things haven’t gone to plan, I am glad that you invested in Geek Squad Protection (GSP) so that we can have options to assist with your range.

 

Although multiple service appointments are never ideal, that may be necessary to service the appliance within the terms of the Geek Squad Protection (GSP) plan. I'd be happy to take a deeper look into your repair history and see what our options are. I can also see that you’ve already sent us a private message with more information. Please check your private messages going forward, as I’ll be reaching out to you there.

 

More on our GSP plans can be found here https://www.bestbuy.com/services/plans/termsconditions?CMP=ocss.

Scott|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 1
Registered: ‎04-21-2021

Re: Horrible customer service/warranty coverage

Thanks Scott, but I don't feel the same.  The above post was my father - I'm going to PM you after this to see about authorizing him to speak to Best Buy on my behalf because I work a full-time job and have spent so many hours trying to deal with this issue I am going to have to start using vacation time.

 

I have spoken to a total of 17 Best Buy employees and no one has been able to help me.

 

I have had four repair appoinments and no one has showed up YET.  FOUR TIMES.  

 

I have been trying to fix this range since February and I was told I should only have to wait 30 days.  Since it has been more than 30 days, my understanding is my range should be replaced.

 

I also expect a refund for what we paid for the protection plan, since we received zero benefit from the purchase of the protection plan.  

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Horrible customer service/warranty coverage

Welcome to our community, laurelelizabeth,

 

Thank you for reaching out to us. We strive to provide the best service, and I’m sad to hear that your repair concerns may not have yet resulted in the resolution that you were hoping for. We want every repair to be perfect, and I can understand your desire to learn more about what happened. I work at our Corporate Office, and would be happy to take a deeper look into the situation and provide additional assistance. I can also see that you’ve already sent us a private message with additional information. Please check your private messages going forward, as I’ll be reaching out to you there.

Scott|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-21-2021

Re: Horrible customer service/warranty coverage

I must add that yesterday I went to the Best Buy chat and inquired about resolving this matter with them.  They addvised that I would have to call and provided me with a phone number.  When I called the number that Best buy customer support provided, it was to the Whirlpool customer support.  Of course they will come out and do the repair - if we pay for it.  Ws this another effort to avoid honoring the warranty?

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Horrible customer service/warranty coverage

While I would be unable to speak to an in-person interaction that I was not a part of, I would be happy to assist you further. Please check your private messages, as I’ll be reaching out to you there shortly.

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