Best Buy Repair Support

[MelRichBan]

My Insignia refrigerator DIED after buying it new from Best Buy less than 14 months ago on March 20, 2020 (model NS-RTM18BK8Q). I never thought that I had to purchase an extended warranty for an appliance that should last at least 5, if not 10, years (whatever happened to good appliances like those from Sears that lasted forever??!!).

On Monday, June 14, 2021, I called Best Buy to request service, and was on the phone with them for nearly 3 hours (I was on hold, then transferred, then dropped, then had to call in again and start the process over and over again). On Tuesday through Thursday, I attempted to find a local appliance repair company that works on Insignia products, and no one does. I tried Best Buy again today (Friday, June 18, 2021), and I was told that, after Covid, Best Buy no longer services even their own appliances such as Insignia without a PAID extended warranty in place. I am happy to pay for the service and repairs, and any replacement parts, but I cannot get an appointment or anyone to help me at Best Buy or Geek Square. Now, I am unable to store food at home, and have lost hundreds of dollars in groceries this week.

HELP.

[Scott-BBY Retired: Social Media Specialist]

Welcome to our community, MelRichBan,

Thank you for reaching out to us. A new fridge should be able to provide years of service, and I can understand your concerns it it has stopped working. I’d be happy to provide some clarity on our options going forward.

We do offer our Geek Squad Protection (GSP) plans at the time of purchase as an option to add an extra layer of protection to an existing a manufacturer's warranty. The GSP plans can be added at any time during the Return & Exchange Promise window, and you could potentially have up to 45 days from the date of delivery to add a GSP plan. You can find more on our Return & Exchange Promise here , and more on our GSP plans here.

Since we may be potentially outside of the manufacturer's warranty period, it may be a good idea to reach out to our Geek Squad team at (800) Geek Squad or (800) 433-5778 to check and see if we'd be able to service the unit. Please be aware that any services performed outside of the manufacturer’s warranty coverage may be subject to additional service fees.

[MelRichBan]

Thank you for replying, but I have been unable to successfully complete a call with Best Buy's customer service using that SAME number you have given me. As you may read again in my message, I have spent about 5 hours in total this week, talking with numerous reps who then transferred me to someone else (without being able to provide me with a direct number of whomever they were forwarding me to), and then getting a voice message without voice mail that the extension was not available. I was also told that Best Buy NO LONGER SERVICES refrigerators (is that TRUE??) that were purchased at their stores IF A WARRANTY WAS NOT PURCHASED (this was the company's GIFT to customers during Covid, evidently!).  I then had to call AGAIN and AGAIN to get yet a new person, spend time catching them up to speed, and THEN NADA, NOTHING ... dropped calls, repeat repeat, and now I have just had it ... NO MORE BEST BUY PURCHASES FOR ME EVER ... NEVER ... worst customer service ... you are the first who has responded, but sadly, gave me the same number and the same way to repeat this particular circle of hell that I am sadly in.

[Scott-BBY Retired: Social Media Specialist]

Thank you for the additional information. I’m sad to hear that you may have been unable to schedule a diagnostic appointment during your previous interactions with an Agent. Although it seems that we may not have an authorized service provider in your area, I’d be happy to document your experience here at our Corporate Office. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.