Best Buy Repair Support

[michaelpasqo]

I am posting this message as I attempted to contact Geek Squad the last few day.  I purchased a geek squad protection plan with Best Buy back in 2017 for an LG refrigerator we bought.  The plan is good through December of 2022.  Last week the freezer stopped freezing food and generating ice.  There was water all over the floor since it was leaking from the icemaiker  I called geek squad to see if someone could come out to repair or replace the refrigerator on Thursday June 3rd.  At the time the person I spoke with said there would not be an appointment until Thursday June 17th.  I mentioned this a long time to go without a freezer but was patient and they mentioned they would contact me if there was a cancellation.  Over the weekend, the refrigerator completely stopped working.  We were out of town until yesterday and all of the food spoiled.  I have no refrigerator right now.  

I called Geek Squad again today and mentioned my refrigerator stopped working and was looking for an earlier appointment since I do not have a refrigerator or freezer working at the moment.  The person assisting me put me on hold and then came back only to tell me they have no other appointments except for the one placed upcoming on Thursday.  She was confused as I told her the appointment is not this Thursday but a week from Thursday.  I then asked her if I could speak to a manager.  She told me her manager was busy talking to other people.  I asked how I could voice my complaint and she could not tell me where I send an email with my concerns.  I also asked for her name at the end of the call as I forgot to write it down at the beginning.  She ignored me and said good bye.

Two weeks without a refrigerator is a long time.  I am concerned after reading all of the other experiences here with appliances not getting repaired for 1-2 months.  I can easily call a repair person to fix the issue and I will not have to wait 2 weeks for someone to come out and diagnose the issue.  The experience with Geek Squad does not feel positive at all and makes me question if I should just purchase a home warranty insurance going forward or buy from other retailers like Home Depot or Lowe's. Is there a way to rectify this issue without making your paying customers wait 2 weeks for a repair to a critical house hold item?

[Scott-BBY Retired: Social Media Specialist]

Welcome to our community, michaelpasqo,

Thank you for reaching out to us. A fridge is a vital device in any home, I can understand your desire to have it repaired as soon as possible. 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 fridge.

From what you describe, it sounds like there are limited qualified teams that can provide service in your area and you may well be scheduled for the first available appointment. While not ideal, I can share that if you’re having a cooling issue, you may qualify for a Food Spoilage claim under the terms of your GSP. If there has been a product failure that caused you to lose food, you should be able to access the Food spoilage claim form on our website for completion and submission via email here. If you follow that previous link, the form should be on the right side of the screen under the heading “Other helpful links.”

With this said, I’d love to take a look at your repair order. As I mentioned, it sounds like you are scheduled for the first available time for repair, but I’d like to double check and record your feedback here at the Corporate office where it can be available as we work to improve our services for our customers. 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.