04-18-2021 12:07 AM
We bought a dishwasher with a 5 year geek squad warranty from BB 3 years ago. It broke, and we have not had the promised warranty services -- we have now been 2.5 months without a dishwasher, with no end in sight. Our dishwasher broke in early Feb. 2021
First BB sent us to A&E to get service. A&E delayed making an appt for 2 weeks, then failed to show up for the first appointment (leaving me waiting for them all day), and also failed to show for the 2nd appt. It was about a month after our dishwasher broke when they came out. Then they said they had to order parts. The parts did not come for over a month. On April 8th, BB said we could get a credit -- only valued at what we paid -- for our dishwasher 3 years ago, which was not enough to buy a new dishwasher of the type we would want.
We ended up paying yet more money and bought an open box, "satisfactory" model from the floor. When we saw it in the store it looked pristine, we were told it was in perfect working order and was returned owing to it not fitting in the buyer's house. Well, when it was delivered, it was dented. We said would take it anyway, just wanting to have a dishwasher. They installed it and found that it would not work -- it doesn't run -- it just constantly beeps, no matter what. The installers refused to uninstall it, and left it in our house just incessantly beeping. They said if we didn't want it to beep we could turn off the circuit breaker, but that turns off appliances and lights in our kitchen.
We tried calling best buy, but they never let us talk to a manager. 3x they said a manager would call us back, but they never did. The person who answers the phone said we can once again just get a gift card for what we paid, and we have to start this process all over again.
You really can't can't worse customer service than what we experienced. We can't even call the store where we bought this dishwasher to work something out. There is no way to call a store now.
04-18-2021 10:23 AM - edited 04-18-2021 10:31 AM
Thank you for reaching out to us.
According to the terms and conditions of a Geek Squad Protection (GSP) plan in Section 7b:
"Reimbursing you for replacement with a store credit or gift card equal to the Covered Product’s current market value, as determined by us, not to exceed the original purchase price of your Covered Product including taxes."
You can read more on the terms and conditions here: https://www.bestbuy.com/services/plans/termsconditions.html?CMP=ocss
As for the new unit, a new dishwasher can be an investment in your home, and I’m sad to hear that things have not gone as expected during the delivery. We strive to provide the best service possible, and I’d be happy to take a deeper look into the situation and review what happened.
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.