08-14-2019 05:28 PM
I own an LG counterdepth refrigerator that is 18 months old with a three year Geek Squad Warranty. On August 2nd I opened my freezer to get some ice cream and it had all melted and all the things in my refrigerator and freezer were ruined since the refrigerator was no longer cold enough to keep my food. The refrigerator temperature was reading 50 which should have been 37 degrees and my freezer read 20 when it should have been on 0 degrees. I called customer service and the Geek Squad of which is hard to get a live person. I was told that it would take 5 days to come repair it and they set me up with a third party repair service not Geek Squad. I was never told that geek squad no longer services refrigerators.. The appointment was set for August 8th with Virginia Electronics. I called to verify the appointment and Va Electronics said they did not have me down for an appointment. At the same time a Best Buy e-mail confirms an appointment that was never made. I called back Best Buy who said let me make an appointment with A technician from Geek Squad to send for August 12th. At this time I was unaware that there was no more service from Geek Squad on my refrigerator or any refrigerator but they sent someone anyway. The technician tried to see where the problem was but had no authority to service it. He said that he thought it was a defective seal system that was no longer working. He tried to call Best to get me a loaner refrigerator and they said it would take 3to five days. He also tried to make an appointment with Va Electronics again for August 15th. When I called to check on the appointment there was no record of an appointment but again I received a confirmation e-mail from Best telling me the appointment had been made. . This is now almost two weeks without a refrigerator. I then called corporate office Chief Customer and marketing Officer. I pleaded my case and he said he would look into the matter and call me back. This was on August 13th. I have not heard back from him. There is now an appointment for the third party to send a certified technician to fix the refrigerator on August 16th. . When I called to check on the appointment they had me down for it but to come and fix my Kitchen Aid Refrigerator. WHAT!!!!!!! They will probably have to order parts. I went out and bought a small refrigerator.
I am at a total lose as to why this is happening and no one from Best Buy has checked to see if my refrigerator was fixed. As a matter of fact, I can get no one to solve this problem. It has already hinted to me that I should have a new refrigerator!
But no real soution has taken place yet.
08-15-2019 03:47 PM
Hey there, ShirleyCohen,
Welcome to the Best Buy Forums, and thanks for posting about this experience you're having with your refrigerator. I 100% understand the frustration and where you're coming from, and I'd love to see what I can do to help.
Can you send us a private message with your full name, email, and phone number? You can send me a message by clicking the blue button in my signature below.
Looking forward to hearing from you,