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Posts: 1
Registered: ‎12-30-2020

OMG I Can't bear to have to call your support line again

[ Edited ]

Best Buy NON-Service - Fridge

 

My fridge with the geek squad warranty, stopped being cold mid September. I have had 3 service providers and spent over 10 hours on your support line waiting after each unsuccessful fix attempt. 

 

  • Antech came  9/24/2020

Couldn’t speak English, just pointed at things. The receptionist was horrible. They didn’t even put the part order in for days after the first visit. Waited for weeks for a part. The same non-English speaking man came and put in the part. Said it was fixed, but it wasn’t.

 

  • Called Best Buy 

They said Area Manager would call in two hours – never called

Gave me number for AIG Special Forces – {removed per forum guidelines} – Escalation Dept for Repairs.

Called them. 1 ½ hours on hold. Sent out new request for repairs.

 

  • Axis came 10/28/2020

Said it was under warranty and he couldn’t fix it.

Had to call Best Buy again.

 

  • Called Best Buy right after 10/28 visit.

Two hours on hold.

Sent out new request for repairs.

 

  • A&E Factory Service came 11/30/2020

Much better service people, but they too just walked away after replacing a part, closing out the ticket before checking that the fridge was fixed.

 

  • Called A&E to tell them that it wasn’t fixed as well as texting the repair tech - 12/1-10/2020.

Was desperately trying not to have to give up a big chunk of my workday on hold with Best Buy. Finally got a person on the phone at A&E who said, since Best Buy CS customer, they couldn’t come back out without BB order.

 

  • Called Best Buy to tell them it wasn’t fixed 12/11/2020. 

No follow up comm. Nothing happened. Went through the holidays with a broken fridge.

 

  • Called to find out status 12/30/20

Operator transferred to manager call line – on hold for 50 min, gave up, redialed. 

Transferred to manager again – on hold for 1 hour 7 mins. Someone finally picked up but said they couldn’t hear me and hung up on me.

Called back crying to the operator, begging for no more holds. Just needed to know if someone was coming to fix it. He tried to call A&E, no answer. Told me I have an escalation agent, Mr. Randy {removed per forum guidelines}, who was assigned to my case and should have emailed me. Operator says they have to send yet another repair person back out. They can't yet replace the obviously unrepairable fridge. 

 

PLEASE ISSUE A REFUND OR GIVE ME A DIRECT CONTACT SO I DON'T HAVE TO WAIT FOR HOURS! WE WILL NEVER BUY A BB WARRANTY AGAIN. IT IS NOT WORTH IT!

 

 

Posts: 173
Topics: 8
Kudos: 30
Solutions: 0
Registered: ‎02-08-2019

Re: OMG I Can't bear to have to call your support line again

Hi there, beverlycrawford!

 

Thank you for joining our community here on the Best Buy Forums. As a refrigerator is a constantly used appliance, I can understand wanting to have your back up and running ASAP. I am happy to look into this further! To start, please send a private message with your full name, phone number, and email address. You should be able to do this by clicking the blue button beneath my signature. 

 

Best,

Jenni|Social Media Specialist | Best Buy® Corporate
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