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Posts: 2
Registered: ‎05-02-2015

Poor Customer Service and Unable to Get Communication or Support for Samsung Washer

In April, i contacted Best Buy/Geek Squad to get service for my Samsung Washer that was having issues. When i purchased the washer, I also purchased the Geek Squad Warranty.

A&E Services was dispatched to my home for appointment 1 and they documented the issue and said it couldn't be fixed. I contacted Best Buy and they said the technician should have given me a RA number. They scheduled another appointment which is appointmemt 2 but a technician never called and i leave work early to go home and find a note on my door saying i missed my appointment.

I'm furious so i contact Best Buy and appointment number 3 is scheduled. The A&E Services technician says i need a new belt motor.

They order the motor and appointment 4 is scheduled for installation. The technician installs the motor and says that im good to go. I said that we need to start a test wash but he leaves and asks me to discard the old part. I start a small load of three pairs of jeans and 5 minutes into the wash, I get the 3E error. See that the tech had just left, I contact A&E Services dispatch, explained the scenario, and ask for the technician to come back. They said that he would come back and he never did.

I contact Best Buy again to explain the issue and I advised that I didn't want A&E Services at my home again. They claim to have escalated the issue and scheduled appointment 5 with another company.

Appointment 5 was scheduled with a new service compamy is out of Thomasville, GA. The technician comes out on 5/14 and says that he has to order new parts that should arrive in 3 days. Well folks, I haven't heard anything from the company so I called them on Wednesday, 5/22. They claim to have no record of my service visit.

I contact Best Buy again on 5/22 and someone in DOD said that they see where it was scheduled but there no notes. I was advised that I would receivean update on 5/24 but no one from best buy called.

I contact Best Buy again on 5/24 and spoke with a gentleman who said that he worked in the same office as the person i spoke with on 5/22. He said that he would email her and assured me that I would receive an update on 5/24. I didn't receive a call, email, or anything.

Best Buy has been my go to for electronics, appliances, computers, TV/Audio and more for years. Often staying at the Elite Plus level, I've grown to appreciate the service and pricing over the years.

This is my first attempt to us any warranties or protection plans and Best Buy has failed miserably. I plan to file several consumer complaints in addition to taking my business elsewhere moving forward.

I've been dealing with this issue for over a month and the poor communication and unprofessional/unethical behavior is appalling.
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Registered: ‎08-21-2017

Re: Poor Customer Service and Unable to Get Communication or Support for Samsung Washer

Hello, Killagruv,

 

Welcome back to our forums and thank you for taking the time to let us know about your experience with this repair. Having had my washing machine go out I know how big of an impact not having access to a major appliance can be. We strive to provide expert service and I'm sorry that has not been your experience so far. I would be more than happy to take a deeper look in to this to see how we might be able to assist you moving forward. I'll need a bit more information so I can continue to research this. Can you please send me a private message with your:

 

Full name

Email address

Phone number

 

To send a private message please click the button at the bottom of my post cross from my name. I look forward to your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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