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New Member
Posts: 8
Registered: ‎02-13-2021

Poor Customer service

We scheduled with geek squad to come look at our LG refrigerator on a Friday(2/5). A third party company (Central Appliance) came in to look at fridge and told me the compressor was shot and would report to warranty company. We waited to over the weekend to call on Monday (2/8) to see status of what was going to happen. Talked to 1 agent who said that I had to wait to hear from warranty company. I asked when that would be and they said they were not sure. I got transferred to another agent who told me again about the process and the claim was with the warranty company. I asked again when I would find out. He the transferred me to a “special ops” agent who then informed me that because it’s an LG that the company kicked it back and another person has to come out to look at the refrigerator. This was now about an hour into my initial phone call. I told them that this was unacceptable because now I have to take another day off of work to have someone “look at the refrigerator” without knowing when or if it will be fixed. I then asked to speak to a supervisor who told me that they dropped the ball initially and should have had an LG certified company originally come out. The supervisor who would not give me her name then connected me to LG. The person from LG did not speak clear English and was very difficult to understand and could not give me an answer when someone would come out to see the refrigerator. The person from Lg informed me that I would have wait 24-48 hrs to hear from someone about scheduling an appointment. I asked to speak to a supervisor and was told there were none available. I was up to about 2 hours on the phone. Out of frustration I got off the phone with Lg and called geek squad again. The agent still could give me no answers on how things got miscommunicated. I informed the agent about my terrible experience with LG and the agent then reconnected me with LG again. The LG person was a little better help and told me that someone should be here tomorrow but could t tell me if it would be repaired or not. I also got no confirmation from LG about service call that they scheduled.  On Tuesday (2/9) I decided to go on to the Best Buy online geek squad chat because I was so frustrated over everything that happened and wanted to let them know that I never got a confirmation from LG about the repair.  On the chat I was on I talked to agent Rachel M.  I explained the whole situation to her and in the chat she told me that the geek squad would personally take care of this and would have someone at our house on Friday (2/12) and the work would be "100%" guaranted completed.  I asked her again if this is true and she told me it would be done and completed.  It was scheduled to have someone will be at our house on Friday (2/12) between 12pm-5pm. I had to take another day off of work for this.  So, on Friday at 3:00pm we get a call from the 3rd party company, A & E Factory Service, that they cancelling our appointment because the technician is overbooked and would have to reschedule.  The operator from A &E told me that Best Buy should have never scheuduled the service becasue they were overbooked. At this point we are very upset because now after being promised by the geek squad agent that the job would be done, we now have to reschedule again!  I called best buy geek squad right away and had to re-explain the whole situation over again to 3 different agents who all apologized but could give me no answer why the job was schedueld and promised to be done on Friday and it was not!  I finally got to a supervisor who was not sympathetic at all to our aweful experience with unfilled promises.  He basically told me that he wasn't responsible for what an agent online promised us and we were out of luck and we would need to reschedule. I asked to speak to someone higher up from him.  He then transferred me to corporate which had no one who I could talk to.  Corporate then transferred me to appliances who listened to me and told me that this was a geek squad issue and tranferred me in the middle of talking back to geek squad. So after 2 hours of being on the phone I was back to square 1.  We rescheduled with A&E for next Wednesday (2/17).  

 

So at least 6  hours of being on a phone over 2 days and 1 hour on online chat we are stuck with no refrigerator, $400 lost in food and 4 kids we are living out of coolers in the garage hoping someone comes to see our refrigerator on Wednesday.  This now will be almot 3 weeks without a refrigerator.  I have never been so frustrated and upset as a customer ever!

New Member
Posts: 8
Registered: ‎02-13-2021

Re: Poor Customer service

What is the time frame of receiving any feedback on this forum?  This has been a very stressful situation for my family and I.  We have have not had a refrigerator going on 2+ weeks due to miscommunication and unfilled promises by best buy and geek squad.  I do not understand how a company can so poorly mismanage a situation like this and feel good about it.  Please help!

Best Buy Employee
Posts: 2,455
Registered: ‎01-09-2015

Re: Poor Customer service

From the Announcement on the front page of the forum:

 

"Welcome to our Best Buy Community Forums. Due to high incoming post volume, our current response time is 2-3 days. Please review floated posts and solutions posted, as this may assist you in answering your concerns. For more immediate assistance, please contact us at (888) 237-8289. We do not have any information as to when more PS5 or Xbox Series X/S pre-orders will be available."

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 8
Registered: ‎02-13-2021

Re: Poor Customer service

It has been a few days and I have not heard anything from Best Buy.  I have called that number that is listed above and have not received any positive feedback or answers to help solving this problem with my LG refrigerator.  This whole process has been so aggravating and stressful.  I really do not understand how a customer could be treated like this.

Best Buy Employee
Posts: 2,455
Registered: ‎01-09-2015

Re: Poor Customer service

I am sorry that my answer to your question "What is the time frame of receiving any feedback on this forum?" was not sufficient and you didn't find it helpful.

 

Today is day 3, the time listed is an estimate that fluctuates based on actual traffic to this forum and the length of time necessary to solve the issues of the customers ahead of you.  Once the moderators reach your post, they will respond here.  

 

This forum is not intended to replace the standard support channels, but while it does take a little longer to get assistance here you are getting assistance from our corporate team.  Typically, the local staff has a direct line to those who are scheduled to complete the work, which is why everyone recommends starting there first. If you have already worked with the standard support, please hold tight and they will assist shortly.  They will likely need to partner with your local Best Buy Store / Warehouse / Geek Squad staff in order to find a resolution, but they will be able to do that. 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 8
Registered: ‎02-13-2021

Re: Poor Customer service

OK.  Thanks.  Looking forward to hearing from a corporate team member soon.

Best Buy Employee
Posts: 2,455
Registered: ‎01-09-2015

Re: Poor Customer service

Just wanted to share the updated Announcement:

 

"Welcome to our Best Buy Community Forums. Due to high incoming post volume, our current response time is 2-3 days, and Home Theater/Appliance delivery/repair responses are currently 6-7 days. Please review floated posts and solutions posted, as this may assist you in answering your concerns. For more immediate assistance, please contact us at (888) 237-8289. We do not have any information as to when more PS5 or Xbox Series X/S pre-orders will be available."

 

 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
New Member
Posts: 8
Registered: ‎02-13-2021

Re: Poor Customer service

Seems about right for everything going on with this situation.  Thanks

New Member
Posts: 8
Registered: ‎02-13-2021

Re: Poor Customer service

Update:  A&E service came out today to confirm what the original tech from Central Appliance told us is that the compressor is shot.  After the tech is done he informed us that a new compressor is being ordered and will not arrive until next week.  They are scheduled to come back on 2/25 to put the new compressor in that is being delivered to my house.  Hopefully it is delivered on time and the tech comes back on the scheduled date.  By the time the tech comes back it will have been almost a month without a refrigerator.  This could of all been avoided if Best Buy sent an LG certified tech out the first time. Also with Best Buy's unfilled promise to have this all done by next week, I am not to 

optimistic that this will be done by the promised date. Reading through some of these forums there has been a lot of issues with this kind of situation.

 

Who would of thought that a company could put a customer through this chain of events and all they can do is say "we apologize" .  An apology has done us no good with my family of 6 living out of coolers for the past month because of best buy miscommunications and could not hold thier promises to get the job done.  What a miserable experience this has been!

Posts: 705
Topics: 31
Kudos: 138
Solutions: 49
Registered: ‎02-08-2019

Re: Poor Customer service

Hey, kdmolly,

 

Thank you for bringing this to our attention here on the Best Buy Forums. First, I am sorry to hear about your refrigerator not working. A major appliance such as this going out is such an inconvenience, and further, it sounds like you've had a difficult time getting assistance with this. 

 

I can imagine it's been very difficult to go so long without such a major appliance, and I'd like to take a closer look into this and see what our team could do to help. So that I can get started, please send us a private message with your full name, email, and phone number.

 

Best,

 

Meg|Social Media Specialist | Best Buy® Corporate
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