11-25-2019 09:44 AM
I recently had service set up for a Samsung ice maker (second replacement in two years, but that's another story) via Geek Squad per my extended warranty contract. Service was farmed out by Geek Squad to a third-party. Third-party was given wrong phone number and apparently contacted Geek Squad in timely manner to tell them they couldn't contact me. No one from Geek Squad ever contacted me. Long story short - service had to be rescheduled for the day prior to Thanksgiving and I am still waiting on that to occur. Geek Squad customer service confirmed that the vendor contacted them in a timely manner but apparently no one at Geek Squad "checked the system". Huh?
This would seem to be a no-brainer for a company that sells all kinds of high tech products, but might I suggest that you improve your system to create an automatic notification when a vendor contacts you about a problem with servicing a customer. I'm very disappointed in the lack of customer service.
11-26-2019 11:28 AM
Thank you for taking the time to share your experience with us, although I wish this was not something you were dealing with. Being able to easily access ice from your refrigerator is a convenience many of us have become used to, and it stands to reason you’d be expecting a timely repair under your Geek Squad Protection (GSP). With a busy schedule myself, I can understand being frustrated about not being informed about the appointment being rescheduled, and I am very sorry that happened.
Based on your post, it sounds like you have an upcoming appointment scheduled for later this week, which I am confident will go smoothly. In effort to prevent this type of experience from happening in the future, we’d love the opportunity to document this here at our Corporate Office for further internal review.
If you would not mind sending our team a Private Message with your full name, email address, and telephone number, that would be extremely helpful. To get started, just select the darker blue button to the far right of my name below. We are always looking for ways we can improve our processes, and it seems your feedback will be beneficial in that regard.