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Posts: 1
Registered: ‎07-11-2019

Refrigerator lemon

We purchased a refrigerator in Nov 2018 and within the year we had a problem with the cooling system of the refrigerator. 2 months later the compressor was changed on 1/2/19 by your service vendor.
On 2/2/19 the unit’s cooling system was nonfunctional again and it was service again. This time they added frion to the system.
On7/1/19 our refrigerator’s cooling system wasn’t working again. Best Buy geek squad special services sent another service vendor to repair the refrigerator. He came on July 6th and told us that the refrigerator has an unidentifiable frion link, that the unit has “0” frion and that the refrigerator can not be fixed. He said that the refrigerator must be replaced. I followed up with special forces on Monday 7/8 to see if the vendor sent the report and they told me that he had notand that it takes 5-8 days from the time the report is received for the claim to be reviewed and a determination made. They (Joe) called the vendor again and he said he would email it over. I called again today 7/11 to see what the status of the claim was and they(Agent Kay Kay) told me that no report had been received. She called the vendor again and was told that he mailed it to another email address. She said that was incorrect and gave him the correct email address. She told me that special forces 2 would call me regarding the case and no one ever did. I have now been on hold for 30 minutes waiting to speak to a supervisor. This whole experience has been extremely frustrating with no end in sight. I want the full amount t refunded in this refrigerator so that I can take my business elsewhere. If someone can please contact me with a resolution I will refrain from contacting the better business bureau, posting a review on yelp and calling “7 on your side”. Just need a refund ASAP so that I can buy a refrigerator that actually works.
Posts: 7,580
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Registered: ‎09-29-2008

Re: Refrigerator lemon

Hi, Nancynik,


Welcome to Best Buy’s online community. Having any major appliance stop working is hard to plan for, especially something as important as a refrigerator. I am sorry to learn that you are still waiting for an approval on a replacement, this is not the experience that we would like our customer to have, and I will be happy to review your order to see how I can help. Can you please send me a private message with some more details about your repair? In the message, please include the following: 

Full name
Email address
Phone number
Case number (if available)


To send me a private message, log into the forum, and select the Private Message from my signature bar. 

I look forward to your response,

Karina|Social Media Specialist | Best Buy® Corporate
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