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Posts: 1
Registered: ‎06-27-2019

Samsung Ice maker problem

[ Edited ]

We purchased a Samsung French door refrigerator in August 2016 with a 5 year Geek Squad protection plan. Since then, the ice maker has been completely replaced 3 times, with a 4 replacement originally scheduled for yesterday. That replacement would have been the 2nd in less than a month. The repair was not performed because the necessary part either didn't ship or was lost in shipping - no one is sure. We weren't notified of the delay in service until a half-hour after our 4-hour window opened, so we had already taken off work to be home.


Because of the delay and the numerous repairs, we inquired about other options. The person we spoke with at the call center this morning {removed per forum guidelines} mentioned that if the part was delayed we would be looking at a no-lemon replacement. The repair tech (Kurt) also mentioned this morning that his preference would be to exchange, rather than attempt a 4th repair on the same part of the appliance. This repair sounds like it is a “new” part, which he indicated was untested in the field. This would be our 4th “new” part for the ice maker, none of which have worked, so we don't have a ton of confidence that it will actually fix the issue.


Kurt indicated that he could not initiate an exchange, but that we should contact “consumer relations” and he would email his manager about the situation. We could not find contact information for consumer relations, but had gotten Cynthia's email earlier this morning. We emailed her this status update and she did call back to try to help. She contacted the exchange department and has now come back to tell us that the appliance cannot be exchanged under the no-lemon policy because the ice-maker is an “accessory”. This information is contradictory to what now 4 separate Best Buy employees have told us. Two different repair techs indicated it would be eligible for no-lemon replacements during their (separate) repair visits. And today, both Cynthia and Kurt indicated it should be eligible under the no-lemon clause. Additionally, the ice maker is not an accessory under any reasonable definition - it is built into the appliance and the model in question (RF24FSEDBSR) cannot be purchased without an ice maker.


We both work full time and have to spend a significant amount of time attempting to get this issue resolved - both in taking time off work to be here for the repairs and in spending time on the phone to coordinate/track the repairs. We’ve tried to be understanding, but are extremely frustrated and disappointed at the entire situation - we spent extra to purchase the appliance at Best Buy with the Geek Squad protection plan as insurance on such a large purchase. If this cannot be resolved in a satisfactory manner, we will be forced to make all future appliance purchases at other vendors.

Posts: 403
Topics: 32
Kudos: 61
Solutions: 19
Registered: ‎07-23-2018

Re: Samsung Ice maker problem

Hello, Mig1,


Thank you for connecting with us here on the Best Buy Forums. Being able to conveniently get ice and water from your refrigerator is always a convenient feature, and learning you’ve had multiple ice makers replaced is certainly not ideal. These repair appointments would require some adjustments to your busy schedule, and I can appreciate you looking into your options.


Typically, ice makers would not fall under the umbrella of “Qualified Repairs” to be a consideration for the No Lemon Benefit, according to the Terms of the Geek Squad Protection (GSP). You mentioned that you were possibly given different information, and we’d like to learn more about this to determine what might be possible.


When you have a moment, please send us a private message. You can do that by clicking the darker box next to my name below. We will need your full name, email address, and telephone number. Once we have that information, we can access your service orders in our system for further review.


Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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