03-22-2019 12:08 PM
First I would like to say that the washer has been great up until this point, but this post isnt about the washer itself. This post is regarding my experience with the Geek Squad/ Best Buy Home repair under the protection plan. When I purchased this plan I was under the impression that I would be covered and Best Buy would do what they needed to do to make sure I was happy and have a working washer. I called 3/17 because my washer was giving me an 8C error code and I could not find it in my manual. I called support and they set up someone to come out the folliowing day. I thought everything was great at that point because I would be up and running the next day. The company sent out was A&E Factory service and the technician shows up and first thing he does is put the washer into Quick Cycle. I informed him that the issue occurs when it is in the normal and darks and colors setting with landry in. He continued what he was doing and said he couldnt replicate the issue and that 8C isn't even an error code for the machine. He decided to look up my error code online and said that the part associated with the code is a MEMS sensor. He replaced the sensor and left without testing the machine. Later that day I tried a load of laundry and it was still broken. I called to schedule another service appointment. I was told Friday 8-12 was the soonest day. It is now Friday and was told my appointment was closed. When asked why I was told they didnt know. At this point I feel very let down that I waited all week and took another day off of work and no resolution. I called back and forth from A&E Factory Service (no help at all) and Geek Squad who kept giving me the same answer and making another appointment for next week. Then I get a call from thier " Special Forces" and before explaining the process I was told they didnt want to make me sound "ignorant". I feel that I am a pretty knowledgable person. They explained that sometimes there is a disconnect between the geek squad agents and the service provider and they didnt know there was an appointment. A&E and the first agent I talked to knew there was an appointment. and when I called customer service it says " I see you have an appointment scheduled for today, are you calling about that?". That info alone shows that everyone is aware I have an appointment. After this I researched the company a bit and its pretty hard to acheive a 1 star rating but A&E successfully pulled it off based on 100 reviews in the past year on consumer affairs website. So not only do I have to deal with a scheduling issue I have a company coming out to my house that has a 1 star rating. I received an email stating I have an appointment on Monday, and was told by the Special Forces supervisor that it was incorrect and it was Tuesday. I am not completely confident that they have thier facts straight or if I have an appointment Monday or Tuesday. I just want a working washer. At this point just replace the darn thing. It will save everyone time, more service calls, complaints, etc. I feel completely let down and powerless to get anything across to people on the phone giving me the same corporate customer service answers.
03-22-2019 01:08 PM
Welcome to our community, although I wish it were under better and far less confusing circumstances. Any repair situation automatically comes with its own set of aggravations as I know only too well from my own experience. Like you, I would have the expectation that my service call would be smooth and that the technician would listen to me. I regret that was not the case for you. Certainly encountering ambiguity and conflicting information afterward hasn't helped either. I apologize for our having disappointed you.
I'd like to look into this for you, but will need some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:
To send me a private message, please click the button labeled "Private Message" in my signature below.
I look forward to hearing from you.
|John|Social Media Specialist | Best Buy® Corporate|
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03-22-2019 08:51 PM
03-24-2019 10:36 PM
03-25-2019 08:49 AM
I checked back in with A&E factory service this morning and they informed me that I did not have an appointment for today 8-12. I explained to the them that I had an email from Geek Squad and a screen shot showing that it states that my appointment is today. I called into Geek Squad customer care and told them I was checking on my appointment and was told that they could not reach the service provider, but dispatch told them they would call today when they were on thier way. I don't know what is going on but I dont like it. When I purchased the Geek Squad coverage for the washer I felt that it was to fix my washer when it broke down. This is two appointments now that have been completed online before the day even starts and noone shows up. I don't really know what to do at this point because all I can do is call on the phone and get the same answer and I refuse to just give up on it.
I have done research on the forums and see that I am not alone in this struggle. How can Best Buy/ Geek Squad expect families to go weeks without major appliances in thier home? Major appliances such as washers, dryers, and refrigerators play a very important part in day to day living. It is not a good look for the company for someone to purchase this warranty and have such problems getting it fixed. Why pay $150-$200 extra for the appliance for a Geek Squad plan? I think the money is better spent towards buying a new appliance. I have now taken 3 days off of work to be present for the appointment and for 3 days my washer hasnt been fixed. At this point just replace my washer. Replacing the washer is the only way this can be promptly taken care of and I do not beleive it is an unreasonable request considering the money lost from missing work, and the horrible experience.