Best Buy Repair Support

[Karenlee]

Do not buy Samsung refrigerators. The ice maker is crap. I got mine from best buy, they have been out to my home 6 or 7 times to fix this and within a few weeks it's down again. I bought this refrigerator cause the lady at best buy told me how good they are. I spent 2600. On this refrigerator and a best buy 5 year warranty. Well, today I find out best buy will replace the ice maker but will not replace the refrigerator even though they have a no lemon policy. Ice makers are not covered, how convenient for best buy. Samsung is selling bad refrigerators and no one is doing anything, I hold best buy for the lemon of refrigerator as much as Samsung. Both are responsible for all this. First, Samsung knows about the problems and does nothing at all. Best buy knows about the problems and they keep selling bad refrigerators. And then tell you that a geek squad warranty will cover anything that goes wrong for 5 years. Why is best buy even selling faulty refrigerators??? Best buy will get a bad reputation because of this, and they sit and do nothing but cheat the customers and that is what they are doing, ripping us off. If best buy would stop selling these faulty products and send them all back to Samsung I bet Samsung would come up with a fix to get all these ice makers to working order and stay working. Best buy blames Samsung and Samsung more or less blames best buy and their warranty. I'll tell you right now, and I was a good customer of best buy, I will not walk inside that store again and I will also tell anyone I hear that has plans to go shop at best buy, I'll tell them that best buy wont back their own warranty and how Samsung doesn't even care about your refrigerators. No more Samsung or best buy for me. But best buy will be paying out for a repair man to come out and fix it every month for the next 3 years.

[Karenlee]

Samsung called today. They are sending someone out to look at this refrigerator. I'll keep you posted.

[KyleR-BBY Senior Social Media Specialist]

Hello, Karenlee,

Welcome to the Best Buy Community forums. I’m sorry about the issue you’re having with your fridge.

Under the Terms & Conditions of our Geek Squad Protection Plans, ice makers are generally considered accessories, and do not qualify a refrigerator for replacement under the no lemon policy.

I hope that Samsung is able to get that repaired for you. If not, please reach back out to me by a private message, by using the link in my signature. I’ll need your name, email address, phone number, and the Geek Squad Protection Plan number, if you have it.

I’ll be out of the office for the next couple days, but I can follow up with you on Sunday if you have any questions or concerns.

Sincerely,

[Karenlee]

Please tell me how an ice maker is an accessory when it is built in to the refrigerator. No one gave me an option to purchase an ice maker or not. The lady that sold me the refrigerator was telling me how good best buys extended warranty was, how if anything goes wrong for 5 years that best buy will repair or replace. I just feel like if your gonna sale bad refrigerators that has a know problem with the ice maker, you should let the customer know it's bad or not sale something bad to your customers. Just my thought. I have bought several items from best buy and it just bothers me that this has happened. In the past 2 years I have purchased a refrigerator, a 42 inch TV and a 55 inch TV, washer and dryer, a microwave. I'm sure I'm forgetting something else. But I have always liked best buy, until yesterday when I found out I'm stuck with a $2600. Refrigerator and ice maker wont work.

[KyleR-BBY Senior Social Media Specialist]

Hi again, Karenlee,

I completely understand your frustration with this situation, and I appreciate your feedback about the classification of ice makers.

As I said, if you are still in need of assistance after Samsung comes out, please follow up with me through that private message. I’ll check it out and see if we can get that repair completed for you.

Sincerely,

[Karenlee]

Well, the refrigerator is back doing it again. I dont know how to send a private message though here, I guess you can email me cause this is totally ridiculous. And makes it worse best buy continues to sale these refrigerators knowing there is a bad problem with the ice maker. I bet if best buy stop selling them Samsung would get it fixed in a hurry. But as long as your selling them they dont care what problem you have, and evidently best buy doesnt care either cause they keep selling them.
My email is {removed per forum guidelines}

[greenhut]

We also purchased a Samsung Refrigerator (RF30HDEDTSR) and Geek Squad protection plan. I have now had the ice maker repaired 3 or 4 times under the Geek Squad Protection Plan. The repair never fixes the problem. Essentially the tech comes out, defrosts the collected ice, replaces a part or two, and months later the problem recurs. I also expected to have the fridge replaced under the no lemon policy. Even Best Buys own website descriving the no lemon policy lists the ice maker as a qualified repair (see below).

$2800 Refrigerator AND a Geek Squad plan, and it has been nothing but headaches. Certainly Best Buy must have a way to replace these units...

From

https://geeksquad.assurantsolutions.com/protectionplans/geek-squad-protection#NoLemonPolicy

My item was repaired more than three times but I was told that it does not qualify for the No Lemon Policy?

While a broad range of repairs are covered, the No Lemon Policy specifically covers major repairs that often require replacement parts before qualifying for a replacement.

For example, if you run into issues like these for a newly purchased refrigerator, it's a lemon:

• 1st claim change of compressor (major repair)
• 2nd claim ice maker changed
• 3rd claim motherboard replaced
• 4th claim diagnostic to confirm still not working, we'll provide you with a replacement product.

[Karenlee]

I blame best buy as much as I blame Samsung. Both know about the ice makers, Samsung doesnt want to fix the problem and there is best buy selling a refrigerator that has a known problem they never tell you about then sale the extended warranty and no one says that it's an accessory. An accessory is a part that you can have or dont want in your refrigerator. These refrigerators have the ice maker installed. I did not pay extra for a ice maker either. But best buy is selling bad refrigerators and it makes me wonder what else are they selling that's no good. My daughter needed a washer and dryer this past weekend, she use to go to best buy but they went to lowes because of all the trouble I'm having out of a bad refrigerator. It's a sad day when a company that sales anything and after they know something is bad, most are bad, but they dont want to give the money back or ship all the bad refrigerators back to Samsung

[Karenlee]

Well, after all this talk best buy will not do anything about this ice maker. It's a built in accessory. They dont know what an accessory is. Never shop at best buy. They sale all this stuff, make you believe the extended warranty is good when in fact it is not worth the paper it's written on.. I'll never be back

[Karenlee]

I have been calling Samsung and this past weekend sent them the receipt when I bought it. I hope someone does the right thing about these refrigerators. If they have problems out of them, bestbuy should send them back. If all the best buys would stick together on this. Samsung will have these ice makers in good working order very fast. Samsung would hate all these refrigerators sent back, lol. I wish I knew more of what is going on, but time will tell. I'll post again after I get more news. Wishing you all luck with your refrigerators too