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New Member
Posts: 2
Registered: ‎11-21-2021

Support Center complaint on service and miss leading warrenty coverage

[ Edited ]

I’m still bothered by the service I received from Best Buy support center which is why I’m informing you now. October 15, 2018, we purchased a LG refrigerator and an extending warranty from the Best Buy location at 13711 W Bell Road Surprise Arizona. On November 5, 2021 our LG refrigerator stopped working. The following is a my horrible ordeal with Best Buy:


Friday November 5th 2021 -

 

I called Best Buy in Surprise AZ at 3:21pm. Per the automated phone system I was
informed to call LG at 800-243-0000.

 

I called LG at 3:24pm. In talking to the LG Support Center representative I informed them that per Best Buy I was to contact LG support. In my conversation with the LG rep, I informed them that I purchased an extended warranty which per my notes indicates it is good until October 2022. The LG representative said we have to call Best Buy support and talk to them. The LG representative called Best Buy and the both of sat on hold. After 25 minutes holding, I told the LG rep to give me a case # {removed per forum guidelines} and I will call back. The LG rep said to stay on hold for another 5 minutes and if they don’t pick up the call to call back on Saturday November 6th. I spent a total of 41 minutes calling, talking with LG rep and on hold with Best Buy Support.

 

Saturday November 6th, 2021 -

 

I called Best Buy at 800-443-5778 at 9:43am. I talked to Tyler. I was informed that the extended warranty expired on October 15th 2021. I informed Tyler that per my notes when we purchased the refrigerator the extended warranty starts when the manufacture warranty of one year warranty expired. Tyler said that our refrigerator extended warranty started the day we purchased the refrigerator. Tyler said he has worked for Best Buy 20 years and the extended warranties have always started the day you purchased a warranty. Tyler indicated that in order to have someone fix our refrigerator I would have to pay for someone to come out and fix the refrigerator. After a lengthly conversation about the warranty coverage date Tyler said he would send a note to management and maybe they could do something to help. Tyler took my call back phone number. I asked when will management call back and was told with in 24 hours. I spent a total of 17 minutes calling and talking with Tyler.

 

Sunday November 7th, 2021-

 

I called Best Buy at 800-443-5778 at 11:54am. I talked to Tyler. At first I didn’t recognize his voice and asked if I had talked to him on Saturday. Tyler denied talking to me and said he checked the system and there wasn’t any documentation of the call (Per my notes from Saturday I did in fact talk to Tyler). I explained that our LG refrigerator stopped working on Friday and in the call from Saturday a manager was going call me back. I didn’t receive a call back from a manager. At this time all I wanted was my refrigerator fixed. Tyler created a ticket/repair #{removed per forum guidelines} scheduled for Wednesday November 10, 2021 from 8am to 5pm. This time I received an email including the repair information. I didn’t trust what I was told so I called LG to create a repair request and was scheduled for Thursday November 11th, 2021. Because of my frustration I didn’t cancel the Best Buy request as I didn’t want to talk to Tyler again. I spent 14 minutes calling and talking with Tyler.

 

Monday November 8th, 2021 -

 

I called 800-433-5778 to cancel the repair order. I asked what does Best Buy cover for the extended warranty that LG doesn’t in the first year? The Best Buy rep (sorry I could’t remember her name as my frustration with Best Buy got the best of me) said she didn’t know the answer.

 

Thursday November 11, 2021 -

 

Our LG refrigerator compressor was replaced. I asked the the tech what does Best Buy cover in the first year that LG doesn’t. He said the following:

1) Installation defects for example - if water is not making it to the refrigerator.
2) Cosmetic defect are only covered for 14 days. An example is there is a dent in the door.
3) Training/education for example LG warranty.
4)All other repairs are covered in the first year by LG.

 

The phone support I received from Best Buy for repairing our LG refrigerator was unacceptable! First, not documenting a support call of any type. Second, It’s miss leading to say a LG refrigerator extended warranty is 3 years when in reality only covers 2 years.

 

Lesson learned don’t purchase anything from Best Buy.

Posts: 351
Topics: 15
Kudos: 47
Solutions: 15
Registered: ‎02-08-2019

Re: Support Center complaint on service and miss leading warrenty coverage

Greetings, cchorn99.

We appreciate you registering to connect with us through our Community Forums to discuss your concerns. We empathize with you as it’s clear that this experience was not a pleasant one in attempting to get the service needed for your appliance. While it appears you were successful with getting the repair needed, we would like to gather the details of your experience and present the documentation to our appropriate parties here at our Corporate offices to address.  Please share with us your full name, phone and email securely by selecting the blue ‘Private Message’ button near the my signature.

 

You feedback matters and we look forward to receiving the requested information so this may be addressed.

Wesley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-21-2021

Re: Support Center complaint on service and miss leading warrenty coverage

[ Edited ]

My name is Candi {removed per forum guidelines} {removed per forum guidelines}
Email- {removed per forum guidelines}

Posts: 351
Topics: 15
Kudos: 47
Solutions: 15
Registered: ‎02-08-2019

Re: Support Center complaint on service and miss leading warrenty coverage

Candi,

Thank you for sharing those details with us. We’ve gathered all the information that you’ve shared and will provide the documentation to our leaders to address internally. While the results are not made public, please be assured that your experience is taken very seriously and will be addressed.

If you have any further concerns or questions, please do not hesitate to contact us. We look forward to offering you the world-class service that you deserve in the future.

 

Best regards,

 

Wesley

Customer Care Specialist

Wesley|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!