06-01-2021 04:39 PM
Purchased a washer and dryer at best buy August 2018 as well as the extended service plan. Have had an ongoing issue with the washer for over a year now and a new found issue with the dryer. Couldn't get an agent to the home to inspect the issue last year due to COVID. It was advised by a best buy agent to contact the manufactor to inquire about a possible home service through them. Samsung was able to visit, inspected the issue, and advised I contact best buy for an exchange under my warranty. I then called Best Buy back to relay the message given to me by samsung service man only to be informed they can not proceed with an exchange without inspecting the issue themselves. Almost a year later, now with Covid restrictions lifted somewhat, I attempt to have service completed through best buy on my fautly washer and now my faulty dryer. Best Buy schedules me with an A&E repair service appointmement for my washer and dryer. A&E then cancels my first appointment, and proceeds to submit a rescheduled appointment day and time. A&E then, on the same day as my second appointment (2 hours into my appointment window btw) , cancels once again. I voice my disappointment and explain to the agent that I have now taking off numerous days from work to be available for their service agent but she didn't seem at all concerned or have any regard to the whole situation. She sounded as if I was basically wasting her valuable time talking to the wall. A&E finally comes out on the third attempt but the repair man is now telling me he is only allowed to work on one appliance per appointment so him looking at my washer and dryer is out of the question. While the repair man services my washer I proceed to call best buy back to inquire about the error regarding my dryer appointment. They inform me that this is true and that he can in fact only work on one appliance per service call. The original woman who set up the appointment had made a mistake. Repair man concludes the visit by ordering parts and letting us know he would be back to install them later in the week. Another A&E appointment is scheduled by Geek Squad for Thursday between 8am-5pm. Come Thursday, 4:30 pm , no one has arrived or called. Concerned with the possibilty of yet another cancelled appointment I call in to A&E. Represetative stated the repair men were behind apprioximetely 2.5 hours and my new time window was 5:30pm-7:30pm. Again I voiced my anger about missing yet another day of work for no reason what so ever! She pleads with me not to advance my concern to a manager, instead she asked me to wait out my new service window time. We waited all night and no one showed. We waited all the way to the follwing early evening for someone to call us to reschedule and that never happened. We call in and spend hours on the phone explaining the situation only to be told in the end we would receive a call back from someone who could help us with an exchange in 24-48 hours. Here we are several days later with no call back. What more could I do?
06-01-2021 05:16 PM
Welcome to our community, schulz8982,
Thank you for reaching out to us. Our Geek Squad Protection (GSP) plans are designed to assist customers when they find themselves in this type of situation. I can personally only imagine the difficulty of going without a washer or dryer for any length of time, and I can understand your concerns if the repairs may have become rescheduled due to circumstances beyond your control. It’s not the kind of experience that we want to deliver, and I wanted to thank you for reaching out and letting us know about what happened.
I’d be happy to take a deeper look into he situation and go over our options. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.
More on our GSP plans can be found here.