08-18-2021 04:54 PM
Two years agoI bought a laptop for my son for college. I bought the extended warranty and he was having difficulty with computer speed. Brought it in and they found the hard drive was failing. "We can replace the hard drive with the same one, but that has to get sent out and will take a few weeks....OR we can UPGRADE and do it right here, with you paying for the upgrade." All right, insane, but all right. Paid out of pocket. Moral of story: extended warranty is a scam
Bought a new dishwasher SIX MONTHS ago and was convinced to buy the Total Tech Support. Dishwasher has a bad stink and the manual says it is from a clogged or kinked drain hose. Total Tech Support says call 1-888-BESTBUY. I called them and they said it was a warrant issue so they tell me to call Samsung. Samsung says it is a maintenance issue and will allow me to pay for someone to come service it. Are you kidding me? After six months. I had my previous dishwasher for over 15 years and never had a smell like this from it. Everyone is passing the buck.
08-19-2021 11:02 AM
Thank you for taking the time out of your day to reach out and share this with us. Although I wish it were under better circumstances, we genuinely appreciate any and all feedback as it can help us grow for the future. With the issues on the laptop, I can understand the frustration with a problem developing so quickly.
I would be happy to give some clarification, in case something else happens. As far as the difference in the Geek Squad plans, the Geek Squad Protection covers the laptop's hardware itself and will allow us to swap out that hard drive free of cost. However, it needs to be sent to our service center as it cannot be done in house. Those are parts that aren't kept on hand in stores. The alternative was installing an upgraded hard drive which likely would have been a solid state drive. These are much faster and more reliable as they have no moving parts and more advanced technology. Given that this may not have been in the laptop originally, it wouldn't be covered by that Geek Squad Protection. I hope that makes sense and clears it up.
As far as the dishwasher goes, I'm very saddened to hear that you kept getting passed around with no clear help. At this point, I hope that this issue has been resolved. To answer the concern on the Total Tech Support, this plan is based on services. In this case, it would have discounted any protection you would have purchased or allowed us to discount services like a diagnostic or repair. Either way, this doesn't change the fact that the ball was dropped and we hope to better serve you in the future.
If you have any questions, please feel free to send me a Private Message and I'd be happy to help out. Otherwise, have a great rest of your Thursday and upcoming weekend. Stay safe!