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Posts: 1
Registered: ‎03-23-2021

Unable To Get Samsung Refrigerator Repaired (almost three weeks without it)

I really need your help.  Please get this email to someone within the executive level so this can be resolved.  It is going on three weeks without the refrigerator and becoming very expensive.  
The third company Best Buy just sent out, was here less than five mins.  He said it was R600 freon and not qualified to work on it, which is what the first company said.  So, to recap.
21 Mar 2019 - Bought all new kitchen appliances from Best Buy for $5,374.53 which included the Samsung refrigerator and extended warranties for all appliances.
5 Mar - Discovered refrigerator not working, contacted Geek Squad to schedule service.
9 Mar - Pegasus Appliance Repair arrived and said unable to work on refrigerator due to R600 freon.  Said they would contact Best Buy to update ticket.
12 Mar - I contacted Geek Squad because I had not heard any follow-up.  They were unaware of situation.  They contacted Pegasus and scheduled another vendor who could work on R600 freon.
17 Mar - LNS Service LLC arrived to repair refrigerator.  Took two panels off, put them back on, looked in freezer.  Handed me the work order and told me to call Samsung for repair.  Technician was at the house maybe 15 mins.
17 Mar - Called Geek Squad to escalate, finally was able to reach Bethany who understood and was empathetic.  She escalated to Rick (in charge of AIG).  She followed up several times that day to check for resolution.  Last call, said Rick would be contacting me first thing in the AM.
18 Mar - Received a call from Rick.  Explained the displeasure in the last repair company and that I need someone qualified to work on R600 freon.  He said he would get another company out here.
18 Mar - Received email from Kacey W. that another vendor would show up on 23 Mar.  I called in to Geek Squad and asked for a sooner appointment since I had been without the refrigerator for almost two weeks.  Told nothing sooner.
23 Mar - Third vendor (A&E) arrived, looked at refrigerator and explained to me he was unable to work on R600 freon and that not many people were qualified to work on it.
Did I mention I am at almost three weeks without the refrigerator?  That is a lot of eating out and ordering take out.
I plead with you that someone either fixes this refrigertor or deems this one a lemon and provide me a new one.
Still having faith in Best Buy and being a loyal customer, I just purchased a new (replacing a previously installed media center by Best Buy) media center for $3,638.16.  While I know these amounts aren't much but it is a lot to me.  I have remained loyal to Best Buy but not getting the same feeling in return.
I have read the Chief Customer Officers profile and I hope she holds her business unit accountable.
I would much appreciate a call from an executive to understand how this issue is going to be resolved.
Posts: 172
Topics: 3
Kudos: 9
Solutions: 7
Registered: ‎11-12-2018

Re: Unable To Get Samsung Refrigerator Repaired (almost three weeks without it)

​​​​​​Hello, TexasJim.


Thank you for reaching out to us.


Choosing new appliances can be an investment in your home, and I’m sad to hear that things have not gone as expected.


We strive to provide the best service possible, and I’d be happy to take a deeper look into the situation and review what happened.


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.



Natalie|Social Media Specialist | Best Buy® Corporate
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