08-07-2019 01:12 PM
I purchased a new high end Samsung refrigerator in November 2017 and it stopped working sometime in April 2019.
From April till today, Best Buy/Geek Squad has not been able to fix the refrigerator nor has allowed me to replace the defective unit.
Next attempt to resolve the issue is on 15th August.
Geek squad has unsuccessfully tried to resolve the issue on 4/9/2019, 6/13/2019, 7/23/2019 and 8/5/2019.
Few days ago, I escalated the issue and was forwarded to special services unit. The representative understood my difficult/unacceptable situation and filed for a replacement.
Today I received email from the representative saying the claim has been rejected since they still want to try fix the refrigerator with the new part.
When I purchased your warranty, my expectation is that the appliance will be fixed in a reasonable amount of time or will be replaced, not work through any legal technicalities or rules.
I can no longer trust the existing device since you have not been able to reliably fix it. There is a great of inconvenience to my family/kids when the appliance stops working. Also, the most important thing is that the internal temperature of the refrigerator drops resulting in spoiled food which is not detectible. This is a very BIG health hazard for me and my family/kids.
Best Buy/Samsung team please let know if you will be provide a proper resolution at the earliest.
08-09-2019 12:41 PM
Welcome to the Best Buy Forums. Thanks for making your first post with us.
It's tough to make your meal plans and plan your grocery store visits when you don't have a reliable refrigerator. I'm sorry for any inconvenience that these repairs have caused you and your family. At this time, is the refrigerator no longer cooling?