03-25-2019 07:59 AM
I am writing to express my disappointment with a Samsung refrigerator that I bought last summer. My husband and I needed all new appliances for a house we had purchased. We went to your store in Manchester and were helped by a very solicitous employee. We had certain budgetary concerns, as do most people, and at the time I felt that we were being well-advised. It has been less than a year, and we have started to have trouble with the icemaker in the refrigerator. Imagine my surprise when I started researching online about the problem and I found out that it is a known problem with Samsung units for a number of years, and that there has even a proposed class-action lawsuit filed since the company appears to know of the problem (several service bulletins issued) and does nothing to correct it.
According to Best Buy’s website:
“We at Best Buy work hard every day to enrich the lives of consumers through technology, whether they come to us online, visit our stores or invite us into their homes.”
So my question is – why is Best Buy even selling these refrigerators never mind recommending them? I am not feeling that the hassles I will endure getting this refrigerator fixed will ever come under the heading of enriching my life. I am sorry to say that I will rethink going to Best Buy for any future purchases that I need to make.
03-25-2019 11:18 AM
Thanks very much for joining us at the Best Buy Community forums. I’m sorry to hear that your Samsung refrigerator is having issues with the ice maker.
If your purchase was made last summer the refrigerator should still be under a year old. Most refrigerators come with a one-year manufacturer’s warranty. Please give Samsung a call at (800) 726-7864 to see if your refrigerator qualifies for a repair.
I appreciate your feedback on our product selection. I assure you that we never want a product we sell to have issues after it is purchased. Please know that we’re always evaluation the selection of products that we sell. I hope that you’ll consider shopping with us in the future. I’m confident we’ll provide you with great service and a great product if you do.
03-26-2019 09:06 AM
As Kyle touched on, it is not our intention to sell faulty items to our customers. We strive to product the best product selections, and if there is a known issue with a device we take appropriate steps to correct this. We want our customers to be happy with their purchases, and we hope Samsung can repair your refrigerator.
03-27-2019 02:40 PM
So I still don't think you answered my question.....but now I have another one, I purchased this refrigerator in May of 2018. Samsung just told me that it went out of warranty in 2017. When I questioned how that could be - that I had purchased it new from Best Buy, I was told that when Best Buy accepts delivery the warranty period can sometimes start. This means that Best Buy accepted delivery for my refrigerator in 2016. We were told that this was NEW, not a 2+ year old model that had been sitting in a warehouse where who knows what could have happened to it. So now I am stuck in a loop trying to convince/prove to Samsung that I didn't actually receive possession of the unit until 6/1/2018. So since you obviously didn't want to answer the question of why are you selling products with known issues, will you answer for me why I was told that this was a new model when it was at least 2 years old?
FYI - you said that Best Buy evaluates products, etc. I found the issues and lawsuit information in under 15 minutes of searching online. How much researtch do your buyers do? It appears to me that it's not an awful lot.
03-27-2019 03:30 PM
Welcome back, hsullivan,
I’m sorry to hear there may be some confusion surrounding when the manufacturer’s warranty begins and ends for your Samsung refrigerator. To clarify, Best Buy is unable to control when the manufacturer’s warranty of any product begins or ends, as this is determined by the manufacturer, in this instance, Samsung.
While I can’t guarantee our Geek Squad will be able to perform any service under the manufacturer’s warranty, I would like to look into your purchase and offer any assistance In can. I’ve been unable to locate your refrigerator purchase with us, so if you could use the blue “Private Message” button in my signature to send me the following pieces of information:
This should be enough information for me to begin my research. As I mentioned, you’ll want to use the blue “Private Message” button in my signature, to keep this sensitive information out of the public view of our forums.
Looking forward to hearing from you,
04-02-2019 07:21 AM
I received an email asking if I received an acceptable answer and to mark this as complete. I find your answers to be totally unacceptable and just corporate-speak. After years of buying all kinds of things at Best Buy (appliances, TV's, computers, etc), my household will not be doing so any longer. You have lost a long-time customer.
04-02-2019 10:43 AM
We'd hate to lose you as a customer, and we'd like the chance to help as best as we can.
If you choose to send me, Sean, or Kyle a Private Message containing the information mentioned earlier, our support team would be happy to look into your account and purchase to see what options you might have here.
Again, you can find the blue option to message us to the right of our signatures.
04-02-2019 06:20 PM
There is no need for a private response. I had already sent the requested information. My problem is that not one of you has ever truly answered the question as to why Best Buy is still recommending and selling products that have a known history of specific problems - in the case of my refrigerator the problem with the design goes back years. I also have not received an explanation as to why something that was promoted as a new model was actually a unit that had been sitting in a Best Buy warehouse somewhere for over 2 years. I can only believe that these same techniques will be used in the future, and that I was probably an unwary victim previously. All I can say to the public is Caveat Emptor especially when Best Buy is involved.
04-02-2019 06:34 PM
We appreciate you for providing us with your feedback regarding your refrigerator purchase. As a company we strive to always improve ourselves in the areas our customers provide feedback on. We hope that in the future we can provide you with the quality for service we aim for.