Best Buy Complaint

Best Buy Complaint

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Service Plan - Repair Not Covered - Samsung Refrigerator


I purchased a side-by-side SAMSUNG refrigerator from Best Buy in Reston, VA on Sept 3, 2009 with a 5 year service plan. In August 2010, one evening I opened the freezer but then could not get the freezer door to close. I kept moving things around until it was apparent that nothing was blocking the door. I waited a few minutes to see if the problem would resolve itself, but there was no change. The door open alarm was binging and I had no choice but to force the door shut. I couldn't leave the freezer opened all night. After that I noticed that neither of the doors closed like they used to. Before, when either door was shut, you had to give the doors a good tug to get them opened. Now, I could easily pull the doors opened. If the doors were not firmly pressed shut, I would get leakage at the bottom between the two doors. You could see a circle of condensation at the bottom of the doors. I called Best Buy for a repair. This is when I found out that the service is provided by contracted third parties. I had a number of problems getting the service company to show up for an appointment. When they did finally show up the repair person could see the frost in the refrigerator and he assumed the probelm was with the fan/motor cooling. When he came back the next time, more than a month later, with parts he had ordered, he could see they that wasn't the problem. His solution was to go to a Best Buy Store and look at one of these refrigerators and out the door he went. I did not feel like that was the response of a qualified repair person. I called Best Buy and complained. Best Buy told me that that company had similar complaints. I was assigned another service company that was supposed to be SAMSUNG certified. That repair person came out, was told the same story by me about having to force the doors shut. He was going to order gaskets and then come back. The return appointment was scheduled for early November (remember, this started in September)but was a no show. When I talked to Best Buy, they were to investigate but I never got a call back, when I called today, 11/24/2010, I was told by Best Buy that this was not a covered repair. Best Buy actually told me that when I could not get the doors shut, I should not have forced the doors shut. I should have called them so that they could come out and see the problem. I was supposed to let all of the food in my freezer and refrigerator spoil waiting for a repair visit! (Do you remember that we had 90+ degree days in August and Sept?). Best Buy told me that they would have rented a refrigerator to me!! That by forcing doors shut that would not shut on their own resulted in a non-covered repair. I felt sorry for the call center agent who had to read this outrageous explanation to me. So 12 weeks after my first call to Best Buy tney refuse to correct the prolem.


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