Best Buy Complaint - Extended Warranty Run-Around
We purchased a new LG Washer & Dryer in July, 2004 along with a 5 year Performance Service Plan (PSP). In the past 2 years, we have spent over $15,000 in this same Best Buy store, so you would think that they would value us as customers...
The washing machine first quit in June - displaying an LE error code. Since we were covered under the PSP, it did't cost us anything to have the technician came out and replace a sensor. We did, however, have to take a day off work to let them in. Anyway, after a few days the machine quit again, once again displaying the same LE code. And, once again, they came out and replaced the same part. This happened a 3rd time before the PSP expired, and once again we took a day off, the technician came out, and they replaced the same part. I have repeatedly suggested that they are not fixing the cause of the problem - that SOMETHING is causing this sensor to burn out! Nobody listens....
At this time I received an offer to "renew" the PSP, however the renewal policy does not contain the 'No Lemon' clause. Despite this, I renewed it for 3 more years.
As you might expect, we have had this same problem 2 more times. The 4th time the technician told us that "if it happens one more time, we will replace this machine - no questions asked". Well, the next time happened. We got a different technician, and he DID submit a request that the machine be replaced. The answer that he relayed to us today was that "There is no way that they will EVER replace this machine - and if they have to come out and repair it 500 more times over the next 3 years, then that is what they will do!"
Where is the common sense with this Company? Do they place no value on Customer Satisfaction? Based on the most recent 3 months, they would rather spend $5,000 fixing this machine for the next 3 years and have an irate customer than they would to replace a $900 wash machine and have a happy customer ?
I realize that under the terms of the renewal PSP, they have no contractual obligation to replace this wash machine. However, they do have a contractual obligation to fix this machine, and they have proven over the past several months that they cannot live up to this contractual obligation.
They need to do the logical and right thing - and that is to replace the machine. In the long haul, that will save them a lot of money, and it will keep a customer happy - one that has spent a LOT of money in their store during a recession!