Best Buy Complaint - Best Buy's Performance Service Plan
I contacted Best Buy on a Thursday about my freezer. I had noticed that my ice cubes were no longer ice cubes... but just water. When I saw that I checked the fridge. It was not working either.
I called Best Buy Geek Squad. I spoke to a woman, it took several minutes for her to find my 5 year Performance service plan or even my purchase in general of the refigerator. She asked me several times if I was sure that I had even bought the product from Best Buy. Upon finding it, she told me that I could pick a time between 8 to noon or noon to 5 on Monday. I expressed my concern that I do have a job and have to work during both those times. With hesitation, I made the appointment for 3pm. I rearranged my schedule and got off work early, loosing money, to be home at the time they might be there. 4:30pm on Monday came around... and they had not showed. I contacted Best Buy Geek Squad and was told after having trouble finding my purchase once again, that they have no evidence of a service call or a work order for our family. I reassured them that I had my original receipt and service performance plan and was waiting for them to show up. He told me that all he could do was to create a new work order for us and he would put it as "emergency" status. Meaning that someone would be out ASAP... What the hell? ASAP? We called on Thursday?!!! ASAP would have been coming out Friday morning to fix the problem. He assures us that they will call us Tuesday to schedule a time and the technician will be out on Wednesday...
We are not a wealthy family and every penny counts. We purchased a product and a service plan that lasts an additional 5 years on top of the manufacturer's warranty JUST IN CASE something like this happens. We have lost all our food not only in the freezer but in the refrigerator portion as well. We are out a couple hundred dollars in food and don't have the cash to be spending on more just so it can go bad again. I am frustrated with Best Buy with the initial appointment and the runaround they have given us just to get them out here. Our family has eaten out since Thursday and it's Monday. Not only is it more unhealthy for us to eat out but it is drastically more expensive for us to do so. AND WE STILL HAVE 2 MORE DAYS OF IT!!! It is more than frustrating.
When I initially called Best Buy they say "this call is monitored and recorded for quality assurance." Why can't they find my call??? I have given them the time and the day and the number and the address and the model number...etc. WHAT IS WRONG WITH THEM?
Grass Valley/Auburn CA
Barbara and Jessica
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