Manufacturer Warranties and Protection Plans

[USMarine]

I've had headaches with Verizon and Altell customer service but I never expected Best Buy to let me down.  My LG WM2016 Front load washing machine decided to keep filling and spill about 15 to 20 gallons of water all over my floors.  I immediately called best buy after using the shop vac to suck up the water before it ruined the carpet and soaked into the floor boards and drywall.  The first tech from the GeekSquad (GS) told me that they would call me back in fours hours because they had another department that had to research who could repair my washer.  They never called.

  I called the second time that day and they told me that someone would be out on Saturday and they gave me the number to the repair center.  I called the repair center and they don't even work on Saturdays.

  The third call they said that another service center would be out on Saturday and I couldn't even contact that repair service and they are unlisted in the phone book.

  The fourth call was that someone would be out on Monday or if I wanted to I could pay for someone to come and fix it and I would get reimbursed, only if they were and authorized LG repair service. 

 The fifth and final call was to corporate in which the wonderful lady was patient with me and did everything she could to help but the earliest available date is Tuesday.  There is no guarantee that they can even fix it next week without having to order parts and Thanksgiving is coming. 

 My wife is at the Laundromat spending $3 a load to wash and dry our entire family's (2 daughters and a son) laundry for the past week.  I can deal with combat and the care of 63 Marines under my command.  I can't accept the fact that I paid for a warranty that does me absolutely no good when I need it the most.  My family is most important to me and to have their quality of life affected because I purchased a warranty that gives false security is really a professional let down from Best Buy.

[BartStar86]

USMarine,,  Thank You for your service defending our Country.  What does Best Buy do with the used washing machines they pick up from customers when they deliever a new washing machine?  Couldn't they just give you one of the used ones in working order as a loaner? why couldn't they deliever you a loaner over the weekend? Best Buy is always open with their deliverly trucks in the weekend.

In the past an independent retailer delivered me a used gas range on a Sunday morning as a loaner when the igniter when out on my new range, the part was 5 min job to replace, but he didn't have the part, so he brought me a loaner on a Sunday morning,

Now that was service!

Its too bad Best Buy let you down, by you defending our country, YOU make it possible for Best Buy to have the rights and the freedom to be in business!

BEST BUY !!!!     GIVE HIM A LOANER !!!!

[USMarine]

Thats a great idea.  I will try that and let you know today how it goes.  My wife said shes not spending another 30 dollars just to WASH clothes.  I appreciate the support also.  Alot of people have mixed opinions about the current political situations over seas, but you ALWAYS support the troops.  They are someone's son or daughter, brother or sister, mom and dad.  Thanks.

[USMarine]

I tried.  I spoke to the manager (Jeremy) here at the Lubbock store and he stated they don't have a loaner program.  He suggested that I buy one and return it, but the only thing that they do loan out sometimes are televisions.  Thanks though I did jump right on that one

[Dorothy-BBY Community Supervisor]

Hello USMarine -

Ryan, one of our Community Connectors, will be reaching out to you regarding your appliance concerns.  Thank you for your continued patience!

[USMarine · Accepted solution]

Thanks to Helena Ford from Best Buy Consumer Relations for getting my washer serviced ahead of schedule.  She put me as a priority and got things done.  To my suprise a gentleman showed up at 0800 on Monday and was able to fix my washer in 10 minutes.  It was just some clogged hose inside that caused me the drama.  My wife thanks you soo much Helena for what you did for us. 

I recommend that Best Buy implement at loaner program on washers, dryers, and refrigerators in order to satisfy a customers need for the basics in a time of peril.  Something as simple as having an appliance repair shop that is authorized to service the Best Buy warranty loan out a replacement until their technician can fix the appliance would be an invaluable asset.  Thanks again to Helena.

[Ryan-BBY Community Connector]

Hello USMarine,

Thanks for visiting our forums!

I was ecstatic to hear that Helena was able to help you out and get your washer serviced ahead of schedule.  It sounds like the repair did not take our technician very long to unclog the hose to your washer.  Sometimes it is the simplest of repairs that can cause such a headache and I sincerely apologize for how much time you had to spend getting a technician to come to your home.

We appreciate the recommendation of loaner appliances.  You never know, that could be a possibility in the future.  If any further concerns develop, please don’t hesitate to send me a private message by clicking on the link in my signature. 

I really appreciate the update!  Have a good rest of the day…