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Posts: 1
Registered: ‎10-04-2019

Broken washing machine; two month wait

A washer purchased in Septemebr 2018 has stopped working with clothes and water still in the machine.  Repair person came out but said they didn't have the part and it would be another 60 days before it can be fixed.  


Went back to the point of purchase and the store manager says there's nothing he can do; we must wait.  He will not provide a replacement machine.


Questions: what are we supposed to do for the next two months?  what about the clothes that will surely be ruined in the machine?  


Btw, my wife said some of her other hispanic friends have expereinced similar situations with this manager.  And they're thinking there might be some issue with treatment of hispanic people. 

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Registered: ‎01-03-2013

Re: Broken washing machine; two month wait

Good afternoon, tcbintexas, 


Welcome to the forum, and thank you for connecting with us regarding your washing machine repair! It's never convenient for a major appliance to malfunction, so to hear it did so mid-wash is definitely far from ideal. I'm glad to hear you seem to have our Geek Squad Protection (GSP) to help with such repairs. These are intended to be smooth and efficient services, so I understand why you would be caught by surprise to be advised you need to wait a couple months on a part for the repair. 

While under our GSP terms and conditions we will typically attempt to repair the appliance before replacing it, we would need to give the parts a chance to arrive before looking into other options. I know this may not be the news you were hoping for, but hope it clarifies your experience.


With that said, I apologize if this information wasn't relayed to you in the respectful and courteous manner we should always be striving to provide. It is concerning to hear of your suspicions regarding a manager at your local store, and you should know that we do not take reports of discrimination lightly. Please know that I am sending you a private message to look further into your repair troubles, as well as your experience at the store. Please keep an eye on your inbox in the top right corner of the page for my message. 


Tasha|Social Media Specialist | Best Buy® Corporate
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