09-16-2019 10:18 AM
09-18-2019 03:54 PM
Welcome to the Best Buy Community forums. Having a refrigerator go out on you is never a good experience. I've had it happen, and it makes life difficult until you can get a replacement.
When a manufacturer approves an exchange, that exchange is for the amount you paid for the refrigerator. We would not be able to issue you a credit for more than was originally paid.
I'm sorry if that wasn't clearly communicated to you by LG.
Please let me know if you have any questions.
09-20-2019 12:10 PM
Thank you for responding. In the email I received from Best Buy it said exchange OR credit. This what had been indicated all along. When I purchased the product I was told full manufacturer warranty which cover any factory issue by repair or replace. I relied upon that 1 year factory warranty at sale or would not have purchased it in the first place. Let's say I buy a sale item or a refurbished item from Apple, Samsung, etc. if the item was not repairable they would replace or provide an equivalent replacement (note the equipment would not exactly be exactly the same either but was still replaced with an equivalent). None of this was conveyed in Best Buy's documentation or at the time of sale. I find this stance to be utterly ridiciolous as it the product under warranty broke through no fault of my own. I am respectfully asking that this be investigated further. Thank you
09-23-2019 08:43 AM
Hello there, capefish!
Thanks for posting with us again on here. I understand that you have some additional concerns regarding the replacement of your LG refrigerator that you purchased from us. As my colleague Kyle had previously mentioned, when a manufacturer approves an exchange, that exchange is for the amount you paid for the refrigerator. In the email that you say that you received from us, that mentioned an exchange or store credit, this would mean that if we had a model that was the same price, we could offer an even exchange, but if the new fridge were to cost more, you would then be responsible for the difference. If you didn't want to proceed with an exchange, we would then provide you with a store credit that you can use on a future purchase. I know that this may not have been the resolution that you had hoped for, but it does sound like you were able to take advantage of your one-year manufacturer warranty in this case, and that is the reason that we were able to assist you and provide you with a store credit back for the amount that you paid for the fridge.
While we would not be able to provide you with an additional store credit over what you had originally paid for the fridge, we would be happy to look into this for you and see if we can help find a replacement fridge that is at or near the price you paid for your original fridge. If you will please send me a private message that includes the following, I’ll do my best to help:
To send me a private message, please click the button labeled "Private Message" in my signature below.