Best Buy Repair Support

[capefish]

Hi,

We had an issue with an LG refrigerator , open box, purchased about a year ago.  At the time of purchase at Best Buy were told and LG confirmed there was a full 1 year warranty on it.  A little while back, while under warranty, we had major problems with the refrigerator.  An LG authorized representative came out and said the refrigerator is defective and that it had to be totally replaced.  After going through their warranty processing service, they confirmed they would replace it and send the information to Best Buy.  Got the information in the email saying either an exchange or credit,  so today, went to the local Fort Myers, Florida Best Buy store where it was purchased, and told could only receive a credit for a refrigerator , no exchange.  They said since it was open box they do not do exchanges.  They snarkily said we were lucky to even that on it since they no longer warranty them.  They would not work with us, would not help, just said sorry we won’t do anything for you.  I am deeply disappointed that I purchased a refrigerator from Best Buy that was given a one year warranty, had a manufacturer defect (through no fault of our own) that LG confirmed and approved for replacement, and go into to Best Buy to only be told no exchanges, no replacement, only a credit.  Even with the open box part (which at time of sale I was assured and given documentation that it was a full one year warranty), they would not exchange for an open box model either that they had.  I would politely ask for help resolve this so we can get an exchange.  We are not asking for more or different, just the refrigerator we bought that broke due to defect to be replaced with the same thing. Just because the open box models policy at Best Buy for currrent purchases has changed as they now don’t have a warranty, it is irreveland since when we purchased ours, it was fully warranted.  Please advise.  Thanks

[KyleR-BBY Social Media Specialist]

Hello, capefish,

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.

Sincerely, 

[capefish]

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

[Vince-BBY Social Media Specialist]

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:

• Your full name
• Your phone number
• Your email address

To send me a private message, please click the button labeled "Private Message" in my signature below.

Sincerely,