08-05-2019 01:33 PM - last edited on 08-06-2019 04:53 PM by KyleR-BBY
I have been trying for the past couple of weeks to get a repair scheduled for my Samsung dryer. I originally purchased a washer, dryer and 3 year Geek Squad Protection Plans for both, in March 2016. The dryer belt has come off, causing the dryer not to work. A professional has advised that belts usually come off due to a broken support or idler, which would be covered under the manufacturer’ s warranty. Samsung has also confirmed that this would be covered under warranty. The manufacturer’s warranty was for 1 year. Having worked in retail with a good basic knowledge of how extended coverage plans work, I know that the 3 year coverage for this issue should have started when the manufacture’s warranty ended, so I should still be covered by the protection plan. However, I have spoken to at least 3 different Geek Squad agents, who all tried to tell me that the coverage only lasts for 3 years after purchase. When I challenged them on this, they all admitted that they had no in-depth knowledge of the plans and had not read the actual terms. I don’t understand why calls about Geek Squad service would be directed to agents who have no knowledge of Geek Squad plans.
The first time I called on 7/24, the guy just flat out told me that I wasn’t covered because it was past 3 years. He did not ask for any of my information, what the dryer issue was, or try to look up the terms of the plan. After the call, I pulled up the terms of the plan, which confirmed what I thought. It clearly states:
2. Manufaturer’s Warranty.
a. Parts and services covered under the manufacturer’s warranty are the manufacturer’s responsibility and are not covered by us under this Plan during the manufacturer’s warranty period...
5.4. Product Specific Coverage Terms.
I called again this morning, and spoke to Michael, who again told me that anything past 3 years isn’t covered. When I challenged him, he admitted that he was not familiar with the specific terms of the plan and offered to transfer me to Plan Services. The hold for Plan Services is very long. The automated system gives you the option to receive a call back, rather than waiting on the line. I opted for the call back.
When I received the call, it was another agent (Joseph) with no knowledge. He informed me that he would have to transfer me to Plan Services, which I didn’t understand, because I thought that was who was calling me back to begin with. This time, I opted to hold. After holding for over 40 minutes, I had to hang up, as this is a work day and I had already spent hours trying to get help from Geek Squad.
Later, I called the Geek Squad number again and asked to speak to a manager. Bob informed me that there are no managers available for phone service; I would have to visit a store to speak to a manager in person. I flat-out asked him if he had good knowledge of the plan terms, and he admitted that he did not. So, I read them to him. He decided to try to submit a service request, but he was unable to locate the protection plan contract number on my account. I had my online order number and purchase confirmation, but it did not show a contract number for the plan. He said he could not put in the request without that information, so he transferred me to the Online Purchases department to access the detailed receipt for my purchase.
Someone named Eury answered the call. He was able to view the order on my account. However, he was unable to access a contract number or more detailed info. He said that detailed receipts are only available for 6 months after purchase. He said the he would make notes confirming that I did purchase the plan and transfer me back to Geek Squad. Again, I had to hang up after a 17 minute wait.
At this point, I am beginning to think that Best Buy intentionally makes this process difficult so that customers give up and they can avoid paying on claims. It seems fraudulent to train agents to tell people their coverage has ended, when in fact it has not. At the very least, it’s ridiculous that the agents who actually answer the phones to help customers have no knowledge of the plans they’re supposed to be helping with.
Please let me know how I can get a repair scheduled, or just refund me the $175.18 I paid for the useless protection plans.
08-06-2019 05:01 PM
Thanks very much for joining the Best Buy Community forums, and for reaching out about this. I appreciate the detailed post you made about your experience with us thus far.
Our Geek Squad Protection Plans, with rare exceptions like vacuum cleaners, run concurrently with the manufacturer's warranty, rather than starting after that warranty expires. That is because our plans cover more than the manufacturer does. As the issue with your product is not with the drive motor, as described in the terms you quoted, it would not be covered under your Geek Squad Protection Plan at this juncture.
I'm sorry that you were not able to speak with a manager about this, and that the communication from our Agents over the phone was not as clear as it could have been. That said, based on what you've said,w e would not be able to repair your appliance under that plan, nor would we refund you for the cost of the plan.
If you send in a private message through the link in my signature, I can double check that this is the case. I'd need your name, email address, and phone number to do so.
08-07-2019 02:46 PM
Everything I have read and watched online indicates that the belt comes off due to another part breaking. That could be the drive motor, idler, drum bearing, support, etc. Since I clearly am not a professional (I would have fixed it myself), I actually need one to come assess the problem and make the repair. How do you know the motor is not the problem if you refuse to send a repair person? If the problem is identified as something that’s not covered, I would expect to pay for the repairs myself. However, you are refusing service without knowing whether the problem is covered or not. I understand that the belt itself is not covered, but that is not the problem. The belt did not break, from what I can see. That means something else inside the dryer is broken. How do you determine coverage without determining the issue? It seems like you just refuse service for any customer who cannot diagnose the problem themselves.
“If the motor short circuited or the idler pulley failed, it could have caused the belt to slip. When this is the case, the component that contributed to the belt slipping must also be replaced. You can't repair a short circuited motor or broken idler pulley.” https://homesteady.com/info-12143297-squeaking-noise-bosch-axxis-dryer.html
08-07-2019 03:06 PM
Hi again, Savontb82,
Thanks for following up on this. if you can send me a private message by using the link in my signature with your name, email address, phone number, and that Geek Squad Protection Plan number, I'd be happy to review this. I can't promise any particular result, but I can at least take a look.