Geek Squad Complaint

Geek Squad Complaint

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samsung washing machine - Samsung Washer and Dryer Top of the Line


We bought an extended warranty for our samsung washing machine. It stopped working last week. I called best buy to schedule a repair. A service technician came the next day (yeah). After an hour or so, he told me that some parts needed to be ordered and they would take 7-10 days to receive. I was horrified in this day and age for parts to take this long. I called Best Buy Geek Squad as soon as this third party service company left and was told they would follow up on it for me and see if they could expedite and overnight the parts once the technictian inputted the info in the system. This was Wednesday last week. I called on Thursday - was told there were 3 parts and they were processing them for overnight. I called Friday - still have not been located and overnighted, but probably will be that day. Monday I called and I was told that they were overnighted. It took 6 days to "overnight" parts. I called this am to confirm the status of the repair and was told that the parts should be received today by the service provider. I asked the Supervisor Ben #154291 if all three parts were shipped and was told that only two parts were shipped. I then called the third service provider and they told me to phone them in the afternoon to see if the parts have arrived. When I finally spoke to them they told me they have received two parts and are waiting on the 3rd one. I was horrified as Ben this am told me only 2 parts were shipped. I called Geek Squad and was told that the 3rd part was just ordered today for overnight. I asked to speak to a supervisor again and got the ever so helpful Ben again. He was claiming that the part was only ordered today because they didn't know about it. I asked him to go back and read his log of notes as I have been calling daily (minus the weekend) for a status on the repair. He found the notes from last week indicated 3 parts, however only 2 parts were ordered. BEST BUY'S mistake not the 3rd party vendor. Did not offer any solutions at all and basically reacted like I was SOL. Mind you we have now been without a washer for 9 days and we have a family of 5 children in the home. Terrible customer service and no offer to make anything better. Over the years I have been a huge supporter of Best Buy - buy all my appliances and a large majority of my electronics from there, but as of today - never again after this horrible experience.


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