My 5-month old refrigerator stopped cooling a month ago. I called Best Buy to have it repaired (still under warranty AND I bought the 5-year extended warranty). They gave me a number of their local service center.
I called and explained the problem, service center said it was the compressor and it would take up to a week to get the part in and suggested that Best Buy replace the refrigerator. I called Best Buy back and explained this. They told me they would get back to me w/in two days.
I called back 4 days later since they never got back to me. They said they were still trying to figure things out. Calls went back and forth for two weeks... Each time they had a story about how they were still trying to figure things out. They kept blaming the service center saying he wasn't cooperating, I called the service center and they blamed Best Buy for not communicating with him.
So, fed up with both of them, I explained to Best Buy that this communication problem they seem to have with their own contractors really shouldn't be MY problem, it is theirs for contracting with this service center and maybe they should hire someone more cooperative so I could have a functional refrigerator.
At the three week point, they finally took my suggestion of using another service center and gave me a new one to deal with, saying they were expecting my call and could come out the following day to diagnose the problem (because they didn't believe the first guy that it was the compressor, so I had to start from scratch).
I called this new service center and they had no idea who I was, saying they couldn't come out that day, etc... But they were nice and made an appointment for a different day. They came out, diagnosed the problem as the compressor (surprise!) and ordered the part. A week later, the part arrived and the refrigerator was fixed.
So, something that should have taken a week to fix took a month because of the incompetence of Best Buy and/or the people they chose to contract with. A month is an unacceptable amount of time for an item such as a refrigerator to be fixed.
Also, although the customer service personnel were polite, they weren't helpful at all. They were great at saying things like "I understand" and agreeing that "this IS an unacceptable amount of time to wait", but they were awful at actually doing anything useful.
And to top it off, the biggest slap in the face is when they put you on hold... Their hold message tells you about how easy and quick it is to get your items repaired... Not something I want to listen to when the opposite is happening...
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