I bought a refrigerator at Best Buy and got their two-year extended warranty which specifically promised the following coverage for refrigerators:
House calls by service persons
Cash reimbursement of contents of the refrigerator spoiled or damaged
Parts and service
After two months, the refrigerator was not cooling. I called the Best Buy customer service. After a long wait, I got a live person. I requested for a service person. I was told it will take two weeks. I explained to the customer (dis) service representative that that is unacceptable for refrigerator repair service because all the food in my refrigerator will be spoiled. I was given the "I'm sorry but that is when our next available person can visit your house". I got the same response from the manager.
Two weeks later a service person showed up and told me the compressor was shot. It was incredulous! How can a new refrigerator's compressor be shot!!! He told me that he has to order the parts and it will take another two weeks!
By the time two weeks came along, we have been without a refrigerator for a month. I sent a detailed list of all the contents of the refrigerator to Best Buy with an estimate of its cost. I never got a check nor a response. I called up the number that was included in the information booklet and it was not a working number. Three months later, I sent the same list with information about the circumstances of the defective refrigerator and I still did not get a response.
Nowadays, I tell people about my experience and encourage them to shop at Circuit City, where I have much better experience with not only their in-store service, but also their warranty policies.
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