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Best Buy - Appliances

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Larry of Draper, UT June 10, 2009

2 different techs, new stater, new motor, new PCB, new wiring harness, countless LE codes, now its 1 month out of the extended warranty and iy still isnt fixed. Best warranty says they will replace it after 3 times if it cant be fixed! Dont buy from best buy and dont buy any LG, they are junk!

Barbara of Delray Beach, FL June 30, 2009

Their insured, a driver for Best Buy damaged pipes when installing a washing machine. he shut the hot water off in an attempt to keep this from me instead of owning up to the damage he caused.

i had to have a handyman and a plumbing co. on saturday for emergency service. i only asked for the money i paid. i did not ask for damages, inconvenience for having no water in my entire residence for several hours, and the stress involved when the driver attemped to keep the damage he caused from me.

Krishna of Edison, NJ June 4, 2009

We purchased a washer and dryer from best buy which were delivered to our house. During the purchase they did not explain any thing about the installation process, so we had no idea what to ask or what to expect when they came to install the machines. The people who came to deliver the machines said we had to disconnect the water and gas supplies (which had to be done by a plumber)and left without installing. We had to call best buy again and make an appointment to install the machines. We got a plumber to disconnect the necessary connections. After one week, best buy sent their men to install the machines and then we were told that the machines could not be installed for one or the other reason. This thing went on three times and finally we just gave up and returned the machines. And when we went to ask for the refund, the warehouse lady told they will automatically put it in the system and we can collect it from the store the next day, but when we to the store the next day there was no info in the system. We had to wait for more than three hours and then we got our refund.

Our overall experience with best buy was terrible, stressful and time consuming. They need to improve their customer service and need to have better coordination among themselves.

Holly of Henderson, NV May 4, 2009

Purchased a new LG fridge from Best Buy (one of two the salesman SUGGESTED) spent 1500 and in less than a year we have had the repairman out on 8 starter calls. I say starter calls because they always have to come back with a part - so approximately 16 times they have been to the house. Since LG only sets appts Monday - Friday 8:00 - 5:00 and I work those same common hours, we have missed work as well. From Day One it has been the ice maker. They have fiddle with it, replaced parts that I don't feel had anything to do with the problem and generally wasted my time.

Also a waste of my time, calling LG Customer Service. They simply don't care, nor did Best Buy who told me I was out of their service area. I live maybe 6 miles out, I was close enough to come in and make a purchase but they can't and won't find any way to help me. It's not like Las Vegas is in the "sticks" y'all. But back to the terrible fridge, after reading some of the other complaints, mine too makes noises, we joke there is a little man who lives inside trying to escape, now it doesn't seem so funny after hearing about electrical fires and lost food from so many other disappointed customers. The repair person who was the primary contact left my kitchen a mess on more than one occasion and on the last trip didn't put a screw back in in, seems harmless until we learned it was a grounding screw for electrical purposes. Wonder if LG would have cared if I had been electrocuted - probably not. Don't try and get anyone of "importance" at LG Customer Service, we spoke to a District manager - added notes of that conversation, time, date, name, et. to our "fridge log" which is now a novel -- and when we called back and got Keith on the phone again, he said he didn't know who we were and had NO Record of speaking to us. By the way, during the ORIGINAL conversation with Keith, his suggestion was that we purchase an extended warranty (seems they have a new plan for this, I am guessing because of the disgruntled customers). Why on EARTH would I give LG even one more dime for an extended warranty on a new fridge that has cost me time and most of my sanity? Today is my B-day. I sat for over 4 hours waiting for a service call, spent time with LG and Best buy on the phone. Not exactly what I had in mind. I will make it my life's mission to make sure if I ever hear of anyone wanting to purchase an LG Product, from Best Buy no less, to tell them my nightmare and those that I have read today on this site.

An of anon, TX May 2, 2009

It seems at least in my town Best Buy waits 30 days to deliver an appliance, immediately voiding the 30-day return policy. Sales dpt. is great, it's the delivery and returns that are disfunctional. This was the worst experience I've ever had.

purchased stove 2/8
deliver stove 3/2
call to fix 3/6
repair visit #1 3/12 said LP conversion doesn't match literature; not authorized to fix, call store; (color coding on orifices don't match) repair call #2 3/12 nobody can help, said 30 days is up; need to contact mfr
in store, visit to manager mark lanier 3/13
said would honor a return if not fixed; would order new conversion kit; wait 1 week til they get it in; said he won't be available this coming week due to a managers' retreat
3/17 call from repair place said no kit received, can't find anyone at store who knows about it.
Sent email to main Best Buy website "customer service," no reply.
3/20 call to bbuy cs, talked to magr Arthur Shear (temp mgr, everyone's out of town) said he'd check on it called by Keith Hall, trying to find out information from me. Said there is no record available when someone from store orders a part, I told him LP conversion kit was what was supposed to be ordered. He said he'd call back. Called back, said Debbie, gas install company A-1, had to order kit from LG and will call me when it comes in. No ETA. 1-936-377-3210 is A1's number.
3/23: called repair place, answering machine, "we''re not here" (3pm) called BB, Casey Norman, will call back tomorrow. Casey Norman called to check what the problem was, I explained it once again.
3/24 Optima Home Svcs, Debbie Morris called, said kit was sent by mfr., can't fix, need to call store and LG must fix. She's not sure why it took 10 days to find this out, said she called on the 23rd to let BB know. Debbie called back said she spoke with LG and they told her this stove works 40% less on propane...I repeated the other burners are orange flame, manual says conversion is wrong if so, broiler doesn't work, etc. She said she'd call store and advise they swap the range out for another one, and also advise to other customers about the LP problem. Later this day, message from Debbie: she called BB CS and advised them to swap out for another stove due to the fact this one works 40% less well on propane. Call Casey Norman, who she talked to at BB. Message from Casey Norman asked me to call her back at BB.

Called BB, talked to John Hubbard (Casey not in). Repeated whole history. Asked for a refund plus adjustment for the stove that was taken from my home to install this one. This is what I am requesting now. I would not like to wait any longer for repair, etc. After 2 days, he doesn't call me back.

3/26/09 Visit store, talk in person with General Store Manager Pete Campbell: "the computer will not allow us to give you a refund; you must spend the money on a replacement." After 30 minutes talking, I am exhausted, pay more money for a range that is "guaranteed to work with propane." Spend the next 90 minutes while the salesman tries to figure out how to sell it to me. No mention of delivery date: "I'll call you tomorrow to discuss delivery." The receipt reads" deliver on 4/18." I get no call from salesman.

4/17/09 Call from delivery company: "You must take delivery on Saturday. You know, the distribution point is closing down soon, so if you do not have it delivered Saturday, I cannot promise you delivery at all." I have a business meeting Sat-Sun in Houston. A1 Delivery, Debbie, 936-377-3210, says to be there Saturday 6pm and it will be delivered. I drive back from Houston Sat. night, in a storm, with tornado warnings, but no one calls me. The stove is not delivered.

Monday, 3/20: I call BB again. Someone checks records, says "stove is marked as delivered online." I ask for store manager. After being disconnected 2x I reach store manager. He says, "I will take care of this." No calls back.

3/21: I get a call from someone at BB; they say here's A1's number: call them about delivery. I call A1 and again speak to Debbie, outlining the trouble on Saturday. She tells me A1 is based in Dallas (300 or so miles away) and they don't deliver to CS except once a week. The delivery guy should have called, did call--(no he didn't call me)---well, the delivery guy does not have to call and I'm gone after hours. And so on. I arrange to have the range delivered Friday this week, after 12pm. Debbie cannot guarantee this. She will call me Thursday to update me.

3/22: I get a call from BB headquarters: "We understand your stove is delivered and wanted to know if all's okay. I relate most of the story for about the 20th time. She says she will escalate it. Goodbye.

3/23 No call from A1. Called three times, am, pm, the company cannot tell me what day or time they will deliver the stove.

3/24 The stove is delivered. The installer puts 3 big dents in the side of it taking it out of the truck.

Jorge of cape coral, FL April 24, 2009

My wife and I bought all new appliances for our house in May 2006. We paid 3800.00 on a credit card and another couple thousand in check. We paid 1197.00 for a model RS255BAWW afte only five moths I came home from work to find the Freezer temp flashing 58 degrees. I called Best Buy and complained. Their only question was " did you buy and extended warranty" He said you are over 90 days and on your own. I told him what I spent and he could care less and when I asked Samsung's service # he told to look at the back of the fridge! No help what so ever.

I called Samsung and the sent out Moonlite appliance. He scratched his head and said I bet it's the main computer board and I will order one. Samsung gave me an address to send a list of all my lost grociers. I sent in alist of aprox 280.00 of lost product. I never heard from Moonlite appliance again. I called the appliance dealer twice each time left messages. I recv no check for lost food from samsung. Aprox a year goes by and I came out and you guessed it 60 degrees in my freezer. This time a call to Best buy head quarters in Mpls Mn. They basically told me I was on my own. The man named John told me that has indeed heard of other Samsung failures!

However I am out of luck try pulling the fridge further away from the wall, clean out the air intake on the fan and reset it. I did this and it began to cool after an hour or so, but the intake wasnt clogged or too close to wall.

On April 11, 2009 after a year after the last two incidents I came home to find the Fridge temp at 72 degrees which it had been for two days. I had seven people coming for Easter dinner. Well you know the rest of the story this time after screaming at best buy and Samsung they sent out DSM aplliance. The tech scratched his head and said I bet its the main computer panel. Best buy said I'm screwed as did Samsung but send us a list of food lost and we will "take care of You" A vfew days latter the warranty dept from Samsung called and said I was out of luck because out of warranty even though same problem three times in 2 and half years. Can some one help us? Three times loss of entire refridge 250.00 x three 1197.00 = tax on a piece of junk fridge we can't rely on. Loss of salmon caught in Alaska fly in fishing trip and venison from Mn how do you replace that?

Morganna of Apple Valley, MN April 22, 2009

On 11/19/06 we purchased a Samsung side by side, #RS253BAWW, from Best Buy. Now at 2.5 years we have big problems. Like others before me, our refrigerator stopped cooling. I went online and through justanswer talked with an appliance expert. He told me the freezer side coils were frozen. He was right. We used a blow dryer and removed the ice. Refrigerator made marginal improvement - now is steadily at 60 degrees F.

Called in an onsite repairman who tested the flow of electricity. Nothing getting into the freezer which powers the fan to blow the cold air to the refrigerator side. Said we'd have to replace the motherboard - Surprise! They stopped making the motherboard for this particular model. Even Samsung must have realized it was a piece of garbage. We're looking at buying a new fridge from Home Depot now and are investigating the Maytags.

We replaced a 10-year old GE which worked just fine. We got taken in by all the bells and whistles and decided we needed the ice machine and water dispenser. If we hadn't gotten greedy we'd still have the old GE and no complaints. I too, welcome a class action suit against Samsung.

Denise of Prescott, MI April 9, 2009

We purchased an LG over the range microwave, Model LMV1680ST on Dec. 31,2008 from Best Buy in Saginaw, Mi. and didn't install it until the beginning of February 2009 as we were remodeling our kitchen. After installing it we found that it had a broken fan motor blade. After numerous phone calls between LG and Best Buy, and much frustration Best Buy sent their Geek Squad repairman to fix it. We had to wait for a week for parts and repairs. By the way, LG gave us 3 different repairmen supposedly in our area to fix the microwave, but all would either not travel to our area, or because we didn't purchase the microwave from their retail store, wouldn't fix it for at least 6 months.

So, after the first repair was done, it is now April 9, 2009, and the LG microwave has again broke down. It just quit, and was very hot to the touch on the top of it. We again called LG and they still gave us the same repair facilities to call, and we informed them that those service people would not come this far. So, after numerous phone calls, Best Buy again sent their Geek Squad to repair our microwave; (this time we were even told by Best Buy that there was not such a thing as a Geek Squad repairman to fix microwaves!)

The repairman just left and said the thermstat couple was shot, and now it will be at least until Apr. 15, 2009 that it can be repaired. Easter Sunday I will be entertaining at my home for dinner, and guess what? I have a dismantled microwave sitting in the middle of my counter, and I have little counterspace! After numerous phone calls again, between LG and Best Buy at all corporate levels, I am told that I can file for a NO LEMON CLAIM! Great! But, my microwave has to break down 4 times total, and the Geek Squad repairman, has to determine that I have a LEMON of a product! So, I have to go through 2 more repairs before someone MIGHT do something about it.

What happened to a business that stood behind the products that they sell? What happened to CUSTOMER SERVICE? Why should a brand new product have to be repaired at all? I will never shop again at Best Buy,(and have spent 1,000's of dollars in the past there) nor will I ever buy an LG product again. LIFE'S NOT GOOD! Their products stink and so does Best Buy! Remember the phrase, BUYER BEWARE. They're happy to grab your money, but forget customer service afterwards. There is no such thing anymore!

We have had to pay our carpenter/electrician twice now to remove the microwave off the wall before the repairman came to service it.

Eric of Mundelein, IL March 28, 2009

We bought a small Oster refrigerator at Best Buy and didn't buy and extended warranty because it had a one year warranty from Oster, a name I thougth we could trust. Oster doesn't make this thing, they lease their name to another company that made the product and then went belly-up two days after I bought the 'frig. The 'frig died after six months. Many other reviews on the web indicate that is common. The manufacturer is gone and Best Buy, who continues to sell this appliance knowing the manufacturer is out of business, would not back their product with any refund or anything els.

210 for a piece of garbage that I can't even throw away easily because of the environmental impact of the refrigerant.

Larry of Frankfort, IN March 19, 2009

Icemaker out of refrigerator. Went thru email three different times before warranty expired. No one would get back with us. Called a different number that Best Buy said to call; when I did reach the number, they ask me to hang up as they were busy & they would return my call. No one did. Went to the store & the manager told us since we did not take out the extended warranty, there was nothing they could do. I had paperwork to show I had contacted LG before the warranty expired. Made no difference; they said they couldn't help.

Four email & another phone call got us nothing. The refrig. has lost it's energy rating & we've tried to contact them regarding this & they will not call back. So now, no warranty & no icemaker on a refrigerator that is 14 months old. The ice maker leaks water onto the floor if shut off. It won't make ice now. We are out almost 2000.00 & can get no help from anyone

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