BEST BUY Best Buy Warranty Frauds Oxnard, California

I can understand your frustration..and BestBuy is a huge corporation..and products do go bad not of any fault of BestBuy..they do not build the products..electronics are know to go bad..sometimes for no apparent reason or neglect/abuse.

Sometimes it is hard to deal with these issues over the phone because correct...this is a big problem for you..but the manager in the store can't walk 3 feet without someone stopping them..or paging them..or a disgruntled customer cussing them out..it is a daily routine there so you should cut them a little slack.

One thing I do need to ask..are you sure the service plan you purchased is actually an "extended warranty"? Because in my 6 years associated with BesyBuy..I have never heard that they sell "extended warranties" What you probably purchased is a "service plan" which does run concurrent with the manufacturers warranty..but often will cover defects and other issues beyond the manufacturers warranty. In addition..Bestbuy generally will only cover warranty issues in store for 30 days..then the customer must deal with the manufacturer only for warranty issues..so the service plan can be of help..and is to many customers. So read the plan you purchased to see if the term "extended warranty" is mentioned anywhere..because if it is..that would be very strange. The service plan may or may not cover the same things as the manufacturers warranty..and may cover more or less depending on the specific plan.

Now your issue regardless is them accusing you of overloading the machine..which in all fairness would be considered abuse..which no warranty would ever cover..or any service plan that I know of for appliances. However, I think they do need to prove abuse before assuming that is what happened. And so far I do not believe they have.

It is a big company..and they deal with a lot of complaints and issues. As well, they have to comply with the terms or the service plan since it is outsourced..it is nothing more then insurance really. So I don't think the company is a thief..yet...just trying to protect themselves so they don't have to eat a washer. You may need to go into a store and hopefully can speak with the right manager to see if something can be worked out. Also..call corporate headquarters..it may be time consuming..and you may get even more frustrated..but the company does not want angry customers..nor do they want to rip anyone off with intent...I feel they are very ethical and may be why they are surviving while places like Circuit City bite the dust...give them a chance. If they can not prove you abused that washer..they must fix it..or replace it with a unit with equal specifications as according to your service plan...read through it and good luck..I hope your efforts pay off and someone there in authority can settle this fairly.

Wow this is a very wierd situation. I cant say that I know a whole lot about the inner workings of washers but I kinda finds it hard to believe that they can say without any doubt that the drum damage was casued by "overloading"(although i may be wrong). I am the supervisor of that department and I would really like to get to the bottom of this issue. If you could make one more phone call to the store 278-9555 but this time ask for the appliace supervisor just mention that you you were the person that posted on rip off report and I promise I will go to bat for you. The best days to reach me at the store would be a Wed or a Thurs around 1ish (frid-sun are VERY busy for me) if I am in a meeting or you just dont want to stay on hold leave your name and # with the sales operator and I will get back to you ASAP. I really hope I can fix this for you.

Ronnie G, This is for you. Have you ever heard of "TRUST"????? I was going to ask if you were new but then i saw 6 yrs!!!!! I dont mean to hijack this thread but as an employee this gets me frustrated...

"I can understand your frustration..and BestBuy is a huge corporation..and products do go bad not of any fault of BestBuy.."
---Really Big Cop-Out line

"but the manager in the store can't walk 3 feet without someone stopping them..or paging them..or a disgruntled customer cussing them out..it is a daily routine there so you should cut them a little slack."
---Not this customers problem! If this happens in your store then the associates in your store are not doing their jobs which means your management team sucks. This isn't a daily routine in my store.

One thing I do need to ask..are you sure the service plan you purchased is actually an "extended warranty"? Because in my 6 years associated with BesyBuy..I have never heard that they sell "extended warranties"
---Semantics! And another Cop-Out trying to make it sound as if this customer is stupid and therefore diminshing the validity of their complaint.

Now your issue regardless is them accusing you of overloading the machine..which in all fairness would be considered abuse..which no warranty would ever cover..or any service plan that I know of for appliances. However, I think they do need to prove abuse before assuming that is what happened. And so far I do not believe they have.
---True

It is a big company..and they deal with a lot of complaints and issues.
---Again with the "Big Company" thing. Dont you remember we are big but act small? And the management staff didn't seem to be dealing with the complaints and issues until that supervisor tried to get in contact with this customer (Good Job BTW)

You may need to go into a store and hopefully can speak with the right manager to see if something can be worked out.
---The manager she talked to on the phone should have been "The Right Manager" and owed her the courtesy of returning her call.

Also..call corporate headquarters..it may be time consuming..and you may get even more frustrated..
---Exactly how we want our customers to feel, "more frustrated" Why call corporate when the right thing can and should be done in the store just as that appliance supervisor is trying to do.

Ronnie you may be trying to help but believe me this is not the way. Good luck to the customer and supv trying to work this out.

Yes..I have been associated with this company for six years...including being a district trainer..so i know how it works...lets dissect this and see if I understand...

"Ronnie G, This is for you. Have you ever heard of "TRUST"????? I was going to ask if you were new but then i saw 6 yrs!!!!! I dont mean to hijack this thread but as an employee this gets me frustrated..."

Yes..it replaces CARE+. Instead of going through a step by step process..it is now more geared to becoming a friend of the customer so they trust us. Nothing wrong with that..people pay more to shop at BBY so they can get service..otherwise they can shop on ebay or walmart..where the kid stocking cat food can sell them a Plasma TV. The company trains it's employees to sell the customers what they need...so they don't go home and find they can't use their purchase to it's fullest potential..did you not pay attention at the meetings?

"I can understand your frustration..and BestBuy is a huge
corporation..and products do go bad not of any fault of BestBuy.."
---Really Big Cop-Out line"

How is this a cop out? Are you implying it is BestBuys fault that electronic products can and do go bad?

"but the manager in the store
can't walk 3 feet without someone stopping them..or paging them..or a
disgruntled customer cussing them out..it is a daily routine there so
you should cut them a little slack."
---Not this customers problem! If this happens in your store then the associates in your store are not doing their jobs which means your management team sucks. This isn't a daily routine in my store.

I never implied it was the customers problem..I simply was stating that the managers can be overwhelmed at times..so to cut them some slack. Are you sure you work in retail? You sound more like a disgruntled customer..or a disgruntled employee. I agree if the management team is bad..they won't cater to customer issues the right way..but at many stores they try..sometimes these customer are unreasonable...but it can depend. I have worked with BestBuys across the nation..and there are different cultures in different locations regardless of SOP. As a matter of fact...I can go into one BestBuy and another 30 minutes apart..and the environment and cultures are completely different. If a store is understaffed and busy..there are times when a Manager can not walk three feet without being stopped. And if the customer was ignored by the manager..then they complain. One manager sometimes can not handle everything at once..so a phone call ends up waiting on hold for a long time..happens.

"One thing I do need to
ask..are you sure the service plan you purchased is actually an
"extended warranty"? Because in my 6 years associated with BesyBuy..I
have never heard that they sell "extended warranties"
---Semantics! And another Cop-Out trying to make it sound as if this customer is stupid and therefore diminshing the validity of their complaint."

No..I never implied the customer is stupid. I just want to make sure they understand that BestBuy does not sell extended warranties... fact. The employees are supposed to be trained to NEVER refer to the plans..(now called "BTP"), as extended warranties. If they are doing so at your store..something is wrong there.

I clearly state in my reply to this customer that I believe this BestBuy has not done enough to prove the machine is not covered..and gave advice on how to get around the fact that the store is not handling it right..so what is the problem? I am defending the company yes..but not the way this customers case is being handled..it is not proven by what is stated that overloading caused the problem.

"Now your issue
regardless is them accusing you of overloading the machine..which in
all fairness would be considered abuse..which no warranty would ever
cover..or any service plan that I know of for appliances. However, I think they do need to prove abuse before assuming that is what happened. And so far I do not believe they have.
---True"

Yes it is.

"It
is a big company..and they deal with a lot of complaints and issues.
---Again with the "Big Company" thing. Dont you remember we are big but act small? And the management staff didn't seem to be dealing with the complaints and issues until that supervisor tried to get in contact with this customer (Good Job BTW)"

I agree. But you can't blame en entire company because of one..or one situation in thew store causing a complaint..it happens and sometimes Managers do not do the right thing..they think they are..but simply are not.

"You may need to
go into a store and hopefully can speak with the right manager to see
if something can be worked out.
---The manager she talked to on the phone should have been "The Right Manager" and owed her the courtesy of returning her call."

Well apparently it wasn't the right manager..so how is my advice bad? "Should haves" are not going to get this problem resolved...sometimes another manager will make exceptions..or just do the right thing regardless if the company may take a hit. It seems like you are arguing points that I am leaving which may actually help this customer..why are you so angry with BestBuy?..go work at Target or Walmart..it's almost season..they should be hiring and love ex BBY employees.

Also..call corporate headquarters..it
may be time consuming..and you may get even more frustrated..
---Exactly how we want our customers to feel, "more frustrated" Why call corporate when the right thing can and should be done in the store just as that appliance supervisor is trying to do.

Because sometimes this step has been known to help customer resolve issues if at the store level nothing is being done. If in this case the store is making the case that this washer is not covered due to abuse..what do you recommend this customer do if they get no satisfaction at the store level? The reason I mention frustration is so if calling corporate ends up being time consuming..that the customer not give up..some people give up when something may be able to help..because calling a corporate headquarters of a company as big as BestBuy is not like calling the local grocery store to complain about a bad can of beans. But it is another step so I recommend it if the store will not help. If the store can prove somehow this washer was overloaded..that is another story.

Ronnie you may be trying to help but believe me this is not the way. Good luck to the customer and supv trying to work this out.

So what do you recommend to help? What is "the way"?? Bashing me and the company won't do anything, that's for sure.

I too, have the service plan on a LG washer and dryer.  I have also filed a complaint on Ripoff Report as my appliances qualified under the No Lemon Policy.  Now, they tell me since I didn't renew, they will deny the claim.  But, prior to that, another CSR told me that had I renewed, then my No Lemon Policy repairs would have started over.  Either way, I'm screwed and Best Buy is deceitful in their service plans.  No where on my service plan did it state that if a seal is replaced, that is not considered part of the washer (even though it came on it when I bought it).  Cheats!

Call you local Better Business Bureau and get a form to file with them containing all the information you have said in your complaint.  Use all dates, names of people talked to, what they said, and most important WHAT YOU WANT THEM TO DO ABOUT YOUR COMPLAINT, (like a new washer you were promised).  Do it now, don't hesitate. The big companies don't like complaints with the BBB and will usually give you a call very soon.  Good luck.