. . . in the distant, early morning . . .

The Best Buy Battle

1.5 years ago, or so, I purchased new appliances for my kitchen.

One of these was a side-by-side LG fridge/freezer. 

Every few months the ice-maker on this freezer would quit working and I would call the Geek Squad, they’d come out and replace a part. They replaced one part 4 times, then they replaced another part on the fifth try.  That last try broke after 2 days.

I have the Black Tie protection on these appliances, against this kind of shenanigans.  So the sales person said to talk to Geek Squad: after 4 repairs on the fridge, they replace the entire unit.

So I called Geek Squad.  Oh, look, the ice maker is the exception.

So I call the sales person and he’s in shock.  3 weeks later he comes back to me having gone through his managers and Geek Squad, and offers me a new fridge “at cost”, saying I could move my existing fridge to the garage.

I pushed again, after all, that’s not acceptable.  Finally the manager that was standing next to him ok’d the replacement.  I didn’t want the same model - and I didn’t want an LG: they all use the same ice makers - so they gave me a credit.

I used that opportunity to correct a regret I had in not spending a few more $$ to get a french door fridge/freezer.  Today the new beauty arrived.  It’s this Samsung, great reviews, and some geekery for me.  I already have a great photo slideshow uploaded to the fridge and have already used the nutritional information.

The moral of this story: be persistent, don’t take no for an answer.  The irony?  Neither myself nor the sales person could find the ice maker exception in the Black Tie agreement.  Do they make this shit up as they go along?!

-Lisa, on January 20, 2010 at 4:08 pm

---