Best Buy Repair STILL Melts Meat, Not Hearts

Last month, Nikki wrote in complaining about her refrigerator, and Best Buy’s, failings. After finally getting her frigo fixed, it went out again (we think you have a bum frigo, Nikki) and all her food, especially 4th of July meats, was spoiled. Subsequently, she squeezed the Best Buy and Frigidarie people until ekking out food gift cards as reimbursement, though we’ve seen bloodier stones. Nikki writes:

This letter is to let the consumerist readers know that they will not be offered food reimbursement when their refrigerators fail. They must demand it. And always stick it out and get something for your wasted time and efforts. You deserve it.

Up with consumers, after the jump…

Nikki writes:

“First, thank you for posting my complaint on your website. Although Best Buy didn’t seem to be concerned with the negative publicity, I was grateful that you were able to post my piece. With that said, I have an update.

After getting my refrigerator fixed the first time, it went out again 10 days later. (Remember, this unit is less than one year old.) It took a call to Best Buy and Frigidaire to get the unit fixed. I was without refrigeration for 6 days. I lost all of my food. During this ordeal, the Best Buy supervisor gave me the address and all of the information I was to send in to receive a food loss reimbursement. The Frigidaire people did the same thing. I was supposed to get up to $200 from Best Buy for my loss and up to $150 from Frigidaire.

Frigidaire called me yesterday (probably because I forwarded my complaint letter to my state’s Attorney General’s office). When I asked about food loss reimbursement, I was told specifically, “Frigidaire does not offer a food loss reimbursement.” However, the CSR would offer me a “courtesy payment” of $100. After I explained to her again that Brenda the CSR told me to send in my food loss, the new CSR explained that Brenda should have never done that and that Frigidaire does not offer food loss reimbursement. I was able to convince the new CSR to send me a check for $150. I was appeased so I called Best Buy to see how they were coming along with my food loss reimbursement.

Best Buy let me know that I was not eligible for food loss reimbursement because I did not purchase a service plan. I explained to them that supervisor Chad was the one who gave me the exact address and materials to send it to claim my loss. If I wasn’t eligible, why would he give me all that information? I was told “I’m sorry” many times. I probably would have let this go, but if you see what I had to deal with in my previous letter, I felt I needed some type of contribution from Best Buy. I was on the phone with this CSR for 45 minutes going back and forth before she finally caved and offered me a gift card. Although Best Buy offers up to $200 for food loss to those with a service plan, this CSR offered me a $50 gift card. I had $259 worth of loss! Before the 4th of July! Imagine all that meat wasted! I tried for another 20 minutes with her supervisor to get that gift card to magically change to $100 with no avail. Now I am forced to spend $50 at Best Buy.

This letter is to let the consumerist readers know that they will not be offered food reimbursement when their refrigerators fail. They must demand it. And always stick it out and get something for your wasted time and efforts. You deserve it.”

Previously: Best Buy Repair Melts Meat, Not Hearts


Edit Your Comment

  1. Crissy in Honolulu says:

    Monetary limits on food reimbursements for failed refrigerator/freezer units are stupid. Think about it. Even if the $200-250 maximum reimbursement were enough to cover whatever you had in your fridge when it failed, you still aren’t really recovering the value of what was lost. When you shop for groceries, you often buy the stuff that’s on sale. When you have to replace all that stuff, it’s not necessarily on sale anymore, so what you could get for $200 before is a lot less than what you can get for that amount now.

    I realize that some people will have expensive food and that without such limits, the people selling you the fridge/service plan would take quite a hit when their equipment fails on you. But that’s exactly the point: it’s not supposed to fail! And when it does, it’s their job to make things right again.

  2. sp3nc3 says:

    Sorry, I’m usually on the side of those trying to “stick it to The Man,” but Nikki’s story jerks no tears from me. Yeah, it’s rough that she went through what she did with Best Buy, but why did she call them in the first place. She had no service agreement with Best Buy, and the product was obviously past the return period. If your appliance breaks, and it’s still under warranty, call the manufacturer.

    To expect Best Buy to provide a food reimursement? Come on! Best Buy was just the retailer. It was not their product that failed. Nikki would not have lost the food if she had just called Frigidaire in the first place.

  3. Sp3nc3- I think the gist of her beef (ha ha! beef! get it? because… food…refri- ah, never mind…) with Best Buy was that when the unit failed, she called Best Buy to come repair it. They told her they put her account on “emergency status,” i.e. “come-fix-my-refrigerator-quick before-everything-goes-bad status.” Subsequently, Best Buy dicked around for two days, never actually sending somebody out to fix it. It wasn’t a product failure issue with Best Buy, it was a service failure issue.

  4. Lemurs says:

    Right. If they had just said: “I’m sorry, we’re the retailer and we have no service agreement with you, so we’re not the right people to contact. Please contact Frigidaire at this number…” There isn’t a complaint to be lodged.

    Once they agreed to be the customer’s point of contact and dispatcher for this incident though, they put themselves on the hook for timeliness of the response and the customer’s satisfaction. At that point, Best Buy failed miserably.