We bought a refrigerator and the Geek Squad 3 yr Protection from you Nov. 2017. The frig was delivered and we noticed right away that the right door would not stay open. Your delivery person assured us that once we put food in the bins that it would. It would not. We adjusted it and still it would not stay open. We went to your website and read that if it's under a year old to call manufacturer so we did. They first tried to convince us that it was normal but as we looked closer at the hinge we discovered it was cracked. So they came out and inspected and ordered a part. Great! They came back out and showed us that the very thick metal of the hinge was also cracked but they had replaced it too. I called Best Buy the next morning and shared that it was obvious that the frig had either been dropped and something had fallen on it. We had paid for a new one not a damaged one. We wanted it replaced. You guys said sure. Your squad brought one out and stood in my kitchen arguing with me not to replace it. Saying I should have never called Samsung first and that they don't know what they are saying. And to always call the Geek Squad and they will take good care of me. Then I was told that there is no way for me to know if the new frig on the truck had been also damaged or having something faulty about that on too. I replied that if I do discover any thing faulty that I would be so happy to call them back at fix or replace the new one too. They then went on to tell me that I was sticking Best Buy with a damaged frig and that someone was going to have to pay for it implying that I was hurting Best Buy. I replied that Best Buy needs to then be more cautious who they buy their friges from but Best Buy was not leaving me with a faulty frig that I bought new not "open box". They did finally replace it but not without an attitude and lots of tape in and around the frig for me to find for the next few weeks.
After a few months past a bin cracked. I called Geek Squad and a new one was sent to me. Then July 2018 2 more cracked and I was told that once the manufacturer coverage ends that I would be stuck paying 80 to 90 dollars for myself. Today another one was found cracked and I called again but this time I was told policy has changed and that Best Buy will not replace bins anymore. And that I do need to call Samsung even though I was told earlier that that was bad and they were bad and ignorant. Your policy states: Normal Wear and Tear
We fix failures from dust, internal heat and humidity, plus defects in materials and workmanship
This is obvious a defect in the materials and/or workmanship but apparently you can change your policy at your discretion but that is how the policy reads for new buyers so you are deceiving your customers. The gentleman I talked to today was very combative and I kept having to let him know that I wasn't calling to argue or be disrespectful but that I needed a new bin and that Best Buy should stand behind their policy.