Customer Ratings & Reviews

it reassures me to know that I have this option the electronic parts has no word of honor and this gives peace of mind, I already use very good

We have been trying for almost 3 weeks to get our refrigerator (a new Whirlpool unit purchased 1 year and 4 months ago at Best Buy with 5 year protection). An outsourced company came several days after we called and originally stated that the back of the freezer was icing up and thereby not flowing cold air to the refrigerator which is why it wasnt cooling and all of our food was ruined and had to be thrown away -- however, I explained to him that was not possible as the freezer and refrigerator were designed to resemble each other to be used side by side but were totally separate units not connected to each other and functioning totally independently (which undermines any confidence I had that he knew what he was doing). He then stated thank you and came to the subsequent conclusion that the compressor on the refrigerator was the problem and they would have to order a replacement. We didn't hear back so followed up and were told that someone was coming last Friday -- that (different) outsourced contractor (RR Appliance Inc) called the day of the appointment and informed us that they were not coming (Best Buy apparently unilaterally sets appointments for them and sends them instructions on the computer which they can ignore), and rescheduled for 4 days later (we in the interim continue to have no refrigerator for our family of 4 for weeks). Then today, they called mid-morning and AGAIN informed us via voice mail that they would not be coming as their technician was not available (hey, Best Buy, maybe you should impose fulfillment standards on the outsourced contractors you use and maybe they should have multiple competent factory trained personnel (that understand for example that stand alone refrigerators are not cooled by a separate standalone freezer) so that if one person doesn't show up your customers are not left in the lurch). I called back and tried to get the outsourced company to make it a priority since they cancelled twice in a row and a refrigerator is kind of important generally but especially when you are a family with two minor children, but the scheduling person couldnt care less and said that their earliest appointment was this Friday coming up, 3 more days from their SECOND last minute cancellation. I asked to speak to a supervisor but she said they did not have those and I could call Best Buy and ask them to send a different contractor. After about an hour on hold, and being passed around a few times I spoke to someone who seemed in an outsourced foreign call center who said that he scheduled someone for tomorrow -- I asked to confirm who was coming and if they would have the parts and be informed of the diagnosis from the first tech that came out and he said he was adding notes, and I asked if I could speak to his supervisor -- he said that she was busy but would call me back -- I asked what her and his direct numbers were so I could follow up when I did not hear back but he only gave me the 800-BEST-BUY number. After 5 hours when I of course received no return call from the supervisor I called and again was passed through 3 people after an over 45 minute wait including someone who definitely was in a call center in Asia -- she was very nice but I had difficulties understanding her English, I was finally transferred to someone who seemd to be a native speaker of US Engligh and was very sympathetic and put me on hold but was not able to get through to anyone. He noted that my scheduled appointment was with the same RR Applicance that told me they had no avilability until Friday and told me to prepare myself for the likelihood that they will not show again, and suggested that I call back tomorrow again to Best Buy (which will be the 5th time to call them to resolve this). The installation of the refrigerator and its trim kit when I originally purchased it (which included paying for installation) was also a nightmare and took months with thrid party contractors showing up after lengthy delays and assurances from Best Buy that now they were sending the right people who would show and say they didnt know how to install it and that the other (contractors said Geek Squad, Geek Squad said outsourced installers). Overall a total nightmare!

The Geek Squad always handles my issues and needs with professionalism and courtesy

More problems after service, water damaged floors, 466 minutes on the phone with Geek Squad in 30 days and STILL no resolution or compensation for fixing my floors! I purchased this refrigerator with the 3 year protection plan a couple years ago. The water dispenser in the freezer door stopped working properly after only a year. We had Geek Squad look at it in October 2020 (1st appointment) and were told that we needed to get the water pressure for the line into the refrigerator checked. They also told us often changing the water filter often solves the problem. After three water filter changes there was no improvement. Called out the plumber and they check the water pressure and said it was fine. Gradually the water from the dispenser got slower and slower (4 times slower than is should according to the autofill dispenser). Called Geek Squad in July 2021 to get it repaired. They could not come out until August 2021. Representative came out (2nd appointment) and said he brought the wrong part and needed to reorder it. He said he had parts for the icemaker. I told him the ice maker worked fine and that it was the water dispenser that was the problem. Ten days later another Geek Squad repair representative came out and changed a valve with no improvement (3rd appointment). Said they needed to order another part. Three days later we noticed the ice maker was no longer producing ice (there was never a problem with the ice maker prior to this service repair). Looked under the refrigerator and saw standing water on our newly refinished floors. The floor boards were now soaked, warped and ruined. Called Best Buy to notify them the repairman broke the icemaker and now we needed to make a claim to get Best Buy to fix the floor and now fix the icemaker and water dispenser. They scheduled an appointment 2 days later (4th appointment), but put the incorrect information in the system and sent someone from home theater. Had to reschedule for a 5th appointment. Best Buy scheduled for Sept 20th but then canceled the appointment because the part is not in. Rescheduled for Oct 1st (6th appointment) but then we were notified it was rescheduled for an earlier date (7th appointment). No one showed up so when I called the Geek Squad rep said the part was not in until Oct 8th. Asked why the appointment was changed to earlier in the first place and they could not answer. Scheduled another appointment (8th appointment) for when the part comes in. I looked at my phone bill. I have been on the phone with Best Buy for 466 minutes in the last 30 days with no resolution as of yet. I have a product that, not only, is more damaged than when I started the process, but the product/Geek Squad repairman has damaged my home (floors) as well. They say I cannot make a claim until the repairman comes out. We have many Best Buy purchased appliances but this will be the last.

Love it a great fit ,it works well and great delivery

Haven't had to use my 5 year plan yet but its comforting knowing I have it should something go wrong as manufacturers plans are short lived and weak. If my food goes bad because the frig dies, BB will even replace my spoiled food!

`The protection plans at Best Buy are terrific - a great value, particularly for major appliances. Even with decent manufacturers warranties, they make it convenient to keep your appliance running as expected - no hassles.

We bought a fridge about a year ago with the Geek Squad protection plan. A year later, it breaks down. Called Geek Squad to get a repair appointment. What a disaster! The majority of Geek Squad doesn't know how to deal with fridge repairs and they want to you call somewhere else including the contractor (AIG) that they contracted out to. Through multiple calls and getting tossed around to different reps, I have learned a few things: >> When dealing with appointments, they want you to call. You can't request for an appointment online. This is where all the pain and suffering begins. >> If you manage to get a rep to make an appointment, BestBuy generates a service request order and it gets forwarded to the contractor. Without it, they can't help you. >> 2 out of 3 times, service requests from BestBuy were either not forwarded properly or double-booked with someone else. Be on the lookout for an email from the contractor. Without it, it is not assigned and you wont get a call in the morning for an in-house visit. >> At times, the agents on chat will close the session on you. >> At times, you will asked for customer feedback. Don't waist your time filling it out. I am on a call again -- trying to resolve an appointment that never made out to the contractor. This is just simply mind blowing.....

Always great service and on time! Always can fix my issues!

Great fridge. Lots of room, deep fridge good for large items.

Very good service when they gave me my refrigerator.

Great freezer for a small family, the only objective is it's much smaller than I thought it was. But freezes the meat great. That's why I didn't give it 5 stars and another basket could have been add.

Very nice service, fast, professional, very good people who helped me.

I'm so livid about the Kafkaesque nightmare getting this refrigerator out of my house and replaced by GE/AIG/Geek Squad that I don't even know where to begin. This refrigerator inexplicably started emitting an odor that was metallic and/or chemical in nature. It infused our ice, water, and exposed food (fruit, bread, dairy, etc.) and even our house. Guests noticed and we can't even serve things from it. We tossed so much food, we stopped calculating. Suffice to say after hours of calls, no callbacks, bounced-back e-mails, etc. and literally five (5!!) separate days of appointments at home that never materialized - we were outright blown off after waiting at home entire days - no one up and down the chain at Best Buy/Geek Squad could get their acts together to swap out this fridge for a new one/replacement. Ultimately Best Buy called this unit a "lemon" and offered to replace it with another brand. None of that has happened yet. So we're sitting here with a busted fridge that my kids can't eat food from and still stinks up the house, doing who knows what damage to us. After years (decades?) of spending tens of thousands of dollars at Best Buy, it's over. No more. The convenience of having a local BB is now completely evaporated. We will never patronize BB or GE ever again. Be warned. You buy it, you're stuck with it.

I purchased an out of box item and took out the full warranty. I haven't had to use it and if any problems occur the service call is also included. Win, Win situation I think...

Geek Squad service is really good Best Buy take care we nice

I always add the warranty from best buy because they offer hustle free returns and exchanges

This fridge died after 6 months! We were gone 2 weeks and returned to find fridge had stopped cooling. Went to KA website and did all the trouble checking tips, none worked. We had a freezer full of foul, rotten meat and fish- had to trash it and then washed down entire fridge and freezer- smell was v bad. 3 days later KA Warranty worker came out and plugged it in, and the kooling kicked in. Repairman said he sees this happen on about 25% of his repair calls on newer fridges. He cant explain exactly why- with that kind of bad reliability/repair rate, WHY HASNT KA DONES A FIX ON THIS? The repair man had no answers- but he said he has now been encluraging folks to buy the extended warranty due to large no of repair calla his co gets for near new fridgeratora from Whirlpool/Kit hen Aid. UGH! So c disappointing! Our last fridge, a Maytag,, had so many repair calls durings its 8 year life, we thought we’d upgrade to KA and spend extra bucks to get the reliability- boy were we wrong. Im filing a complaint w KA asking them for $300 for all of the meat, etc that we had to toss. If I get a positive reply, I will post it here. Dont hold your breath…. Kirby

Great plan, highly recommend getting it in place, worth as repairs can be costly.

Had a refrigerator/freezer delivered today to my 95 year-old mother's house. Paid for installation and 3-year Geek Squad protection. Installers said it would take 2 hours to get cold. 10 hours later, it's room temp. Tried calling Geek Squad "24/7" service; recording said call back in the morning. Tried on-line support; they haven't activated my Geek Squad protection yet, since it was just delivered today. I'm reading them my order # and my credit card is already charged, but no help. So I try to schedule an appointment in their on-line registry but since the delivery was today and the Geek Squad order still reads as "in progress", I can't get into the scheduling system. Bottom line: My 95 year-old mother has a $1000 warm metal box, an $80 worthless protection plan and food and medicine spoiling in the kitchen. Thanks, Best Buy!