CLERMONT, Fla — Marsha Campbell of Lake County paid extra for a 5-year Geek Squad Protection Plan from Best Buy, but said after several visits, the company was never able to resolve an issue with her refrigerator. Then the fridge died right after the warranty ended.
“We were like, ‘Ok, let’s call because we have the protection plan,’” Campbell told Action 9 Consumer Investigator Jeff Deal.
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It became an interesting issue because even though it was out of warranty, the homeowner had an email from one of the service calls indicating the refrigerator had a bad compressor a few years ago when it was still under warranty, and Campbell said it was never replaced.
She believed it was great design and easy to organize. That’s what drew Marsha Campbell to the LG refrigerator she bought at Best Buy in 2021.
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Campbell explained, “I just love the look to be honest and then the functionality behind it.”
But a few months after she brought it home, her family at first thought she was crazy when she said she heard a humming noise.
“I’m like, ‘No, I hear like a hmm.’ And it was intermittently. And eventually the sound got louder. Now they’re hearing it,” she said.
She wasn’t worried since they paid an extra $350 for the 5-Year Standard Geek Squad Protection Plan. According to Campbell roughly half a dozen technicians were sent by Best Buy and LG to check it out over the years, there was at least one attempt to stop the noise.
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Campbell said, “They were like, ‘Oh, there’s a metal resting against something that’s causing the humming.’ They adjusted. That was the only repair they ever did.”
She said the noise never really went away, and Best Buy’s position was that there’s nothing wrong. It wasn’t until the fridge died this July that she pulled back one technician’s email, that noted it “has intermittent noise issue and bad compressor as per last wo (work order). Her warranty had ended just a few months earlier in March.
“It was never dealt with. It was never repaired or replaced and now we have no refrigerator. I lost all of our food,” Campbell said.
She showed the Action 9 team emails from Best Buy denying her claims, stating in part that there’s “no documentation demonstrating that the refrigerator’s current failure is the direct result of a condition that remained unresolved from the prior service history.” Another part of the email noted “any further communications regarding this issue will be ignored.”
The Geek Squad Protection Plan gets many positive reviews on Best Buy’s own website, but there are some service-related complaints. One dishwasher owner wrote in a review, “We have had 3 different repair technicians come out and over 5 different visits and they still have not solved the problem or replaced the unit.”
After Action 9 reached out to Best Buy in Marsha Campbell’s case she received good news. Best buy let her know it would make a one-time exception, and issue her a store credit for the original price of the refrigerator. That’s what she felt should have been done from the beginning.
She said, “You’re missing the big picture. There was an underlining issue that was never resolved.”
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Best Buy acknowledged the situation has been resolved but did not answer any of Action 9’s questions about how her case was handled or the online complaints about the Geek Squad Protection Plans. LG has also offered her a 15% percent discount on any appliance and an extra warranty.
If you do have an appliance under warranty, it’s important to keep all records that might be helpful should you have any problems down the road.
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