Marsha Campbell bought a refrigerator from Best Buy in 2021 and faced ongoing issues despite having a Geek Squad protection plan.
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“I just love the look, to be honest, and then the functionality behind it,” she said.
She says she paid extra for the standard Geek Squad protection plan. Campbell says a few months later, she heard a humming sound. Best Buy and LG sent multiple technicians to check it out over the years, she 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.
But Campbell says the problem never really went away. She says -- at one point -- a tech emailed her that the fridge had a “bad compressor,” but that no one replaced it. Eventually, the warranty expired. Then -- she says -- the fridge died. At least she still had that email.
Channel 9’s sister station reached out to Best Buy. The company said the situation was resolved but didn’t discuss how her case was handled. Campbell says the business said it would make a one-time exception and gave her a store credit for the original price of the fridge.
“You’re missing the big picture. There was an underlying issue that was never resolved,” she said.
Meanwhile, LG offered her a 15% discount on another appliance.
Action 9 attorney Jason Stoogenke says there are at least two lessons here:
- If you have a problem during the warranty period and the company doesn’t fix it, they still have to after the warranty expires. Think of it like being grandfathered in.
- That’s one reason to keep good record like Marsha Campbell did.