Had a pretty amazing interaction with Best Buy today.

[Stonepounder]

Back in 2011 we bought a new washing machine from Best Buy. We also bought an extended warranty for an extra $200. When that warranty expired, Best Buy offered us an extension to the extended warranty, which we decided to purchase.

Lately, our washer has gotten louder and LOUDER on its spin cycle, so I looked up our warranty number and called the famous(?) Geek Squad. A few days later a nice young man came out, listened to our washer, and told us we needed new bearings, which necessitated replacing the tub and motor. He called and ordered the parts on the spot, and set up a new appointment to do the replacement on 10/27.

On 10/26 we got a call. The parts hadn't arrived yet and they didn't even have an ETA for the parts, but the tech said he would try and get a date and call us back. Sure enough, he called back. The ETA was 11/27. Grrrrrr. Having in his shoes often enough, I couldn't be angry at him, but he could tell I was frustrated. He said he would make some calls and see if he could get a better date.

So Thursday I get a call, would we be willing to do an exchange instead of a repair. The possible fly in the ointment was that our model is no longer made, so instead Best Buy would offer us a credit toward a new washer, but he couldn't tell us how much the credit would be. That made me a little nervous, but he thought we could back out and wait for the repair if necessary. Soooo..... a couple of hours later he called back with an Authorization number. (Still no $$ value). Today we went to our local Best Buy with the Auth # clutched firmly in our sweaty little hands.

It took a few minutes for Best Buy to dig out the original order, but the finally found it. And gave us a credit in the full amount we had paid for the the old washer in 2011! The full amount. The only cost to us was the new 5-year Extended Warranty on the brand new washer which had dropped from $200 in 2011 to $125 today, and new hoses (which are required). So, for $150 we got a brand new Washer and Best Buy will be out with the washer to install it Monday afternoon.

Folks, this is how you run a business to build customer loyalty! (Oh, and our Electric Co. offers a $75 rebate whenever you buy an Energy Star certified washer, so my full out of pocket for a brand new washer, delivered, installed, new hoses, and haul away of the old one will end up costing me about $75.00. Not a bad outcome.)

P.S. Since Sears is dropping Whirlpool, Best Buy is one of the places that you can still get Whirlpool appliances - one of the few appliance makers still in the US.

P.P.S. I don't think I am breaking the 'No commercial spam' rule. I have no connection with Best Buy other than as a satisfied customer and do not consider this as anything other than an anecdote from a satisfied customer.

[lunasun]

1. +++ Never had a problem with them . Have a few items through them. Thier online is good too

[hibbing]

2. Good for you

If I get good service and a fair price I will patronize the place. If I get crappy service I'm not one of the people that will typically fire off an email, instead, I will just never use the product/company again. I recently had to have a tree removed, got what I thought was a reasonable estimate, local company came out and did a very professional, and efficient job. I wrote up a good review for them and have been telling people about the company. Funny thing, my neighbor never talked to me, but now has a sign in his yard from the company. I haven't seen any trees come down on his property though. I think he just watched them do the job.

I've never had a problem with Best Buy myself.


Peace

[MLAA]

3. Here's another happy Best Buy extended warranty story

A few years ago our TV went out. My husband said let's go see if it can be fixed and if not we can get a new one. I said let's deal with it tomorrow. He won this discussion. We got to Best Buy and the customer service person looked up the sales history. To our surprise and delight we had purchased a 5 year warranty. Better still, coincidentally it expired at midnight that night. We both were all smiles as we rode home with a brand new TV. Apparently it was cheaper to replace than repair. The moral of the story you ask? Never put off until tomorrow what you can do today!

[rusty quoin]

4. The thing is, you need to buy the extended warranty.

The things are meant to break. I guess what I do is weigh the expense of replacement against what I paid. The electronics go out on the more expensive ones, and unless you know how to replace it, get the extended warranty.

[PoindexterOglethorpe]

5. Very good.

Two things. One is that I have the Geek Squad thing with my computers. I use up far more than the cost in various phone conversations with them.

The other is that washing machines and all other appliances should last longer.

I bought my current home in 2009. It came with washer, dryer, oven/stovetop, refrigerator, dishwasher, and garbage disposal. Those last two stopped working several years ago and I haven't gotten around to replacing them. Everything else works just fine. I keep on thinking I need to get all new appliances, at least in the kitchen, but then I see stories like yours. Or my friends who bought a new home in 2011 or 2012, and last year at Thanksgiving their refrigerator stopped working. Something about a computer chip. Really? Why should a computer chip wear out in less than five years?

Maybe I won't replace anything until I eventually decide to sell this place, and then I'll only buy basic appliances and let the new owner worry about things.