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Original Comment This is a copy of the letter I sent to Best Buy Geek Squad manager regarding my Samsung washer problem. It took 1month &amp; 2 days to deal with the poor quality issues.<br /> <br /> <br /> <br /> June 8, 2020<br /> <br /> <br /> <br /> To whom it may concern,<br /> <br /> <br /> <br /> I feel that unless consumers express their dissatisfaction with their experiences, change will most likely not occur. During this difficult time many major businesses are folding and unemployment is high. Hopefully, your employees will not be some of those suffering this <br /> <br /> out come.<br /> <br /> <br /> <br /> My situation is that I am 80 yrs. old and caring for my 85 yr. old disabled husband with Parkinson's Disease. I need to do 1-2 loads of laundry daily and need a operable washer &amp; dryer. On Jan. 18, 2020 my new Samsung washer and stackable dryer were installed by two men who were in a great rush as they were running late. This set worked fine until May 4, 2020 when the control panel went dark while I was washing and my wet clothes were stuck inside since the washer quit operating. After calling Samsung I was instructed to open the door at floor level and drain the water out which physically I was unable to do so I had to get help to do that. Then I had to call Samsung back for the next instruction which was to clean the filter down at floor level &amp; this necessitated getting my grandson to do this the next day. According to the Samsung tech the washer door would then unlock. Well, that didn't happened so I had to hire a washer repairman on May 7th for $130.00 to open the door so I could get my wet clothes out. Fortunately he knew that there was a little cord next to the filter on the bottom. So he gave a good pull but it didn't open the first time &amp; he pulled harder which released the lock. No where in my manual does it explain about this cord. He pointed out to me that I had a damaged washer which I needed to report to Best Buy. The damage was very visible from a certain angle but not too visible from the front view. <br /> <br /> <br /> <br /> After many tries of calling the Geek Squad I got through two days later and was always put on hold or they'd do a call back. Finally on May 18 two assessors came and confirmed the damage plus the non working control panel and told me to contact Samsung for the control repair and I'd need a new washer. Thus more phone calls and now am told that HNG in Tukwila, WA) is the only authorized Samsung repair service and they had a full schedule plus had to get the parts. They told me I had to have the washer out so the repairman could fix it. So I had to hire the washer repair man plus another man to move the stackable washer/dryer to my storage shed. This cost me $260.00. It was then discovered that during the initial installation they had shoved the dryer flexible vent tubing was cut and lint was collecting behind the washer and not going out the vent.....FIRE HAZARD! <br /> <br /> <br /> <br /> On May 19 I requested a reimbursement for my $390 for my out of pocket expenses which was submitted to Cassandra at Sedgwick (phone 855 229 4911). I have tried many times to connect with her via voice mail but have had no response about this claim. On May 20 the HNG repair man installed the new control panel but he needed to order a new front piece to replace the damaged one. On May 29 he came and replaced the front piece and told me to call Best Buy to get the two objects reinstalled.<br /> <br /> <br /> <br /> Another hassle trying to get that done.... <br /> <br /> On June 4th they scheduled someone to reinstall the units &amp; he was a repairman from A&amp;E. He asked me what my problem was &amp; I told him he needed to move the units into the house. He was a repairman &amp; couldn't do installations. Then I was disconnected twice calling the Geek Squad again and after spending 2.5 hours I finally got a hold of someone to help me. He assured me he would resolve the problem and he did. Chris connected with a lady named Sharon (in Customer Care) and she was able to schedule two very competent people to reinstall the units on June 6th. This team was a good example of doing a job carefully by moving the units in and replacing the vent tubing.<br /> <br /> Customer Satisfaction should be the goal of Best Buy and no one should have to spend this much time digging for information, making calls, being left &quot; on hold&quot; and wait for a month plus 2 days to solve the issue. In the past I have usually purchased from independent stores which have ALWAYS provided excellent customer service. Unfortunately the one I used to support for appliances has gone out of business as the caring &amp; conscientious owner turned 76 yrs old &amp; had worked there since he was 11yrs. old. Hopefully Best Buy will figure out how to provide excellent customer satisfaction. <br /> <br /> <br /> <br /> Most people wash clothes daily. Fortunately I have a nice neighbor that let me use her washer/dryer otherwise I would have had to hire a caregiver for $30/hr. while I went to the laundry mat &amp; pay to wash clothes. One idea is to have one person assigned to the case and that person make the necessary arrangements for the solution. The goal would be to have the entire job completed in 7 days or less. The customer should not be the one expected to carry this out.<br /> <br /> <br /> <br /> Right now I am very frustrated and am hoping to have my out of pocket expenses recovered but I don't know what to do and I hope you can help me. I spend $8,000 per mo. for my husband's care and need to recover the $390.00 I spent.<br /> <br /> <br /> <br /> Please let me know what I should do.

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