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- First reviewJanuary 5, 2016
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Frustrated's Reviews
Whirlpool 26.2 Cu. Ft. 4-Door French Door Refrigerator with Thru-the-Door Ice and Water: This 4-door refrigerator makes it simple to keep bulk grocery purchases, everyday items and oversize containers all in the right place and ready to grab when you need them. Multiple cooling and storage options mean food stays at the right temperature for snacking and stays fresh as long as possible.Measure Twice, Deliver OnceLearn how to measure the space where your refrigerator will go, so that you can be sure it will fit.Watch the video ›How to Prepare for Delivery and InstallationLearn how to get ready for the delivery and installation of your new refrigerator. Walk the path, check your hookups, order new parts, and empty your old refrigerator.Watch the video ›
Customer Rating
1
Buyer Beware! Great fridge, but doesn't last.
on January 5, 2016
Posted by: Frustrated
Whirlpool Refrigerator
Model: WRX988SIBM00
Retails $2,999
Purchased 12/2014; delivered 12/24/14
Loved this refrigerator for the first year! Like french doors, shelving/organization, and particularly the extra drawer. Freezer is convenient, etc. But then, just before the one year warranty ran out (thankfully!), the refrigerator stopped cooling properly. It sneaks up on you because it cools to about 58 degrees. At first, you think you are imagining it, but then things begin to spoil quickly. Investigated and found drawer vent had frozen over. It is since been de-iced four times (by ourselves and Geek Squad). We have been without refrigerator for nearly 3 weeks (over the holidays!), and Best Buy Geek Squad is in no hurry to resolve the problem. I am writing a lengthy review (first ever actually!) to help future buyers understand the level of frustration and the cost that may be associated with owning this product, and getting service through Best Buy.
Model: WRX988SIBM00
Retails $2,999
Purchased 12/2014; delivered 12/24/14
Loved this refrigerator for the first year! Like french doors, shelving/organization, and particularly the extra drawer. Freezer is convenient, etc. But then, just before the one year warranty ran out (thankfully!), the refrigerator stopped cooling properly. It sneaks up on you because it cools to about 58 degrees. At first, you think you are imagining it, but then things begin to spoil quickly. Investigated and found drawer vent had frozen over. It is since been de-iced four times (by ourselves and Geek Squad). We have been without refrigerator for nearly 3 weeks (over the holidays!), and Best Buy Geek Squad is in no hurry to resolve the problem. I am writing a lengthy review (first ever actually!) to help future buyers understand the level of frustration and the cost that may be associated with owning this product, and getting service through Best Buy.
Week of Dec. 14, 2015 noticed it was not maintaining coolness. Cleaned out and noticed vent in drawer was frozen over. Threw away hundreds of dollars of food and beverages. De-iced, and fridge cooled down for about 24 hours. When we found it had warmed up again; called Geek squad to determine underlying cause and to repair.
Geek squad repair person, Randy, came 12/22/15. He was very kind and polite. Once again, he de-iced the drawer vent and ordered some parts to be delivered to our house. Told us to call him when parts arrived. Refrigerator cooled down, and we reloaded.
By 12/25 it was warm again, threw away more food and beverages between Christmas eve and Christmas day parties.
Parts finally arrived the following week, and called Randy directly; he came late in the day 12/28. It did not occur to us until later that these parts were not expressed. Once again, Randy defrosted the vent. He also took one of the parts, and left one here; didn’t use any of the parts that had been ordered. Said he ordered a different part and the refrigerator should be cool for now; once again we were to call him when it arrived.
By 12/30 refrigerator was warm again. Threw away more food and beverages. Called Randy and left detailed message at noon (with New Year’s eve party the next day), he did not return call until 1/2/16. He said he will come when part arrives sometime next week.
1/2/16 called Geek squad general number to speak with supervisor and get a status update. Gave detailed account of what has occurred. Turns out part was never ordered on 12/28 as promised…It wasn’t ordered until 1/2/16, and again, it wasn't shipped express. Seems like the Geek Squad would keep some of these parts on hand given that several reviewers have indicated they had the same problems.
During that call, had to wait for call back ~30 minutes. Then, explained everything to next person. She put me on hold and got transferred to “Rashon.” After putting me on hold again, he reported that he called Randy’s manager, who didn’t answer and that he was going to email him and one of them would get right back to us with a resolution. I wasted nearly an hour with no answers while refrigerator still isn’t working.
Between 1/2/16 and 1/5/16, I did not hear back from Best Buy Geek Squad or supervisor as I had been told. I called several times, but didn’t have 30 minutes to wait on hold. Desperate to get our refrigerator working, I called again today; I repeatedly listed my problem as “supervisor” for the voice system and eventually was connected to “Hershon,” who appeared to be very empathetic and said he’d transfer me to the appliance supervisor. Instead, I got put back into the waiting system and waited another 30 or so minutes for another return call.
During that time, I contacted Whirlpool at 1-866-698-2538; received another message telling me that they were receiving high call volumes and I would be on hold for some time. Can’t sit here for 30 minutes just waiting, and chance missing the Best Buy call back. Further, based upon the other reviewers with similar problems, I soon realized I won’t get anywhere with Whirlpool either. This is the first Whirlpool product we ever purchased – won’t purchase another one. Our last refrigerator was a different brand – lasted more than 20 years with only one minor repair of the ice machine at about the 15 year mark. Too bad I wanted the extra refrigerator drawer (and wanted to buy an Ohio product) and tried Whirlpool.
After about 30 minutes, I received the call back, and again said I needed to speak to a supervisor, but first had to briefly explain the problems yet again. After another 15 minutes on hold, I was told the next part will be here on the 7th and we can schedule repair then. I indicated that we need some higher level of assistance because there is still no evidence that the next part (on or after the 7th) will correct the problem, and we can't continue another week without a refrigerator! I also repeatedly tried to help this person see my point of view, as patiently as I could, that Best Buy seems to have no sense of urgency in this situation. Again, I waited on hold another 10 minutes for assistance, and then was disconnected. No one called me back.
I’d like to say I give up, but I can’t just send back a $3,000 refrigerator that is only one year old. I also realize now that we are not the only one with this problem. Other consumers have written in about this same cooling issue. It seems to occur 3-12 months out.
This is the worst possible service I could have ever imagined. I doubt any Best Buy employee would find it acceptable to live without a refrigerator for 3 or more weeks (not to mention over the holidays!). Further, most people do not have hours each day to sit on hold, or the patience to repeatedly tell the same story/problems again and again, and get no real answers! It is also not convenient to have to arrange to be home to repeatedly to have the service person come repeatedly either.
Ironically, each time I call, they ask me about whether we purchased the extended geek squad protection. Given that our last refrigerator lasted 20 years, we didn't see the need at the time. Given the horrible customer service, we would never consider it now.
This is the poorest customer service I have ever experienced. We recently purchased a $6,000! TV from Best Buy, and we are strongly considering returning it because we were worried that we will have the same customer service problem, if a problem should arise. Fortunately, we were able to purchase "Square Trade" from Costco for this Best Buy TV - a fraction of the cost, and our experience with Square Trade was very positive on previous purchases.
No, I would not recommend this to a friend.
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