When Libby Odegaard and her family moved to San Antonio from Minnesota, they bought a new home and all new appliances. The Odegaards went to Best Buy and paid $3,200 for a high-tech Samsung refrigerator.
The refrigerator even allows you to go online to listen to music, get the weather forecast and to look up recipes. Four months after they bought it, Odegaard woke one morning and the refrigerator had shut down. All the food inside had to be replaced.
Odegaard went to Best Buy and filled out a form and they took care of the food. Then they sent out a repairman. The part it needed, the mother board, would take two weeks to arrive, so Best Buy replaced the refrigerator with a new one.
Four months later, the motherboard went out on the replacement refrigerator. This time Best Buy said they wouldn't be able to send a repairman for at least five days, despite the stores "no cool rule." The stores "no cool rule" promises a repairman would be sent within 48 hours if the unit is not cooling.
Once Odegaard described what the refrigerator was doing, the repairman on the other end of the phone said it sounded like the motherboard. Once again it would take a couple of weeks to arrive, then another five days or so to replace it. Odegaard tried to reason with the manager at the store and asked if she could just pick out a new refrigerator. Just not a Samsung. Best Buy said no.
That's when Odegaard called us. We made a call to Samsung and Best Buy's corporate offices and almost immediately they called Odegaard. Both apologized. Samsung offered to let Odegaard pick out any new Samsung refrigerator she wanted. Best Buy offered to allow Odegaard to pick out nay new refrigerator she wanted, even if it wasn't a Samsung.
She went with Best Buy's offer and picked out a new GE brand refrigerator and says she couldn't be happier.