I have purchased all my major appliances through Best Buy for the last two decades. I have done this as the compared prices were fair but the competitive edge was the warm feeling of knowing the added Geek Squad protection plan purchased. The protection plan was sold with the promise of repair or replace should any problems arise for the following 5 years with the purchase of my major appliance. On face value, the insurance purchased was a small additional investment should the appliance fail. Best Buy / Geek Squad were way ahead of the game with my two decades of major appliance purchases as I had never needed to file a claim with the purchased insurance until recent. I contacted Geek Squad and spoke with a technician who opened a claim for my dish washer purchased circa 2018. The initial process to file a claim was simple. On June 3rd 2021, I received an email confirmation reference service event number 18472461. “Service Quick” was the name of the authorized repair facility. June 10th 2021 a repair technician was scheduled to respond to my residence to assess and repair my Samsung dishwasher. I was informed the technician would contact me on the scheduled date and provide me a window of arrival for the services. I was told to be available from 8am to 5pm on June 10th 2021. On the morning of my scheduled appointment, I received a call from the technician employed by Service Quick as promised. I was given a response time window of arrival between 5pm to 7pm. Although this was outside the 8am to 5pm window originally provided, I had made arrangements to be home for the day in anticipation of a service technician coming to my home. This was the last time I spoke with the Service Quick technician. On June 10th 2021, no one arrived at my residence to perform the repairs on my dishwasher. I did not receive a call, email or text regarding the matter. On June 11th 2021, I waited to be contacted by a representative of Service Quick regarding the no call and no show of the appliance repair technician. I decided to follow up with Service Quick mid-day with a phone call after waiting to be contacted to no avail. I spoke with call taker identified as Adriana. I explained the above circumstances to her and she advised the technician assigned to respond to my residence to diagnose and repair my Samsung dishwasher was unable to locate my home and his cellular phone did not have service in the area. Adriana was apologetic and offered to reschedule with me immediately. Adriana provided me with June 17th 2021 as the next available date and time a technician could be dispatched to my residence. I explained to Adriana June 17th 2021 would work as long as the technician could respond and complete the work before 12pm as I had an appointment which could not be rescheduled for the afternoon. I was very clear and stated if this was not a request which could be accommodated, a different date would have to be selected. I was assured by Adriana the time restraints would not be an issue and the technician would be able to accommodate my needs. On June 17th 2021, I received a call from the technician employed by Service Quick. The technician advised he would respond to my residence between 5pm and 6pm. I provided the details of the conversation I had with Adriana to the technician and explained I was assured a morning response would be accommodated due to my scheduled appointments in the afternoon. The technician replied, “I don’t see anything in my notes, you will have to re-schedule.” I decided to do some research with Service Quick and discovered in the last three years, the BBB had 144 total complaints with Service Quick and 123 of the 144 complaints were service related where customers complained about circumstances similar to mine. With this information, I recontacted Best Buy / Geek Squad customer service. I spent the next 2 hours and 45 minutes on the phone with customer service representatives. I explained my situation and requested a company other than Service Quick be authorized to conduct the repairs needed. I learned Best Buy had four companies in which they contracted with to provide repairs regarding claims made with extended warranties through the Geek Squad protection plans sold. I was informed the system in place for the customer service representatives did not allow them to select any of the four companies authorized to repair appliances on behalf of Best Buy. The software would auto generate the selected repair facility once the information had been imputed. Best Buy customer service representatives could not accommodate me and the only authorized appliance repair services available to me was to be conducted through Service Quick. I ended my phone call with Best Buy without scheduling a service call for repairs. Service Quick had proved unreliable and scheduling a firm date seemed grim at best. At this time, I am unable to afford the luxury of accommodating Service Quick with future dates with the high likelihood of rescheduling. Each date scheduled has a cost associated where I am required to spend the day at home. My Samsung dishwasher stopped working on June 1st 2021. To date, the repairs or replacement of the appliance have not happened. I have learned the cost associated where I stayed home to meet with Service Quick technicians could have paid for a new dishwasher. Unless convinced otherwise, I am terminating my relationship with Best Buy after being a loyal customer for over 20 years. I will tell my story to anyone who will listen regarding my experience with the customer service provided by Best Buy and through the entities authorized by Best Buy.