04-01-2012 01:22 PM
I had a new refrigerator and dishwasher delivered on the 16th of February. Part of the installation was to remove my existing refrigerator into my garage. To get it out of the front door the installation crew needed to remove the old refrigerator doors. They did this and one of the crew took the doors outside. They grabbed the fridge and headed out the door, when I asked them to just put it in the garage and I can move it where I want later. I leaned into the garage from the house and hit the button to open the garage door. Well – unknown to me the other crew member had leaned my refrigerator doors against the garage door, and needless to say they fell over onto the cement.
The “old” refrigerator is a Samsung RM255BARB/XAA – Which I purchase at Best Buy about 5 years ago (could be 5-6 – don’t recall). The refrigerator is in great shape – stainless steel and has the 2 doors and 2 drawers (Quadro cool?) I believe the price tag on it was close to $3000. It was being replaced because of kitchen remodel and we needed a counter depth fridge to fit with the new kitchen layout.
My intent was to sell the old fridge to my neighbor that has a cottage and was willing to give me $500 for it, well needless to say he is no longer interested in it.
Here is what I have done so far:
I immediately called the crews “boss” at the distribution center (Pennridge Delivery in Michigan) Dan had originally took the basic information and I had told him what had happened, he said that he would call me back that day with information after he talked to the crew. He then proceeded to tell me that for damages like that the crew would be responsible for paying out of their own paychecks, if I still wanted to proceed. I didn’t think much about it at the time, but after the call was over, that part really started to bug me – but I let it slide as a “technique” to keep complaints to a minimum. So I did not hear from Dan that day and called and talked to Angela the next day, she said that she promised to call me back the next day with some information. After I talked to Angela the second time she said that she had talked to the crew and the company that they had contracted, and they said that since I opened the garage door, it was my fault and they were not going to do anything for me - claim denied.
So at this point I figured I should go and talk to the manager at the Best Buy where the items where purchase. She stated up front that she was not able to compensate me the $500 but she said she can see what the delivery/distribution center has to say. I told her that I am reasonable and figure at this point I will not get the $500 “cash in hand”, but maybe we can work something off of the new purchase and I can donate the Samsung to charity and get a small write off.
So after trying to chase down Pennridge Delivery in Michigan (6 phone calls - when they finally responded ans said that THEY also contract out the deliver guys - and that they are not paying - go ahead an sue us). Best Buy - Whomever you call there has no idea who to transfer you to to help - and then having the manager at the store not even return your calls - I have resulted now to the internet to "air my complaint".
I would have much rather to talk to a human being than do this - but I guess this is the day and age of "facebook".
I would just like to say that it is all well and good that Best Buy contracts out local help for the delivery service - but when those people do the work (or damage in this case) - Best Buy should be responsible and step up to the plate and make things right. I have made 15+ phone calls, wasted hours of my days chasing down 3 different companies just to be given the sold shoulder at every turn. What is seems to me is that Best Buy already got paid for the merchandise and too bad. They will send me a load of emails telling me to come and buy some more stuff from their stores though. I wish they would at least take 1/2 that effort and put it into making sure that their current customers are happy.
The tough part about this is - I was a Best Buy junkie and (over the last 10 years) have spent over $16,000. There (gadgets, computers, washer and dryer, stove, microwave - 2 dishwashers and 2 refrigerators). And they don't even care.
I feel bad that the actions of a few people will result in me not setting foot into Best Buy again. As poorly as I have been treated - I will ensure that all that I talk to will know my ordeal.
If Best Buy would have said - hey we are sorry that the Pennridge delivery in Michigan, made a mistake and the result of that was damage to your property - here is a "small percentage off" your $4000 bill that you just spent with us - I would have been happy.
Simple as that.
Thanks for reading, rant over.