Best Buy & Geek Squad Policies

[Melissacal]

EPIC FAIL - Dryer installation!! You should be ashamed of yourselves.

Hmm well lets see where I should start….

My husband is overseas and we needed to purchase a new washer and dryer, he ordered them over the internet because we have a bestbuy card.

Ok, so we order the set and made a separate call for INSTALLATION (telling them its PROPANE) and the delivery people (on the 11th) did just that, delivered the new set and took the old set away, and lemmie say very very prettyJ

Now, the installation was set for the 12th.  On the 12th two guys showed up, and were very confused they had no idea that it was propane even though I called TWICE, ONCE to confirm the appointment and ONCE to confirm PROPANE.

So the guys who came couldn’t do anything for me cuz they didn’t have a LP CONVERSION kit on them.  So I had to make a new appointment after speaking to 11, yes 11 people at the installation dept one girl said her name was TIFFANY made an appointment for me for the 16th,  on the 16th NO ONE SHOWED UP.  When I called, there was no one by that name Tiffany!  So after speaking with 5 more different people I made a new appointment and they asked me to purchase the LP CONVERSION kit myself and have it ready.  So today the 19th…..so first thing this morning I called, and they were confused, no appointment she said because, WHAT?!?! They couldn’t FIND an LP CONVERSION KIT!?!? 

SERIOUSLY?!?!?

I demanded my money back for an installation that I already paid for, asked to speak to a manager more then 5 times.  The woman they put on the phone Brittany said the only person above her was corporate and she was allowed to give me their number!  These people are beyond, not only is my husband overseas but all they did was toss me around from one person to the next.  I can’t believe how awful this experience was!!  This will never happen again!!

The only experience they had was in saying “we apologize for the inconvenience this has caused you” they couldn’t help but repeat that over and over and over again, I just wanted my dryer hooked up OMG!

So good luck anyone else trying…..

Melissa

Installation

 

[Elizabeth-BBY Community Supervisor]

Hi Melissacal,

I've asked Dorothy, one of our Community Connectors, to follow up with you and offer her assistance.  You should be hearing from her shortly.

Thanks for your continued patience,

[Dorothy-BBY Community Supervisor]

Good afternoon Melissacal -

I was disappointed when I read of your recent experience concerning your installation of your new gas dryer.  I know how frustrating it can be to get a new appliance and not have the installation go smoothly, and for that I do apologize.  

This is definitely a case of the store associate not listening to your needs, or not being informed of what does and does not come with a dryer.  Due to working in Florida for years, where propane is the norm for the few gas dryers installed, I was used to informing my customer that the majority of the units do not come with LP conversion kits, where as in Minnesota most people have natural gas, and the conversion kits are not necessary.  Normally the conversion kit has to be purchased separately from the manufacturer and I always made sure I qualified my customer and found out their needs so I did not disappoint them.  I do sincerely apologize that your BlueShirt was not as thorough as he/she could have been, and rest assured that I am forwarding this information on for internal review and follow-up training. 

Even though it does appear that the store was able to provide you with a refund for your installation, I would still like to speak to you further on this matter.  I am sending you a private message, so please ensure you are logged into the forums, then click the envelope in the upper right hand corner.  

Thank you for sharing your experience with us. 

Sincerely,

Dorothy

Community Connector

Best Buy® Corporate