Best Buy & Geek Squad Policies

[rongolf63]

I bought a washing machine and received it on 5/31/11. We used it and discovered the hose had a hole in it. I called customer service starting around 8:15 and after waiting on hold for 45 minutes and getting disconnected twice I finally got through and spoke to someone who told me they could send someone over to take a look and see what is wrong. I proceeded to tell him they do not need to send someone to take a look but to send someone with a replacement hose. He said they could not do that and I asked for a supervisor Carrie #151760. She then said she needed to call the store to do this and lo and behold it was now 10:00pm and they were closed and nothing could be done. Of course when I started my call the store was open, but I find it ridiculous and unacceptable that they could not set up someone to come the next day with a hose and that I would need to take another day off. At this point I would like a call back ASAP. My whole experience with Best Buy has been awful and unacceptable.


[Aaron-BBY Community Connector]

Hey rongolf63,

I hate to be the bearer of bad news, but I regret to inform you that Carrie is correct: you would need to either schedule an in-home service appointment for assistance with this issue or your local store would need to be contacted to see if they have an additional hose in stock.  Since in-home service appointments are scheduled on a first-come, first-served basis, we cannot guarantee the availability of next-day appointments.

I realize that this may not be the answer you were hoping for, so I’ve reached out to the management staff at your local store to see if they’re able to provide any alternative solutions.  It may take them some time to review the situation, but rest assured that I will let you know via private message as soon as I receive a response.  You can check your private messages by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.