01-12-2012 07:45 PM
Horrible Customer Service and Failure To Honor Warranty
In Feb of 2011, I purchased a Samsung washer, dryer and refrigerator from BestBuy store #120 in Santa Rosa California. It took a couple of trips to the store to determine the best price, features and quality and visiting the store is a 100mi round trip, but we figured it was worth it to make sure that we got the right product. We are 5mi outside the “free” delivery area so we had to pay $100 extra for delivery – OK. We got a great deal on the units as we made one large purchase – about $3000. The washer and dryer have a full retail MSRP of $1100ea. We paid $650ea. A small additional discount was added after their not so professional delivery crew damaged the units when bringing them in and hooking them up.
Well, less than a year later, the dryer fails – No heat, deffective. I call BestBuy, after about an hour waiting on the phone they tell me that I didn't add the extra protection so, call the manufacturer. OK, I call Samsung and they issue a service call tag to a local repair shop; the totally incompetent Lake Appliance. No one from lake appliance ever calls me, so I call the repair shop and they state they won't come out unless I pay extra for mileage and time, or I can have Samsung authorize coverage. I call Samsung and get authorization on the extra charges. Lake Appliance won't come out unless I get it in writing from Samsung. Which they won't do because I am the customer not the repair contractor. I do all the footwork get all the authorizations and still no calls back from the jerk at Lake Appliance. So after, six calls to the repair shop, a promise from them to finally setup an appointment later that week, no call back. After five additional calls to Samsung explaining that no one has ever called me back to even look at the drier after two weeks, they agree to replace the washer and dryer (matched set) and issue authorization numbers for both units to be returned to BestBuy store 120 to be exchanged.
I call BestBuy Santa Rosa to arrange an exchange. After about an hour on hold they say bring the old one into the store. I paid for delivery because I don't have a vehicle to transport them, I can't “bring it in”! Santa Rosa store staff member states; “Well, just come down to the store and pick out the new model. We can just swap it for the new model and pick up the others when delivered”. Why can't this be done over the phone? Apparently I need to show up in person to give them the authorization number. So we drive down to the store - a hundred mile round trip for no reason whatsoever. “Well... that model is not made anymore and the model that is its equivalent is not on sale for that price so you will have to pay the difference or pick out a different set that is several models downgraded to match your credit”. What? So, even though they will get a credit from Samsung that should cover the cost of replacing the inventory, I have to pay the difference for the full MSRP retail price! So to replace the washer and dryer with the equivalent models I have to pay full non sale retail! BestBuy gets to make a profit twice on a defective item! Several times I've been offered open box or damaged items, but how are those going to hold up? I paid for a new matched set without defects, why can't I get a new matched equivalent set without paying several hundred dollars extra? “We will see what we can do, go home and we will call you tomorrow by 11am”. 2pm the next day no phone call, I call into the store and wait on hold for about 30 minutes. Staff member says “We are not sure what we can do, so we'll call you in the next 48hours”. 48Hours later no phone call. I call in, they need more time, they never call back and no one knows how to solve the situation without a $400 to $600 out of pocket cost to me for exchanging a defective item.
The total time spent on the phone with BestBuy corporate and the store (when they bother pick up the phone, or transfer you to nowhere) has exceeded 12hours. The customer service agents at corporate are pleasant but not helpful, the store staff can be downright rude when they pick up the phone and don't “accidentally” hang up on you several times. They act as though I'm trying to “get one over” on them or gain some monetary amount. I just want the equivalent replacement item. My dryer was $1100 retail, $650 on sale – Why do I have to pay $1100 retail for its replacement. BestBuy is getting a $650 credit, most likely more than the wholesale cost of the unit. It should be a straight swap, simple and easy. Make the customer happy by standing behind the product they sell by helping out the customer. No loss. They can't do that! They must make additional profit on every transaction, as if I was buying another one.
If we got such a deal on the appliances, or we are outside the service area (they knew where they were delivering to) that BestBuy / Samsung can not replace or repair them, they should have stated that the warranty was forfeit or wouldn't be honored. Now that I have been jerked around for a month, put on hold or transferred for hours at end and I still don't have a dryer, I think I'll just post the whole experience on FaceBook. I just want to educate others to stay far away from BestBuy. Lesson learned: They don't stand behind the product, are impossible to get a hold of for service, are deceptive in their business practices and will not honor warranties unless they can make additional profit with “extra protection” or additional charges.
Thanks for nothing,
Very angry, very irritated former customer - ShockSystem
01-13-2012 02:53 PM
01-13-2012 04:01 PM
I wish I would have taken the time to join the forum before making purchases at BestBuy, I may have avoided the serious mistake of doing business with them. I had been a long term in store BestBuy customer. I shop online at other retailers like TigerDirect.com. NewEgg.com and Amazon.com for best price when I know exactly the item I want (such as computer components) and to insure that I get the best price, which BestBuy rarely has. I know full well that the sales staff is clueless and completely ignorant about product- I've rarely talked to a BestBuy employee that has had more information on electronics than I do and most of the time their just flat out wrong. I go to the store when I want to closely examine a product, such as a washer / dryer or the camera that I bought. It is a need that I'm willing to pay for with a slightly higher price, tax, listening to the annoying “extra protection” and overpriced accessory sales pitch. I can get a “feel” of the product and can usually wave away the circling vultures asking me about my satellite, cable or cell phone providers. At this point I feel that it would even be worth paying the return shipping on an item if I don't like it, instead of giving Best Buy any of my business.
I also have a very good credit rating and take advantage of 0% financing on large purchases, however with the extremely poor customer service, hours on the phone, “dropped” or transfer to nowhere phone calls, constant and repeated 48 hour delays to get “authorization”, inability to contact anyone at the store and lack of return contact to get a replacement warranty product and the insistence that I pay more out of pocket for the equivalent item, it has been by no means worth it. I wish this had not stretched out past 45days so I could return my washer, dryer, refrigerator, SLR camera, laptop, PS3, Move accessories, X-Box, Printer and other such things I purchased at the store recently.
After reading the vast amount of customer anguish over pre-order “online specials” that have been canceled, unfulfilled, or up-sold that seem to amount to electronic bait and switch, it is no wonder that call centers, forum and stores are inundated with irate customers. BestBuy has treated myself and thousands of others with utmost contempt, total disrespect and complete lack of concern. This I hope leads to others in the customer base to refusing to do business with BestBuy as they have full disregard for there customers and only seem to serve final quarter inflated sales numbers to swoon the board and investors.
BestBuy is the only large retailer that I saw with copious amounts of news story quotes like this:
-"the only major store who routinely has these kinds of issues,"
-”DealNews.com warned shoppers should avoid BestBuy.com because of processing and delivery delays.”
-”The pre-Christmas cancellations outraged many consumers.”
-"I will never order online from Best Buy ever again, I was truly disappointed."
Here is just one of the stories I found:
All I can say is, WOW, just wow, have you guys screwed up,
01-14-2012 10:12 PM
At this point I want the contact information for Executive Resolution as well as contact from the Store Manager of the Santa Rosa California store #120. I have spent hours upon hours dealing with floor level employees and "department managers", getting hung up on and transferred around or informed that they do not have the authority to get what I need done. After more than a month without a dryer this has become ridiculous, horrific and stellar example of failure in customer service. Due to the fact that no one at BestBuy can spend the time returning my calls to resolve this, I have become beyond irritated. I will work to a short solution, if someone would take the time. Then again that would be expecting BestBuy to actually do something about customer service - Long shot at best.
01-15-2012 01:23 AM
I have been told by BestBuy that I can not receive a direct Samsung factory authorized replacement for the defective dryer that failed. I must pay several hundred dollars out of pocket to receive the equivalent item in exchange because it's not currently on sale, as the item that I purchased was. BestBuy made it clear that they must be allowed to make a profit on a defective item exchange and replacement even though the item has an authored and guaranteed manufacturer credit to cover the cost. The biggest reason; I did not purchase the extended warranty (this is covered under the factory warranty).
I have been offered several beat up floor models that may be used or defective customer returns or I can have a new downgraded model priced at full retail or maybe a slight discount.
Has anyone else had this problem with a defective item replacement being downgraded?
01-16-2012 10:08 PM
Here is an additional article I found in the International Business Times that spells out the failure of Best Buy to deal with their customers.
01-17-2012 04:49 PM
I honestly do hear where you are coming from on this, and being upset that you would have to pay more money to get a comparable dryer would be upsetting to most people. After hearing how the delivery of these appliances went off in the first place I can see why this might put you over-the-edge.
The store should be replacing your dryer with the same model if we still carry it, and the most comparable model if we have stopped selling this model. If the comparable model costs more than you paid the store should issue you store credit in the amount you originally paid for this dryer, and you could then use this store credit to purchase any model you want.
It is my understanding that Samsung will only reimburse us for the amount you originally paid us, and this is why manufacturer warranty replacements are handled this way. I do know that every manufacturer handles these a little different. Since this dryer is being covered by Samsung’s warranty it is ultimately their responsibility to make this right for you.
With that said I would like to see if there is any resolution this store can offer you, and I am sending you a private message to discuss this further. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.
Thanks for posting,
01-19-2012 02:20 AM
Samsung issued a credit, however that model is not available - Here in lies the problem. I pay BestBuy with the credit for the original sale that was discounted, for a new unit at full retail with a smaller discount (two week negotiation) and get less product, in place of Best Buy using the credit to cover the cost of the product replacement and offering the customer the model that is the equivalent cost and passing that to the customer for product support. In this case BestBuy is insistent on making profit for a second transaction stating it is Samsung that is responsible. I believe it is both major companies issues. A credit for inventory replacement for an equal product should have been issued, or BestBuy should back the customer enough to be willing to offer the customer a highly discounted rate like cost plus 10%(to cover associated costs).
Both models have an original price of $1100. My new discount price is $900, as opposed to $650 I originally negotiated for the defective model dryer. So I pay the difference, to have a mismatched set or lose out on a washer downgrade too... Nice.
The lack of customer support and the fact that I wasted an obscene amount of time getting any answers, much less results is the main instigation for my extreme level of disappointment, anger and irritation.
So, Allan what do you need from me?
Can you help?
01-19-2012 07:06 AM
He just helped you, his answer was "too bad pay us or go away". They're all a bunch of lairs and couldn't care less about you, it's all profit for them.