01-24-2012 12:41 PM
In no way did I ever mean to imply that this is any way your fault, and I really am sorry if I came off that way. I was merely advising you as to what is being communicated to me from the management of this store, and responding to your last post where you said “I finally received a phone call updating me on the status of my replacement dryer from the store". I assumed your previous post meant that after you received this phone call the store was able to provide you a resolution since you are now waiting for your dryer to be delivered to this store. Obviously this is not the case, but this does leave me confused as to why you are waiting for a dryer to be delivered to this store if you haven't agreed upon a model to replace your dryer. What model are you waiting on? Is the store replacing your dryer with this model at no cost to you?
01-24-2012 03:13 PM
I'm trying my best not to be angry with the people who work for a such an unfortunate disaster of a company, I really am. However, I find that the way I have been treated so distasteful and with such contempt that I grow furious quickly. I do not wish any ill will to you personally, but I hope to see Best Buy go down in caustic angry searing flames of putrefying hatred.
This situation has grown far, far beyond unacceptable. You offered help. How do you propose we remedy it? I'm trying hard to ask nicely.
01-24-2012 05:22 PM
Before my post was deleted, because of a sarcastic rhetorical question my statement was:
Maybe you are not trying to imply that it's my fault, but it does come off that way. The information you are reiterating from the store manager is total, fabricated crap. I'm tired of being lied to. No one has ever offered me a new replacement as there are not any in stock! I was only offered used and damaged floor models that were missing parts as a direct swap. I have never been able to speak with management so I have know idea how we would come to view this as acceptable.
I was told after my authorization with Samsung to come down and pick out a replacement - LIE. I was told I could pick out a new model comparable to mine - LIE. I was only offered a damage, open box floor model then told that it had the same features - LIE. It was three models down from the defective unit I have. I have been jerked around for TWO MONTHS on this. You were told by management I could have chosen from multiple replacement models - Total and complete LIE. I have never been able to speak to management, no one from management has ever talked to me. What are these mythical replacements I was offered? I still have yet to talk to in person or over the phone the mythical, magical unicorn store manager named "Chaz". No on e has resolved any issues. I keep getting told from corporate and the store "someone will reach out to you and return your phone call in 48hours" - Lies. No one ever does. I have had three return phone call out of my 60, basically stating they have no idea what is happening.
I finally agreed to pay the extra extortion money in the amount of $250 to get a equivalent replacement that is new and it still do not have it! They keep spouting excuses "Maybe it's on the next truck", "we need 48 hour to track down your order", "It's in process", "I Don't know but I'll call you back with info" - Never happens, and the object that I have to now pay more for has NEVER MATERIALIZED. I can not wait any longer to dry my clothes, so I have to pay the extra money just to get something to me and you guys are still messing it up. This was less than acceptable in the first place and now you guys are delaying me even more. This is abhorrent customer service.
Allan, I seem to leave you confused a lot. What statement can I make to you that will clear up the confusion? I paid for a new dryer that is defective, you will not replace it with a like dryer - I'm angry that you are extorting extra money from me to replace something defective. I have never been communicated with when promised. I still don't have a working dryer after TWO MONTHS! No one has ever attempted to fix the first one. Best buy never returns phone calls. I have never been able to speak to anyone in charge. I have had to make three additional trips to the store. I have been lied to on a regular basis.
I'm irritated because I was basically told, pay us extra or get bent. Take the trashed, damaged floor unit, a new downgrade or give us more money. Now that I reluctantly agreed to give you extra funds just to get what I agreed to in the first place - I STILL DON'T HAVE A REPLACEMENT. Now I'm being told how many choices I had, and how wonderful the experience was and how you guys are diligently working to fix any issues. All words, with no action and typically false.
01-25-2012 02:25 PM
From Allan in regard to my posts from other threads (Below):
I certainly hope that our company does not meet the fate you described, and to be honest it would be very bad for the U.S. economy if any company as large as Best Buy went out of business. I did hear back from this store again stating they are hoping to get this unit delivered to them tomorrow, and once they do they will get this replacement processed and schedule the dryer to be delivered to your home. I have also forwarded your latest posts onto the management of this store in the hopes that they will be able to offer something additional in this matter. Once I hear back from them I will post back to your thread.
Best Buy Corporate
I guess that I'm "That Customer", or at least get categorized as such buy Best Buy employees and apologists. I don't always think that I'm right, but BestBuy has failed on a massive scale. I have been jerked around on a replacement for a defective dryer for two months now and made over 20hours of phone calls, posts on the forum, several 100 mile trips to the store and they still can't get it right, and I am still without a dryer. The customer service level of this company has sunk to a new low. I expected far less than "spectacular" service, but this has degraded to utter and total incompetence.
Here is a quote about how I feel so I don't have to waste more time typing my thoughts again:
"Total net earnings in this upcoming year end (2012) will hopefully show a fall from (just completed 2011) past year. I think that this last (2011) years thousands of "ethereal and magically canceled" holiday orders and the fact that they charged credit cards and held funds until the following "year" a few days later to boost last quarter sales numbers will be reflected in the backlash of consumer hatred and slower sales for this (now current) year.
I was a long time customer that (like everyone else mentions) spent many thousands of dollars, and I want others to see why I have a venomous, seething, burning anger and hatred of this crappy company. When I hear the mere mention of the possibility someone I know making a purchase at Best buy it sends me into a profanity laced, turrets syndrome like tirade of mouth frothing angry ranting, and I'm sure others feel exactly as I do.
I don't see people forgetting easily the appallingly bad level of customer service and near fraud on the part of BestBuy, when it comes to major electronics sales this year. I hope and wish to see consumers truly irritated and willing to move to other vendors for product. When Bestbuys own forums have an entire section: holiday 2011 for damage control due to horrifically bad order fulfillment and customer interaction and they can't keep up with it, I don't think they will escape unscathed.
My only want after my own dealings with Best Buy this last year, if for them to tank horribly and disappear from the planet in an incinerating ball of caustic hatred for the level of complete and total incompetence in handling business and customer matters. My experience had nothing to do with holiday shopping, however I know of no one that was satisfied with their best buy "Black Friday" / Cyber Monday orders. My experience was with warranty coverage and I now have a vehement hatred of Best Buy and will now do anything in my power to discourage people from spending money with the company. I think many others feel the same way, and I hope it shows in total sales for 2012, driving the company into an apocalyptic, flaming demise."
I have been moved from a happy regular customer to the "destroy best buy anyway possible" camp, purely by the way in which I have been treated by this pathetic excuse for a retail outlet. I understand that the employees are now defensive and lashing back at customers, saying that "they don't understand" and "but..Policy" and "I'ts not my fault". I as a consumer understand it's not "your fault", however when nothing but contempt, complacency and disregard are shown me, I will only demonstrate hatred and disgust for total incompetence and willful failure. After joining the forums and seeing what was here, how people are treated, the length of time it takes for responses and the inaction or apologist posts, I have a vehement, festering hatred and permanent total disdain of the entire company and everything it stands for now.
Thoughts from an angry customer.
Thank you, and you are also right. I was a happy customer. My wrath is reserved for BestBuy as a corporate entity. I have nothing but disdain, vehement anger and total and complete hatred for BestBuy as a business. I in no way want people to loose their jobs. This is one of the worst economic times ever. I luckily have a great position and have the "luxury" of being able to purchase nice things that I have saved up for and Best Buy (corp.) can't seem to grasp the concept of customer service and insuring that the customer is happy with purchases and willing to return to sped more money. BestBuy views only in myopic, short term profit and expansion. "Money now! Screw the return customer - Who needs 'em". By the companies actions they have demonstrated total disregard for me and have show no care, concern or even willingness to communicate. I think other customers feel the same, as there is a section for just "Holiday 2011" that they can't even keep up with - That is a high level of failure.
I'm trying my best not to be angry with the people who work for a such an unfortunate disaster of a company, I really am. However, I find that the way I have been treated so distasteful and with such contempt that I grow furious quickly. I do not wish any ill will to employees of this disgraceful, toxic dump of business, but I hope to see Best Buy go down in caustic angry searing flames of putrefying hatred. Sorry that they happen to work for what I feel is the worst electronics retailer in existence.
How do I wish an end to the evil crapfest that is BestBuy and kindly state that I want everyone to keep their jobs? I don't have an answer for that. All I know is that I will never again purchase anything from the leaching, cancerous cesspool of BestBuy and will insure that no one that I can communicate with will either. Sorry but words can not express how much I want Best Buy to die a burning, painful, horrific, profit loosing, economically devastating, corporate death.
I have never been offered or taken a phone survey. No one wants to here how irritated I am, let alone solve a simple problem. I have never been able to speak to the general manager of the store about the abhorrent customer service. I have been hung up on, shown up in person (100 mile trip) several times as requested, to be told to go home and wait for a call that never happens. I have never had anyone from Best Buy Santa Rosa store 120, or corporate resolve my issue. I have had tons of promises to "Reach out" and "Return my call in 48hours". Until recently that had never happened - Now I got a return phone call basically stating they have no idea what is going on, where my product is or why I have to pay extra for a equivalent replacement. It is amazingly horrific. I paid the extra extortion money to get a new (not floor trashed three models down) unit to me - Nothing yet, no replacement.
Again I don't want thousands to loose jobs, but there is no way I want BestBuy to be successful. It's just like the banks that screwed everyone over in the home market - Oh, their too big to let them fail, and not every single one of the employees was a jerk. I have no personal vendetta against the individual, but the company needs to learn about customer service or completely fail. Unfortunately they are one of the last large electronic retailers with physical stores. Not that I would ever expect accurate help or actual knowledge from the under trained staff, but if I physically wanted to look at something I would pay the extra (and their price is always higher - Worst Buy) to shop there, or for 0% financing. Now there is no way I would support them. Sorry to the employees but, you work for and unadulterated, pure, disgusting, caustic evil growth of a retailer.
These are the kindest words I can find for this business. I think Jishua had about the same experience online, and the result was the same, dismissive staff with no information, no communication and no results in problem solving. So how are we supposed to wish the company success and spend more money at a place we hate, just to keep people employed? I don't have the easy answer, but I fully support and wish for BestBuys demise.
01-25-2012 03:36 PM
Please forward my messages and posts to the Santa Rosa Store (#120) and any of the corporate customer care managers you can. It would great if someone from the ethereal netherworld actually took the time to read and understand why I have in the last two months gone from a regular customer, to an angry but passive customer that would just never go into the store again, to an outright active enemy of BestBuy. I would even (I'll go for it) welcome contact from one of the "never available / always in a meeting / working on improvement / boosting customer experience " mythical, store or customer service managers that I have been trying to get a hold of for two months.
My anger and hatred of Best But starts with the fact that this company not only will not stand behind the customer to help them with defective product, you don't even keep basic commitments to contact the customer when promised. That's just basic good sense. A phone call when promised would be a simple start, or as you guys call the act that never happens "reaching out". Not having people spend hours waiting for someone to pick up a ringing phone would be a good second step. Backing the customer even if it's inconvenient would be a good third step. The time it has taken just to get a solution to this issue is just plain ridiculous. On top of that, to me the customer, the solution sucks but I have no other options.
Best Buy has handled things so completely ineptly with me, I have become willing to voice to anyone my disgust at your poorly operated, customer maddening company. I am more than happy to actively discourage anyone from spending money at Best Buy and have. So far, since the start of my Samsung Dryer / Best Buy Customer Service failure two months ago I have been able to get people I work with to purchase the following items elsewhere:
Two 55in LED Televisions
One 42in LED Television
One 24in Computer Monitor
Two 7.2 Surround Sound Amplifiers
One 5.1 Surround Sound Amp
Several Sets of Speakers
Cords, Cables and Wire
One Blu-Ray Player
One PlayStaton 3
Three Desktop computers
Printer / Scanner
A Cannon Digital SLR
One External Hard Drive
Misc. Computer Components
and get this:
A Washer and Dryer Set
These were just the purchases of the people I work with in one department. Maybe it's not much to the corporate giant of Best Buy, but anything I can possibly do to discourage customers from adding to Best Buy's bottom line I will do. I just tell them about my experience and point them to this forum, that's usually enough to steer people away from doing business with Best Buy. I think there are plenty of other people that this company treated just like me - I don't think they will supporting best buy either.
I would be happy if the management took the time to read about how absolutely irate I am. I would love the chance to speak with management face to face - as I asked a long time ago. I have been nothing but pleasant, understanding and tried even to be constructive so that Best Buy could correct serious issues. But at this point having never been able to speak with anyone in charge even after physically being present at the store three times and getting blown off - I want them to be aware of why I have a seething hatred of anything having to do with Best buy. Maybe there are happy Best buy customers, like I was. Maybe they will learn as I have, how quickly the company has shown itself incompetent when the customer has an issue. I am happy to educate them by sharing my completely unacceptable customer experience. I hope that they move on to support superior retailers, that can demonstrate even the most basic of customer service experiences.
I begrudgingly accepted the model down from my unit and (because I'm out of options) agreed to pay the extra $250 to get this problem solved. I stated to the people in the store politely and clearly that because this was the last best solution offered to me by Best Buy that I would never spend a dollar more with Best Buy again. I told them concisely that because I agreed to a solution that makes me very angry that they would need to handle this expeditiously and maintain communication. I'm still waiting, and there is always some excuse or delay. I asked about talking to the general manager or regional manager and was refused. It was made clear buy Best Buys employees actions that my business is unneeded and not of your concern. Now that this has stretched out even longer, I have moved from passively boycotting Best Buy to actively expressing my anger to discourage others from doing business with you.
Allan to put it bluntly; I don't want you or others out of a job, but I do want Best Buy out of business.
01-25-2012 05:11 PM
I had called corporate customer support on 01/24 for the 30th time and finally was connected to a pleasant customer service agent named LaWanda. I explained the situation once again and gave her the service tag, replacement credit numbers and receipt information. I stated as nicely as possible that I was angry, but wanted to be pleasant to get things accomplished. She stated I had the nicest "Angry Voice" that she had heard to date. She did not understand why I was not issued a like replacement model or why it had taken so long to iron this warranty business out. When I noted the time that this has taken, the fact that I was asked for additional funds for a replacement and that I still did not have a working dryer she was taken back for a minute and apologized.
I explained the lack of contact or actual pertinent information or from the management at the store, and that I was less than happy about the resolution that I had accepted. She put me on hold an stated that she would have all the available information sent to here via email. After about a 10min wait she explained (I had heard this before) that there was a need to research the problem and that there was a lot of information to go through. I asked her for a commitment on timeframe for a return phone call expecting the usual "48 hours to reach out" line. She stated that she would call me back the next day. I asked if she was certain as I had heard this about 30 times - she was, and offered a direct phone extension if she failed to meet the commitment. She also stated that she would try to look up the specifics of the warranty to see where the breakdown lies and why there had been such a catastrophic failure.
Well, today at about 13:00hrs the impossible happened - LaWanda of corporate Best Buy customer Relations called me! An actual return phone call from the same human that I had spoken to a day earlier! LaWanda was actually armed with credible information and did not need to offer any excuses. She explained that my shipment is still due in, and that she was working to see if there could be a straight across replacement. I understood that it may not happen that way so she offered to send the largest amount gift card she was authorized to issue $99, to offset some of the additional cost for the replacement. I explained that she had been the most helpful of any individual that I had spoken with from Best Buy to date and had she been involved from the onset of this issue, I might not have the total hatred of Best Buy that is still burned into my brain. It is unfortunate that customer service folks that are willing to honor a simple commitment and work with the customer are not given a chance to do their best, most of the time promises are never kept and the customer is treated with contempt.
This is the best of a horrific situation so far. Although this in no way changes my attitude toward, and hatred of Best Buy it should be stated that SOMEONE was willing to try to do their job well and practice some basic steps in customer relations and damage control. She made a commitment to me and kept it, she had limitations on what she could do, but did not hesitate because it was inconvenient or difficult. Did she solve my problem? No. Did she do the right thing and communicate with me even if the information was not positive? Yes. Did she try to offset the damage? Yes. Good attempt and it should be noted so that others see it as a positive example in the pages of negatives that I have shared about Best Buys normal procedural failures.
01-26-2012 06:36 PM
So, today 01/26 was the date given that my replacement dryer was supposed to arrive at the store, for the second time, on the second mythical truck (this is the next, next truck). The customer service manager was instructed to call me to make arrangements for delivery to my home when the product arrives. As of 16:30hrs I have received no phone calls, emails or any other information. I can only assume that they have forgotten about it again. So I will make arrangements to spend another hour or so on the phone to corporate to get transferred to an hour of waiting on the store line while they "look stuff up" again. I'll likely get connected two whomever got the task of being in charge that day to the general manager can escape to a customer satisfaction meeting or something. I bet if I do get a call (unlikely) they'll tell me the unit is ready for me to pick up.
I have no idea if I will have to pay the $250 difference in the sale price or not. Funny, that of course it would not work in reverse. If I bought the dryer for $650 then returned it after the sale, they wouldn't credit me $1100. So why, after the product fails under warranty, can I not get the same or equivalent product without paying the difference? No one seems to answer this question very well. The usual response is that it costs more (even though the MSRP is the same), yet no one can tell me why. I suspect it because they format new dryers using the NTFS clothing allocation system rather than FAT32, or the dylithium crystals are more expensive to produce because of rising oil prices. Maybe it's due to a better more precise flux capacitor alignment at the Samsung dryer factory. Maybe it's because they have the Geek Squad forge each dryer part from scratch, by hand, out of hand smelted, multi-fold artisan Japanese Damascus steel. It's sure seems like they've had long enough to do it that way.
Allan? Are you still with me? Can you find out why I don't have a dryer?
01-26-2012 06:52 PM
I am most definitely still with you, and I was going to check on this tomorrow. In light of this post I have once again emailed the management of this store asking them if they received this unit, and if they did to have you contacted as soon as possible to schedule the delivery of this dryer. Once I hear back from them I will post back to this thread.
01-26-2012 08:00 PM
Santa Rosa Store 120 called me at 17:45hrs, my replacement dryer has arrived on the truck from Finland or Mars or wherever they shipped it from. Still at issue: More than a week out to get it to me and I will still pay for the replacement. That sucks. According to the store they are doing me a favor because they cut out their delivery service.... So I should be grateful. Nice.