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Member
Posts: 14
Registered: ‎08-01-2017

BROKEN APPLIANCE ON DELIVERY STILL HAVE TO PAY FOR IT

I have made 5 phone calls to best buy in regards to the delivery of a broken appliance. They are still making me pay for a broken appliance in my home that does not work, and cannot get a new one for 26 yes TWENTY SIX DAYS... have offered no compensation NOTHING. Does anyone know is it illegal to charge for a broken appliance??? Or how often this happens, this is not the customer service I was expecting.. 

Posts: 4,676
Topics: 248
Kudos: 213
Blog Posts: 11
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Registered: ‎01-21-2014

Re: BROKEN APPLIANCE ON DELIVERY STILL HAVE TO PAY FOR IT

[ Edited ]

Hi there, wantingapplianc,

 

While I wish it weren’t due to such unfortunate circumstances, welcome to the forum. I certainly wouldn’t be happy if my new appliance didn’t work upon arrival, so I’m sorry to hear we’ve been less than helpful when calling us for assistance. 26 days does seem like a long time to wait for a replacement appliance, so I’m glad you gave us a second chance to see what options we may have available to help.

 

Upon review of your delivery order using the information available to me through your forum profile, I see that this about your fridge that we delivered on 7/28. Regrettably, this particular model is currently on backorder with the manufacturer, which is why we wouldn’t be able to exchange your fridge as quickly as we ordinarily would like to. While you may certainly choose to wait, please know you can always visit your local store to see if we may have a comparable model readily in stock for an exchange or we can process an outright return while your appliance is under its Return and Exchange Promise by calling 1-800-GeekSquad to speak with our Geek Squad Customer Care team. I truly apologize for any frustration this may cause.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 14
Registered: ‎08-01-2017

Re: BROKEN APPLIANCE ON DELIVERY STILL HAVE TO PAY FOR IT

THIS IS TURNING OUT WORSE THAN I THOUGHT... broken appliance upon delivery,still have to pay for it even though not operable. I would not think you could charge for a broken appliance until you deliver a working one,  customer service nightmare. who would ever keep a broken appliance and have it repaired day one. spent total 4 hours on phone talking to people who can only give robot answers... corporate person carol tole me SENIOR Technician coming today to repair my brand new appliance that is leaking on my floor of my home and my water had to be turned off....WHAT.. Dont worry you can call LG and ask them what they are going to do about a broken new appliance, and you can call the insurance company in regards to damage to your floor. NIGHTMARE OF A PURCHASE.

Posts: 4,676
Topics: 248
Kudos: 213
Blog Posts: 11
Solutions: 225
Registered: ‎01-21-2014

Re: BROKEN APPLIANCE ON DELIVERY STILL HAVE TO PAY FOR IT

Hello wantingapplianc,

 

I realize this situation is far from ideal, particularly as I understand you are still waiting for an exchange and we provided you the necessary information to file a claim through our insurance company, Sedgwick, regarding some floor damage that reportedly occurred. I can only imagine how incredibly frustrating this must be, and I’m so sorry things haven’t progressed as quickly as we hoped.

 

According to our system, I’m seeing that Carol did set up an appointment for an exchange on your behalf. I apologize if we incorrectly advised you this was for yesterday though, as her notes indicate she scheduled you for 8/14 (8am to 12pm). With that said, I don’t anticipate any further issues from here; however, please know I’ll be keeping a close eye on your case. If anything should change, I’ll be sure to reach out to you.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 14
Registered: ‎08-01-2017

Re: BROKEN APPLIANCE ON DELIVERY

It is amazing how many people are having a bad experience with best buy delivery installation damage etc.  look around at the forum and the ROBOTIC responses. My fridge was delivered on 7/28 sort of. Water was leaking all over the place somehow after they left, I was on vacation and my pet sitter called them. they told him to shut off the water. Um that is not the answer. I was then told a senior technician was coming to my home to figure out what was wrong with BRAND NEW refirgerator for him to repair it. He never showed up on monday they made a mistake he is coming tomorrow, cannot wait to see how this disaster turns out, nobody had any idea there was a problem with the fridge. threw out 300 dollars worth of stuff so far. NEVER AGAIN it turns out it was not the best buy. It is costing me 300 dollars more in bad grocery/condiments and eating out. never mind the aggravation of having to spend HOURS on the phone, and waiting HOURS for repair and installation. A smaller company would have been held more accountable. With this company nobody takes responsiblility you get robot answers on the forum, you can't talk to anyone who will give you a reasonable answer just a whole lot of I am so sorry this has happened to you. Even the corporate people don't have reasonable answers for you. feel like I am at a psychiatrists office where do they get these resoponses.

Posts: 4,676
Topics: 248
Kudos: 213
Blog Posts: 11
Solutions: 225
Registered: ‎01-21-2014

Re: BROKEN APPLIANCE ON DELIVERY

Hello again, wantingapplianc,

 

I hope you are doing well today. As promised, I’ve been keeping a watchful eye on your appointment scheduled for today, and I see that our delivery team has acknowledged it in our system. I don’t anticipate any issues with your exchange, but please feel free to let us know how things go.

 

Thanks for your patience,

Alexandra|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 14
Registered: ‎08-01-2017

Re: BROKEN APPLIANCE ON DELIVERY

Still problems, the ice maker never installed, the tubing that I paid 40. dollars for in the fridge never opend and certainly never connected, the copper connector from my old fridge was just jammed into the new one, that is why it started to leak all over floor, according to technician, the connection was broken by the other installation crew. So since I was not there a pet sitter was there, they just jammed it into the back, never had paper work for anyone to sign. They left tools and someone elses confidential paper at my home and left as if the job was done. Then my pet sitter called them to say the fridge you just installed is leaking and you left your tools and paperwork here, and Now I have to wait for a plumber to fix the connection for my ice maker that they ruined. My guess since I was not here, they just ripped the connection out of the old fridge and jammed it into the new fridge.. JOB ALL DONE SEE YA.  So not all set, cancelled the exchange since the fridge is good, it is the ice connection in my home they ruined. Got a call for an exchange for the 26th as if still nobody knows what the hell is going on. Have not gotten the phone call I was promised to tell me we are getting a plumber out there asap...

Posts: 4,676
Topics: 248
Kudos: 213
Blog Posts: 11
Solutions: 225
Registered: ‎01-21-2014

Re: BROKEN APPLIANCE ON DELIVERY

Good morning, wantingapplianc,

 

I'm so sorry to hear things have failed so abysmally, particularly if you're still having some major problems with your appliance since service last week. I don’t want this to be causing you so much frustration, so please know I’ve sent you a private message to discuss this matter further. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Thanks for posting,

Alexandra|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 14
Registered: ‎08-01-2017

APPLIANCE INSTALLATION NIGHTMARE

So now I have to file a claim with the insurance company for the copper water piping that was ruined, one month still HAVE NO working water or ice machine, even though i paid off the appliance, still no service.  just lip service. ridiculous not one person is really helping just sending ridiculous emails. i do not think that I should have to fill out a claim to get a plumber here to fix the pipe that they ruined that cannot be properly connected to my ice connection JUST RIDICULOUS. 

Posts: 4,676
Topics: 248
Kudos: 213
Blog Posts: 11
Solutions: 225
Registered: ‎01-21-2014

Re: APPLIANCE INSTALLATION NIGHTMARE

Hello again, wantingapplianc,

 

I realize this whole situation is less than ideal; however, we would need you to file a claim with our insurance company, Sedgwick, for further assistance if we damaged your piping during the installation. I truly apologize for any frustration this may cause, particularly as I understand this has been ongoing for some time.

 

To reach Sedgwick, please call the number I previously provided in my last private message to you.

 

Respectfully,

Alexandra|Social Media Specialist | Best Buy® Corporate
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