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Member
Posts: 19
Registered: ‎07-12-2017

Re: Installation Failure -- No communcation

When I ordered the unit on July 7, the Best Buy system showed it would be at the Castleton location on the 12th or at Brickyard on the 13th. I selected Castleton and the 12th.

 

If the unit is in Chicago, then it only further confirms how much Best Buy has fouled the execution of the order or website info is not right. Neither is good.

 

We haven't even gotten to the point that I spent Wednesday morning waiting for Best Buy to deliver and install and then spent Wednesday afternoon trying to find out what went wrong and how it gets resolved -- wit the new scheduling posted until 915 Eastern -- so Best Buy got 12 hours from me on Wednesday.

 

I have remained engaged today awaiting any response from Best Buy.

 

Tomorrow, Best Buy wants my entire afternoon. And, then Best Buy wants my entire Saturday morning.

 

Great, great customer service.

Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Installation Failure -- No communcation

Hey pjtraub221,

 

I checked on your work order today, and I show the delivery was completed on Friday 7/14/2017, but I can't tell if the installation was completed on Saturday 7/15/2017. Was this install completed now?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 19
Registered: ‎07-12-2017

Re: Installation Failure -- No communcation

1) XPO actually delivered the dishwasher 15 minutes early on Friday. They were hard-working, pleasant and perfect representatives of XPO.

2) The XPO installer arrived on time Saturday. However, he immediately and professionally explained that the Bosch unit could not be installed because it has a "closed bottom" for sound-proofing purposes. Because of the closed bottom, the unit could not be installed where the current Jenn-Air is installed. He recommended that a Kitchen-AIde could be installed because Kitchen-Aides have "open bottoms."

3) An installer from Lowe's has also confirmed this manufacturing difference. It is evidently Bosch/LG/Samsung cannot but Kitchen Aide can. Evidently this is well-known in the installer community.

4) I arranged this morning to purchase a Kitchen Aide from Best Buy, which, according to the telephone discussion, would be delivered on the 20th, the Bosch would be picked up, and an installer would come on the 21st. (I would really like to have the same XPO installer.)

5) HOWEVER, the order now shows the Bosch will be picked up on the 20th and the Kitchen Aide delayed to the 21st for delivery -- even though the website showed this morning it could be delivered "as soon as 7/19/2017."

6) I am now working with "Tyrone" in either a Best Buy warehouse or an XPO warehouse to change the Kitchen Aide delivery back to the promised 20th delivery date. Tyrone has promised a call by the end of the day.

 

Member
Posts: 19
Registered: ‎07-12-2017

Re: Installation Failure -- No communcation

As promised, Tyrone -- he works in the "Geek Squad" -- has called back. He has determined that Best Buy is coming on the 20th to pick up the installation kit ONLY. The Bosch is not scheduled for pick-up on the 20th, but Best Buy has scheduled a truck to come and pick up the one-pound installation kit.

 

Can this be any more screwed up?

 

Tyrone said he continues to work to get the Kitchen Aide delievered on the 20th. He promised to call again.

 

I have some faith in Tyrone, but absolutely no faith in the rest of the Best Buy operation.

 

And, why was my purchase assigned to some store in Joplin, Missouri, when I am in Indianapolis and made the purchase through customer service?

 

 

Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Installation Failure -- No communcation

Hi pjtraub221,

 

After looking at your new work order it does look like we are scheduled to pick up the install kit on Thursday 7/20/2017, pick up the Bosch dishwasher on Friday 7/21/2017, and deliver/install the new dishwasher on Friday 7/21/2017. Let me know what Tyrone gets worked out for you.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Member
Posts: 19
Registered: ‎07-12-2017

Re: Installation Failure -- No communcation

Tyrone was not able to work out anything. He does keep his word about calling back.

 

I believe he was able to cancel the Best Buy scheduled pickup of the installation kit on the 20th -- which actually needs to stay to be used with the Kitchen Aid, but then since it was supposed to stay, Best Buy in its competence scheduled it for pickup.

 

Tyrone did say that XPO will attempt to move both delivery, pickup and installation to the 20th, but his description had no confidence.

 

So, although the website said the new dishwasher could be delivered as soon as the 19th, and the Best Buy order operator promised it would be delivered on the 20th, Best Buy has scheduled delivery for the 21st. And, since Best Buy apparently cannot or will not repair its errors, Best Buy now dumps all of this on its sub=contractor XPO.

 

So. Allan, I appreciate your ability to write back to me what I write to you from what I see on the Best Buy order page, but I have no sense that you have actually done anything to resolve this madness. At least Tyrone tried and Tyrone kept his word about calling back.

Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Installation Failure -- No communcation

Hi pjtraub,

 

I have forwarded this onto our Geek Squad Customer Care team asking them if we can get this entire service scheduled for this coming Thursday 7/20/2017. You should hear from a case manager of this team soon.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 19
Registered: ‎07-12-2017

Re: Installation Failure -- No communcation

Dear Allan,

 

As you have expressed an interest in writing back to me about what I post from the Best Buy website and you have yet to offer any new information (except you are not in the Chicago warehouse), I believe your last message indicated that you were not able to do anything but that someone else would be in contact "soon."

 

It has been 24 hours and no one has been in contact.

 

I suggest that not only can you do nothing more than write empathic, fill-in-the-blank responses drafted by some outside consultant, you are not able to even have your own company or any fellow employee support your "I feel your pain" efforts.

 

Statiscally, you have produced solutions in 4.1 percent of your postings and received "kudos" for your resolutions in 3.8 percent of your postings.

 

At some point, doesn't anyone at Best Buy wish to excel? How much of your margin have your absolutely wasted on this transaction?

 

And, I suspect you have wasted all of your margin. isn't it in the best interests of your shareholders to simply accomplish what you have promised and have me go away?

 

There is still a Board of Directors to approach. Tyrone is the ONLY Best Buy employee to do what he said he would do.

 

 

Member
Posts: 19
Registered: ‎07-12-2017

Re: Delivery Issues with No Current Fix

Read thru these responses...Allan writes only what we can see posted on orders...nothing gets improved or fixed.

Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Installation Failure -- No communcation

Hey pjtraub221,

 

I actually work at our Corporate Headquarters in Richfield, MN. I can promise you no one other than myself are drafting my responses to you. It is correct that I am not able to directly assist with this type of concern, as I do not have the tools needed to assist in these types of matters. That is why I forwarded your concern onto our Geek Squad Customer Care team where a case manager named Paris was assigned to your case. I then see they got the entire return and exchange of this dishwasher scheduled for Thursday 7/20/2017 between 12pm-4pm. I would have no idea why this case manager did not contact you as I do not work on that team; if you want me to request they call you let me know and I will put that request in. I will check on this work order on Friday 7/21/2017.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!