Add Product

Search Results:

Reply
New Member
Posts: 8
Registered: ‎04-13-2017

Unsafe installation

I am concerned my washing machine and dryer are (1) damaged due a deliveryman standing on top of the dryer while trying to lift the washing machine (I have a picture) and (2) unsafe due to the improper installation of the stacking it.  I am very disappointed in Best Buy's installation and customer service.

 

We ordered a washing machine from Bestbuy to replace an identical machine.  During the ordering process we explained that the washing machine was currently stacked underneath a dryer and were told that the current stacking kit could be re-used.  When the first delivery team came, we were told that stacking kits were not re-useable and that we needed to purchase a new stacking kit.  We purchased a new stacking kit and re-scheduled the delivery and installation.

 

When the second delivery team came, the team unstacked the dryer and stood around for 30 minutes before reporting to my wife that they were unable to install the washing machine because they could not lift the washing machine over the dryer.  I was at work and asked that the deliverymen call me to explain the situation.  A "supervisor" from the "warehouse" called me to say that the deliverymen could not install the washing machine because they could not reach a power cable and that the only option was to leave the machine.  She could not explain why the deliverymen could not reach the power cable or why the first installation team who examined everything did not raise this issue.  I told her the option of leaving the new washing machine was unacceptable and asked to speak to someone about returning everything.  

 

My wife then took a picture showing that the deliveryman standing on top of my dryer leaning into the cabinet!  The fix was simple -- remove the cabinet door by taking off approximately 8 screws so the dryer could be moved left and the washing machine accessed directly (instead of standing on top of the dryer).  After my wife suggested this simple solution, the deliverymen then made my wife go find our tools and then made her remove the doors -- purportedly due to liability.  

 

When it came time to actually install the machines, the delivery team reported they could not install the new stacking kit.  I told my wife not to let the deliverymen leave while I called BestBuy because stacking a dryer on top of the washing machine without a properly installed stacking kit is a safety hazard (especially with two young children in the home).  As I was on hold, my wife reported that the deliverymen were installing the stacking kit so I hung up.  On their way out, the deliverymen told my wife that they had not install the stacking kit properly and that they "did the best we could".  What?!?  

 

I immediately called Best Buy.  I was transferred to the "warehouse" and spoke with a "case manager" who informed me that the delivery was "in transit" in the system and there was nothing he could do at the moment and that someone would call me the next day.  

 

Later that afternoon, thinking about the deliveryman standing on top of my dryer and the incorrect installation of the stacking kit caused me to wonder (1) were my washing machine and dryer damaged during the installation, and (2) are the machines going to topple over?  I called customer service and reached a sympathetic agent who said she would contact the warehouse and get it straightened out and that someone would call me.

 

It has been nearly a week -- no one called me.  

 

I called customer service again tonight but the only solution offered was to have someone come out to check the installation.  I'm not sure another visit by the outfit that installed the machines will satisfy the two concerns identified above.  If something happens to the dryer in a year -- how do I know it is not due to the deliveryman standing on it while trying to lift out the washing machine?  If something happens to the washing machine in a year -- how do I know it is not due to the improper installation of the stacking it?  

 

 Count me a very dissatisfied customer.

 

Posts: 8,082
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Unsafe installation

Hey bb175,

 

After not being able to complete the stacking of these units on the initial delivery, I can see why you would be concerned that this service might not have been done correctly the second time; given it is claimed this install team implied they might not have done it correctly I can of course understand your concerns. I am honestly sorry this has been your experience with us.

 

If the install team did damage the units they should have insurance to cover the damage, but we would most likely need to verify the damage by uninstalling the units. In addition if the install team denies damaging the units it would be ultimately up to an insurance adjuster to determine if they approve your claim or not.

 

I do see you are now scheduled to have a technician look at the units to make sure they are installed correctly on 4/21/2017. If they determine the washer and dryer are stacked correctly then we of course have to go with their expert advice. If on the other hand this technician determines the units aren't stacked correctly we should be redoing the service. I will check on this on Monday 4/24/2017.

 

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!
New Member
Posts: 8
Registered: ‎04-13-2017

Re: Unsafe installation

Hi Allan,

 

For the 4/21/17 visit:

 

1) How can I get the certificate of insurance?  (My building requires all workman to provide a certificate of insurance a few days in advance of the appointment).

 

2) Can you verify that the installation team coming is a different team from the prior two visits?

 

3) Will the team visting on 4/21/17 be bringing a new stacking kit?  The first team said that stacking kits are not reusable so if there is an installation problem, I'd like the team visiting on 4/21/17 to be able to fix the installation of the stacking kit without needing to take additional time off for another visit.

 

4) Will the team visting on 4/21/17 be checking the dryer and washing machines to see if any damage was done by the prior team?  Will they be examining the inside of the machines?  Will there be a written report?

 

Also, in your response you mentioned an insurance adjuster -- will you elaborate on the process and what insurance company has been assigned?

 

Thank you.

Posts: 8,082
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Unsafe installation

Hey bb175,

 

Thanks for being clear as to what you need from us. I'll try to answer your questions one by one.

 

I should be able to get you a copy of our COI, and if you want me to send you it send me a private message with the best email address for me to have it sent to.

 

Since the routes are determined the night before there would be no way to say if the install team will be the same one or a different team.

 

I do not see that the team coming out on 4/21/2017 will have a stacking kit with them. I show they are merely coming out to confirm whether or not the stacking of these units were done correctly.

 

The team coming out on 4/21/2017 can examine the units for damage if you request them to, but if they determine the units were stacked correctly they will not be unstacking them to look for damage. They probably give some kind of paperwork when they are done, but to be honest with you I'm not entirely sure.

 

An insurance adjuster would only get involved if they do find damage and you make a claim that this damage was caused by the actions of this installation team when they stacked the units. I can get you information as to how to file this claim if the team coming out on 4/21/2017 does find damage and you believe this damage was caused by the actions of the initial installation team. Once again I will check on this on Monday 4/24/2017.

 

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!
New Member
Posts: 8
Registered: ‎04-13-2017

Re: Unsafe installation

Hi Allan,

 

I messaged you information about the COI. 

 

Who assigns the installation teams?  Why can't the assignor / supervisor ensure that we get a different team?  Obviously, having the same team come defeats the purpose of this visit.  

 

Each time an installation team comes, one of us has to take time off of work to wait for the workmen -- if there is an issue with the installation of the stacking kit and the team does not have the equipment with them to fix the issue, then we will need to take yet more time off work (not to mention another team will need to come out on yet another visit).  What prevents Bestbuy from providing the team with the tools they may need to fix the problem?

 

Concerning the machine damage, how will the installation team determine the damage (e.g. due to a workman standing on top of the dryer while trying to lift a washing machine) if they only look at the stacking kit?  

 

Thanks.

Posts: 8,082
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Unsafe installation

Hey bb175,

 

If your home is located on this this team’s route we would not send a team from a different route to your home due to logistical reasons.

 

I have emailed the appliance delivery manager for your area asking them if they can have this team come out with a new stacking kit in case they need it. I did get your private message and I have also asked this manager for a COI to be provided to you with the specific information you provided me.  I will post back once I hear back on this.

 

I need to be very clear on this last point. Any team we send out to your home will not unstack the units, to check for damage, if they determine the units are stacked correctly. There is just no getting around this. 

 

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!
New Member
Posts: 8
Registered: ‎04-13-2017

Re: Unsafe installation

Hi Allan,

 

Concerning the installation team --  our home is served by more than one team. The first team that came (and said we needed to order a new stacking kit) was different than the second team (which improperly performed the install).

 

I looked at the stacking kit yesterday and it is clear the stacking kit is not connected to the dryer.  I will private message you a photograph.  The installation team that comes must be prepared to properly fix / correctly install the stacking kit.

 

Please clearify your last point -- are you staying there is no possibility the dryer was damaged by the workman standing on top of it while trying to lift the washing machine (I will privately message you a picture)?  Is it Bestbuy's position that if the stacking kit was screwed in correctly that there is no possibility the dryer or washer were damaged in the installation process?

 

 

Posts: 8,082
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Unsafe installation

Hey  bb175,

 

Thanks for the additional details and for sending me the photos via private message. Once I hear back from this manager I will post back to this thread. As far as my last point in my previous post goes I was merely stating that if we determine the unit was stacked correctly we would not unstack the units to see if there is damage between the two units.

 

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!
New Member
Posts: 8
Registered: ‎04-13-2017

Re: Unsafe installation

Hi Allan,

 

I wanted to follow up on the COI.  Any chance I can get it this morning?  My building is pretty strict and I don't want to have to reschedule the visit due to a late COI.

 

What is BestBuy's plan to determine whether the dryer / washer was damaged during the install?

 

Thanks.

Posts: 8,082
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Unsafe installation

Hey bb175,

 

I have reached back out to this delivery manager today asking them if they can provide you this COI today, but I have not heard back from them. It's possible they will email you the COI without telling me so let me know if you get it. I'll definitely let you know when I hear back on this.

 

I am not the delivery/install team so I would not be able to speak to what their plan is to determine if the unit(s) was damaged. I assume they will visually inspect the unit(s) and if they don't see any damage they will determine the units are damaged.

 

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!