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New Member
Posts: 3
Registered: ‎03-28-2017

gas stove leaks gas, customer service can't remove it from the house

I had a gas stove delivered on 3/23 and professionally installed by Best Buy. My husband smelled gas the next day and we had to shut it off. Installation company determined that this is a problem with the stove and sent us back to Best Buy customer support to get a replacement. I have been 5 days without means to make food for 3 people and a small baby in the house. We spoke to numerous case managers that say they can't replace the stove until April 4th (12 days after original delivery of a leaky stove). And customer service can't arrange for a removal of bad stove from my house until April 1st, so I can't get a stove elsewhere. 

I had a working stove that I PAID Best Buy to remove, I can't get that back either. 

Apart from leaving me wtih a gas leak in the house, I am forced by Best Buy to live without a stove for at least 12 days, no other solutions were offered. Case managers keep promising to call back in an hour, which end up being more than 2.5hrs every time and then they leave at 4:30 for the day and 0 progress is being made.

I have offered to find a service myself to bring a defective stove to the store and get reimbursed later, but I was not allowed to do that and was told that I'll be liable for the damaged stove.

Case managers say they have done all they could and there is no one else who can help.

I hope I can get help here, I didn't think I was asking for special treatment: either please remove a damaged unit from my house so that I can get a working one tonight from home depot and feed my family, or provide a temporary replacement until the exact replacement arrives, or return my original stove. Or ANY solution that makes my house inhabitable again and does not pose an explosion risk.

Posts: 8,340
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Registered: ‎09-29-2008

Re: gas stove leaks gas, customer service can't remove it from the house

[ Edited ]

Hey khrystyna,

 

Any family would have a difficult time being without their stove for this long, and I am honestly sorry this has been your experience with us. It looks like you did speak to your case manager yesterday and you requested the defective stove be outright returned. I show they scheduled you for the soonest available appointment to uninstall this stove on 4/5/2017 between 8AM and 12PM. I will check on this on Thursday 4/6/32017. If you have any specific requests for me please let me know.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-28-2017

Re: gas stove leaks gas, customer service can't remove it from the house

This means that I'm forced by Best Buy to live in a house without means to make meals for 14 days. The defective gas stove is taking up the spot and a gas line. I have been talking to various case managers daily since 3/25. I can't get Best Buy to agree to any kind of solution, I have offered to find a service to take a defective unit back to a local store. Case manager refused that option and said I have to wait for Best Buy. So far no one has been helpful and dates keep getting only pushed out.

Posts: 8,340
Topics: 83
Kudos: 335
Blog Posts: 47
Solutions: 336
Registered: ‎09-29-2008

Re: gas stove leaks gas, customer service can't remove it from the house

[ Edited ]

Hey khrystyna,

 

I truly do hear where you are coming from on this, and I'm not sure why we have not be able to get this resolved for you. It sounds like the resolution you are seeking is to get this stove uninstalled and returned sooner than 4/5/2017, but your case manager has advised you there is no sooner appointment than 4/5/2017.

 

I have to believe that your case manager is telling you the truth, and if the soonest available appointment is 4/5/2017 then the soonest we could uninstall and return this unit would be 4/5/2017. If you do want to request a sooner appointment you should contact your case manager as they would be the best person to handle such a request. If you need anything else please let me know.

 

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!
Posts: 8,340
Topics: 83
Kudos: 335
Blog Posts: 47
Solutions: 336
Registered: ‎09-29-2008

Re: gas stove leaks gas, customer service can't remove it from the house

[ Edited ]

Hey khrystyna,

 

I did look at your work order today and to be honest I can tell if we completed this work order yesterday or not. Has this now been taken care of?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-28-2017

Re: gas stove leaks gas, customer service can't remove it from the house

The leaky stove is still in my house, it has been 2 weeks today. My credit card bill is due, but I have not been refunded. No one has ever explained why paid professional isntallation by best buy left my house with a gas leak.

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Posts: 8,340
Topics: 83
Kudos: 335
Blog Posts: 47
Solutions: 336
Registered: ‎09-29-2008

Re: gas stove leaks gas, customer service can't remove it from the house

[ Edited ]

Hey khrystyna,

 

This is really disappointing to hear. I have to assume the installers were not aware of the gas leak when they were at your home so it would be impossible to explain why they left when the unit leaked gas; they left because they believed everything was working as it should.

 

Your credit card will only be refunded once the defective unit is back in our possession. I have forwarded your concern onto the Appliance Support Team who would be much better equipped to get this resolved 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!