Manufacturer Warranties and Protection Plans

[tramsey2111]

I began my saga today at 8:00 am today.  Here's my story:  In June 2006 I bought LG Washer and Dryer, paid for delivery and installation.  The installation of the gas dryer was done incorrectly by Best Buy technicians and my local gas company (who found a gas leak), informed me of the faulty installation and then disconnected my dryer, telling me that I must contact Best Buy and have them reinstall it correctly. I've been on the phone since 8:00 am and have talked to no less than 10 different people trying to get someone to come out to correct the faulty installation sooner than December 16th.

The only person who has proven to be of any help is Mike Bratsch in Corporate Customer Relations. I spoke to him at length, explained the problem, and we tried valiantly to get someone locally to come out to fix the problem sooner than 12/16.  In utter frustration after two hours, we both gave up and Mike recommended that I call a local plumber to reinstall the dryer correctly and he will send me a check to cover the cost of the reinstallation.  Mike gave me his personal extension and told me to call back when the work was completed.  Well, that wasn't easy, because I called back and had to wait on hold for 10 minutes to speak to an agent that could transfer me to Mike's extension.  Of course, I got his vmail and had to leave a message. 

Here's the rub for me:  Of all the people I spoke to at Best Buy, not one could tell me the name of the VP of Customer Service.  Out of all the people I escalated this issue to, not one, except Mike, took any initiative or had any authority to solve the problem.  The escalation process is meant to put hurdles in front of the customer instead of to resolve the problem for the customer.  The people closest to the customer are not empowered to solve anything.  

So, it's two things I'm looking for:

Mike Bratsch please call me back after you check your vmail

and

does anyone know the name of the VP of Customer Service, as I would like very much to offer some feedback regarding the deplorable processes that have been implemented to frustrate both customers and employees.

Thanks,

[Dorothy-BBY Community Supervisor]

Hey tramsey2111 –

I would like to apologize for the experience you have described concerning your recent attempt to get your gas dryer situation rectified. I was pleased to hear that Mike was able to provide a solution that would allow you to have your dryer up and running faster than originally quoted.

After conferring with Mike today, it is my understanding that you have now had the opportunity to speak with him again regarding this situation. Please know that your concerns have been both documented and forwarded to the appropriate management teams to ensure that improvement opportunities are identified and addressed accordingly. If you need any further assistance please do not hesitate to contact me either via private message on this Forum, or by email at online.communities@bestbuy.com, referencing Case# 55085411. .

Thanks for posting your concern on our Forum!

Regards,

Dorothy
Community Connector
Best Buy® Corporate

[henrybanks]

This astounds me that you were able to get Best Buy to compensate you for a botched installation job!  Unfortunately I was dictated by Best Buy that despite the Best Buy Guarantee on service, I had no recourse other than to have Best Buy perform the re-installation of the original installation they messed up for me.  In light of your success, Somehow Best Buy has made me feel even more of a loser.

Sympathetically,
Henry B.

[tramsey2111 · Accepted solution]

Dear Henry,

I must admit, I have an advantage on the average guy....I've worked in Customer Service for over 30 years.  I've worked for some of the biggest software vendors in the world  and responsible for providing outstanding customer service to some of the biggest companies and goverments around the world.  In other words, I do know that professionalism and persistence pay off when you want a problem fixed and how to get that done.  

I'm convinced that the people who work in corporate Best Buy really want to help and might share some of the frustration that customer's experience with Best Buy's service "contractor's" in the field (ie.  installation and repairs).  There are ways to get contractor's to take ownership and be accountable for providing outstanding service.  That's why I wanted (and still don't have) the name of the VP of Customer Service to provide some useful feedback.  I personally like Best Buy for their deals and where they are located, etc.  It's the customer service end of the things that I think needs work so that a good customer experience is easier to achieve.

I'm sorry for your experience but thank you for leaving me the posting.  I don't think you're a loser....just an average customer that got tired of fighting and didn't know how to get to a resolution.  Which is my point exactly, it really shouldn't be that hard.