Manufacturer Warranties and Protection Plans

[shaegee]

I called to request a sercive repair on my washing machine on Nov 6, 2008 and it was scheduled for Nov 10th. I called back the same day and asked for it to be changed to Nov. 11th and was told someone would call between 7-9am to let me know what time they would come to my house. No one ever called. I called the local service center and was told they did not have me scheduled and they had not received the work order from Best Buy. I called Best Buy back and explained the situation and was told the local service center would call me back. The local service center called back and scheduled for Nov 20th but then called me back to say they had a cancellation for the 18th.

On Nov 18th a man came out and worked on my washing machine and told me he had to order a part and it would be in within the next week to 2 weeks. After two weeks, I had not heard anything so I called the local service center and was told the part was on back order and would be in next week. I called each week and was told each time the part was on back order and would be in the next week. I had also called Best Buy and asked for a replacement based on the 'Lemon Policy' becasue this was the 4th service request for my washing machine and I was told it would be researched and someone would call me back within a week but no one eve called me back regarding the replacement.

Finally on Dec. 17, I was told by the local service center that the part would be in on Dec.18th and was scheduled for Dec 23rd to complete the repair. No one ever came out to my house or called. I called the local service center and was told I was not scheduled because the part was never order because Best Buy had never authourized the part to be ordered. I called Best Buy and was told the authorization was faxed to the local service center in Nov. and they (Best Buy) would contact the service center to get it resolved.

Someone from Best Buy customer service called my 2 different times to check my satisfaction with the repair and explained both times the situation and was told it would be taken care ot. Every time I call Best Buy or the local service center, I get the run-around, one blaming the other. No one wants to take responsibility. I've been promised by 3 or 4 different supervisors from Best Buy that they would take care of the situation.

Today is March 13th and I spoke with yet another supervisor who promised the situation would be taken care of and that another replacement request was submitted and I should hear something back by March 18th at 5pm.

I don't know what else to do if this is still not resolved.

[Elizabeth-BBY Community Supervisor]

Hi shaegee,

I've asked Dorothy, one of our Community Connectors, to assist you with your concern.  You should be hearing from her shortly.

Thanks for your continued patience,

[Dorothy-BBY Community Supervisor]

Good afternoon shaegee -

Thank you for coming to the forums to share your story, and giving us the opportunity to assist in this tough issue.  As a family of 5, being without a washing machine for even a week would be agonizing!  To be without one since November, is unthinkable to me!

I definitely want to assist you with this situation, so please keep an eye on your private messages for further communication.  You can check your private messages by first ensuring you are logged into the forums, then click the envelope in the upper right hand corner. 

I look forward to hearing from you. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate