Best Buy Repair Support

[egcola]

Hello,

I'm looking for an email address to compose a message as a complaint for the customer service I just received via phone call and also to see if there's an easier method for rectifying an issue I faced earlier today.

Please advise.

Thanks,
Eric

[jdogg836]

While there is no direct person to email, this forum is intended to connect you with the Social Media Team that works at corporate. They have the ability to record your concerns and get them in front of the appropriate team for resolution. You are welcome to post it here, or you may wait for one of them to reply and handle it with them via private messages.

[Luke-BBY Retired: Social Media Specialist]

Hey Eric,

Welcome to the forums and thanks for the post! @jdogg836 is spot on with his recommendations. While we don’t currently have a customer service team reachable via email, I would be happy to assist in any way I can right here on the forums. Feel free to provide some more details here or send me a private message. 

Best,
 

[samvit]

My Order # is {removed per forum guidelines}. Here is my tale of shoddy service for my LG washer, after many phone hours and complaints, without even an appointment for service after more than a week:

• My wife and I bought a high end LG washer and dryer from Best Buy, San Rafael CA in February 2019 and alsopurchased an extended warranty. On June 23, 2019, the Washer  began leaking a lot of water from the bottom so that we couldn’t use it.

• The next business day – Monday, June 24 – I called customer care at 888-237-8289 (or866-258-7379) and was on hold for 25 minutes / Finally got Agent Bob.  He tried but could not find an available service person for my area, Greenbrae, CA / The problem apparently was because I had an LG / So he referred me to Best Buy “Special Forces” /Again, on hold for 20-25 minutes / Another Agent – a female, after 10 minutes of trying,  - told me that someone would call me with an appointment because Geek Squad could not handle my problem / Later that day I received an e-mail from Best Buy “cancelling” my apt (which was never made)

• That same day – Monday -I called  Customer Care again because my non existent apt had been cancelled/ on hold again for some time / Finally, get another agent (male) who was very apologetic and after some time told me that Geek squad or Best Buy Special Forces could not address my problem and that I had to go to the manufacturer, LG, for some reason / I asked to speak to a manager but he told me, after some time on hold, that no one was available and that I had to call Special Forces (which he had originally said couldn’t handle it) / I refused without having Agent ? connect me directly with Special forces / He then again put me on hold and after a few minutes came back on to tell me that Special Forces had agreed to contact a service provider and that I would be contacted with the appointment information (WOW)

• The next day Tuesday, someone (Mark?) from Best Buy called and told me that Electric Express Appliances, a local company,would be calling me to make an appointment / I was exhausted but relieved/ He said it might be 24-48 hours before they contacted me / he gave me the Special Forces # at 8776-659-5071 and my order # as {removed per forum guidelines}

• Now it’s Thursday, June 27 and I still haven’t heard from Electric Express / So I call them / After bouncing around, I’m told that they received a work order from Best Buy but that they don’t service LG in my area / I then call Special Forces / on hold for a long time / So I call Customer Care and get Agent KK / she’s very helpful and even contacts Electric Express but after 10 or so minutes again tells me that Electric Express won’t handle my problem but assured me that special forces would call me with an apt / I told her that I wanted to complain and she took a formal complaint over the phone and told me that a supervisor would be calling me

• It’s now Monday July 1 / no call from special forces and no contact from a supervisor and, of course, still no apt to fix my washer/ Never have I experienced such terrible service / On the phone for several hours / refused permission to make a complaint / finally made a complaint but have not heard anything / and, of course, again, still no apt to fix our unuseable washer / What a waste of $ for the appliance and for an extended warranty / I will be sending this letter to LG because they should be aware that you are not servicing their units

[Sarah-BBY Social Media Specialist]

Hello, samvit,

Thank you for sharing your experience, although I do understand how it can be when an appliance is not working as intended. Laundry never seems to stop in my house, and that seems to be the same for many families. I can imagine you would want to have this resolved as quickly as possible. A leaking washer is certainly not ideal, and I would expect making an appointment for a service call would be a relatively simple process. I’m sorry that does not seem to have been the case for you. Our team would be happy to look further into this concern, to determine what actions have been taken thus far, and where we can go from here.

At your convenience, please send a private message with your full name, email address, and telephone number. Be sure to send this in a private message, by clicking the blue box next to my name below.

Kind regards,

[Irr]

I’m looking for an email also. I’ve been redirected three times and am still on hold after 47 minutes with customer service!