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Member
Posts: 13
Registered: ‎08-17-2021

Re: Dryer Exchange Approved over a month ago, no one from Best Buy will help me

Hi Andrew,

 

What would be great is to be compensated for my time spent on calls and forums attempting to get my dryer delivered.  At this point I have spent more than 10 hours on calls, and have gotten almost nowhere.  Additionally I took a day off from work today to receive my dryer, only to find out 30 minutes before the delivery window closed that I would not be getting my dryer today.  Guess I'll need to take another day off next week to receive the dryer. 

 

I just got off the call on your 800 number which proved fruitless.  After waiting on hold for 45 minutes I spoke to a manager who was unable to reschedule my appointment for earlier than 8/30 (somehow a timeslot opened online for 8/30 so I locked it in).  The best she could do is put us in for a 10% gift card off our purchase.  Not sure how that is an acceptable solution.  $70 for 10+ hours on calls to coordinate between LG and Best Buy, plus miss two days of work?  Seems a pretty low to me.   

 

This exchange process should be a complete embarassment for your team, but all I get are empty apologies and generic responses on forums.  A good customer service team would go out of their way to make sure that my dryer, which is sitting in a warehouse for the next 5 days would be delivered to my house as soon as possible.  They would actively participate in the case to resolve the issue. 

 

Please explain to me how it is acceptable to have me wait 5 more days, after already waiting 2 months, for a dryer that is located in my city within miles of my house.  Also explain how you value your customers time at less than $7 an hour. 

Posts: 6,255
Topics: 213
Kudos: 452
Solutions: 319
Registered: ‎08-21-2017

Re: Dryer Exchange Approved over a month ago, no one from Best Buy will help me

Hi there, brianharps,

 

Thank you for taking the time to follow up with me. I'm very happy to hear that you were able to have an earlier appointment scheduled and that you were able to speak to a manager during this phone call.

 

In the event that a delivery appointment needs to be rescheduled, we do our best to find the first available appointment possible. Based on your post, it sounds like the manager you spoke to was able to do this for you. 

 

While Best Buy does not provide compensation for time, I'd certainly like to take a look at your order to see if there is anything my team can do to help. I will need to gather a bit more information in order to do so.


Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you.

 

AndrewB|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 13
Registered: ‎08-17-2021

Re: Dryer Exchange Approved over a month ago, no one from Best Buy will help me

Hi Andrew,

 

I will PM you shortly.  Just wanted to clarify, the manager did not help with the apointment.  I booked it online, she did almost nothing other than tell me my delivery was delayed for a different reason than I had already been told.

 

Also want to note that for some reason Best Buy can have a tech come here on Friday to uninstall my dryer, but for some reason they would not be able to install the new dryer.  Seems like a great logistics system that Best Buy uses.  

Member
Posts: 13
Registered: ‎08-17-2021

Re: Dryer Exchange Approved over a month ago, no one from Best Buy will help me

Hey Everyone,

 

Talked with Andrew and everything we worked everything out......oh wait thats not right.  Andrew did try to help me, and to no fault of his own he is not empowered to make any decisions that you as a consumer cant make on the website.  He did try to help me, and is genuinely a nice person, but this company is a black hole.

 

He was able to schedule my uninstall of my dryer on Friday, but not move my install.  I had that ability online as well.  But instead of taking another day off to wait for the tech to not show up and uninstall my dryer I asked that it be scheduled for uninstall on 8/31.  I still have my installation on 8/30, so that should be interesting...maybe they will stack the dryers?  I will keep you posted.  

 

Rather than typing my disertation that I sent to Andrew about how inept his company is, and how he should leverage his patience and other skills at another company, I will just say this:  I would strongly recommend that you do not purchase an LG Washer or Dryer (especially models DLGX4001W and WM4000HWA) from Best Buy.  

 

I will keep you all posted in this saga since I have no faith in Best Buy delivering my dryer on 8/30.  

Member
Posts: 13
Registered: ‎08-17-2021

Re: Dryer Exchange Approved over a month ago, no one from Best Buy will help me

Well today is 8/30, so this thread should be closed right?  Well of course not.  The installer just spent the last hour installing the new dryer and trying to get it to work.  Guess what?  He just left and it's still not working.  Guess my life is back to being on hold with Best Buy trying to return these.  Maybe I can do laundry again by October. 

Posts: 6,255
Topics: 213
Kudos: 452
Solutions: 319
Registered: ‎08-21-2017

Re: Dryer Exchange Approved over a month ago, no one from Best Buy will help me

Good afternoon, brianharps,

 

Thank you for following up with us and providing an update. I'm very glad to hear that we were able to arrive today for this delivery, though I can imagine your disappointment to see that you are encountering issues with this new one.

 

Is there anything I could do to assist you at this time? Based on your latest post it sounds like you may already be in touch with us. Please let me know if I can help!

AndrewB|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 13
Registered: ‎08-17-2021

Re: Dryer Exchange Approved over a month ago, no one from Best Buy will help me

Hi Everyone,

 

Wanted to follow up with this thread.  It's now been weeks on this forum, and with everyone's help I still don't have a working dryer.   

 

I was able to get in touch with the exchange team to swap the LG washer/dryer with a comparable Samsung unit hoping that its just this model that is defective.  I had a delivery scheduled for today between 12 and 7.  To my surprise the delivery happened on time.  So why don't I have a working Samsung in my house right now?  Because the delivery driver picked up a dryer from the warehouse that had been dropped.  The machine was so damaged it could not be installed.

 

So now I am back to square one again.  

 

Andrew,

 

All I want is a working dryer.  That is what you can assist with.  I would like Best Buy to deliver a fully functioning dryer that has not previously dropped off a truck.  Then I would like Best Buy to install the dryer without dropping it off their truck in my driveway, and leave only once they have the unit working in my house. 

 

I will also state that we were told the installers would bring gift cards to account for my time and frustration...guess what!?  We never received anything.  

Posts: 279
Topics: 12
Kudos: 29
Solutions: 11
Registered: ‎02-08-2019

Re: Dryer Exchange Approved over a month ago, no one from Best Buy will help me

Hello, brianharps.


From previous documentation we can see that you have been in contact with a few of our specialists in an effort to obtain a delivery and installation for your laundry appliance. As we can see from your comments, there has been some progress, but we wanted to focus on your concerns regarding the gift card(s) that you mentioned were promised to you.  To do this, we’d ask that you supply us privately with your full name, phone, and email so we can verify and fully access your account.  Please select the blue button just to the right of my signature below to send that information securely.

We look forward to assisting you!

Wesley|Social Media Specialist | Best Buy® Corporate
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