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Member
Posts: 13
Registered: ‎08-17-2021

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

After hours on hold over the last month, and countless transfers to every different department, I was just hung up on again by your service team. After purchasing a LG dryer from you on 6/6, it quickly broke. LG came out to attempt to repair it, but decided it needed to be exchanged. They contacted the Best Buy Pro-Desk on 7/16 to approve the exchange. Since then I have been calling Best Buy but no one seems to be able to help me. This has been going on for over a month now. Please Help Me. I have a RA (RMA?) number if that helps

Member
Posts: 13
Registered: ‎08-17-2021

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

[ Edited ]

RMA number {removed per forum guidelines}

Member
Posts: 13
Registered: ‎08-17-2021

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

Update: I was on hold for 30 minutes, transferred to a different department and put on hold for 30 more minutes.  Then disconnected.  Somehow the Best Buy service team is worse than LG.  I tagged LG in a tweet, and within 3 minutes they replied.  Through direct messages they confirmed within 10 minutes that Best Buy should be able to exchange my dryer.  Who knows if I will ever be able to get a hold of some one.  

Member
Posts: 13
Registered: ‎08-17-2021

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

Another 30 minutes on hold.  The representative said they could help me, then after a quick discussion realized they could not, so they transferred me again.  Currently on hold with no option for a call back.  

Member
Posts: 13
Registered: ‎08-17-2021

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

After another 30 minutes on hold I finally got someone competent who could at least see I purchased the dryer.  However, they say the Return Authorization is not in the system, and that LG does not use the same ticket number system as Best Buy so Best Buy cannot use their Return Authorization Number.  So I now have to call LG to get them to resend the return authorization again which will take Best Buy 7 business days to accept.  

 

How is this an acceptable solution?  Why does the customer need to handle the communications between these two companies?  I have a job.  I cannot be on the phone for 5 hours a day trying to get 2 multi-billion dollar companies to talk to one another.

 

Sincerely,

 

Dissapointed

Member
Posts: 13
Registered: ‎08-17-2021

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

Hours later, I've been on the phone with LG, and again with Best Buy.  I now have gotten email addresses of an LG employee and a Best Buy employee to try to work-around this abhorant help-desk process between the two companies.  Absolutely ridiculous.  

 

Also note I have received no feedback from Best Buy in this thread, their twitter handle, or direct messages.  Complete and utter failure on their end. 

Posts: 4,951
Topics: 53
Kudos: 374
Solutions: 302
Registered: ‎11-29-2016

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

Good afternoon, brianharps,

 

While I wish your visit to our forums were under more fortunate circumstances, I do appreciate you taking the time to join our Community and share your experience with us.  Having a major appliance such as a dryer no longer function as expected would be frustrating enough, but to hear it’s taken this long to get the exchange approved and processed is especially disappointing, and I regret the frustration this experience has undoubtedly caused.

 

Using the information you’ve provided upon joining our Support Forums, I see you were able to connect with another one of our support teams, and it looks like they were able to help set up your exchange earlier today.  I’m optimistic the exchange process will go smoothly from here on out, but if you run into any other issues, please don’t hesitate to visit our Support Forums, or contact our phone support teams at 1-800-433-5778 again.

 

Regards,

SeanM|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 Sean,

 

Yes I was finally able to get the exchange done, or at least scheduled.  The only way I was able to do it was by finding an email of someone from LG, then finding someone from the exchange department in Best Buy's email.  I then circumvented the entire help desk system of both companies and put the two people in contact with each other.  Based on what I have learned about these two systems, this is not an uncommon occurence.   The LG ticket numbers do not match the Best Buy ticket numbers, and there is no way to join or translate them.

 

For anyone else trying to connect these two companies, LG will provide you the email of your 'agent'.  LG also responds relatively quickly to tweets and were helpful.  Best Buy Service does not reply to twitter, and you can see their response times based on this thread...they waited until I resolved the problem on my own.  Unfortunately their help desk phone number is best.  For exchanges, the best 800 number is this one: 1-866-613-9853

 

Best Buy will want your order number, serial number, and SKU number to look up your return.  The SKU number will be provided by Best Buy following your first call with them.  It makes it easier for them to look up your case quickly with this information.  

 

Good luck to anyone reading this thread.  I hope my experience helps you get your exchange more easily. 

 

 

Member
Posts: 13
Registered: ‎08-17-2021

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

Best Buy strikes again.  My dryer was scheduled to be delivered today between 7 am and 1.  Guess what, I just got a call that Best Buy cancelled my delivery and I need to reschedule.  But of course they will be reasonable and get me on the list for tomorrow right?  Nope, turns out the best they can do is 8/31.  

 

Potentially the worst customer service I have ever experienced.  

 

Now back to being on hold and escallation to try to get my dryer. 

Posts: 6,267
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,

 

Welcome back to our community forums. I appreciate you taking the time to provide an update on the status of this delivery. I know it's not easy to rearrange your schedule to wait for an appointment and can understand your disappointment to receive this phone call. I'm glad to hear that you've already been able to get in touch with our phone agents and schedule a new appointment.

 

Is there anything we can do to assist you at this time? Please don't hesitate to let us know, we'll be happy to see what we can do to help!

AndrewB|Social Media Specialist | Best Buy® Corporate
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