05-08-2019 08:25 AM
I have been a customer of Best buy for a long time and would say I have been extremely loyal. I have also been an employee where I worked there for about 7 years in custeroms service and management. Its been about 5 years since I've worked there but Can't believe how things have changed and for the worse. I bought my Washer a little over two years ago and have had nothing but issues with it. From Delivery where It took over a month to get to me and kept being pushed back to multiple issues with the unit itself. March 1st I had someone come out because it wasn't draining properly. Had to wait about a week from the time I called until they could get out there to look at it. Then of course, had to order parts which weren't even expidited, took two weeks to get those in the mail and then another few days for the guy to come repair it after being told call as soon as they come in and he would get out there next day. It worked for a few weeks then started having the same drainging error again after two parts were replaced. So I called back in and again to schedule another service appoinment and yet again its going to take another week for someone to get out there. Myself or my Husband were unable to be present so had a family member there for when they showed up. This was explained to the repair guy. After him being on the phone for awhile he told my sister that they could not find the part and were going to have to replace it. She asked that someone contact me to let me know what is going on and he said someone would be calling me later that day. By the end of the day I had no calls informing me of what is going on. So I called Best buy back. They told me they didn't have any information in the system and I was told to call the Third party company who came out to see what was going on. So I called them, I was told by them that they have done everything on their end and that the company who my Warranty is through should be contacting me. So I gave it more time, still no call. So I called Best buy back, was on hold for 30 plus minutes to then be told that someone should be contacting me in 24/48 hours. That NEVER happend. I had to call back Friday, two days after they came out to then be told it could be until Wednesday an entire week from the time they came out until I hear from anyone....Well Its now Wednesday and NO calls from anyone yet. I am extremely upset, at this point if it gets replaced I dont even want to buy another item from Best Buy or set foot in another store I'm so Angry. When I worked there We didn't handle things this way. I am hundreds of dollars out right now for all the money I have had to Spend at Laundry mats because the time it takes to service a washer...or tell someone it can't be fixed and give them a replacement confimation. This is rediculous!! I used to alway by the protection plans and direct people to Best buy ... Never again....
05-16-2019 02:28 PM
I'm confused....is there a reason no one has replied or been able to explain why it took a week to get a call about my product replacement and why no one could give me a straight answer. Seems like everyone else has been able to get some sort of response... When I spoke to the sales reps and managers in the store they said they've never heard of it taking a week for someone to get an answer on what was going on after they had been out? This service just gets better and better!
05-16-2019 03:21 PM
Good afternoon, aspencer,
Welcome to our forums, and thank you for sharing your feedback with us. I apologize for the delay in our reply to your initial post, as it sounds like the issues you’ve been having with your washer are understandably disappointing.
Having issues with any appliance can be cause for consternation, and I regret to hear the issues you had with your washer were only exacerbated by a delay in its repair. While I can’t speak to what caused the delay with the third-party repair company who conducted this repair, if you continue to have issues with your washer, please don’t hesitate to let us know, and I’ll be happy to offer any additional assistance I can.
Thank you for posting,
05-16-2019 03:29 PM
It wasn't the third party delay, it was best buys delay in contacting me in regards to the status of what service. The third party did what they were suppose to, came out, submitted their Service ticket info on their end same day on time. When I spoke to them AND multiple members from 1888 Best Buy and Geek Squad I was suppose to contacted by someone from Best Buy and wasn't for a week. To then get told the same solution the thrid party told me the day of service that they can't get the part and it will need to be replaced. But I didn't get the confirmation number until a week later. That is my issue. Then for my exchange I didn't even get equal value credit for what my product was. I had to Pay an extra $150 just to get equal quality of product since you didn't carry the one I was replacing. I'm about ready to return the service plan I have on my new one and strom through Social media and reach out to the BBB in regards to the terms and conditions of the PSP at the time of purchse vs how things were handled and make sure everyone I know doesn't goto Best Buy and goes else where from here on out. A simple sorry doesn't fix the multiple issues here.
05-16-2019 04:33 PM
Thank you for the clarification, aspencer,
As I mentioned, while I can’t speak to what may have caused the delay in getting your washer exchanged, I am thankful to hear it has been exchanged since your initial post to our forums. As it sounds like your washer was exchanged through the Geek Squad Protection (GSP) you’ve purchased, please know that whenever a GSP is fulfilled by replacing the covered product, store credit or a gift card may be issued for the covered product’s current market value, not to exceed the original purchase price. We’ll be unable to offer any additional store credit if the replacement washer you’ve purchased exceeds the current market value of your previous washer. If you have any other questions regarding your GSP or how it was fulfilled, you can view the full GSP terms and conditions here.
We can’t hope to improve the level of service we’re able to provide our customers without feedback like yours, and I appreciate you taking the time to share your insights with us.
05-16-2019 05:24 PM
I guess I will just return the GSP I got on this new one...there’s no point seeing as there is no way to make the terrible service any better and it’s not guaranteed to not happen again on this next purchase. I understand technology has its lemons, it’s all about the level of service that is/was provided and the lack of trying to make it right. If this was generally how things worked, taking a week to hear about the resolution and getting the run around when you try and call and get an answer, that would be a different story. I would have known what I was signing up for when I purchased the plan. I wouldn't have purchased it.... No one would, because that is an absolutely ridiculous time frame. I'm sure your trained to say sorry for the inconvenience and hope that in the future its better. But you can't guarantee that. I get that mistakes happen, and things fall through cracks which cause for bad experiences but it’s all in how those things get handled in the end that make the difference. Sometimes a simple sorry goes a long way, others it’s just a brush off in hopes it all goes away and they forget their experience and shop again. In this case I have no choice but to take my experience to the web and make sure everyone I know, knows this can happen when purchasing your protection plan and nothing will be attempted to help make it right again. They will most likely rethink their decision in purchasing from your store all together. Some will still buy, won’t phase them until it happens to them. Right now, I'm just one upset customer to you, but my experience shared can make thousands rethink purchasing from your store period in the future. So, you don't end up having to close your smaller stores like you have your big box stores. Maybe focus on better customer service and handling things when situation don’t go as they should, that’s what will keep people to going back.