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Posts: 2,467
Topics: 102
Kudos: 223
Solutions: 116
Registered: ‎10-19-2017

Re: Formal Complaint

Hey again, scapedzine,

 

I hope you’re having a great week! I’m touching base as I’ve heard back from support partners again. They’ve assured me that your GSP contract and product are properly attached to the order and so long as the microwave needing service is indeed the microwave which is part of the combo unit, the team coming out should be able to assist.

 

As you’ve been very clear this is the microwave from the combo unit and not a separate unit, that means we should be good to go for the Dec. 24 appointment. Please keep me in the loop on how that goes and if you have any other questions or concerns in the meantime.

 

Best,

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 2,467
Topics: 102
Kudos: 223
Solutions: 116
Registered: ‎10-19-2017

Re: Formal Complaint

Hey, scapedzine,

 

I hope you’re doing well and staying safe! How was your appointment on Dec. 24?

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 7
Registered: ‎12-01-2020

Re: Formal Complaint

Yet another Update . . . I've spent way to much of my time on this.  So my December 24th appointment went well.  The service techs (from Sears) came when they said, were professional, assesed the problem, told me that it could burn down my house if I used it so be sure not to, and ordered the parts for the repair.  Unfortunately the repair could not occur for another month because they needed to wait or the parts to arrive and was scheduled for 1/21.  Since I've now been without a microwave for over a month (and have at least another month to go), I go out and purchase a cheap one $100 to have some way to warm things up.  I inform BB which tells me they will address that later. .  .There were 4 parts ordered.  3 arrived. . . I started getting communications that everything had been delivered, which I told everyone it hadn't, and they tried to move up my repair date.  I told them all the parts weren't here and ended up sticking to my original repair date.  When the tech's showed up for that date, they shockingly discovered that not all of the parts had arrived. . . thus they could not do the repair and would need to come back when the last part arrives.  

 

At this point, Best Buy then notifies me that they will be replacing the entire oven and sends me a link to set up the replacement.  

 

I call the BB replacement center to now set up a full replacement.  In talking with the rep, I find out that if I want a warranty on the replacement I will need to purchase a NEW warranty for another $200.  My existing oven was barely a year old when this started and now I'm having to purchase a whole new warranty to again get this kind of service?  Doesn't seem right or fair but to not delay anything I again give BB another $200 of my money.  We schedule the delivery for 2/11

 

This brings me to now.  Earlier this week I get a phone call while I'm at work that the repair tech is at my house to repair my oven.  I tell him I'm not there and that BB has scheduled to replace the entire unit.  He says ok and tells me he still needs to pick up the parts that were delivered.  Thankfully I had one of my teenagers at home so I could have them place the items on the front porch.  I then get a call a few minutes later from the tech telling me I'm missing a part . . . . really I'm missing a part, you don't say. . .

 

Then, the day before my scheduled replacement, I get a call from the Geek Squad.  A supervisor is telling me that they messed up and scheudled a TV tech to come out and do the installation.  So, they will deliver the unit but not install it as scheduled.  This means that I still have to take time off work to be around the house (my window was 12-6pm) for them to drop off the unit.  I'm furious but keep the delivery since I don't want anything else stopping this install.  He told me someone would then contact me to set up the install.

 

THEN . . . yesterday during my delivery window, I get a call from the technician telling me all the things the guy on the phone did and that he would'n't be able to install it.  I explained to him what the other guy told me and he said he would talk to his supervisor.  I get  a text telling me the tech is showing up in 3 minutes.  Then I get a call from another BB person telling me that they have to cancel the whole delivery.  He also told me that he couldn't give me a timeframe for when they would be able to come back out and actually do it.  I mean REALLY!!!!  

 

I'm now looking at 3 MONTHS since I first reported the issue with BB.  I have had FIVE APPOINTMENTS that I have had to take off time from work for THREE OF WHICH NO ONE SHOWED!!  I have had to pay for a temporary solution and an additional warranty.  And to top it all off I STILL DON'T HAVE A DATE FOR THIS STUPIDITY TO END. . . 

 

I wish this would be the last thing I post to this forum but I'm not hopeful that this will be the case.

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New Member
Posts: 7
Registered: ‎12-01-2020

Re: Formal Complaint

Well that was quick. . . I received a phone call from a tech that they were coming to my house in 40 minutes so I had to reaagrange my morning to be here.  When they showeed up they asked where the microwave/oven unit was?  Well it wasn't delivered like it was supposed to yesterday is where it was. .  . so now I'm back wasting time on the phone rescheduling the install AGAIN!!!!