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

Formal Complaint

I have long been a Best Buy customer and for what it's worth (and it doesn't feel like it's worth a whole lot at the moment), I'm an Elite member due to spending over $6,000 with your company in the last 18 months.  I chose Best Buy because up to this point, I have always been pleased with the service provided.  The last couple of days however, have been another experience.  A week ago, I called to schedule an appointment or a service tech to come to my house to service a microwave/oven combo I had purchased from Best Buy one year ago this past month.  I paid the extra $200-300 warranty extension and have a 3 year service plan (so no big deal).  When operating, the microwave portion blows out a burning plastic smell so obviously in leiu of having it burn my house down I wanted to get someone out to look at it.  Earliest appointment option was almost a week out (which I understood especially with Thanksgiving in that time period) and was scheduled for yesterday.  I took off work so that I could be at home for the service window.  The window came and went.  No call, no email, no text. .  .nothing.  So, I then call Best Buy.  After two call attempts, I was finally told who I needed to talk to in Best Buys special services.  They transferred my call and then I waited for 30 minutes before someone actually answered.  Upon speaking with that person, I was told that I would need to try and contact the vendor to see what was going on.  So, now I'm responsible for managing Best Buys vendors, for a service that I paid for, on top of missing an entire day of work. . . just doesn't seem right.   I tried reaching the vendor to no end.  I then tried to reach back out to Best Buy via the chat option.  Again, the person helping me went through the same checklist as the person on the phone and then they tried to reach the vendor.  No response.  She told me that she would reach back out to me and let me know when the service would be rescheduled . .again no response from Best Buy.  That brings us to today.  Still no call from either Best Buy nor the vendor, so now I have to again pick up the phone and call Best Buy again.  Another hour on the phone with another couple of representatives and finally someone calls the vendor and gets a response (after again telling me that I should just call them).  I now have another appointment for later this week (apparently).  Not holding my breath but I will again take off an entire day to wait for a supposed service tech to show up.  It realy shouldn't be this hard.  Is my time and investment in this company not worth anything?  

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

Re: Formal Complaint

**UPDATE**

So after spending another entire day at home from work waiting on a technician to come for the rescheduled service call .. .  again . . .no show, no call, no nothing.   I had to call the vendor directly and ask if anyone was on the way for my repair.  They "called" the service tech with no response and said they would call me back when they heard.  They called me back and told me that the service tech was on the side of the road with a broken down vehicle so would'nt be out today and if they could reschedule for ANOTHER DAY.  I mean is two entire days of my employment not enough.  I asked them if I could get the first appointment in the morning a day next week and the answer was no but they could do a 1pm-5pm window.  yeah ok.  I know how this story goes. 

 

I am completely blown away that Best Buy is ok with this and that I have noone that I can call or talk to that won't put me right back with having to manage their incompetent vendor.  I'm truely concerned about getting the repair done since a burnt plastic smell could very easily be indicative of some sort of short or burning wire within the appliance.  I have tried to be patient and have been waiting for now what will be more than two weeks.  If my time and financial well being mean nothing to Best Buy, what about the saftey of my family???

Posts: 638
Topics: 40
Kudos: 85
Solutions: 25
Registered: ‎07-23-2018

Re: Formal Complaint

Hello there, scapedzine.

 

While I am happy to welcome you to our online community, I sure wish the reason you had reached out was regarding a positive experience. When appliances present issues, we want to do all we can to offer our support. Having Geek Squad Protection (GSP) should provide our customers with the peace of mind that repairs will take place as scheduled. Based on your recap of events, there have been two missed appointments, which is surprising, and it does not sound like you’ve received the level of support we expect from our teams. This is not the experience we would want for our valued customers. Thank you for taking the time to make us aware, as we’re constantly reflecting on how we can improve our processes and procedures.

 

Although it seems a new appointment has been reserved, if it would be helpful, our team would be more than happy to review this with you. You’re welcomed to send a Private Message, by selecting the darker blue icon across from my signature. For verification purposes, please be sure to include your full name, email address, and telephone number.  

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎12-01-2020

Re: Formal Complaint

*Update to the Update*

I have received notification that another company will be coming out for my service and that it had been scheduled for two weeks from now on Christmas eve.  At this point, I'm going to have to wait and see if this goes any better than the inital two.  Hard to beleive that what should have been a simple service call is now going to "potentially" happen a month after I contacted Best Buy.  Stay tuned . . .    

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

Re: Formal Complaint

**Update -YOU CAN'T MAKE THIS UP**

 

Well 30 minutes after I made my previous post yesterday, I receive a notice via text that my repair appointment was scheduled for noon-5pm today.  No one called me to ask if that worked, it was just scheduled.  That being said, I was not going to take yet another day off of work to sit around and wait for a supposed service tech to show.  . .  I do however have older children and they were at the house all day.  Guess what . .  .  I'll wait for you to think about it. . . anyone have the answer??? . . .That's right in the back, NO ONE SHOWED AGAIN.  Shocking I know.  I mean what kind of clown show is Best Buy running around here?  I am beyond being shocked by anything at this point.  To this point, I never received any kind of sorry for our vendor not showing, or sorry for you having to miss work for two days in one week, or sorry for your convenience how can we make this right.  All I've gotten is that's strange and we need to schedule (or we need you to schedule)  another service window to have your appliance looked at.  I will say this.  I've got two weeks to figure out what my next steps will be if they don't show yet again on the 24th. 

 

As a side note to my early Christmas present that I ordered before Thanksgiving, the Geek Squad member that emailed me about the Christmas eve service (see what I did there), listed my appliance as a GE Range (which it obvioulsy isn't, it's a microwave/oven combo).  I wrote him back to let him know the error.  Did I hear back. . . .I know at this point you all can answer that one. 

 

For the 1,000 plus people who have taken the time to look at my post, please check back.  Hopefully you can get a chuckle during these trying times reading about the disaster I'm dealing with.  . . .TO BE CONTINUED. .  .

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

Re: Formal Complaint

The same clown show all big companies are running. Tom, we hear you. But you’re not a premiere customer bc you spent 6k. Don’t use the microwave. Not ideal I know. Unfortunately your experience is on the daily.. not just with Best Buy and I can honestly say these associates you’re probably barking at are truly frustrated with the lack of resolution at this point with you. I work in customer service for someone else.. I can honestly say it’s not just Best Buy. So for all the great experiences you had over the last however long you’ve been a customer. I’d say 2020 is a dumpster and just call it a year. My eyes being opened to how drastic covid can cause customer service, repair industry with appliances and electronics. It will be truly amazing if any of us make it out alive. Regardless of their sales last year and the year before. I guarantee I will not check back. You are 1 of so many that is having similar issues with ALL the vendors and big retailers. Good luck.. at this point I’ll make a suggestion.. contact bbb and indicate you want a replacement and whine about all the reasons why. #firstworldproblems I can’t heat up my coffee or left overs.
Posts: 2,455
Topics: 102
Kudos: 226
Solutions: 116
Registered: ‎10-19-2017

Re: Formal Complaint

Hello, scapedzine,

 

Thanks for posting again with your update, though I would have wished for better news. I can only imagine how I would feel in your shoes, as the situation you describe is certainly not what we want for any customer. Currently, I have reached out to support partners to see if they can provide any additional insight or assistance in this matter. Due to current high volume, this support partner typically gets back to us within about 7-10 business days, but I’ll absolutely let you know as soon as that happens. In the meantime, thank you very much for your patience.

 

Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 2,455
Topics: 102
Kudos: 226
Solutions: 116
Registered: ‎10-19-2017

Re: Formal Complaint

Hey there, scapedzine,

 

I hope you’re well. I’m just touching base as my support partner got back to me with a small update. They have verified your being scheduled with one of our support partners on Dec. 24 between the hours of 10 a.m. and 2 p.m. This is a different repair partner than your other appointments, and their service information should have been emailed to you for your records.

 

As for the original servicer your repair was assigned to, my support partners are working to follow up with them to see what happened. My support partner says they will update when they know more, but in the meantime, continuing forward with your scheduled appointment on Dec. 24 is the best way to move towards resolution. Thank you very much for your patience! I look forward to hearing an update from you on how your appointment goes next week.

 

Regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎12-01-2020

Re: Formal Complaint

Hi Kayla,

Thank you for following up.  They did reach out to me earlier with that information.  They have my repair listed as a stove repair (which it is not, it's a built in microwave/oven combo, not a stove).  I replied to the email I received informing them of this and did not receive any confirmation.  I posted about this earlier and I'm only bringing it to your attention because I could see a scenario where the wrong tech shows up for my repair.  Crossing my fingers that someone will actually show in the timeframe you listed and can then service the appliance.  Thank you.

 

On a side note, I received a survey yesterday asking me to take a few moments to rate how my repair went (as if it was already complete).  I did take the time let them know how it went.  I was wondering if my other service was still scheduled so you reaching out is actually a nice change.  

Posts: 2,455
Topics: 102
Kudos: 226
Solutions: 116
Registered: ‎10-19-2017

Re: Formal Complaint

Thanks for the reminder about that concern with the email stating “oven” needing repair instead of specifying that the unit is a combination oven and microwave with an issue on the microwave portion of the unit. When phone teams are setting up a repair, a brief description of the issue should be included for the repair team’s review, but I’ve sent a follow-up to my support partner to verify the scheduled team will be skilled and prepared for the repair being necessary on the microwave side of things. I’ll let you know when I hear back!

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
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