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New Member
Posts: 7
Registered: ‎06-15-2017

Need Response-Able 3rd level of Management to review and respond

[ Edited ]

Hi Please consider me a loyal and now an irate customer of Best Buy. It is unfortunate that I am back on this forum, since last time I was here couple years ago was for a bad projector that best Buy took 3 years to replace after complaining on this forum.

Now I am back with LG Appliance issue. For over a month I have worked with my direct contact at Best Buy, Dany, with whom I must have spent $70,000 at Best Buy in the last 5-6 years and more before I was registered with a rewards program.

We have lived in our current home for 11 years and our Whirlpool steam 5.x cube washer died after running perfectly for 11 years. We went to best buy to buy new washer/dryer. We were interested in buying whatever was best with reliability and options and were considering Whirlpool again but were guided to by LG front load (junk).

Please note we paid extra for warranty and we are Geek Squad subscribers as well for any service.

 

The washer continuously on and off gave errors and finally died around March 10, 2020 (Yes we have not been able to wash our cloths since then and visiting my brothers place every other weekend to do laundry. We are a household of 7 including my mom. So PAIN and ANGER at this point is pretty high.) The dryer also does not dry properly, and we usually have to run all cloths at the bedding setting twice.

First month no one at Best Buy took ay calls due to Covid. At that time, I called LG and they scheduled someone to come out but that person never showed up. So we call LG back and they told us that the part that is broken (we did some troubleshooting with them on the phone  and they told us that the part is not in stock which is the door lock system). That was late March early April.

The Store Manager Mr. {removed per forum guidelines} at Best Buy through Danny’s (Best Buy salesman I have known for probably 7-8 years at the Sterling, VA branch) help played phone tag for a couple weeks until yesterday he told me to call escalation number at Best Buy to get the machines replaced.

There on the 800 number I was moved to another escalation point with Louis (who I don’t think was a manager, as each time he disappeared to find out next steps.)

Louis first told me that they could do a return and replace order but first a Best Buy person must visit and see the machines. I said fine. He got my washer/dryer serial numbers and then disappeared again for 20 minutes. The total call was about a 97 minute call yesterday with him.

He returned and this time told me to call LG and bets Buy cannot help. He said that since its still under warranty from manufacturer that Best buy believes LG is the best place to start.

I told him I have already been dealing with LG for over a month with no recourse and WHY the heck did I pay for next day service and extra warranty to Best Buy.?? I asked him what would he do if the vendor starts pointing fingers to another vendor when he as a customer has been sold lemons?

He hung up on me as I was angry.

 

I AM Asking a 3rd  Level manager to GET these junk machines replaced RIGYHT AWAY PLEASE.

YOU DON’T TREAT YOUR CUSTOMERS LIKE THIS!

We have been without a washer now two months and need a decision maker higher up to not shove us around anymore.

We need these machines replaced with a Whirlpool brand that I already shared with the best Buy Store Management. We paid extra for warranty, we paid for next day service and we have spent too much money at this store to be Xicked around like this at Best Buy.

 

Hoping someone some higher up with take the responsibility to get these machines replaced for us right away.

 

Thanks

Shariq {removed per forum guidelines}

{removed per forum guidelines}

 

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New Member
Posts: 7
Registered: ‎06-15-2017

Re: Need Response-Able 3rd level of Management to review and respond

Any Response-Able party listening?
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Best Buy Employee
Posts: 1,755
Registered: ‎01-09-2015

Re: Need Response-Able 3rd level of Management to review and respond

With the stores closed, this forum attracts more than it's usual amount of traffic.  Due to this, it will likely be several days to get a reply here.  I know they are pushed to the limits right now answering as fast as they can, Best Buy appreciates your patience as they help the customers ahead of you.

 

With that said, it seems that the issue is that your units no longer qualify for return/exchange as they are outside of the return policy but are still within manufacturer's warranty.  This means that the repair/replacement during that window would be facilitated by LG, Geek Squad is often able to perform the work but is obligated to follow LG's procedures.  The party that would be able to approve replacement during the manufacturer's warranty period would fall to LG, Best Buy is just the retailer and we do not have the authority to dictate the style and manner in which a manufacturer fulfills their warranty obligations.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 7
Registered: ‎06-15-2017

Re: Need Response-Able 3rd level of Management to review and respond

Anyone there?
I did go back to LG.
They created a new ticket last Friday. Cancelled the one created on April 11 2020 saying the info in the ticket was wrong.
So now they created a new ticket and told me someone will come to fix today.
Guess what, no one called or came.
Here I am without a washer after buying a brand new washer dryer delivered just 3 months ago which has been broken since March 10 202 and I did buy extra warranty and service from Best Buy.
Anyone there????????????
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Best Buy Employee
Posts: 1,755
Registered: ‎01-09-2015

Re: Need Response-Able 3rd level of Management to review and respond

Your post was made on 5-4-20, at a quick glance it appears the moderators are currently working through posts from 5-2-20.  it will likely be a few more days as they work through all of the customers ahead of you.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Posts: 919
Topics: 52
Kudos: 247
Solutions: 54
Registered: ‎11-30-2015

Re: Need Response-Able 3rd level of Management to review and respond

Greetings, Smirza2000,

 

Welcome back to the Best Buy Forums. I apologize for the delay in response during these strange times.

 

I'm sorry that you've been having issues with your LG washer and dryer, and for the inconvenience that this has caused your family. I personally love my LG machines, so it's disappointing to hear that you've been having a different experience with yours, especially at a time when routine cleanliness is so important.

If your machines are outside of the return and exchange period but are still within the manufacturer's warranty, support options should be available to you through LG. If LG is able to provide you with a Return Authorization number, your local Best Buy can assist you with getting the units exchanged for something different. Additional support options will become available to you through your Geek Squad Protection plan once the manufacturer's warranty has ended. Around what date did you receive the units?

Best,

 

Fey|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Valued Contributor
Posts: 1,508
Registered: ‎02-07-2011

Re: Need Response-Able 3rd level of Management to review and respond

During the manufacturers warranty period (generally the first year on most items) the best buy warranty only cover whatever the manufacturers warranty does not (like power surges) and the manufacturer would need to authorize the replacement or repair.
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New Member
Posts: 7
Registered: ‎06-15-2017

Re: Need Response-Able 3rd level of Management to review and respond

Was with LG again my 6th time.
They keep on telling me that they will follow up with me. Officially they are acknowledging that I have been without a washer now for 36 days unofficially it's been broken since March 10 with no positive outlook.
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Posts: 806
Topics: 66
Kudos: 169
Solutions: 36
Registered: ‎10-19-2017

Re: Need Response-Able 3rd level of Management to review and respond

Hello again, Smirza2000,

 

Thanks for taking the time to keep us updated on this situation. Although, I do wish you were coming back with happier news. As someone who has gone without a working washer and dryer while waiting for a replacement, I know personally how frustrating it can be to have to drag all your dirty laundry over to someone else's place so you can borrow their machines. That's not the stress-free experience we meant to provide when you made this purchase with us!

 

I encourage you to keep working with LG towards a solution, but feel free to keep reaching out to us, and we'll help out however we can!

 

Cheers,

 

Elle|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!