On 7/13/22 I ordered a new stove on the website. I also ordered installation with "professional propane (LP) conversion" and the required parts.
On 7/20/22 the stove was delivered and "installed". I don't like to speak poorly of anyone, but since I have been unable to get this resolved, the following details are a part of the story...
The installers did not act professionally. They asked to borrow my tools. They smelled of drugs. They had trouble unscrewing the old gas flex pipe (since they didn't have the right tools), so they just used the old one instead of the new "required" one that I paid for.
When they finished, they wanted me to sign off without them even testing anything. I asked them to test it. One burner didn't light. Another burner had a massive 12" flame. A third burner had a 1" flame on the lowest level (way too big), and the fourth had too small of a flame.The oven had large orange-tipped flames.
I asked if they could adjust it, and they said "no, it must be a problem with the conversion kit" and I would need to take it up with Best Buy. They said it was very unsafe but I could use it until it was fixed.
After they left, I took a look at the installation manual, and noticed they didn't follow the steps in the manual. There were warnings throughout the manual and on the stove itself, saying not to use the stove unless an anti-tip device was installed. (With profuse warnings... essentially: you and your children may die). They did not install one, nor did they leave one for me.
The manual also said that a new flex pipe needed to be used for safety purposes. The installers did not leave the new flex pipe at my house (which I had paid for).
So on 07/20/22 (same day) I called Best Buy (since that's what they told me to do) and let them know about the problems: the stove wasn't working right, no anti-tip device, and no flex pipe. I let the CSR know that these guys didn't seem to know how to address the stove problems. I was put on hold a couple times. I was assured that it was being addressed with a district manager, and I would soon be receiving a call from a district manager who would send out a different installer team right away (this ended up being FALSE).
A few hours later I got a call, not from a manager, but from the same installers. They said they were calling to give me a heads up that I should "get my tools out" because they were coming back. He then proceeded to shame me for mentioning the anti-tip device. "Why do you care about the anti-tip device? You didn't have one on your old stove".
I then called BB and let them know they were sending the same guys back, and basically I was told - that's great, they will fix it.
So they came back and installed the flex pipe that I paid for. Then they installed the anti-tip bracket into the wall. However, they did not engage the stove foot into it, so its pointless, and I was never able to get the foot into it either. (3 weeks have passed since then. Thankfully none of our kids have tipped it over yet)
I asked if they would then be adjusting the stove, and they said that is not something that they do. I tried showing them in the installation manual where there is literally a required step that says it is VERY important for the installer to adjust the flames, but they didn't want to see it. They said their boss does all the LP conversions in the shop, and they just set up the stove and don't make any adjustments.
Again they told me it was likely a faulty LP conversion kit, and I would need to take it up with Best Buy.
So again on 07/20/22 I spent a bunch more time on the phone with BB explaining all of this. I was told that they would be sending out a different install team that knew what they were doing (this ended up being FALSE).
On 7/22/22 the different install team came and took a look at the stove. I explained the problems to them and they told me that they don't handle any of that stuff.
They told me the same thing as the previous guys: their boss does the conversions in his shop and all the installers do is put the stove in place and hook up the gas.
They took a look at the flames and said it was a problem with the conversion kit. They said it was very dangerous. They took videos of it to show their boss.
They also discovered that one of the knobs triggers the ignition spark on two burners at the same time. They said this is a manufacturer defect. But they said I could keep using the stove, just don't use the one with the huge flame.
They didn't hook up the anti-tip thing either.
They told me BB would be sending me a replacement stove, and there was nothing I needed to do (this ended up being FALSE).
So I waited a week and didn't hear anything, so...
On 7/30/22 I chatted with BB via chat for over half an hour. Again I had to explain the issue. I was finally told they would be sending a replacement stove which would be installed on 08/05/22.
On 7/30/22 I received text confirmation of an order number and delivery on 08/05/22 with a window of 12pm-8pm.
On 08/04/22 I received a text reminding me of the delivery on 08/05/22. So of course we planned our day around it to make sure we were home from 12pm-8pm.
Nothing arrived. On 08/06/22 I checked my BB online account and found a notice saying I needed to reschedule delivery. But whenever I click to schedule, it gives me an error and says I need to call BB on the phone.
So on 08/07/22 I call BB on the phone and spend a bunch more time explaining the situation. Finally I was told I would need to call back the next day. I said I shoudn't have to keep calling back and spending all this time. So he put me on hold for awhile to talk to supervisor. So then he said that BB would be scheduling it within the next 24 hours (this ended up being FALSE).
24 hours passed and I heard nothing. I went into my BB account and again it says I need to schedule my appointment, but it won't let me.
Now today, 08/09/22, I receive a text from BB saying "unfortunately we need to reschedule... we'll text you in 1-2 days to reschedule, change, or cancel"
The value of the total time I've wasted on this issue is already more than the entire amount I paid for the stove.
The timeline I've outlined here certainly points to multiple communication problems in BB's customer service department. But I beleive the whole problem would have been avoided if an actual professional installer had shown up at my house.
Ultimately, I believe this issue boils down to a "professional conversion and installation" that BB sold to me for $249 that they really should not be selling unless they have a means of fulfilling it.
As admitted by their own installers, the system is to have a "licensed professional" (aka the boss) swap out the orifices in a shop somewhere, and then turn it over to delivery guys who don't know anything about LP conversions or installation.
That is an inherently dangerous system, as the user manual itself explains several steps that must be done on the installation site! I believe that the problems with my stove (the various flame issues, the miswired ignition, the nonfunctional anti-tip device) probably could have been fixed by a qualified installer on the first visit.
I've left names and locations out of this post because again I'm not trying to throw anyone under the bus, but if I have to take this to small claims court, obviously I've got everything documented.
I'm hoping that putting it here in writing will allow BB to remedy the situation immediately without me having to explain the story more times.
AllisonS-BBY
