10-18-2022 01:04 PM
In June I purchased a microwave oven and arranged for a Best Buy install.
The installer arrived and hooked up the new microwave. When the display didnt work, I asked that they take the new one back for replacement.
I was advised that it was policy for a specialist to come to my home and make repairs
A week later the specialist arrived and said the microwave is broken and needs to be replaced. Huge surprize
I live on the East Coast and so I had to fly out to San Francisco for the relacement to to take place
On the 15th, I received a call from a Best Buy tech confirming that the microwave had been disconnected and ready for them to pick up. They had no instructions to disconnect and replace the microwave. So they cancelled the service order on me.
After many customer service calls a helpful CS rep said he understood and identified all the steps that needed to take place. Service was scheduled for the 18th
On the 18, I received a call from the dispatcher advising me that the order was set up wrong with no install or de install of the microwave.
I now sit here awaiting a call back from anybody at Best Buy. The first rep I spoke to disconnected me after takiing down all my information and never called back
The second rep wanted to help me but couldnt do anything until the old dispatch was shut down
Her supervisor did not return my call (2 hours and still waiting)
And dispatch is aware of everything and wants to help, but says they can't until Best Buy Rep re-orders the request.
So far, this will be the 6th total attempted service request
CAN NO ONE AT BEST BUY TAKE OWNERSHIP OF THIS PROBLEM AND GET IT RESOLVED CORRECTLY???
10-18-2022 01:20 PM
Welcome to the Best Buy Forums!
We appreciate you taking the time to reach out regarding your experience with this return and exchange service call. I can understand the concern regarding not having this resolved immediately, especially considering the unit is defective. I'd be happy to look into this matter and assist you with this.
Please, private message me with the order number, your full name, phone number, and e-mail address. To send it, click on the blue button bellow my signature. I look forward to hearing from you.
10-18-2022 02:21 PM
Thank you for providing this additional information. I am sorry to hear that you have had to contact us repeatedly about the same issue. Let me see what I can do to resolve this for you and avoid the possibility of this happening again. Please allow me some time to look into your orders and gather more information. I will reply here once I am able to provide an update.
Social Media Care Specialist
Best Buy Corporate
10-18-2022 04:42 PM
Let me see if I can help you here
An order needs to be created that takes 4 steps.
1. deliver a new microwave to the customer
2. de-install the defective microwave
3. install the new microwave and test it for quality.
4. remove and take the defective microwave back to Best Buy facility.
This has been the problem so far encountered. Three times so far orders were created that just involved steps 1 and steps 4. The service personnel selected did not have the qualitifed skill set to complete all the required actions.
Hope this helps.