Delivery & Installation

[JoeMoll]

I need someone to look into my situation and fix it. I bought a Samsung washer and dryer pair in May. The dryer was not immediately available and I accepted a split delivery, with the washer being delivered/installed first, and the dryer later. The washer delivery was rescheduled once because the installers could not take the route to my house they wanted to take. My wife and I both work and one of use have to take a vacation day for deliveries. It is not good to get a call from some foreign call center person DURING the delivery window to let you know that the delivery will need to be rescheduled. 

The second time was the charm for the washer, professionally installed and working well. Not so much the dryer.

I received a call a few days prior to the scheduled date to let me know that the item is not available at the time and have to reschedule. This happened TWICE, everytime getting pushed out by a few weeks. After the second time I went in to the Minnetonka store (where I made the purchase) to talk to someone to see what could be done. I was helped by Jaylen {removed per forum guidelines} (Pacific) who confirmed that the dryer was on backorder, and that a future date would be a guess at best. He managed to locate an open box version of the exact dryer in the Eagan store, and attempted to contact someone there, but apparently Eagan was not answering their phones. 

After a couple of hours waiting for him to be able talk to someone in Eagan I called the stored, was routed through some call center, and eventually ended up talking to someone (Jeff?) at the Eagan store. He allowed me to purchase the dryer over the phone, and schedule the delivery/installation for tomorrow (7/20) so that I would not have to lose another day's work waiting for a BB delivery. Jayken cancelled the original order and I again felt good about my purchase - I bought an item that is in stock, so no more issues with backorders, right?

Yesterday I received an email "letting me know that your order Samsung Electric Dryer needs an update. Your appointment cannot be completed as scheduled, so we are reaching out to help you select a new delivery time." requesting me to call or go online to reschedule.

I need someone to look into this, fix whatever the issue is, and take ownership to see it through to conclusion.

[JoeMoll]

Update 7/33/2019 (52 days after original purchase)

A few hours after I first posted I received an email stating "We'll see you tomorrow" reminding me that the delivery/installation team will arrive sometime between 11:00am and 1:00pm. Having received an email the day before letting me know that the appointment could not be completed and needed to be rescheduled, I did not quite know what to make of it, but decided to make sure I stay home during this timeslot. 

My hopes went up when I received an email at 12:11 letting me know that the "Agent is on the way!" and is expected "to arrive at approximately 12:15" - surely that meant my dryer was on the back of a delivery truck and within 5 minutes of my house? Nothing, until 1:25pm when I received another "to let you know that your order Samsung Electric Dryer needs an update. Your appointment cannot be completed as scheduled, so we are reaching out to help you select a new delivery time." email, again requesting me to call or go online to reschedule.

Day 52 since my original purchase, and I still have no clue as to what the issues preventing me from getting what I paid for are, or when I could reasonably expect to have an actual delivery and installation. I have received 11 emails from BBY since posting this, all trying to sell me something. It is somewhat curious that BBY has not responded to any of my emails requesting updates or action, or even to this thread. 

I need someone to look into this, fix whatever the issue is, and take ownership to see it through to conclusion.

[JoeMoll]

I need someone to look into this, fix whatever the issue is, and take ownership to see it through to conclusion.

[JoeMoll]

55 days since my orginal purchase, and I still do not have a dryer. 6 days since my first post on this forum, and not a peep from BBY. Wondering what my options are.

[JoeMoll]

After being ignored on this forum (the only response was an edit to my original post to correct a forum rule infringement) I tried calling a service representative to reschedule, but after a couple of times experiences long hold times I tried the online appointment scheduler again. This time it worked, and I was able to get an appointment for just a few days out. Not having been able to speak to anyone to determine what the prior issues preventing delivery commitments from being honored were, I took a leap of faith and another unpaid day off work to be available. This time it worked as expected for the most part (couple of exceptions mentioned below) and my dryer was delivered and installed. Two whole months to the day after my original purchase of the washer dryer pair.

What went wrong with the delivery/installation?

1. I received all the expected email notifications keeping me statused. This time I also received phone call letting me know what was happening. But only because I forwarded my home phone to my mobile. We do not use/answer the home (other than for security purposes) and I have asked BBY at least 3 times to make sure that the numbers is removed from their records. Looking at my online profile I do not see any reference to it. But, customer service and the service crew called that number. Fix your systems and data.
2. When the delivery/installation crew arrived they looked at the old, defunct dryer occupying the space where the new one should go and said they cannot complete the install, as no haul-away fee has been paid. I explained that I would greatly appreciate if they could move it to the garage, which is literally 24 steps away (I measured it afterwards.) They told me that it costs $20 dollars for that service, and when I relayed that I had the conversation with the original salesperson at BBY who said that typically the service people do not mind doing that as long it is a short distance, the response was “We do not work for Best Buy.) I ended up uninstalling the dryer and moving it out of the way, and later moving it to the garage myself. I know that it is not BBYs fault or concern, but I would have preferred not having had to do that, as I am still recovering from recent knee replacement surgery.
3. When the previous crew installed the washing machine (they did move the old one to the garage, btw.) they showed me the various parts of the installation, walked me through basic operation of the washer showing me how it works, and asked me if I was satisfied with the installation. Not this time. I was asked sign to indicate that the installation was done, and that was it.

I used to be, but am no longer BBY fan.

[JoeMoll]

In my opinion BBY service has never been consistently stellar, but I found that most times when issue arose someone stepped up and made things right. Not so much this time. It will be difficult for me to continue being a BBY customer.

2 full months after I purchased a somewhat high-end Samsung washer/dryer combination from the Minnetonka BBY store, both are finally installed and working. I made the original purchase on 5/31, and on 7/31 the dryer was delivered and installed. This is extremely bad customer service, made worse by a lack of communication, and bad service all round. I have been a solid BBY customer, buying all appliances and electronics from them. 3 complete sets of appliances (range, oven, dishwasher, fridge, freezer, microwave, etc.) to date: two for our previous house, and 1 set for our current home. This is in addition to numerous big screen and smaller Tvs, home theater equipment, audio receivers, whole home speakers as well as a plethora of personal electronic devices (phones, tablets, smart watches, etc.)

We built our current house 14 years ago, so the appliances have started to need replacing. We replaced the dishwasher (BBY purchased Bosch model) last year, and the next items were the washer/dryer combination. I am sure the other appliances will follow in the next year or two. I think I will look at other alternatives to prevent a repeat of the last experience.

[Karina-BBY Retired: Senior Social Media Specialist]

Hi, JoeMoll,

Welcome to Best Buy’s online community. I appreciate your patience as you wait for our reply. Purchasing two new appliances can be exciting, especially since you have had them since you built your home 14 years ago. I am glad that you entrusted us at our Best Buy Minnetonka, MN store location for your washer and dryer. Based on not having an appliance within the estimated time frame and not having a consistent communication on the appliance whereabouts, does make it sound like thing may have gone awry during scheduling and installation. So, I'm glad you've reached out to let us know things didn't go as planned. 

As I understand it's been some time since your post and you may have sought assistance through our other channels, I am glad to learn that your order was delivered.  Two months is not the ideal time for a delivery, and our team is happy to review your purchase to how we can make sure that your next experience is improved. 

Please feel welcome to send a private message with your name, phone number, email address, and order number if you are still in need of assistance. To send a private message, log into the forum, and select the Private Message option from my signature bar. 

Thank you,