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Posts: 1
Registered: ‎09-14-2021

Complaint - Compensation and Issue Resolution Policy- The Sequel

[ Edited ]

My wife recently posted a complaint (see below).  After going back and forth with @Wesley-BBY  (assuring her that safety and customers do come first), she was told that because I purchased the product in question, that I had to be the one to log the formal complaint.  Yet another ridiculous BB policy.  That said - here is the post and for reference to whomever we are passed off to:  the case ID is {removed per forum guidelines}.



Complaint Compensation and Issue Resolution Policy

I sent the below email two weeks ago and not one person responded to me.  I had hoped to resolve this without posting in a public forum... Regardless - 


On 7/28, we purchased a Samsung washer and dryer. This was initially delivered and installed on 8/3.  After a week, the dryer would start and then would turn off, and then eventually stopped altogether.


When my husband looked to see what was wrong, he noticed three melted wires, and a burn mark on the back of the unit.  We contacted Best Buy and scheduled a return and installation of a new unit for 8/17.  When this dryer was installed, it was not working properly, and the installer was not comfortable leaving us with a broken dryer.


Additionally, that installer was able to identify immediately what the problem was with the first dryer:  the wires cannot touch (for the exact reason that happened) and therefore need to be installed with a clamp.  In this case, the clamp was absent.  I again contacted Best Buy and was able to get a 3rd dryer installed on 8/20.  Fortunately, after 3 tries and almost a month after the initial purchase was made, I have a working dryer.


My complaint is this - when I contacted Geek Squad (as I was told to do) to discuss the situation, I was told any compensation for my 'inconvenience' would be done in the form of a gift card and that this was Best Buy policy. My house could have burned down, and we get "sorry for the inconvenience, please come spend more money with us?" Customer service is a very large part of the work I do, and as I see it, this is what we call a company friendly policy, and not a customer friendly policy.  Not ok, Best Buy.  Not ok.


If it was just a broken dryer and we had to wait a week, and had to take my laundry to the laundromat, THAT is an inconvenience.  But when something is installed incorrectly,that very clearly created a fire hazard, then I see this as more than an inconvenience.  I have a family with two little kids, and I do not want to think of what could have happened.  I'm sure you all don't either. 


Please have someone contact me via the email account on file, and we can hopefully resolve this issue. 


Last, and more importantly please work to update your training so that what happened to us won't happen to others, with a worse outcome


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Registered: ‎08-21-2017

Re: Complaint - Compensation and Issue Resolution Policy- The Sequel

Good afternoon, loesismore,


Welcome to our community forums and thank you for taking the time to bring this delivery and installation experience to our attention. We strive to provide expert service every time we visit your home so it is certainly concerning to hear that you had such a difficult time getting this completed. I would be more than glad to make sure your feedback about this experience gets to the right place.


As Wesley mentioned, our Privacy Policy does require that we speak to the original purchaser of an order or product in order to review or provide information. In accordance with this, I will need to get some additional information so I can document this here at our Corporate Campus.


Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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