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New Member
Posts: 2
Registered: ‎02-04-2020

Complaint and Escalation for Issue Remediation

[ Edited ]
I am writing this email to discuss an extremely unpleasant Best Buy experience that I am going through at the moment.  I ordered an Over-the-Range Microwave from Best Buy online, with the option to have a Best Buy team install it for me.  The team arrived at my apartment on Feb 1st to install the microwave.  Upon the microwave installation, they realized that the microwave was defective.  At that point, the installation team told me that they will leave the microwave installed and all I had to do was call in later in the day to reschedule service so they bring a new microwave to install and swap out the defective one.  Since that point, it has been 4 days and ~10 calls to Best Buy and the situation is still not resolved.   On multiple calls, the customer service agent indicated they have "escalated" my issue with the delivery and installation department, and things should be updated within 12 to 24 hours.  On the most recent call I just had (2/4/2020 at 1:30 PM), the customer service supervisor indicated that NONE of those "escalations" were actually filed and he was the first to "dispatch" my issue to the right case managers.  As of this moment, I am told to wait another 24 hours in hopes this is working, but with no optimism that it will.
 
This process has been incredibly frustrating and I have spent at least 2-3 hours on the phone over 3 days with your customer service departments.  Over that time, I have been hung up on by your agents 4 times, and the other agents apparently did not take steps to actually remediate the issue.  The worst part is that each one of those agents lied to me that they DID take care of the issue, which likely meant they just punted me down to the next person.
 
While I have no idea what can or will be done through this email, I wanted to get this account on file outside of the customer service workflow in hopes that someone can be helpful.  I have also included some information below if that can be helpful:
 
A few agent case #'s: {removed per forum guidelines} and {removed per forum guidelines}
 
Thank you!
Posts: 1,041
Topics: 56
Kudos: 256
Solutions: 63
Registered: ‎11-30-2015

Re: Complaint and Escalation for Issue Remediation

Hi, jwong77721,

Thanks for taking the time to share your experience with us.

I live in a mixed household. I'm definitely reliant on the stove, and my husband is reliant on the microwave. I'm sorry for any inconvenience that these delays have caused you. Can you please clarify if you have been calling our general Customer Care number at (888) 237-8289, or have you been calling our Geek Squad Client Care team at (800) 304-1259?

 

Best,

Fey|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎02-04-2020

Re: Complaint and Escalation for Issue Remediation

At this point, I’ve called about 10 times to both numbers. And no one has been able to help. Even got hung up on 4 times.
Posts: 1,041
Topics: 56
Kudos: 256
Solutions: 63
Registered: ‎11-30-2015

Re: Complaint and Escalation for Issue Remediation

Hi, jwong77721,

I would be happy to double check the status of your cases, and see if we can help get you in contact with someone in the event that things are not processing through as they should be. To get in touch, please send a Private Message with your full name, email address, and phone number. You can find a link to send a Private Message in my signature.

Best,

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