Delivery & Installation

[atwolf]

I ordered a Samsung Washer and included delivery and installation service. Delivery was scheduled for yesterday between 7 AM and 1 PM.

I called support at 2:30 PM, was told that agents were running behind, but that it would be delivered, with a 30 minute call ahead by the agent.

I called support back after 7 PM. While on hold with support, I received a voice mail from the installer that said "it got too late, call the 800 number to reschedule". That was it - the total message.

When the CS agent came back on the line, I advised her of the voice mail I had received. She said that she could not reach a manager (?) to escalate, but that I would receive a call first thing today.

Of course, I did not receive a call. So I have now called CS back. The CS agent said that the item was not returned to the warehouse by the installer, and that I needed to wait 24 hours to reschedule. I told the agent that that was unacceptable, and that this needed to be escalated to a manager. I have now been on hold over 38 minutes waiting for a manager.

This is amazingly poor customer service.

[atwolf]

Well, to be clear, no way treat any customer...

So after 50 minutes of hold time, I spoke with a supervisdor, who stated she was going to forward information to the folks who can change the status and reschedule the delvery, supposedly for later today. I received a case number, and was told to just wait on an email that will have the new delivery.

I'm not holding my breath...

[atwolf]

As I expected - called CS 7 hours later and NOTHING has been done. Washer still shows "in transit", which means nothing can be done. I can't cancel the order, I can't get a new appointment, nothing.

And apparently Best Buy team members no longer respond on these forums. So the "no customer service" issues exist at the local warehouse, installer, 800 customer service, and corporate levels.

No one at Best Buy seems to care enough to, you know, actually make something happen. As someone who has been in Elite or Elite Plus status a lot over the years, that's sad.

I was told to call and check back later tonight. I wonder what it would take for someone at Best Buy to to actually track this case and call me - a call to CS tonight will be my 5th call. And I'm no closer to getting a washer delivered than I was yesterday.

[atwolf]

Several more calls, with the same result - the washer is still stuck "in transit", and no one at Best Buy seems to be able to do anything to make that status change.

This has gone from ridiculous to absurd.

Everyone apologizes, everyone says how unusual this is, and no one fixes it.

So what comes first - we get our washer or I have a stroke? 'Cause my blood pressure is w-a-y up.

Not even sure why I'm adding to this thread. This seems to be just as big of a dead end as every other avenue.

[jdogg836]

From the Announcement on the Front Page of the Forums:

"Due to high incoming post volume, our current response time is 5-6 days. Please review floated posts and solutions posted, as this may assist you in answering your concerns. For more immediate assistance, please contact us at (888) 237-8289."

I wouldn't call this forum a dead end, the moderators haven't been given enough time to reach your post yet. This forum is intended to connect you with employees out of the corporate office, but does not replace the normal channels for support.  I know they appreciate your patience as they help the customers ahead of you.

[Jenni-BBY Social Media Specialist]

Hello, atwolf!

Thanks for reaching out and sharing these updates. Getting a new washer should be exciting, and I am sorry to hear that yours was unable to be delivered when originally expected. Since posting, has this delivery been rescheduled for you? If not, I am happy to see what may be possible!

Best,

[atwolf]

The washer was finally delivered and installed 9 days after the failed first delivery. Total calls to customer "service" to get the washer out of "in transit" status and a new delivery scheduled: 7. Requiring a customer to make repeated calls day after day to get Best Buy's error corrected reveals an astonishing lack of caring and accountability.

"It's still in transit, but we'll get that fixed", "It's still in transit, but we'll get that fixed", "It's still in transit, but we'll get that fixed", "It's still in transit, but we'll get that fixed, but it takes 24 hours to update", "It's still in transit, but we'll get that fixed, but it takes anywhere from 24 to 48 hours to update", and on and on...

I stand by my assertion that this forum amounts to a "dead end". An escalation to corporate that requires a 7 day response is pretty useless. Here's a radical suggestion from a former CIO - HIRE MORE STAFF - you are doing significant damage to your company's reputation. We now have a slew of friends who will NEVER consider Best Buy for an appliance purchase after hearing our story.

As far as the delivery, installation, and haul-away, the agents were capable and professional. So at least there's that.

[Jenni-BBY Social Media Specialist]

I am happy to hear that your delivery and installation are now complete!

I also appreciate the feedback that you have provided. It is important to me that our customers are heard, and I would like to document your experience here at the Corporate Office. For me to do this, can you please send a private message with your full name, phone number, and email address, along with any additional details that you may wish to have notated? You should be able to send a private message by clicking the blue button under my signature. 

Best,