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New Member
Posts: 3
Registered: ‎07-29-2022

Dishwasher Nightmare

[ Edited ]

To whom it may concern: 

I would ask that you please take the time to read this letter. While it is a form of venting, it is also about the customer service that I have been receiving around the dishwasher that I purchased from your online store on July 4th, 2022. 

My wife and I needed to purchase a new dishwasher. After talking about it for several weeks, researching, and talking some more, we decided on a Samsung dishwasher. We were able to get an install date of July 13th, 2022. All of this went through with zero issues. The company delivered the dishwasher, removed the old one, and installed the new one in less than 30 minutes. At this point, my wife and I are happy and did not regret paying the 179 dollars for the installation. 

On July 15th, 2022 the issues started. The dishwasher gave us an error of LC. Looking this up I find that means a leak. So we stopped using it and called Best Buy. The young woman that answered said there was nothing she could do as the installation company has not confirmed that the unit was installed yet, and she would have someone call me back on Monday the 17th of July. We never got a call. On July 18th, 2022 I contacted Best Buy and told them what was happening. The person on the phone was super nice. He even said what I was thinking, it was not installed correctly. So he told me he was sending out someone to check the installation and if needed they would swap out the units since it only worked for 2 days. 

The installers showed up on the 19th of July, 2022. They found the installation was correct, but the dishwasher was leaking internally. I contacted Best Buy and explained that knowing they would have to either service or swap the unit, and the person I talked to said they would swap it. I was at work on a break when I contacted Best Buy, so I was not able to look at the receipt for the delivery, uninstall and reinstall the appointment until I got home. When I look I see that it is set to only deliver a new unit, not uninstall or re-install the new one. So I called Best Buy yet again. The person I spoke with noticed it right away and said that she would fix it. She told me that the new order included the delivery, uninstall, and installation of the new dishwasher. This was scheduled for the 21st of July. They never showed. 

We finally got it scheduled again for the 25th of July 2022. This time the driver called and asked if the old one was removed. We informed them that no it was not, as he was supposed to do it. He told us that he did not know how to uninstall a dishwasher. He was the one that was supposed to install the new one though. Not too sure how you can know how to install, but not uninstall. So the driver showed up at our house, my wife was making room for him to just leave it, but he stayed in his truck and never got out. I was able to watch that on my home security camera. The driver never even came to the door. 

So I contacted Best Buy yet again. This time I was able to talk to a supervisor and he was great. He looked at the issue, acknowledged it, and told me what he was going to do to correct it. We now had a delivery and installation of a replacement dishwasher set for the 29th of July. 14 days after my first call, I hung up feeling like things were going to be alright. 

I wish I could end there, but it is not to be. On the 27th of July, I got a call from a delivery service. They are asking about the delivery on the 29th of July. They informed me that they were not told they were to deliver it. So the delivery service called Best Buy and was working things out. While I am waiting to hear back from them I get another call about someone installing a dishwasher today. They did not have it but were on the way to my house. I have zero ideas what that is about. About fifteen minutes later I get another call from the delivery company saying that I will be getting some updated texts and emails for my order on the 29th. They needed to get it worded correctly. About an hour later I get a text saying my delivery is now scheduled for August 1st, 2022. A date that no one is available to be home. I attempted to contact Best Buy, but the agent and the supervisor (Harris) were extremely rude. I am just attempting to find out why things changed. Zero answers. I called again and the person that I was talking to again was extremely rude. He said oh well it is this date or nothing. 

So I have this scheduled for the 1st of August, 2022. I will have to rearrange my schedule to accommodate your company, and I have zero faith that it is going to happen. I have learned a lesson though, never buy appliances from Best Buy. If it was not for the fact that most of the employees in your store are awesome, I would stop doing business with you together.

I, unfortunately, get to add yet another chapter to this sad story of poor customer service. Today, the 29th of July, I get a call telling me my appointment has to be rescheduled. I was at work so back to the text. Now it has to be rescheduled for the 4th of August. “It was written up wrong” is what I was told. When I questioned once they canceled my appointment why can they not just reuse it to reschedule me back into I was told that something like that is impossible. It is not, no one wanted to do it. Since zero people can be home on the 4th of August, I am being forced to take a day off of work. I get to lose out on a day of pay, and I will bet that Best Buy will fail to show up or cancel yet again. I looked at the ticket they have scheduled for the 4th and already know it is wrong. I even tried to call to get it corrected to keep that date. See you sent me a text. You have uninstalled and installed scheduled for the 4th of August, and delivery scheduled for the 5th of August. 

Although I know this will never get a response as I have lost all faith anyone cares at Best Buy, if the people show up on the 4th and do not have a dishwasher, I will have them remove the current one. I will expect that Best Buy to refund 100% of my original purchase, including installation. I mean I have never yelled at any of your people. Not even the managers, and not one seems to want to help me.  

Can I please recommend that you hire someone willing to look at situations and go the extra mile to help a customer? In this case, I had a dishwasher for 2 days before it failed. It will have taken 25 days to fix this issue. That is assuming they are going to do what I am being promised. Please do not allow any other customer to go through this, especially since it is the easiest solution in the world.  

I spent 18 years in retail, before a career change. All of that was in customer service. At no point would I have allowed this to go on this many times and not cared. I would have been fired and/or fired one of my employees for knowingly putting a customer through this. Not even the managers/supervisors are willing to help. When I asked once to speak to the supervisor's boss, I was hung up on. 

 

Hoping you never have an issue like this at any store you do business with. 

 

I am including the tickets this has had associated with it. 

Original Purchase: {removed per forum guidelines}

Order Number: {removed per forum guidelines} (This has been redone several times)

Case ID: {removed per forum guidelines}

Posts: 36
Topics: 1
Kudos: 7
Solutions: 11
Registered: ‎12-07-2021

Re: Dishwasher Nightmare

Hi, fam4w2, 

 

Thanks for reaching out to us here on Best Buy Forums. This is far from the experience we want any of our customers to have. I can certainly understand your frustration with trying to get a working dishwasher in a timely manner, and this sounds like quite the ordeal. 

 

I would be happy to take a closer look into this case and assist however I can. To get started, kindly send me a private message with your full name, phone number, and email address.

Ravi|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-29-2022

Re: Dishwasher Nightmare

An update to this. It is hard to believe it is still going on. They finally came to deliver the new, take out the broken one, and install the new one. They open the box for the new one and, it is damaged to the point it cannot be installed. So back to the starting point. I did get them to take the bad one though.
Posts: 13
Topics: 0
Kudos: 7
Solutions: 0
Registered: ‎11-08-2021

Re: Dishwasher Nightmare

Hello, fam4w2,

 

Thanks for reaching back out on our Forums. We certainly understand the frustration you have had with this. I'd like to take a look to assist in any way I can. Could you send me a private message with your full name, number, and email?

 

Kindly,

Graham|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-29-2022

Re: Dishwasher Nightmare

Thank you. I just wanted to post an update. I am working with your corporate office and they are slowly restoring my faith this will be taken care of.
Posts: 13
Topics: 0
Kudos: 7
Solutions: 0
Registered: ‎11-08-2021

Re: Dishwasher Nightmare

Sure thing! We are always here to help if you ever need us. Glad to hear they are assisting, hopefully our teams can get this all resolved for you.

 

Kindly,

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