09-05-2019 11:15 AM
I am very disappointed in Best Buy's non-installation of our new gas dryer. The delivery occurred yesterday and the service man announced that he was unable to complete the installation because the 4 ft. $31.99 gas connector we were forced to purchase for the installation was too short and we needed to purchase a 6 ft. connector. I asked why he didn't have a 6 ft. connector in his truck since we already paid for the connector and he said he is only supplied with the 4 ft. connector. We were never told in advance to check the length of the connector we needed. In fact, we were never informed that the connector supplied by Best Buy was 4 ft. in length. We are asking that the dry be installed with the proper 6 ft. connector which must be supplied by Best Buy. Can you help? Otherwise, we will return the dryer and make sure that everyone we know does not use Best Buy. One more thing: your call center is horrible. I was on hold yesterday for a half hour and finally asked them to call me back. When they finally did I was disconnected and they didn't call me back again. I tried again and had to wait 15 min. and then my husband tried and he waited more than a 1/2 hour. Right now I am on hold for 26 min. This is a very poor level of service and you should be ashamed.
09-05-2019 12:07 PM
still waiting on hold with your customer service. 1 hr and 18 min. now. I do not want to have them call back because last time I did that I couldn't answer the phone. This is the worst customer service of any retailer I know.
09-05-2019 01:31 PM
So after 2 hrs and 5 min. on hold the Best Buy customer service answered and told me that in order to get the dryer installed I should go to the nearest Best Buy store and exchange the 4' connector for a 6' foot connector. I asked if instead the driver could bring the 6' connector when he came to install the dryer. She said they only have 4' connectors on the trucks. I asked if he could make sure to bring a 6' connector. She repeated that I need to go to a Best Buy store to exchange it. I then asked for an appointment by Saturday as I was on hold for two days (2 hrs today) and will be on vacation next week. She came back to say that the first appointment is this Monday. I repeated that I needed it installed by Saturday and asked for a manager. The Supervisor got on the phone and I explained the situation. I repeated that I should not have to drive to a Best Buy store to exchange the connector since we were never told that the given connector was 4' and we needed a 6' . The supervisor said the Best Buy store may not have it so any store will do. I said it doesn't make sense for me to purchase two connectors. She then said I could purchase the connector through her but I would have to pay for it. I said why would I pay for a 2nd connector? We finally made an appointment for the installation on Sept. 17th and I need to purchase a 2nd connector. This is the worse customer service and I will never purchase at Best Buy again.
09-11-2019 12:57 PM
Welcome to the Best Buy Forums. Thanks for posting with us.
In some areas of the country, it can be tough to find alternative laundy solutions when washers or dryers go out. I apologize for any inconvenience that this caused you, and for any interruptions it caused to your vacation planning. If you are still in need of assistance with this, please connect with our Geek Squad Client Care team at (800) 304-1259. This dedicated line is open 8 a.m. to 11 p.m. CT, seven days a week, and will get you in touch with a case manager who can assist with getting your installation completed correctly.