07-08-2021 05:10 PM
I purchased a gas dryer at BestBuy on 1/16/21 and scheduled an installation on 7/22/21, to disastrous results. BestBuy outsources its appliance delivery/installation to a third-party company, which did a terrible job, necessitating three appointments, because of installer incompetence and carelessness. The initial installer spoke little English, broke my gas shutoff valve and proceeded to attach my dangerously clogged vent duct to the dryer (a clear safety violation), until I objected and told him to retrieve my new duct from his truck. He, then, attached the new vent duct incorrectly, leaving off both elbows. Finally, he neglected to bring the dryer leggs and my new gas hose. He attached my old gas hose to the dryer, despite the broken gas shutoff valve--two additional safety violations. After this disastrous experience, I needed two additional appointments to have the dryer fully and correctly installed -- a total of three appointments. These appointments (each with a 6-hour delivery window), along with the numerous phone calls to various BestBuy departments --BestBuy Customer Care, Delivery & Installation support line, Large Product Fulfillment Resolution (LPFI) and Geek Squad Customer Care-- wasted hours of my time.
As for the broken gas shutoff valve, a BestBuy customer care rep. filed a property damage claim for me and advised me to wait for the response before having the damage repaired. He did not mention that I would need a photo of the damage. However, the second installer (who also neglected to bring the new gas hose) told me that, because of the broken valve, he was not able to tell if the gas was on or off, which was very unsafe situation. Therefore, I went ahead and had a plumber replace the valve, that very day. You don't fool around with a possible gas leak!!! I subsequently was contacted by the insurance company that handles the damage claims and was, at this point, told that I would need a photo of the damage. No one had informed of this, despite my numerous phone conversations with BestBuy staff. At the time of the repair, I faced a dangerous situation that needed to be addressed immediately. Even if I had known about the required photo, I had no means to take a photo. I am furious that this shameful communication lapse may prevent me from getting compensation for the property damage, through no fault of my own. After this experience, I will avoid purchasing anything at BestBuy again.
07-08-2021 05:42 PM
Welcome to our community, Beanbrain,
Thank you for reaching out to us. We want every appliance installation to be perfect, and I can understand your concern if your delivery and installation experience did not live up to the quality standards that we strive for. I'm disappointed that you were put in this situation in the first place, and I can only imagine how upset I would be if an error was made that put my safety at risk, let alone the safety of others at risk as well. I wanted to thank you for bringing this to our attention, and to let you know that I would be happy to document this here at our Corporate Office.
To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.
07-13-2021 04:14 PM - last edited on 07-14-2021 08:46 AM by John-BBY
Thank you for confirming the information. I was able to locate the purchase.
As I know from my own experience, a new product should be installed effortlessly and with the highest quality standards, and I’m sad to hear that your experience may have been the exception to the rule. We appreciate you sharing this with us, as we are always looking for opportunities to improve the customer experience through all aspects of our business, one of the largest being our in-home delivery and installation services.
I can assure you that your concerns have reached the right place. I work at the Corporate Office, and would be more than happy to document and to share your feedback from your experience internally. We’ll use this feedback to help us address any coaching/training opportunities going forward, and we'll use it to help us provide a better experience for you in the future.
I sincerely hope you will consider giving us another opportunity to serve you better in the future, and please don’t hesitate to reach back out to us again if you need further assistance.
07-20-2021 05:31 PM
Hello, Scott. Yes, please use my dreadful experience to improve training for your appliance installers. This, however, hardly makes up for my inconvenience and frustration of needing three installations to get the job done, not to mention, all the wasted time on the phone, trying to reach the “right person” at Best Buy. My initial installer’s incompetence, utter disregard for my safety and blithe destruction of my property are clearly not unprecedented in Best Buy customer reviews. I would think that the numerous complaints on this site, all of them preceding mine, would afford your corporate headquarters ample opportunity to improve installer training, without the addition of mine.
07-21-2021 11:17 AM
Please know that you’ve reached the best place to share feedback, as my team is based out of the Corporate Office, and providing official responses on behalf of Best Buy. We take incidents like this seriously, and I’ve gone ahead and have shared your feedback for internal review. We appreciate you sharing this with us, as we are always looking for opportunities to improve the customer experience through all aspects of our business, one of the largest being our in-home services
When incidents happen that result in potential damage to your home, we partner with Sedgewick Claims Management Services to make sure that these cases are investigated by an outside party. Do you know if you have filed a claim, or have an existing claim number? Please let me know, as I would be happy to initiate the clams process if needed.
Just to make sure that we are on the same page, any damage claims filed by Best Buy would be related to potential damage caused by the installation of the unit. If there are damages unrelated to the installation of the unit, it would be a good idea to report these additional damages to your homeowner’s insurance.