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New Member
Posts: 7
Registered: ‎06-25-2021

Has Anyone Been Able to Connect with Customer Service today?

Delivery supposed to happen today (6th continuance of oven delivery ordered in December - blah, blah, blah, took another half day of work - same as everyone else).

 

No call day before to confirm so I called customer service to confirm delivery today - wait time 11 minutes so pressed 1 to get a call back.

 

No call back after 60 minutes so I dial and stay on hold.  Call drops after 50 minutes on hold.

 

Call again request another call back.  

 

My Pacific Sales store is closed on Mondays so cannot call them.

 

Sent private email to customer service person on this forum who has attempted to help me before.

 

3 hours in have not been able to connect with a human.  And needless to say, the oven has not been delivered (yet). 

 

And please, Best Buy.  Do not send me a canned "buying appliances should be an exciting time in your life...[insert relatable personal experience here]" response.  

 

 

New Member
Posts: 7
Registered: ‎06-25-2021

Thermador Bought in December - now delayed to October!

So after sitting around for another missed delivery appointment with no advance call that it would be missed, Best Buy just called.  My Thermador wall oven, bought in December 2020, is "unfortunately on back order until October".  But they're very sorry. I asked if he meant October 2021. 

 

Then he unironically asked if I prefer a morning or afternoon appointment.  Dude. I don't care.  "Appointment" means something very different to Best Buy than it does to me.

 

 

 

 

Best Buy Employee
Posts: 2,407
Registered: ‎01-09-2015

Re: Thermador Bought in December - now delayed to October!

Sounds like Whirlpool still has not reconfigured their factory to build thermador appliances, these are built in small batches and retailers are at their mercy when this happens. I’m guessing this is due to the boutique nature of the brand and they haven’t reached their magic number of pre-sold units yet. This is the longest wait times I have ever seen, and despite consumer spending at the level it’s currently at I can only imagine what whirlpool is waiting on.

Any time a representative performs a reschedule, it will request what time of day is preferred. This isn’t meant to antagonize, you can simply tell them you have no preference and they’ll pick for you.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 7
Registered: ‎06-25-2021

Re: Thermador Bought in December - now delayed to October!

I appreciate the insight!  Thank you!  

Best Buy Employee
Posts: 2,407
Registered: ‎01-09-2015

Re: Thermador Bought in December - now delayed to October!

I just re-read my post, and I want to correct one thing.  Thermador is BSH, not Whirlpool. They are both big appliance conglomerates, but definitely different companies.  Not sure if I am losing my mind or not, but the rest of the details still apply.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Has Anyone Been Able to Connect with Customer Service today?

Hello, wheresmyoven,

 

Thank you for reaching out to us. I’m sad to hear that your item is sill not yet with us, as I’ve learned that it is still on a vendor backorder status. Currently, we are estimated to receive it in early October, and I can see that the order has been rescheduled for the soonest projected delivery date. I apologize if this was not communicated to you in a timely fashion, as we would never intend for any confusion.

 

Please note that the current global health crisis has led to many supply chain disruptions, and it’s possible that there may be additional delays in the manufacturing process. Since some time has passed since the order was placed, it may be prudent to consider choosing a more readily available alternative unit.

 

If you had wished to consider alternative units, I’d be happy to reach out to a store location near you to request that they contact you to provide further assistance, or to connect you to an expert via our Virtual Consultation service. You should be able to chat, call, or schedule and appointment to speak with an Agent that would be happy to assist you with selecting a rang that would fulfill your needs while adhering to budget guidelines. More info can be found here.

Scott|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: 7
Registered: ‎06-25-2021

Re: Has Anyone Been Able to Connect with Customer Service today?

Thank you for your response; I want to let you know that I availed myself of the Best Buy Virtual Consultant; unfortunately, Best Buy still does not have any products, but the consultant was very nice.  He tried his best.