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Posts: 1
Registered: ‎08-13-2020

Incomplete Install and RUNAROUND

Someone, please help me to expedite my issue!


Late June, we purchased a new washer and dryer. Upon delivery, the delivery team noticed that both the washer and the dryer had been damaged at the manufacturer. They suggested that we request new units. We were able to keep the damaged units until the new ones were available (they were on backorder). 


Our original re-delivery date was 7/31. Our re-install was rescheduled twice becuase they weren't able to pick up and deliver on the same day. On 8/8, the technicians arrived to pick up the damaged units and install the new units. The technicians left while I was in the restroom - left garbage everywhere, didn't level or test the units (they were still in the wrapping from the manufacturer) and caused damage to nearly every surface they came in contact with. I did not feel safe to operate the units without the units leveled and the technicians testing them while on-site.


The re-re-install was yesterday, 8/13. Come to find out, during the 8/8 visit, the technicians were not able to close the gas valve to the dryer all the way, causing a gas leak in our home! They said that I needed a new gas valve from the gas company, and that as soon as that was done to call back in and they would have a technician out to finish the project today. Gas company did what they needed to do. I called back, and the customer service person couldn't guarantee that someone would be out today, but could get me on the schedule for Monday, 8/17.  I called back again later in the day, where a customer service person contacted dispatch ajnd confirmed that someone would be out by end of the day. When that didn't happen, I chatted with an agent that said they re-set my install request, and that someone would call me in the next few hours to confirm my new appointment. Again, didn't happen. 


So, now I don't know if someone will be out to complete my install, if ever. This entire process has been a cluster. No one to say "Here's my direct line, call me any time" or "This seems to be an issue that's gone on long enough, let's get this fixed for you." Complete lack of compassion and accountability. I have spent HOURS trying to get someone from your company to fix something that should have been done right the first time. This is completely unacceptable.


Posts: 6,249
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Registered: ‎08-21-2017

Re: Incomplete Install and RUNAROUND

Good afternoon, ridoutsinricela,


Thank you for taking the time to visit our community forums. We strive to make the appliance delivery installation process and smooth and easy as possible and I apologize that this hasn't been your experience so far. I would be more than happy to give you some details about how to get assistance moving forward with this order.


Our Geek Squad Client Care team has access to the tools needed to determine the best options to help you moving forward. They can be reached out (800) 304-1259 between 8 a.m.–9 p.m. CT, 7 days a week. Please do let me know if I can assist you with anything else or if you questions related to other matters!



AndrewB|Social Media Specialist | Best Buy® Corporate
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