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New Member
Posts: 8
Registered: ‎02-18-2020

Installation

Hi, we purchased a top line Samsung washer & dryer set in late Dec 2019. We started using the set and noticed that the washer on spin cycle was making a loud thumping noise. We have never owned a premium set like this and thought it was a normal break in period. It didn’t stop but seem to get worse. Before calling Best Buy, I asked a plumber friend and he said to check the water lines were connected properly, and they weren’t, hot and cold were reversed. We had a repair appointment scheduled Feb 12/2020 to check everything else and the diagnostics concluded after lines were properly installed the washer was working well. The installer went to put the dryer back and that’s when several issues with the dryer came up. First the delivery team didn’t secure dryer vent with clamps, they didn’t secure the dryer to the pedestal, and they didn’t attached steam line from the washer. The tops of the washer and dryer were pitted with dent marks as well. The installer ordered new parts, and a service appointment was made for tomorrow Feb 19/2020. FYI, The next morning we used the dryer and discovered that the gas line from the previous day repair was not turned back on. I am hoping all this will be documented with the complaint dept, and reaches your leadership team to help with future training/quality control.
Posts: 1,020
Topics: 75
Kudos: 195
Solutions: 50
Registered: ‎10-19-2017

Re: Installation

Hi there, Paintcan,

 

Welcome to our Best Buy community forum! 

 

We know that getting a new washer and dryer is a big deal, so we are honored that you decided to come to us for this purchase. That said, it hurts me to hear that your installation wasn't the stress-free one we intended.

 

You should be able to sit back and relax knowing that your washer and dryer were set-up correctly by our Agents, so I can understand why you'd be concerned when it started to seem like something wasn't hooked up as intended. I know that would bother me as well, so while I wish that things had gone differently, I'm glad you took the time to report this to us. 

 

My team is located at our Corporate Office, and I would be happy to document your feedback as requested if you use the "Private Message" option to send over your full name, phone number, and email. 

 

Other than that, I recommend reaching out to our Geek Squad Client Care team, by calling (800) 304-1259. They can be reached 7-days a week between 8 a.m. to 11 p.m. CT, and would be your best option for assistance with your washer and dryer appointments going forward. By calling that number, a case manager should be assigned to your order, who can help things go more smoothly with the team redoing the install, as well as touch base with you after the appointment to see how things went.

 

Cheers,

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎02-18-2020

Re: Installation

They were not set up correctly. That is the context of my complaint. Thankfully the installer had integrity, and he informed me of the several missed items upon installation. Geek squad and the warranty dept have both been contacted, and hopefully this ordeal will be fully remedied at tomorrow’s service call. I have not received a case manager, nor was I offered one per my complaint. Geek squad would only offer the warranty number.
Posts: 1,020
Topics: 75
Kudos: 195
Solutions: 50
Registered: ‎10-19-2017

Re: Installation

Hello, Paintcan,

 

I understand that your reason for reaching out to us is that your washer and dryer were not correctly installed, so I apologize if my response didn't convey that. What I was trying to say is that our intention is to set up everything correctly the first time around, so you can just relax and not have to worry about it.

 

That's why it hurts me to learn that was not the case with your purchase. However, I'm glad that someone is coming out tomorrow to correct things.

 

I see that you sent me a Private Message with more information. I'll check that out now and respond there shortly, so we can discuss this further.

 

Cheers,

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎02-18-2020

Re: Installation

Hi Elle, it appears that the communication gap continues to compound. I had an apt scheduled today 12-2pm pst
It is now 3pm pst with no contact from geek squad. I called the warranty number 10 mins ago and she said that no changes were made per today’s appt. she is reaching out to the installer for update. Is this normal company protocol. I am really disappointed in customer service all the way around. I am however very happy to be provided the forum and the opportunity to document my experiences with our Best Buy purchase, installation, repair, and customer service. FYI, I am unable to open your last private message.
Posts: 5,838
Topics: 197
Kudos: 556
Solutions: 287
Registered: ‎08-21-2017

Re: Installation

Hello, Paintcan,

 

Thank you for following up with us. Elle's last message to you had a few things we need some clarification on so we can continue to research this. Did you receive an error message when trying to view your private messages?

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎02-18-2020

Re: Installation

I cannot open private message that y’all are sending. You have my phone number and work order number. The installer did not show up yesterday. I did not receive a 30 min enroute call so that I can meet him at the house. I called the warranty number 3 times yesterday with no reply from them or the installer as offered, or receive a case manager as offered, or a receive a phone call from Elle as offered. What additional information are you needing? My questions to you after reading all the reviews on here and the Better Business Bureau website are why has your company seemed to not remedy the problematic complaints, and not willing to honor warranty work? Do y’all not want repeat business? Why do y’all seem to embrace a communication gap culture within your organization? Is this intentional? Are you following company guidelines and procedures? This whole process has been frustrating and the unwillingness to honor warranty work for incorrectly installed appliances with missing parts is reprehensible.
Posts: 5,838
Topics: 197
Kudos: 556
Solutions: 287
Registered: ‎08-21-2017

Re: Installation

Paintcan,

 

Our team is only able to provide assistance via social media so we will be unable to call you. If you'd prefer to get assistance over the phone I would recommend contacting the Geek Squad Client Care team by calling (800) 304-1259.

 

If you are unable to view private messages I would recommend clearing your browser cache and cookies. As a reminder you can check your private message by making sure you are logged on to your forum account and clicking the orange envelope in the top right corner. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎02-18-2020

Found a resolution

After several attempts to get our washer and dryer repaired which involved too many communication gaps to list, we finally have a washer and dryer that is installed properly and working well. The communication gaps were a result of bad customer service, resulting in wrong numbers, delays in repairs, and finger pointing within the Best Buy chain of command. After exhausting all attempts with customer service, we escalated our experiences to upper management and upon review of our file they were very embarrassed, and apologetic with every aspect of our purchase, delivery, installation, repair requests, and customer service. After speaking with a corporate rep, we were treated with respect, a repair date was set,(the tech arrived on time and fixed the issues quickly and professionally) and we received generous compensation in the form of a Best Buy gift card. We are happy with our appliances, and the resolution with help from the corporate office reps. If you are experiencing difficult customer service, escalate it to their corporate management team. Although our experiences were negative at times, we are happy with our top end washer and dryer, the help from corporate, and the gift card. We will buy again from Best Buy, now that we are experienced in dealing with troubleshooting products and who to contact if a future problem arises.
Posts: 12,468
Topics: 201
Kudos: 344
Blog Posts: 21
Solutions: 616
Registered: ‎01-03-2013

Re: Found a resolution

Good morning, Paintcan, 


Welcome back to the forum! It's great to hear that our support teams were able to assist in getting your washer and dryer repaired and correctly installed for you. I understand it's been quite a journey, and we appreciate the update! If you should need any further assistance, please let us know. 


Cheers!

Tasha|Social Media Specialist | Best Buy® Corporate
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