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New Member
Posts: 3
Registered: ‎08-19-2021

New Washer Defective and leaked water to first floor

I purchased and LG washer and dryer through Best Buy and it was delivered and installed. But it turned out to be defective and within 5 uses, water poured out of the washer door and through my second story floors into the first floor. I contacted Best Buy support and they filed a property damage claim. They told me that I would be contacted with further information and instruction but no one has called me. This has been a nightmare!

Posts: 1,592
Topics: 77
Kudos: 264
Solutions: 74
Registered: ‎11-23-2018

Re: New Washer Defective and leaked water to first floor

Hi, YW, and welcome to our online community!


Thank you for posting on our forum for support. Purchasing appliances is a big deal, and we'd expect everything to go smoothly from start to finish with this kind of order. I hate to hear about the issue you encountered with your washer specifically after a few uses. This is definitely concerning, and I'd like to do all I can to assist with your property damage claim update.

 

To start, please send me a private message including your full name, email, phone number, and claim number. You can find the blue option to message me to the right of my name below.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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Posts: 18,315
Topics: 2,994
Kudos: 582
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Registered: ‎09-29-2008

Re: New Washer Defective and leaked water to first floor

New Member
Posts: 3
Registered: ‎08-19-2021

Re: New Washer Defective and leaked water to first floor

Response from Best Buy is that I should expect to hear with an update "in the next 15 business days so". In the meantime, I am on my own to figure out remediation - drying out my floors and carpets and figuring out if the insulation between floors has to be replaced/removed.

 

With no sense if Best Buy's insurance will be paying for any of it or if I am on my own. Just terrible, terrible customer service.  Oh and to add insult to injury, the replacement washer was supposed to show up last week but didnt because they claimed the truck broke down.......

New Member
Posts: 3
Registered: ‎08-19-2021

Re: New Washer Defective and leaked water to first floor

Really Best Buy?  3 cancellations of delivery appointments to replace the defective washer you sold me that poured water through its door into my first floor? 

 

(1) the truck broke down and is being towed back to the warehouse, (2) the truck is too big for your street (even though I have indicated numerous times in the notes to send a smaller truck and (3) again the truck is too big for your street.

 

And still no word from your insurance company regarding the damage to my house from your defective washer......  

Posts: 6,255
Topics: 213
Kudos: 452
Solutions: 319
Registered: ‎08-21-2017

Re: New Washer Defective and leaked water to first floor

Good morning, YW,

 

Thank you for stopping by our community forums again and providing an update on your delivery. I can certainly understand your frustration to hear that your delivery had been rescheduled again.

 

Have you been able to get in touch with us to schedule a new appointment? If not, please let me know. I would be more than happy to see what help I can offer here on my end.

AndrewB|Social Media Specialist | Best Buy® Corporate
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