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New Member
Posts: 9
Registered: ‎06-25-2021

Paid for in December - not yet delivered

I understand the global delays; however, we're going on 7 months without the oven we paid for in December (without any oven at all, actually).  We have been beyond patient.  While the rest of our appliances (well over $10K worth) were delivered in February, the oven was not included, with no notice until AFTER delivery of the other items.  Since then we've been delayed another handful of times, this time to July 19 (but with the disclaimer that they can't make any promises).  Can you just tell us what's really going on?

 

Beyond the frustration of being dragged along by Best Buy, I have a question: Can you confirm when the clock starts ticking on the warranty for items purchased?  If I have a two year warranty on an appliance I bought in December, but Best Buy doesn't give it to me for months and months, can I assume that the warranty period runs from time of delivery?

 

 

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Paid for in December - not yet delivered

Welcome to our community, wheresmyoven,

 

Thank you for reaching out to us. The current global health crisis is affecting us all in different ways, and can understand your concern if it is taking longer than expected to receive your oven. I place plenty of orders as well, and I always anxiously await their arrival. I’d be looking for assistance if I was in the same situation, and I’d be happy to help. To answer your question, yes, the Geek Squad Protection (GSP) plan would start on the day of the appliance's delivery.

 

 

To get started with your order, 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.

Scott|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
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: 9
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: 2,455
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: 9
Registered: ‎06-25-2021

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

I appreciate the insight!  Thank you!  

Best Buy Employee
Posts: 2,455
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: 9
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.  

New Member
Posts: 9
Registered: ‎06-25-2021

Thermador Oven Saga is Over

Well, after nearly a year of waiting for my Thermador oven, I have finally cancelled the order.  Remarkably, that process has gone somewhat smoothly.  We purchased in December 2020 using our BB Credit Card so the refund had to go back onto the card.  I see no possibility that I will be spending $7k+ in the near future at Best Buy so I was a bit concerned.  But I reached out to the Best Buy credit card people, and they have already cut me a check for the refunded amount.  

 

P.S. - I found a suitable replacement (not Thermador, but a quality brand) oven in stock at Lowe's two towns over a couple of weeks ago. I check build.com, lowe's etc. quite frequently, and they had 3 in stock so we dropped everything and ran over there to buy one. It was delivered the next day, installed three days after that.  I cannot believe that my oven hole is filled Smiley Happy

 

Meanhoo, my latest updated expected delivery date from Best Buy was December 14, 2021.  One year and three days since we purchased.

 

Good luck, y'all.