Delivery & Installation

[mgenflg]

On July 8, 2021 our new gas range was delivered and installed.  After the installation, the technician checked the range's function.  When he turned on the oven, the circuit blew and after reset the oven would not heat.  He had already disconnected our current range and loaded it onto the truck.  He said that we would have to contact Best Buy to get the range fixed or to get a replacement because he is a contractor.  He did not provide us the option to refuse the delivery and to have our old range re-installed.

I immediately contacted Best Buy and they said that because the delivery had not been logged into the system, they could not schedule the replacement and to contact them the next day.

Today, I have spent over 3 hours in online chats and waiting on hold with customer support.  The online Associate stated that the eariliest they can replace the unit is August 11.  That is more than a month away.  I am still waiting on hold.

It is totally unacceptable to knowingly install a non-functioning unit in a customer's home and not be able to replace it right away.  

How can this be corrected?  How do I help others avoid this situation in the future?

[Scott-BBY Retired: Social Media Specialist]

Welcome to our community, mgenflg,

A new gas range would be the perfect centerpiece of any kitchen. Although I’m sad to hear that the unit that you had received did not function as expected, I’m relieved to hear that the contractor was able to notice this before sustained usage. I can also understand your desire to set up a return/exchange order as soon as possible, and I’d be happy to take a deeper look into our options. 

To get started, 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.

[mgenflg]

Today was the day for the replacement of our non-functioning oven.  We waited 6 weeks for this appointment.  We have not had an oven for 6 weeks.  The technician arrived on-time, but he is not able to install or test the new oven.  I contacted Best Buy and they did not order/schedule an installer for this appointment.  They fully admit that this was their mistake.  I was unwilling to have the technician remove our half functioning unit (the range still works) and leave us with a new un-installed/un-tested one.  What if the new oven does not work at all?  

Now, I have to wait until tomorrow to reschedule the entire service.  It could even be another 6 weeks!  I am so disappointed, I have not yet come to terms with this situation.  This really is horrible, horrible service.  I will report back on the timing of replacement #2. 

I have lost all confidence in Best Buy.  I will try to find a more public place to post our experience to warn customers.  There is no priority in the ordering/scheduling system for replacements.  They are very willing to take your money and to send you lots and lots of emails, but they are incapable of following through.    

[CalebH-BBY Retired: Social Media Specialist]

Good afternoon, Mgenflg,

Thank you for taking time to reach back out and update us on the situation. Scott is out of the office, but I can step in to help out as best I can. I'm saddened to hear about how this appointment went, after such a long wait. I know that I'd be frustrated as well and disappointed with the overall experience. I'd love to learn more and see what I can do. You did mention that we can't look at any dates until tomorrow, since the appointment needs to be closed out - which is correct. However, I can reach out to the delivery manager in your area tomorrow and see what's possible to get this successfully completed as soon as possible. 

To get started, could you please reach out to me through a Private Message and verify your full name, phone number and email address? I very much look forward to hearing back from you.

Best,

[mgenflg]

Following-up on the journey to get a fully working oven installed.  After the failed replacement attemp on August 11, I worked with customer service and posted on this forum.  Through customer service I was only able to get the next appointment on September 1.  I was very, very disappointed with the additional delay. 

But, after working with the BB team through this forum - they were able to move up the appointment to August 18.  This was wonderful news.  They assured me that a new, functioning oven would be installed and that we would have this situation resolved.  Best Buy remained in constant communication through today about the appointment.  Even yesterday and this morning assuring me that everything was ready to go!  

Unfotunately, I just received a text from the installer.  He wanted to know if we had the new stove.  I said that we do not.  Apparantly he went to the new stove to pick it up and it was not there.  So, no stove.

I have to work with customer service again to schedule another install appointment.  

Should I just give up? 

Given how this has gone, I wish I would have just ordered from another company after we were left with a non-functioning unit in July.   We need to warn and educate other consumer so they do not end up in this situation.  

[mgenflg]

Yesterday the original non-functioning range was replaced with a full functioning unit.  We are very happy to have this issue resolved after 2.5 months.  My advice is to keep advocating for resolution and to definitely post on this forum for enhanced service.  Best of luck to all!

[CalebH-BBY Retired: Social Media Specialist]

Michelle,

It's been an absolute pleasure working with you on this. Ideally, it would have been great to get this completed on the first attempt. But, I'm overjoyed that it's taken care of now. I hope that we can better serve you next time!

All the best,