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New Member
Posts: 4
Registered: ‎08-31-2021

Re: Best Buy Delivery Customer Service Nightmare!!!!!

I am also having a terrible time with CTSI appliance delivery and installation of a Washer/Dryer set I purchased at Best Buy in Atlanta on August 21.

 

I was originally scheduled to have my old W/D removed and hauled away, and the new set installed on August 27.  The contractor (CTSI) that came out to do the job could not get the W/D removed because of the configuration of the closet, so I had to hire a handyman to remove the closet frame and rescheduled removal and delivery for today (Aug 31).  This whole time, the new W/D have been sitting in the living room of my small apartment, unusable.
 
When CTSI came out again today to to the haul-away and installation, it was immediately apparent that they did not want to do the job. The 2 crewmen consulted with each other for a while and then told me the screws were missing from the stacking kit that the previous crew had delivered from the warehouse so they couldn't do the job and left.
 
I have been without a W/D in my home for two weeks, and I have $1700 worth of Best Buy merchandise sitting in my living room.  I came into the store today and Irene was able to get me the missing screws for my stacking kit.  CTSI has been rescheduled for a THIRD TIME this Saturday, but I do not have a lot of hope they will actually do the job.
 
I see many other complaints about CTSI being a terrible contractor for Best Buy installations.  If I were you, I'd find another contractor to do installations.
Posts: 759
Topics: 42
Kudos: 44
Solutions: 30
Registered: ‎07-23-2018

Re: Best Buy Delivery Customer Service Nightmare!!!!!

Hi there, calypso72.

 

Thank you for visiting our online community. It is always a pleasure to hear from one of our customers, although I wish your first post had been related to a positive experience. The delivery and installation of new laundry should be a seamless process. It sounds like the original team had some concerns with removing your existing set, and if the screws were somehow missing from the stacking kit, that would have prevented the second team from completing the installation. Having to schedule this service a third time is certainly not ideal. While this is not a reflection of the type of service we are typically able to provide, I understand why you would have doubts about the next appointment, considering how things have transpired.

 

I would be happy to review the order details, as well as take any steps I can to help ensure the next scheduled appointment is a success. If this would be helpful, please send a Private Message, so I can collect the necessary information . To send a Private Message, simply select the darker blue icon, which is located across from my signature. My normal schedule is Sunday through Thursday, just so you’re aware of when I may be able to respond.

 

Best,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-31-2021

Re: Best Buy Delivery Customer Service Nightmare!!!!!

Thanks, Sarah.  I'm just seeing this message now and apparently you don't work Fridays so I doubt I'll get any help for my installation appointment on Saturday. I did send you a PM.

 

If CTSI doesn't do the installation tomorrow, I will be hiring my own contractor and seeking to have Best Buy cover the cost.

New Member
Posts: 4
Registered: ‎08-31-2021

Re: Best Buy Delivery Customer Service Nightmare!!!!!

AS PREDICTED, CTSI FOR THE THIRD TIME DID NOT COMPLETE THE INSTALLATION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

 

CTSI dispatch told me they were only allowed 30 minutes to do a W/D installation and then they had to leave whether the job is done or not.  All that was needed were longer hoses, which my husband was in the process of obtaining when they walked out the door.

 

I'm on the phone with Best Buy support right now, and all they can do is schedule these same people to come out AGAIN.  What on earth should make anyone think they will finish it. What is the point of limiting a task to 30 minutes when every situation is different?  Is BestBuy saving any money here when they have to pay FOUR TIMES what could have been done in an hour if they didn't have this ridiculous policy?

Posts: 759
Topics: 42
Kudos: 44
Solutions: 30
Registered: ‎07-23-2018

Re: Best Buy Delivery Customer Service Nightmare!!!!!

Hello again, calypso72.

 

Thank you for checking in with an update. I was hoping to hear of a positive outcome, although it does not sound like the team was able to complete this installation. Our teams do have a schedule to adhere to, however we know there may be reasons that could cause them to have to stay a little longer. That said, if your husband ultimately had to leave to purchase a longer hose, they team would likely have had to reschedule the appointment.

 

I’ll be responding to your Private Messages, as I want to do all I can to help with a resolution.

 

Best,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-31-2021

Re: Best Buy Delivery Customer Service Nightmare!!!!!

Incredibly (but predictably), CTSI failed for a FOURTH time to complete my installation.

 

The 3rd crew, in spite of documenting the issue they could not address, did not provide any information that was shared with the 4th crew, which came out completely clueless and unprepared to complete the installation, which is a simple matter of applying an extension to the washer drain hose.  The crews do not arrive with the needed tools or parts to complete the job they were hired for.  They told me as they left today, "This is YOUR problem."

 

This contractor - CSTI -  that Best Buy is using (at least in the Atlanta metro area) is absolutely incompetent.  Furthermore, Best Buy gives each crew 30 minutes to complete the job, no matter how complicated. 

 

Do you know anyone who can remove an old washer and dryer, deliver a new washer and dryer, and install a washer and dryer in ANY and EVERY home situation in under 30 minutes?  Of course not. It's not possible.

 

What this has resulted in is a HUGE waste of my time and appliances that I STILL cannot use after 2 weeks of these shenanigans.  I have begged for better installation service and that has not been provided.  All the gift cards in the world cannot make up for the disappointment and anger I have about this process now.

Posts: 759
Topics: 42
Kudos: 44
Solutions: 30
Registered: ‎07-23-2018

Re: Best Buy Delivery Customer Service Nightmare!!!!!

calypso72,

 

Your time is valuable, and this is nowhere near the outcome we had hoped for. I understand why you would be feeling this way, considering the circumstances. I’ll be replying to our ongoing Private Message thread, so please keep an eye out for my response.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!