11-23-2021 07:16 PM
We have had nothing but a TOTAL DISASTER working with your Total Tech installation team. Our microwave was supposed to be installed last Thursday; however, the unit was apparently defective and the installers left it barely hanging onto the cabinet. Someone from your “Resolution Department” left us a VM later that morning, telling us they would be coming for the “replace and install” on Tuesday (today) from 7:00 a.m. - 1:00 p.m. We later received a text/email telling us we needed to set up an appointment so being confused and concerned on Sunday morning, we talked to one of your call center agents (Joshua) who told us first that there was no appointment, but looked some more in our records and confirmed Tuesday’s appointment but stated that they would not be bringing us a replacement since they were not in stock at the distribution center. Therefore we needed to go out and buy a replacement at another Best Buy store so there would be one to install on Tuesday and we purchased a second microwave on 11/21/2021.
Yesterday (Monday) when we did not hear anything about today’s appointment … we spent over two hours on the phone with three different agents (including a supervisor), who told us there was no appointment recorded on our account and there wasn’t one available until 11/27. The supervisor then gave us yet another phone # to call; however, according to the menu tree, I believe it reached the same call center. This time the agent (David) first told us there was no appointment for Tuesday, but then he put us on hold and looked further into the record and found some mysterious text box which indicated we did have an appointment for Tuesday, from 7:00 a.m. - 1:00 p.m. and that the installers would be there. Well guess what, it is now Tuesday after 1:00 p.m. and we have been waiting for 6 hours and no one has shown up! Now we have a house full of company coming on Thanksgiving on Thursday, two microwaves … one in the box which we purchased and one which is barely hanging on by one bolt to the upper cabinet and is being propped up which makes our gas range virtually impossible to use. We spent $200 for useless Total Tech Support, have spent almost $600 for two microwaves, spent at least three hours talking to your various agents with three different case numbers, travelled to a distant Best Buy store to purchase the second microwave, and sat around the house for six hours today waiting for the non-existent installation. We even went to the original store yesterday to see if they could help us and they said that the mysterious “Resolution Department” was the only one able to override and make an exception to the installation schedule. However, using all three numbers provided, we keep reaching your outsourced call center so there is no way to reach the “Resolution Department”. Right now, the only resolution we want is for someone to acknowledge our horrible customer service experience and tell us how we can resolve this issue without spending any more time, money or frustration on what should be a relatively straightforward issue. Thank you …
11-24-2021 12:26 PM
Good afternoon, Tbrenneman,
Thank you for taking the time to visit us here on our community forums and letting us know about your experience with this delivery and installation. We strive to make every service appointment as quick and easy as possible so I'm disappointed to hear that this hasn't been your experience so far. I would be glad to take a closer look into this to see how I may be able to help you get this back on track.
Using the information associated with your forum account, I see that you have been working with one of our Executive Support Specialists. Please continue to work with them towards resolution.
Don't hesitate to let us know if we can assist you with any other matters!