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New Member
Posts: 8
Registered: ‎01-21-2020

Totally unacceptable delivery/install experience

I purchased a dishwasher the week before Thanksgiving. The delivery was set for the Friday after Thanksgiving. My daughter-in-law stayed home to await the delivery. They received multiple calls/texts telling them to be ready, to clean out underneath all the cabinets, etc. and they did so. An hour after the end of the delivery window, they got a call saying that the dishwasher could not be located in the warehouse. So they rescheduled for 12/14. Same. Exact. Experience. So we called and asked if someone could ensure that the appliance could be located prior to rescheduling...no one could/would confirm that. Same thing happened AGAIN, but this time, after an hour, they located the dishwasher and delivered it. The installer asked my son if he could turn off the water outside, because he could not figure out how to do it under the sink. In turning off the water, the valve broke. It was then not possible to test out the dishwasher, and they had no water in the house (not the fault of the installer). He said he would come back out once the plumbing was repaired. Once repaired, we set up another appt for the installer - for today, 1/21. They never showed. No call, no text. The water is back on, but it is not flowing through the dishwasher. My husband tried to troubleshoot to no avail. It has been TWO MONTHS since I purchase this dishwasher. Paid in full, paid for delivery, install and takeaway of the old one. And still no working dishwasher. Please help. I call and am on hold for (not exaggerating) 30+ minutes, only for someone to tell me to reschedule. Again. 

Posts: 525
Topics: 31
Kudos: 148
Solutions: 25
Registered: ‎10-03-2017

Re: Totally unacceptable delivery/install experience

Hi there, Sbmeneses,

 

Thanks for taking the time to write to us here on the Forums, and welcome!

 

We always hope that our deliveries and installations go off without any issues, and I'm sorry to hear about the troubles that you've faced with your dishwasher purchase a few months ago. I know that if this had happened to me, I'd be feeling just the same and would be wanting some help to get things situated and resolved. I hope that our team is able to help facilitate that for you so that your dishwasher is up and working properly!

 

For me to be able to access your account and purchase, please send me a Private Message with the following information:

 

  • full name
  • email address
  • phone number
  • order number

 

To send me a Private Message, you can click on the blue button next to my name in my signature. I look forward to hearing from you!

Cameron|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎01-21-2020

Re: Totally unacceptable delivery/install experience

So last weekend the installer did show up o my to find that the dishwasher is in fact NOT WORKING. The schedule today to do an exchange - the installer called while he was there to set it up between 7-1. So far (11am) no call, no text, no dishwasher. For context to those who joined late - this dishwasher was order and paid for the week before Thanksgiving.
New Member
Posts: 8
Registered: ‎01-21-2020

Re: Totally unacceptable delivery/install experience

Update: (you can’t make this stuff up). Daughter/in-law called and spoke to a manager. Seems they rescheduled from today (2/8) to Wednesday without contacting us (we all work weekdays). Someone is supposed to call back.
New Member
Posts: 8
Registered: ‎01-21-2020

Re: Totally unacceptable delivery/install experience

[ Edited ]

Here it is February 12th. Still no functioning dishwasher. My daughter in law spoke to one manager last week, who promised to call back and did - she offered them a gift card and said to call her back on Tuesday if no one showed. Turns out the "new" dishwasher in the warehouse was damaged and could not be delivered. Called back yesterday (Tuesday) and got a different manager, Nico. Nico tried to tell her that she needed to be available 3 days in a row (she works at a bank),  He said he would contact her by noon tomorrow. He also told her that SHE needs to go into the STORE and yell at someone. Yes, for real. After almost 3 months after the appliance was paid for, we have a case number - WOO HOO!

It is {removed per forum guidelines}, if that helps. I am kinda just updating here for mental health purposes, since I have not heard anything back in quite a while. 

 

If not corrected this week, we want a full refund and something for the 3 months of chaos and the 6 appointments that we gave up our time to cover. Trust me, I'd much rather be gushing about how Best Buy made things right after the first 3 appointments. Smiley Sad

Posts: 7,191
Topics: 116
Kudos: 343
Solutions: 394
Registered: ‎12-23-2016

Re: Totally unacceptable delivery/install experience

[ Edited ]

Hi, Sbmeneses,

 

Welcome back to the forums. I apologize that this still hasn't been resolved for you. Waiting on an appliance like this must be a huge inconvenience. 

 

I checked in on that case number you provided, but I wasn't able to find it in our systems. I'd like to look into that to see if I can get you an update.

 

Can you please double-check that case number and send it along to me through another private message? If that dishwasher is in the home, please give our Geek Squad Client Care team a call at (800) 304-1259. They are set up to assist with delivery issues where a non-working appliance shows up. I'm confident they'll get a solution for you as quickly as possible.

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎01-21-2020

Re: Totally unacceptable delivery/install experience

I don't want it to be said that I don't report back on a success. After several visits/appointments  over 3 months - the new dishwasher is installed and functioning.There was no confusion on date and time, and the installers showed up on the EARLY side of the appointment window which was a plus. In addition, the installers replaced the valve under the sink that had not worked during the earlier visit (which led to using the outside valve and breaking it, calling a plumber - you get the picture). It's sad that it took this long and so much frustration and time to get this resolved - wish that I felt like this forum helped (it did help my stress level to use it as a sounding board Smiley Happy). I will credit my daughter-in-law's persistence calling so many times, asking for managers, waiting on hold for extended periods of time. I have never dealt with something like this that took so long to resolve. Disappointing, as Best Buy has a nice selection of appliances and some great sales. To have paid for the dishwasher (and a hefty amount for delivery and instal)l back in November - and wait 3 months for delivery of a working product - is not an acceptable customer experience.

 

Signing off, forum friends - 

Posts: 1,020
Topics: 75
Kudos: 195
Solutions: 50
Registered: ‎10-19-2017

Re: Totally unacceptable delivery/install experience

Hello again, Sbmeneses,

 

Welcome back to our Best Buy forum community! While I wish that things had gone as planned with your dishwasher delivery and install the first time around, I'm happy to hear that the dishwasher is now installed and working properly.

 

As someone who has gone without a working dishwasher, I know what an impact that can have on day-to-day life, so it hurts me to learn that you were in that position for three-months. That's a far cry from the stress-free delivery and install we intended when you first decided to place this order with us.

 

I know that you mentioned that your daughter-in-law was working with a case manager, Nico, to try and get this resolved. Do you know if he has touched base with her since the last appointment to see how it went? If not, I recommend that you or Julissa call our Geek Squad Client Care team at (800) 304-1259, which can be reached 7-days a week between 8 a.m. to 11 p.m CT.

 

Now that our first priority of getting this dishwasher delivered and installed has taken place, there might be more that they can do to try and improve your experience.

 

Cheers,

 

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎01-21-2020

Re: Totally unacceptable delivery/install experience

Thank you for your (quick) response. I checked in with Juli, and she said that no one contacted her after the install on Monday. Neither Maria who promised her a gift card nor Nico who assured her he would be in touch. She’s so relieved that the mission is over, she hadn’t really thought about it until I asked. She is not likely to want to call - but I will do so if you think it would be helpful. Warning: If I am placed on an extended hold I will Probably just hang up and move on. But I do thank you for responding. Makes me feel better.
Posts: 7,191
Topics: 116
Kudos: 343
Solutions: 394
Registered: ‎12-23-2016

Re: Totally unacceptable delivery/install experience

Hi, Sbmeneses,

 

Thanks for following up. Elle isn't currently available, so I';ll be stepping in to assist.

 

Calling that number to speak with a Geek Squad Client Care Agent will be the best way to get in touch with that case manager, and that case manager is best positioned to assist moving forward. There's also a  chance the case manager provided a direct line, though that doesn't happen in all cases. I can't predict the length of time you may have to wait on hold, but I can assure you that we work hard to keep wait times as low as possible.

 

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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