Delivery & Installation

[AStolarski13]

We bought our dishwasher in 2017 and bought the 5 year geek squad protection. Jan 2021 it went out. What followed was a long and ridiculous process, which I won't go into here, but finally on July 4th, we recieved notice that Best Buy was going to replace it due to the lemon clause. On July 5th we ordered our replacement, and what is listed below is what we have gone through, all the way to today 7/31/2021 in which we still do not have an installed dishwasher:

*7/14 - Original Delivery and Installation date. Third party installers show up with the new dishwasher. Take a look at our setup and declare, "We cannot install this, your hose is too short, and you need an older 2018 GE." We argue back and forth, I tell him there's a brand new 12 ft hose, already hooked up, just use that. He would not even talk to us about installing, just kept telling us to return the new dishwasher and go buy another old GE. Finally we say, what are our options here. He says "Return the dishwasher and order and older one, or you can take this and install it yourself but it will void your warranty". So we say fine, return it, we will talk to best buy. They LEAVE with the new dishwasher. Best buy calls me within 15 minutes. Wants to know why they didn't install. I relay what they told us, they say thats not right. They end up calling the 3rd party people and back and forth until they call back and finally say the issues is we need to order a different hose, a 12 ft new maytag hose, and then they can install. (WHY DIDN'T the installer tell us that?! no idea.) Best buy agent assures us he will call us with a new install date.

*7/15 - They never calledcalled back, so I called back. The first avaliable date was scheduled for 7/21 7-1pm. 

*7/17 - Contractor installer company calls and says they cant deliver on 7/21, earliest they have is 7/31, they move the appt. to 7/31 between 1-4pm.

*7/17 - Notice the new appointment does not have the new dishwasher on it. Only the old lemon they want to return. Call best buy exchange asking why new dishwasher has fallen off the order. Find out the first delivery guys marked new dishwasher as delivered and installed. Best buy exchange guy gets to work on figuring out solution. Calls back and makes a new order for just new dishwasher delivery. On the orderNew dishwasher looks like its "returned" and then delivered. Sets up delivery only for July 21st. 

*7/21 - New dishwasher and install kit dropped off in living room

*7/30 - Contract installers call to confirm their arrival tomorrow between 1-4pm

*7/31 -  At 5:30pm installers no call or show, won't answer phone from night before, call best buy to see whats going on. Best buy insists they have messaged the installers and the installers will be calling us ASAP, within 30 minutes.

* 7/31 - It's now 8 pm... guess who we have not heard from? Where do I go from here? My guess is yet another appointment. Any appointment is going to be a week or more from now garenteed. Going on over a month with no working dishwasher and 6 months of on and off dishwasher working before that. Also my geek squad 5 year plan on the new dishwasher isn't showing up in my account but I'm not sure if thats because it was never installed or what. 

[Sarah-BBY Social Media Specialist]

Hello, AStolarski13,

Thank you for taking the time to connect with our team. It is always nice to hear from one of our loyal patrons, and this is a great place to come for support. I’m not a fan of washing dishes, so I understand you’re eager to have your new dishwasher installed. There is never an ideal time for a major appliance to fail, although I’m glad to know you had Geek Squad Protection (GSP) covering the device. That said, based on your description of events, the exchange process has not been as seamless as we would have hoped. I’d love to investigate this for you, as it is important this is ultimately resolved.

To get started, please send a Private Message. For verification purposes, please include your full name, email address, and telephone number. To send a Private Message, simply select the blue icon, which is located across from my signature.

Best,

[AStolarski13]

Sarah,

I have private messaged you. But to be fari, I am continuing my issues below:

After chatting with an agent the next day 8/1/2021, they told us they would reschudule us for Friday August 6th from 8-12 pm. They also would refund us $100 back to our credit card, since we were having so many no shows/reschdules. 

Then after the chat ended I got an email for the appointment for Aug 6th 12-8pm so later. Whatever fine. But now I am getting emails from best buy saying I do not have an appoinment and I need to call and reschedule. 

My guess is I will have to reschedule this YET AGAIN.

[Sarah-BBY Social Media Specialist]

Hello again, AStolarski13.

Thank you for the additional information. I’d like to review the order details, as it certainly sounds like you’re still in need of assistance. Your Private Message has been received. I will be connecting with you there. Please, keep an eye out for my response.

Sincerely,