Delivery & Installation

[mwh1717]

Long story short, Geek Squad came to install a washing machine at my house and broke the dryer in the process. It took over a week to get a claim submited for a partial refund, which went toward buying a new dryer. Geek Squad came to install the dryer and ended up breaking the new washer in the process. I have been on hold in one way or another for over four hours at this point by jbeing bounced from one rep to another or hung up on. I have recieved zero real help in any way and have not been able to get in contact with any form of management. This is an extremely disappointing and unacceptable customer experience and I cannot believe it has come to posting on a Best Buy forum to attempt to get a manager on the phone with me.

[SeanM-BBY Retired: Social Media Specialist]

Good morning, mwh1717,

While I wish your visit to our forums were under more fortunate circumstances, I do appreciate you taking the time to share your experience with us.  Having issues with one installation service would be frustrating enough, but to hear this has happened twice, and you’re still in need of assistance is especially disheartening.

I’d like to make sure we’re getting you in touch with the appropriate team, so they might provide the assistance you’re looking for, but I’m hoping you can provide me with some additional information first, so we can begin our research.  I’ll ask that you send me a private message with the following information:

• Your first and last name
• Your phone number
• Your email address
• Any Service Order numbers you might have received for your delivery and installation services

As you can imagine, we’ll want to keep this sensitive information out of the public view of our Support Forums, so be sure to use the blue “Private Message” button in my signature to get this sent my way.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

Looking forward to hearing from you,

[mwh1717]

Spoiler

Update: we are now 5 days after the second appliance has been completely broken by Best Buy's service technician. Despite calling every day and being on hold for a total of 15+ hours AND promised by two associates that I would speak to a manager within 24-48 hours, I have yet to speak to anyone at all. I have continued to call without resolution of this issue. This continues to be completely unacceptable as it appears Best Buy does not have any sort of customer service department. The company as a whole has showed complete ineptitude in any aspect of their services. They clearly have a blatant disregard for the respect of their customers. At this point I can confidently say if/when this issue is resolved I will never purchase another product from this company again. 

[Sarah-BBY Social Media Specialist]

Hello again, mwh1717.

Thank you for sharing your feedback, regarding this experience. Here at Best Buy, we are extremely interested in continuously improving our overall service. Often, feedback we receive from our valued customers, such as yourself, results in positive changes. It is extremely important all customers receive the support they need, and I apologize that has not been your experience. I’ll be sure to formally document this feedback, which I’m confident will be beneficial.

While I apologize you may not yet have received a phone call, as you’re aware, there is an appointment scheduled for a Geek Squad Agent to visit your address. Once they have had an opportunity to diagnose the issue you’re experiencing with your washing machine, they will help determine what the next steps will be. In the unlikely event you are not provided with a resolution, after the scheduled service, please reply to our ongoing Private Message thread. I would be happy to continue working with you, as this is something we most certainly want to resolve.

Sincerely,   

[mwh1717]

I still have no gotten to speak with anyone in customer service management. This continues to be completely unacceptable. Again, I have been calling on the phone and told by multiple associates that management will reach out and make this right and yet, I have not received any sort of call.