Other Customer Service Support

[nkrenz]

I recently purchased a stove from BB. On my order I opted for the 5 year protection plan. Before I ever received the stove BB thought it was acceptable to remove the 5 year plan and substitute the 24 month Total Tech plan. First,, this was done without my knowledge or permission, Second if I had wanted the Total Tech plan I would have selected it.

I called customer service and requested the 5 year plan to be put back on my order. I was given a case # and told the order was "IN TRANSIT" status and could not be changed until the unit was delivered, then I had 15 days to correct the order.

The stove was delivered yesterday. I called 888-237-8289 (I hesitate to use the words customer service because I have yet to experience any) supplied the case # and asked for my original request to be put back on the order.

I am now being told I need to go to the actual store to have this done, I am furious. First what an invasion of my privacy to arbitrarily change a customers order without their permission/knowledge. Then when I ask for it to be corrected to the originally requested item I am told I have to inconvenience myself and drive to the the store to have it done when it was BB that initiated the change.

Of course you can't talk to a manager or someone in customer service that can override whatever roadblock they have created themselves.

Do yourself a favor and buy somewhere else

[SeanM-BBY Retired: Social Media Specialist]

Good afternoon, nkrenz,

Welcome back to our forums.  Adding a Geek Squad Protection plan (GSP) to your purchases is a great way to ensure they’re covered beyond the manufacturer's warranty, so it’s disappointing to hear there seems to be an issue with getting your stove covered for as long as you were initially hoping.

I’d like to take a closer look into this matter and explore what options might be available, however, I’ll just need some additional information from you to do so.  If you could use the blue “Private Message” button in my signature to send me the following information:

• Your first and last name
• Your phone number
• Your email address
• Your order number

Thank you in advance,

[nkrenz]

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Nancy {removed per forum guidelines}

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[SeanM-BBY Retired: Social Media Specialist]

Good afternoon, Nancy,

Thank you for getting back to me with this information.  I see you've sent this via private message as well, and in the interest of keeping your private information out of the public view of our Support Forums, I'll be replying to your message momentarily.  

To read my message, you'll need to be logged into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.  If you're accessing our site on a mobile device, you may need to switch to "Full" or "Desktop" view before this envelope is visible to you.

See you up there,