06-07-2021 02:06 PM
Bought a dishwasher online. Waited 2 weeks for delivery and installation which was fine. Installation guy was great. We checked out the dishwasher at 5 pm on Friday and all seemed good. At 8 pm on Friday the dishwasher started beeping and flashing lights. We tried all of the ways to reset the thing that we could find online and in the manuals. Nothing worked.
Texted with Installation guy and he walked us through all the reset procedures we had already tried and nothing worked.
Simultaneously spent over an hour with various Best Buy support people who were all very nice and polite. Walked through the reset stuff again.
Finally said that they would exchange products but couldn't do anytiing about that until Monday (today).
Called the main line. It said, "3 minute hold time". Waited 13 minutes. Then was prompted to sign up for a call back.
Got a call back. Lovely man helped me out. He found NO RECORD of my various calls with Best Buy on Saturday. NONE. AT ALL.
He attempted to set up an appointment for an exchange but the system would not let him make the appointment even though it showed the item back in stock by JULY 15. He opened an IT ticket on that.
I asked if I could get a comparable item instead. He said he couldn't help with that but would connect me with a shopping expert.
So I waited on hold another few minutes and then was cut off.
So then I dug up the number for Shop with an "Expert". The system called me back fairly quickly, but the woman was absolutely no use at all. Could NOT wrap her head around the fact that I wanted information on comparable items that would get here sooner than mid June.
So here I am.
HATING BEST BUY.
YOUR SYSTEMS ARE TERRIBLE AND DISCONNECTED AND PLEASE EMPOWER YOUR SUPPORT TEAMS TO ACTUALLY HELP OUT AND FIND THE INFORMATION THEY NEED. THEY WERE ALL DELIGHTFUL (EXCEPT FOR THE SHOPPING 'EXPERT').
I WILL LIKELY NEVER BUY ANYTHING MAJOR FROM YOU AGAIN BASED ON THIS EXPERIENCE.
That is all.
06-07-2021 02:15 PM
Thanks for joining our community here on the Best Buy Forums. Doing the dishes is personally my least favorite chore, so I can understand how exciting a new dishwasher can be. I am sorry to hear that your unit is not working as it should, and I am happy to see what may be possible.
To start, please send a private message with your full name, phone number, and email address, along with the order number (if you have it). You should be able to do this by clicking the blue button near my signature.
06-08-2021 01:20 PM
Please know that the assistance that we offer here on the Best Buy Forums is not an instant chat service and that we respond to each message as quickly as we can. I have received your private message and will be responding to you there soon.
06-08-2021 01:22 PM
I know it's not chat. But I also know that 24 hours to reply is not a great standard of service. If you're going to start a Service thread on this forum, it needs to actually provide service. Otherwise, point me elsewhere.