Picture Ken – that’s me**** years old**I am writing this letter in a laundry mat. It is...
GetHuman-sportedu's customer service issue with Best Buy from May 2018
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Picture Ken – that’s me**** years old**I am writing this letter in a laundry mat. It is costing me ** quarters to operate the machines. I have not used a laundry mat since college in the late ****’s*My broken washer is at home at the bottom of the steps. (Prepared, drained, hoses and wires removed) **My home dryer is disconnected and set to the side to allow appliance installers un-obstructed assess to where the new washing machine will be installed. I, Ken, have promised my wife and children that we would be able to wash clothing on Saturday. Just be patient. The electrician has moved the receptacle to where the dryer will be placed after the installers have completed.**Along comes Best Buy “we pride our self on expert service”**Best Buy May **th Salesman was very good. Informative. Convinced me to purchase the highest rated LG Washing Machine because the quality and price were an amazing deal.**Best Buy set a delivery Friday March **th between *-***Ken asked if delivery can get be made before *:**am as my children have an event**Best Buy rescheduled Saturday March **th between *:**-*:****Best Buy rescheduled delivery and installation for March **th between *:**-*:** message sent at *:** pm**Received test messages and emails these are written documents have been saved. I also have the bill of sale. ***************Thursday night March **th*I got a call on my cell phone at *:** pm*This was Noah from the “call center”*QUOTING NOAH!* “No delivery will be made tomorrow” (Saturday). *That was ALL! That was it! No reason or no new delivery date**I said that was unacceptable. *My wife, children and I are expecting to do the laundry that has been piling up. Our home is rearranged in preparation for delivery. We have laundry piling up in anticipation of doing laundry on Saturday.**Noah said there is nothing that can be done at this point. The washing machine is still at the Best Buy store and not at the distribution center.*Ken asked for a manager *Noah said that would be Cindy**On hold * minutes** Dwayne F. Came on the phone*Cindy was on another call* I asked if he was the manager*Dwayne F. said he was something like an assistant manager. He sounded confused.**I asked if I could please speak with Cindy.**Dwayne said she would not be able to come to phone.**Dwayne said he was a manager like Cindy**I told Dwayne that I made significant preparations to be ready for the delivery and installation as verbally and written agreement. (Three times)**.*Hired a Plummer to prepare the hook up for the washing machine (Thursday and Friday) $*****.*Had a carpenter build a wooden platform build to receive the size and weight of the washer.**.*I had and the electrical receptacle for the dryer moved.**.*I cleared a path outside of home (mulch pile, wood pile, outdoor furniture, gates, and machinery)**.*Ken cleared a wide path inside for installers* Furniture, bookshelves, stair railings if requested.**.*Outside door is ** inches. Inside door is ** inches**.*Set the old washer in place for easy removal**.*Moved dryer so it would not interfere with install of washing machine.**Dwayne said nothing could be done tonight. The washer is not at the distribution center. It is still at the store.**A.*I asked if my washing machine would be delivered tomorrow (Sunday) *B.*He said no.*C.*I asked if my Washing machine would be delivered on Monday (Memorial Day).*D.*He said no.**I asked if I could get a U Haul rental truck and pick up my washing machine at the store.**Dwayne said YES. I would just have to sign a form. *I suggested that Best Buy could get a truck and hire someone to deliver my washer. Dwayne said that would be impossible.**I said that I was parked on the side of the road on my cell phone. I said I would wait until Cindy was available. **Dwayne said that “You can not tie up my phone line” and that he needed to discontinue the phone call He disconnected me, **I DID NOT USE ANY PROFANITY OR INSULTING LANGUAGE. MY TONE WAS FRUSTRATION BUT NEVER RUDE.**Again I dialed ***-***-**** **This time I got Frank. Customer Services in the mid-west. I asked if you had authority to reconcile my complaints. He said not and transferred me to Alex.**Alex. Answered. I asked him if he was a manager. “No”. Asked if he had authority to resolve my challenges or was he going to direct me to another person.*He said he would direct me to the highest person he could.**Transferred me to next “manager”.**Laurette - “case manager”*I asked if she had authority to address and resolve my needs. She said “yes’.**I explained to her the chronology of Best Buy ‘s failure to deliver my washer as agreed. * *I asked her if she was recording our conversation. She said no. I said that I was taking notes and recording (this was only a bluff – very stupid of me)**Laurette said she would need to redirect my call to the Legal Department. I told her I was not recording. I just have:**Spent money on Plummer to have things ready on Saturday morning. He had to come twice and work off hours*I had a platform build*I cleaned the area*I cleared the area of the dryer and old washer so access to the space for the washer smooth and easy. **I shared that Best Buy and I have a contractual, written agreement. Not to mention the verbal and ethical agreement*Laurette said she was transfer me Legal**She cut me off verbally– and transfers me to Bruno**Ironically, I listened again to the music and commercial “We pride ourselves on excellent service”. This is not my experience**I got Bruno. One minute into our conversation I suspected he was not with the legal department. *Ken “Bruno, are with legal department. *Bruno. “No I am a receptionist”*Ken requested Legal Department**Hold for * minutes**Disconnected**Call back *** *** ******Now I have a man named June in the department “post purchase assistance”. He is not legal department as I requested.**After retelling my story of the failure of Best Buy to fulfill their obligation and contractual agreement*AND, the effort, expense, preparations I made he said… “I am very sorry Mr. miller for the ordeal you have had”. **Not to mention the laundry piling up!**He was the FIRST person to apologize to me. He was a very good listener. He agreed with me that this “service” was unacceptable. I told him that some compensation should be given me. He said….”definitely”,*I agree with you Mr. Miller. “ I agree with you”!**My preparations**.*Hired a Plummer for two half days to be a head of the delivery. Early hours * more cost. $*****.*Had an electrician move the ***-power receptacle to where the dryer was being moved.**.*I had carpentry work done. A platform for the new washing machine.**.*I Prepared cold water bottles (to go) for the installers**.*I prepared an envelop with TIP money for installers.**.*Moved furniture, bookshelves, exercise equipment and railings so the installers have a clean, clear access to the space where the washer would go.**.*We moved a mulch pile and firewood to not encumber the delivery.**June asked what the new scheduled appointment was. He looked it up and there was not new delivery date set yet! ***June set a new date for May ** (Wednesday) I don’t know the times (as of the writing of this letter).*June said he was going to put me on hole and get right back to me.**I got disconnected again***:** pm ***:** am Picture KEN **.*** year old man at the laundry mat**.*With not enough quarters. **.*My children needing school required uniforms for next week school.**.*My wife is shopping for a Washing machine for a couple hours today (Saturday) *Best Buy, You have failed my family and your representatives have failed you.**What do you wish to do about this?*Order number ****************Ken Miller**** *** **********@***.com
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