Best Buy Complaint - Getting a defective washing machine replaced
I bought an LG front-loading washing machine at Best Buy in Laurel, MD, in September 2006. In April, 2007, it began leaking and smelling foul and I could no longer use it. I called for a repair person on April 16th. The repair person came for the first time on April 20th, replaced a part, tested the washer for a minute and said it was fine. He left. I thought, great, got the first load put into the washer and started it. 5 minutes later, it's leaking again. I called Best Buy to have the repairman come back. It took me close to 2 hours before I got on the phone with anyone who would even call the repair man. He didn't come back...but he said he knew what the problem was, he would come back the next week with the necessary parts and fix it. This goes on in this fashion until the end of May (!) when he comes with another repair man. At this point, between the 2 of us my husband and I have missed 4 days of work to be at home to meet the repair men - Best Buy is "unable" to guarantee afternoon appointments. The repairmen discover a hairline crack in the drum of the washer. At this point I call LG with my problem. It takes some doing, but I get them to call Best Buy to request service history and I get Best Buy to send them the history. On June 21st I get a phone call from LG saying they have authorized a swap out for my washer, and that Best Buy will contact me within 5 business days. Yippee! Not so fast. Those 5 business days pass with not a word from Best Buy. When I call them, they have no knowledge of the situation. I call LG and their customer service people resend the information, then call Best Buy and the local store to see what can be done. Best Buy maintains it needs 48 hours to get information from email. I call Best Buy to ask them to attempt, from their end, to track down the information from LG, to expedite this on my behalf. Keep in mind I have now been without a washer for 2 1/2 months. This particular customer service rep was beyond ineffectual, he was just plain nasty - I truly think he was baiting me to get me to say something inflammatory. I asked him how long Best Buy would let this go on - passively claiming "we don't have the information from LG" when I have been a loyal Best Buy customer for 9 years. He just kept saying "I strongly suggest you call LG." At this point, I have filed a complaint against Best Buy corporate with the Minnesota Better Business Bureau, as well as sending an email to Best Buy. It's astonishing - LG will pay for the new washer - all they have to do is get one out of their inventory - and yet, I'm still in limbo. I've gone out of my way to stay polite and professional on the phone; and I feel like the problems I have had merit a concerted effort on their part. It's not like I have a tiny scratch on the washer and I'm trying to take advantage. I guess this is one of those life lessons.... :(
UPDATE: On Monday morning, July 2nd, I got a confirmation email from BBB in Minnesota letting me know that they had passed the issue on to Best Buy corporate. That afternoon, I got a call from Nathan at corporate in Minnesota; he couldn't have been more helpful. I got a confirmation number from him and took it to the Best Buy store. The young lady at the service desk was very helpful after she punched in my confirmation number, and told me I should go to the washer department and tell them I was doing a "no lemon" exchange. I did - ended up getting an upgraded machine at no extra charge - I can't help but think the salesman was trying to put in a pitch for us to buy from him at CarMax, his other job! - he brought that up very early in the conversation - and no delivery or haul away charge. The machine is supposed to be delivered on Friday, July 6th. Our first call about problems was Monday, April 16th. I'm glad it is getting resolved - although I won't really breathe easy until I have the machine - but I won't shop at Best Buy again.
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