Best Buy Complaint - BUYER BEWARE OF BEST BUY CROOKS
SAN ANTONIO, TEXAS -- Dear Sir:
I am Formally Filing a Complaint with Best Buy as your local Service Department is guilty of Fraud, Deceptive Trade Practice Violations and Discrimination. On Sept. 4, 1999 I purchased a Maytag Electric Range/Stove (Model #: 3598459) and at the same time purchased the additional Best Buy 5 Year Extended Warranty.
We have NOT be able to receive service on the stove as your Technician placed a notice that no service calls will be performed on any of our products with PSP.
Jeff (Best Buy Technician) telephoned us and claimed, "your money from all the Service Agreements will be Refunded to you and your on your own."
"IF YOU WANT TO TERMINATE THE PSP AGREEMENTS ALSO INCLUDE THE MONEY FOR THE COMPLETE COST OF THE ITEMS. FOR THE ITEMS WERE PURCHASED WITH THE INTENT OF AN EXTENDED WARRANTY." "IF NOT FIX OR REPLACE OUR MAYTAG RANGE/STOVE PROPERLY AND SAFELY SO NO ONE COULD BE INJURED."
From the beginning this Maytag Range/Stove has been nothing of trouble and has required multiple repairs. Which to date have totaled five (5) repairs, the first was performed by a factory service representative and the remaining four (4) were conducted by Best Buy Technicians (Names: M. Morris and Jeff).
One week after the initial service call was placed to Best Buy for service on our Maytag Range/Stove a Best Buy Technician named M. Morris, arrived at our residence on Oct. 21, 2003.
At this time, it was explained to M. Morris (Best Buy Technician) the Range started to smoke at night and that the smoke alarms had sounded. Upon our awaking, the large sums of smoke were coming from the Range/Stove and upon my placing my hands on the stove, I received a very strong electrical shock which through me back. It was also mentioned that the electric box breaker had deactivated. M. Morris (Best Buy Tech.) mentioned, "the control panel shorted, and the switches look burned, I am going to order them all." Upon looking over his back, I asked him about the wiring since it looked charred, burned, wrinkled at some areas. He mentioned, "no the wiring is ok, we can tape them."
Prior to taking the Maytag Range/Stove in for service, we went to speak to "Les" at a nearby local Best Buy store (Location: Forum), and explained the situation to him. He than telephoned Best Buy Corporate and they mentioned, "we are placing another Service Call and sending a different Technician for a Second Opinion of the appliance."
Well, M. Morris arrives a couple of days later and says, "what am I here for, show me your service order receipts…you don't have four and I am going to do everything I can so you don't get it replaced as a lemon." And as he walked off said, "I can't help you…"
On Oct. 8, 2003, after feeling concerned with M. Morris (Best Buy Tech.) lack of professionalism, ability and our safety we decided to take the Maytag Range/Stove to a nearby local Best Buy Store (Location: Forum). The Maytag Range/Stove was left with the Asst. Mgr. named "Les", who told us that a third party Repair company would be sent to service the appliance.
One week later, we telephoned Best Buy to speak to Les and inquire on the status of the Maytag Range/Stove and several messages were left for him to return our call. But, he never did return our call. The next day, the Service Manager form the Forum store location, telephoned us and demanded that we pick-up the Maytag Range/Stove as he stated, "we can't fix the stove here, and you need to pick-it-up."
On November 6, 2003, after multiple telephone calls were made to the District Manager (Jason Pulliam) he returned our calls and instructed us, "pick-up the stove and I will call to have it serviced at you home as we have the parts to repair it, as they have already arrived. I will have Jeff our technician supervisor repair it."
On November 6, 2003, we picked-up the Maytag Range/Stove and brought it home for repair.
On Nov. 7, 2003, Jeff (Best Buy Tech.) arrives to repair and install the parts that M. Morris had ordered. It was noticed that two (2) black switches and two (2) white switches were replaced with three (3) white switches and one (1) black switch. MAJOR ERROR: Maytag Corporation mentioned, to me that "the wrong Switch was installed as the black switches are needed for the larger burners." Secondly, Jeff mentioned, "the wrong Control Panel was ordered, this one is white and yours is Bisque color." I had to mention to Jeff, that "not only the color is wrong, but the Control Panel is NOT the same Model, as it looks different."
I then had to demand for Jeff to remove the complete back panel of the stove as we are very concerned of the charred, burnt, discolored and wrinkled wires. He hesitated and we had to ask him several times to conduct a through evaluation of the appliance.
Upon his removal, he noticed our concerns and stated, "I will contact Maytag Corp. and ask if the Wiring Harness has to be replaced." Than he rudely left our residence.
Approximately 2 hours later, Jeff (Best Buy Tech.) telephoned me and stated, "I contacted Maytag Corp. and checked with my manager, and they don't agree with you. We ill not be replacing the Wiring Harness and we will not be repairing the Range, or none of your appliances as we are going to be sending you back your money for all your Service Agreements."
I mentioned to him, "what do you mean, I have a 5 Year Best Buy Service Agreement on many items and your going to terminate all our Service Agreements?"
We immediately telephoned Best Buy Service at 1-800-332-4800 and they confirmed, "someone named Jeff (Manager) telephoned in on Oct. 28, 2003 and demanded that ALL your service Agreements be terminated." She mentioned to us that we needed to contact the District Office immediately and send a letter stating our side of the matter to Best Buy Corporate Office."