Best Buy Complaint - Best Buy Delivery/Installation Team(3rd Party)
OAKLAN, CALIFORNIA -- Bought Samsung steam washer and dryer from Best Buy in oakland on 2/22/2011.
Got it delivered on 3/11/11. When I first got it, they dented the front panel of the washer and scratched the front plastic door. They were going to install it, but I said hold off on it til I get the Geek Squad to fix it. I figured, yeah, things happened and that's why there's extended warranty which I bought for 4 years.
Geek squad came on 3/19/11 to fix the entire panel. Called Best Buy to set up another installation, and got it installed on 3/25/11. Installation was done by the same company that delivered the washer and dryer. So I watched carefully to make sure they don't mess up my home and/or washer and dryer.
They made sure the washer pan was installed correctly and started with installing stacking unit kit. They were careful with moving the washer and dryer up the stairs and putting it on the hardwood floor.
Once they got it stacked, they were bit confused on how to get two very heavy appliance into a washer and dryer room. They told me that I should've bought a metal pan instead of plastic because when they move it, it's gonna bend the tip and possibly crack it. Really? And where do you find them and who installs them? When I purchased the washer and dryer from Best Buy, they never mentioned anything about having a specific type of pan and you can't even buy those metal pan.
But installation guys just went on with installation....Using whatever they can to move it, but ended up cracking and bending the pan.
And also, they damaged the stacking unit kit....The dryer on top is leaning forward and there's a huge gap between the washer and dryer.
When the installation guys thought that they were done damaging it...Tried to turn on the dryer w/o any clothes...He clearly saw that vibration on the dryer was not normal... And also he asked me if this was floor item that I bought? Because the washer door is not closing?? Really? It's brand new and just because the door is not closing makes you think that it's a floor model??? All he told me was that sorry for the damage, but this is all I can do, can you sign this paper so we can report to our supervisor? Yeah, I signed that paper with very long memo saying "damaged the pan and broken door and damaged the stacking unit kit"
next day, went over to oakland Best Buy to show the pictures and videos of it and since the stacking unit and pan was purchased and installed by stores other than Best Buy, that we would have to make a claim with Best Buy corporate....And gave me Geek Squad phone number.
Called Geek Squad on 3/26/11, explain to them the whole story and made my 2nd repair appointment on 4/1/11 and the Geek Squad agent told me that she would make note of the pan and the stacking unit kit and when the tech comes on 4/1/11, that I would have to talk to him about setting up another appointment to have him bring new pan and stacking unit kit and install the unit properly.
So on 4/1/11, tech came and fixed the door the second time, but didn't get the note for fixing the pan and/or stacking unit kit so he left.
Called Geek Squad again, to find out what the f*ck is going and they transferred me to claims department and filed an incident report...And told me to call Best Buy with that claim number. Called Best Buy and they told me to call Geek Squad...And Geek Squad told me to wait 24 hour for the claims to process....I've searched online and found out that Best Buy's claim adjusters are gallagher bassett......So why couldn't they tell me to call gallagher bassett with that claim number???
All those commercials about Geek Squad agent...Solving any kind of problem....Very incompetent people...Don't know what the f*ck they're talking about...
It's been more than a month...And still haven't been able to use my washer and dryer...Once~~~!!! And how long will it take??? Who knows...