Appliances

[deblock1]

I ordered a new electrolux 27 inch double oven on October 17, 2009. The order was proceed and showed 1 unit available. It was to be delivered on 11/5/2009 and installed on 11/6/2009. On Friday 10/30/2009, I called the delivery number which then called the store and no issues. So on saturday I removed the 24 inch gas oven and rebuilt the opening for the 27 inch oven and a 220 line. On 11/4/2009 I called the delivery service and they said the oven will be deliver between 8-10 am. A few hours later, they called back and said it was not in. At 3:30pm I went to the best buy store and they could not get more information and the delivery date was changed to 11/19. I went home and called electrolux NA and found out that their warehouse in Dallas, tx had 10 units in stock (Best buy warehouse is also in Dallas). I called the store back and they said they cannot contact the sales dept. The next day I called best buy customer service and they also said they cannot contact the sales dept. Now I still am not sure if the unti will actually come 2 weeks from now or if this is another quess date. Having no oven for a week is one thing having it for 3 or more weeks is another problem. And I still am not sure if it will be here for Thanksgiving. There must be someone in Best Buy who can get ahold of the sales deptartment and get the acutal information.  How can I get this email to the appropriate people at best Buy?

[TheJawa]

I see that you called Best Buy Customer Service, which is a step in the right direction.  You should also have someone in your local store well versed in contacting Manufactures, even if they may not be in Appliances.  What I believe needs to be done is Electrolux Vendor Support should be contacted, since there appears to be communication issues between Best Buy and Electrolux's ordering systems.  The issue that may be arrising is the time of day that that call is being made; most manufacture Vendor Support teams leave unfortunately early for a retailer who's open until 9 or 10 pm.  The steps I suggest for you would be following:

• Contact your local store and try to talk to their Appliance team about contacting Electrolux Vendor Support or their local Electrolux Representative.
• Have that team explain the issue about the order and how it got mixed up in both parties systems, including the order number and original purchase date
• Have them ask Electrolux to expedite a transfer from their warehouse to Best Buys
• If that provides unsatisfactory results, have your local Appliance team use an ASO Escalation Form, which they should know how to locate.  Usually, ASO Escalations take 2-3 days to show results, but they get to the root of the issue and provide clarity on what happened as well as providing a solid solution for you.

Once Best Buy has the product in their warehouse, they should be able to get it out to you quickly thereafter.

[deblock1]

Thank you for the reply. The local appliance team did the escalation process and the unit arrived yesterday.

[TheJawa]

Good to hear!  Glad you got everything taken care of well before the Holidays.