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Posts: 3
Registered: ‎10-19-2019
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Formal Complaint Re: Delivery and Installation of Dishwasher

My husband and I bought a Bosch dishwasher at Best Buy in Henrietta, NY in September. At the time of purchase, a delivery date and general time of day were scheduled. The day before the scheduled delivery, we received a confirmation email with the wrong time of day. We called but were not given the agreed upon time. We were forced to postpone delivery for two weeks. 

 

After all that waiting, the installer finally arrived. He was done in 10 minutes and left. His odor lingered another several hours. 

 

His installation job was completely unacceptable. It did not follow Boch's installation instructions in the following ways:

 

The unit was not flush with the front of the surrounding cabinets - it protruded 1/2 to 3/4 inches, maybe more.

The unit was not level front to back.

The unit was not flush with the underside of the counter - it was 1/2 inch below.

The drain hose was not raised up and attached underneath the counter - it was fully lying on the bottom.

There was no strain relief installed on the electrical box - wires floated freely.

The electrical box was dangling on one screw at the back of my cabinet.

 

When we called him to ask him to fix these issues, he argued with us and grew defensive. He refused to come back until the next day. We decided it was best not to allow this man into our home again. We ended up fixing his mess ourselves. For this I paid Best Buy and installation fee of $150.

 

The $30 extra I was forced to pay for an "installation kit" consisted of the following:

 

A water connection line that was much too long. It replaced one that was only 2 years old and in perfect condition. 

An appliance cord that wasn't used at all. The installer took it with him. 

 

I should have been able to return that kit.

 

So basically, I feel I was ripped off to the tune of $180 bucks. Every aspect of that man's installation was faulty. And Best Buy gouged me an addition $30 for something I obviously didn't need.

 

My husband complained and was told that a refund check is in the mail for $100. But I think that for the stress, inconvenience and unnecessary parts I was charged for, and work I had to perform myself to correct this terrible installer's work, I should receive the other $80. 

 

Best Buy uses a service that hires and schedules installers for them. They do not live up to scheduled delivery times. They do not seem to monitor the quality of the work, nor do they seem to care whether or not these installers are following manufacturers' instructions. And most importantly, Best Buy doesn't stand behind the installations they charge customers a great deal of money for. This, in my opinion, is an unaccaptable business practice.

 

Customers should be charged fair prices for quality installation. Customers should have recourse. And they shouldn't be forced to buy unnecessary and unused parts. 

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Registered: ‎11-23-2018

Re: Formal Complaint Re: Delivery and Installation of Dishwasher

Hey, k258,

 

Thanks for taking the time to create a profile and join this community. Welcome to the Best Buy Forums.

We certainly intend for all our installation appointments to go smoothly, and leave the customer satisfied to the fullest. While I am glad to hear you were able to get the issues addressed, we do wish that the process better reflected the pride we take in our work here at Best Buy.

 

Since it seems like you have already accepted the offer of refunding a partial amount of the service fee, I would not be able to promise any different outcome would be available. If you’d like, you may reach out to our dedicated Geek Squad Client care team at (800) 304-1259. This team specializes in stances such as this, and they will be equipped with all of the tools necessary to assist here.

 

Regards,

Quinton|Social Media Specialist | Best Buy® Corporate
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Registered: ‎10-19-2019

Re: Formal Complaint Re: Delivery and Installation of Dishwasher

If by "getting the issues addressed" you mean doing it myself, then, yeah, I addressed my own issues. If you mean feeling like Best Buy accepted responsibility for my terrible experience, agreed with the validity my issues, made me feel like they were doing something about my issues, then no, my issues were not addressed. 

 

And wishing the "process better reflected the pride" you take in your work is meaningless. You farm out the work, you don't do it. You leave it to your installation broker to hire whoever they can get. How is it taking pride when you don't seem to be monitoring whether the people they send to my home practice proper hygiene, follow manufacturer instructions, demonstrate quality workmanship and don't cut corners. You don't even insist they fulfill delivery and installation promises made at the time of purchase. I paid you yet you hold yourself unaccountable - blaming the installation company. Your "process" consists of charging $150 for a 10-minute installation and on top of it, gouging me for parts I didn't need. And then throwing up your hands saying "we can't refund you, it's not us - it's the installation company." I paid YOU. The extra 30 bucks for unneccssary parts is all Best Buy and I think I at least deserve a separate refund for that.

 

I wish the process better reflected the faith I had in getting a competent installation through Besy Buy. I wish the process better reflected a good value for my money. What the process does represent is a big box mentality - placing the bottom line well above the customers down below, who are groveling for good customer service.

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Registered: ‎12-23-2016

Re: Formal Complaint Re: Delivery and Installation of Dishwasher

Hi, k528,

 

Welcome back to the forums. Have you reached out to that Geek Squad Clint Care team Quinton mentioned?

 

They are best positioned to help out in situation like this, so I encourage you to work with them.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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Registered: ‎10-19-2019

Re: Formal Complaint Re: Delivery and Installation of Dishwasher

I made the call and I am happy to say they took care of me. Smiley Happy

 

It doesn't change the fact that a man came to my home, did a terrible job, argued with me about it, and very likely did not get called on it by his employer. "I've installed thousands of dishwashers this way." he said.

 

I hired Best Buy to do the work because I thought they would do it better than me - a 60 year old woman who has only ever installed one dishwasher before. The installer has done thousands. Now I've done 2. I did it slower, but I did it better. 

 

Best Buy needs to insure that quality people are doing quality work so that they live up to their Best Buy name in sales AND service. 

 

Over and out. 

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Registered: ‎10-19-2017

Re: Formal Complaint Re: Delivery and Installation of Dishwasher

Thank you for the update, k258! We strive to make our customer service an embracing, simple, and enjoyable experience each and every time. I am glad to learn this was taken care of for you, and I thank you for sharing your feedback regarding your experience. I apologize for any inconvenience this may have caused. Thanks again for reaching out to us, and don’t hesitate to reach out to us if you have any questions.

 

Sincerely,

Deysha|Social Media Specialist | Best Buy® Corporate
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