Best Buy, Woodland Hills, CA - LG washer/dryer purchased with Performance Service Plan - used two times and broke - ongoing repair hassle

Best Buy, Woodland Hills, CA - LG washer/dryer purchased with Performance Service Plan - used two times and broke - ongoing repair hassle

Best Buy and their Performance Service Plan/Audaciosness of the Supervisor to clientele

Best Buy (Woodland Hills, CA) I purchased an LG washer/dryer from Bestbuy on January 31, 2004. The item was delivered to me on feb 16. To my dismay, after only using the item a total of 2 times it broke and would not work.

Because I purchased the service plan through Bestbuy covering parts and labor repair for a total of 5 years. Scheduled a techinican to come to my residence to fix the appliance immediately. They came and told me that the part necessary was not even in their system because the product was new to the stores.

It first took awhile to locate the part but they eventually had to order the part directly from the manf. That took approx. 4 weeks for the part to arrive. When it finally did, I again scheduled the technician to come to replace the part. He came and said that the wrong part was ordered. I was told that he will order the part and it will be sent directly to him from which he would contact me and schedule the installation of the part I of course was irritated and furious. I had only used this product a couple of times but it took days for the technician to come out, and it even took longer for me to get the part, only to realize that the wrong part was ordered. I contacted the service representative who could give me no concrete/satisfactory answers. I then asked for her supervisor. I again had to explain my frustration to the supervisor. She then told me that she was sorry and that there going to order the part from the manf. and have it replaced. When I asked her how long that would take I was told 7-10 days. When I explained to her that it was a "special part" she then told me a "little longer". I then assumed and told her that it was to be another month because that was how long it took the first time. She was in agreement with me.

So I asked her how she could be certain or even guarantee me that the right part will be ordered. Her answer was " I don't know". I then asked her what part was actually ordered, she told me she doesn't know. I then asked her who was the technician that came to my house, her answer was again "I don't know." She could however, coincidently, tell me that the technician who came out the first time was the technician who came out the second time, even though she did not have a "name in the system". I then asked again her how she can be sure he will order the right one this time and she told me "I don't know." Imagine my discontent of the handling of this situation as well as the fact this supervisor could not give me any definitive answers. I

ran everything by her again:

-she could not tell me who the techncian was, even his name

-she could not tell me what part I needed to be ordered.

-she could not tell me when this part will arrive

-she could not tell me that it will be the right part

-she could not give me any information at all She just told me to "Trust him." And I therefore asked her how? She said "I don't know." I asked her what she was going to do to compensate this situation given the fact that I spent close to 5000$ in a matter of 3 months as well as purchasing a performance service plan that was already failing me. I have been actually losing money, considering the fact that I actually bought this machine so I would not have to pay for washing/drying my clothes. I have the machine and still I am paying for laundery.

She said nothing, I can do nothing except wait and to call them when the part arrives and hopefully it will be the correct one. I told her that since I was not getting any straight answers, I asked her to transfer to someone who could. She then told me that there was no one. I told her that I wanted another technician to come out and confirm the specific part that was to be ordered was indeed the correct one and she proceeded to tell me that I will be charged a $35 service fee. Furious and in disbelief, I then asked her to transfer me to the department that dispatches the technicians and she told me she can't and from there, hung up on me. The story does not end here. I received a call from the same "Customer Care" department from Best Buy asking me if indeed the technician came to repair my appliance. Of course not! He did not order the wrong part to begin with. I do not understand that in such a sophistacted world, the age of super technology, these people do not have in the system that the wrong part was ordered, there is a disgruntled customer, and a formal complaint filed against a supervisor. I intend to file a claim against them with the Better for Business Bureau, explaining my experience with this company. I do not wish this headache upon anybody. Even at the worst, cheapest diners, if you are not satisfied with the service or your order, they will replace it immediately without questions. It is not onlythe fact that the wrong part was ordered or even the fact that I have to wait another month before it even arrives, it was the rudeness and unwillingness to bend to the clientele of the supervisor that will never make me or anyone I know shop at Best Buy again. Fay H

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