On September 21, 2010, we went to the Best Buy store in Baton Rouge and purchased a new GE washer and dryer. We had placed 4 service calls for the washing machine with the last call being made on October 17, 2010. Every service call was for a different problem with the washing machine. We spoke with a supervisor at 1-888-Best Buy on October 17 due to the ongoing problems with the washing machine and the fact that the service man who was called out to work on the washing machine made numerous appointments and never called nor showed up. The supervisor we spoke to told us to go back to the store where we had purchased the washer, inform them of the problems and they would replace the washer with a new one. I went into the store on October 20 and spoke with the appliance manager, informed him of the problems and after telling him I was not going to have the washer serviced again, he finally began to process the order for the new unit. On the original purchase, we paid the fee for delivery and set-up and the appliance manager was trying to make me pay this fee again to exchange the defective product that was sold to me from the very beginning. After spending more than an hour in the store trying to get this matter handled, delivery of the new washing machine was scheduled for Saturday, October 23 (Order #1110293639387). Saturday came and we received no call nor delivery of the new unit. On Monday, October 26, I called and spoke with the store manager regarding this and after research, learned the washing machine was on back order and it would be a couple of weeks before I could get the new unit. I then asked him why the delivery had been scheduled for Saturday (as clearly stated on the order). His reply was simply "I cannot answer that question." At that point, I told him I wanted him to go back to the appliance department and find another GE washing machine comparable to the one we had purchased and I wanted it out here this week. I received a call from him yesterday after informing me he was able to locate another unit and scheduled delivery for tomorrow, October 27.
I cannot begin to express my dissatisfaction and anger with Best Buy in this entire matter. In the month and a half I have owned this new washing machine, I have been able to wash only 7 loads of clothes. I have had to endure the time, expense and aggravation of taking my laundry to a washateria when I have a brand new (non-working) washing machine in my home. The actions of the service man called out each time to work on the unit with numerous scheduled appointments with no-shows/no calls and then when he did show, his wife was present with him were totally unprofessional and rude.
No offer nor apology has been extended by Best Buy in my problems and expenses incurred with this purchase. If this is what I can expect from Best Buy, I will never again step foot in a Best Buy store and I will inform anyone and everyone of my most unpleasant experience.
Karen Fussell

WHEN ‘POLICY” SUPERCEEDS LOGIC

We almost lost our home to a flood because Sears would not make an exception to their “policy” of not scheduling repairs on a Sunday.

We ordered a washing machine from Sears. They came to install it on 7/26/2008 which was a Saturday. THEY LEFT A PART OFF FROM THE OLD MACHINE CLAIMING IT WAS NOT NECESSARY. After installation there was a small drip coming from one of the hoses, it quickly turned into a full spray of water from the hose FLOODING OUR HOME. We called them back and they came and said it was a drainage problem with the building (We live in a condo). Later that night we called Sears again speaking to a representative named "Claudia" who said that because it was not during business hours so they cannot send anyone out a plumber. The reason was because it is not Sears policy to schedule repairs after 5:00PM on Saturday. We then contacted our Management company who sent a plumber to snake the pipes.

The next day (which was Sunday) 7/27 water started spraying again FLOODING OUR HOME. We called Sears. First I spoke to a representative named “Erica” put us through to a Manager named “Marcus”. Marcus could not help as it was “Sears policy not to schedule repairs on a Sunday”. I was then transferred to “Alex” in Sears National Relations Department and Ultimately “Mark” the Supervisor of the National Relations Department. They too were unable to help because it was “against Sears policy to schedule repairs on Sunday.

In the end a second plumber called by our Condo Management company was called in and after inspection realized the problem was that the piece Sears repair service claimed was “not necessary” needed to be re-installed.

I WILL NEVER BUY ANYTHING FROM SEARS AGAIN