Antonio Vazquez sent a message to Hubert Joly that said:
Good afternoon Sir.
The reason I am writing to you is to solve an issue I have with one of the products I bought from Best Buy. I already tried to solve it utilizing the customer service line, but that turned out to be a really bad and disrespectful experience.
This is what happened. I bought a range oven along with many other products about a year and a half ago. I had the products delivered and âprofessionally" installed by Best Buy. I never noticed that the oven was missing the range bake element that goes on the bottom because I never baked anything (I do not cook much) and because I am not an appliance specialist. Now that my girlfriend moved in with me, she noticed that nothing gets done in the oven, and she pointed out to me that my oven was missing a part. Thatâs how I found out that this part was missing. It never came with it. She is into cooking and baking, and she knows about these things, but I do not.
When I contacted customer service they were very unhelpful and disrespectful. This is not the concept I had of Best Buy. I have been a great customer. I have spent thousands of dollars in products I have bought from you, and this is simply not a fair treatment to a customer. All I want is the part that was missing in my oven installed and functioning. I was not treated appropriately and with the respect any customer deserves. Basically, I was called a liar. The supervisor I spoke to over the phone told me that I should have noticed that that part was missing and that he did not know whether that part was really delivered or not despite my statement and assurance that it was not. I thought Best Buy had the best of the best installers. They are the ones who should have noticed that that part was missing because they are the âprofessionalsâ. However, they did not mention anything, either because they did not notice it, which puts in question the knowledge of these installers, or they did notice but did not say anything, which puts in question their integrity and respect for customers. Neither one looks good on them.
Best Buy delivered a product that was missing a part. The installers did not do a good job because they installed a product that was missing a part. As professionals they are, they must have notice it and fix it. It is very unreasonable to think that the customer is going to be aware of these details because I am not the professional, you are. I do not think I should pay for this part. This is an issue that should have been solved right away and in a courteous and apologetic manner.
I also expect an apology from that department. You can look into my records and see all the purchases I have made. I expected more and better service from such a reputable company. It is sad that people like these put your name at such a low level.
I appreciate your assistant with this issue.
Sincerely,
Antonio Vazquez
3267 SW 1st Street
Miami, FL 33135
786-554-4945
Feel free to contact me.
