James sent a message to Hubert Joly President and CEO, Best Buy that said:
I am sending this email after a very frustrating day with the Pittsburgh, Pa delivery service. I asked for a manager and got a supervisor. When I asked again for a manager she explained to me that managers don't talk to customers. So I am sending this email. Let me set up my experience with Best Buy. I was to get a call the day before telling me the time. I never did but I did find an email later that day but wasn't looking for an email the paper work stated a phone call I called the number and put in my order number and it worked correctly. Let me start by say that everyone I talked to was very polite but getting the people onsite to install the dryer was horrendous to say the least. My time was 1600 - 1800 and at 1800 I called looking to see where the installers where. I was told after they got hold of the installers that they got held up and would be there in 60 to 90 minutes. I explained a simple phone call would of helped. After 90 minutes no installer. I called back got transferred three times to the wrong departments and disconnected once. I finally got hold of the correct person and was told that the installers were done for the day and would have to reschedule. Once again no call from anyone telling me this until I called back. I am on call two weeks every month and only have two Saturdays off a month if I am lucky mostly just one. I have been in the field for 34 years and the first rule is always keep the customer informed. You can do the best job at selling but a good delivery/ service department is what will make the customers come back. Most products we buy today there is very little difference in price from company to company but a bad experience is what sends people running to your competitors. I will never buy an appliance from Best Buy again and still am considering if I want to reschedule this one. I definitely understand install problems but will not except not being called.
James
