I Will Never Buy an Appliance Online or In Store from GE or Best Buy Again


This is how it arrived dented. Since dents do not affect the working of the machine I accepted it.

My problems with this washing machine began the minute I placed the order with Best Buy to purchase a GE washer and dryer set online. Best Buy took my money without a hitch and sent me the confirmation of the placed order to my email, saying that at least 48hrs before the delivery they would contact me to see if I needed instillation, old appliance removal and to let me know what I needed to do in advance of delivery, especially during covid 19. At this time, I was supposed to get a three-hour window for delivery on the date guaranteed on the shipping notice I also received by email. Unfortunately, their computer taking the billing information was malfunctioning and it was taking down the customer contact phone numbers incorrectly so they could not do the advance calling, leaving me to get in touch with them the morning of the proposed delivery.

The service agent did apologize and said unfortunately because of timing and the malfunction that I would have to dispose of my old machines myself. I am 66 years old, have had spinal decompression surgery combined with cervical fusion surgery, due to Cervical spinal stenosis. I am not allowed to lift anything over 15 pounds. Fortunately, the delivery guys were willing to take the old machines away once they noticed that I am barely able to walk. The machine however did arrive with dents, but by this time I was so grateful that they were going to take the old machines and felt that the dents would not affect how the machine would work that I tipped the guys and was grateful that after a moth of waiting for delivery, my machine was finally here.

That towel used to be bright and white, before it was washed in the GE washing machine from Best Buy.

My next problem was with my 1st wash and never ended. I put in a whitewash and followed the instructions in the operations manual. I had to because I had never had a High Efficiency or (HE) washing machine before. I did the wash and noticed that the whites were not bright, but dull and that they had stains on them from the softener.
I then did my bed spread and to my horror the washing machine had pulled the threads causing the material to bunch and the bed spread to be damaged enough for me to consider it ruined and the washing machine to be either malfunctioning, or not what I wanted to buy so I decided it was time to call Best Buy and see what could be done. I told my story to the service agent, and she advised me to call GE and request a ‘Return Authorization Number’ and told if GE refused to give it to me that they would get it from GE for me.

I called GE and talked to one of their representatives who listened to my complaint, apologized for the problems I was having and told me that a service man would be coming to access and fix the problems I was having with the washing machine. I agreed and an appointment was scheduled. As promised the service person arrived and proceeded to check out the machine which consisted of filling it up with water and then draining it back out as well as listening to it agitate. He concluded to me that the washing machine was working just fine. When I showed him the damage I am showing you in the pictures he said, “I have seen worse damage and that I should count myself lucky.” He advised me to only use the heavy load wash cycle, because that was the only washing cycle that gave enough water to clean clothing and that the rest of the cycles were for show to allow for higher pricing.

This is what the GE washing machine I bought at Best Buy did to my bedspread.

I called GE and talked to one of their representatives who listened to my complaint, apologized for the problems I was having and told me that a service man would be coming to access and fix the problems I was having with the washing machine. I agreed and an appointment was scheduled. As promised the service person arrived and proceeded to check out the machine which consisted of filling it up with water and then draining it back out as well as listening to it agitate. He concluded to me that the washing machine was working just fine. When I showed him the damage, I am showing you in the pictures he said, “I have seen worse damage and that I should count myself lucky.” He advised me to only use the heavy load wash cycle, because that was the only washing cycle that gave enough water to clean clothing and that the rest of the cycles were for show to allow for higher pricing.

I called back Best Buy and told them what had transpired, and they told me that they were escalating my file up to a manager status and they would be interceding on my behalf to get my return authorization number and sent me this email.

From: Mon- Service Requests [cservice@mabe.ca]
Sent: 8/27/2021 11:38 AM
To: customerservice@bestbuy.ca; cservice@mabe.ca
Subject: RE: Regarding: Return Authorization Number Request for GE Washer [ ref:_
Hello,
We have created a relations file that will be reviewed by one of our managers. They will be in contact with customer as soon as possible to discuss their concerns.
Please use file number______
Thank you,
Kenya Esquivel
Consumer Service Department
M.C. Comercial Inc.

This is some of the back and forth that got me nowhere and why I will never buy anything from Best Buy or GE ever again.

Hi M—-n,

Please find below email that we received from GE customer service. I will keep you posted for further update.

Sincerely,
Pragati
Home Delivery Customer Service Representative

————— Forwarded Message —————
From: Mon- Service Requests [cservice@mabe.ca]
Sent: 8/27/2021 11:38 AM
To: customerservice@bestbuy.ca; cservice@mabe.ca
Subject: RE: Regarding: Return Authorization Number Request for GE Washer [ ref:_00Df432MZ._5003o1UG3bE:ref ]- 40201635
Hello,
We have created a relations file that will be reviewed by one of our managers. They will be in contact with customer as soon as possible to discuss their concerns.
Please use file number 40201635
Thank you,
Kenya Esquivel
Consumer Service Department
M.C. Comercial Inc.
T. 1-8005613344
* cservice@mabe.ca<mailto:cservice@mabe.ca>
[Company Email Signature]

From: Customer Service <customerservice@bestbuy.ca>
Sent: jueves, 26 de agosto de 202103:19 p. m.
To: Mon- Service Requests (Mabe, CAN) <cservice@mabe.ca>; Mon- Service Requests (Mabe, CAN) <cservice@mabe.ca>
Cc:
Subject: Regarding: Return Authorization Number Request for GE Washer [ ref:_00Df432MZ._5003o1UG3bE:ref ]
Good Afternoon GE,
I Hope all is well from your end.
I am writing this email on behalf of customer  (Phone number- . M—-n is having an issue with Washer as cloths are ripping and they have to use full tank water level always. He is called in GE earlier and file number is 40201635and customer service agent advised him that someone will contact within 48 hours but no one reached out yet and technician was not able to find any issue with washer as well.
Customer would like to return the washer and looking for Return Authorization number for GE GTW485BMMWS 4.9CF Tp LOAD WSHR WH-ESR Please provide and let us know if any information required from our end.

From: Customer Service<mailto:customerservice@bestbuy.ca>
Sent: October 5, 20214:38 PM
To: email
Subject: Your BestBuy.ca Inquiry [ ref:_00Df432MZ._5003o1UVUh7:ref ]
Hello M—-n ,
We have received an updated response from MABE (GE). The manufacturer is encouraging for a second assessment to be completed by a 2nd technician dispatch.
I understand the circumstances and possibly miscommunicated details have been far from great to your experience, but if you choose not to proceed with the suggested second assessment, unfortunately we would not be able to move forward with the warranty claim.
Please advise if a representative from GE can reach out to you in making further arrangements on the assessment.
Thank you,
Connie
Executive Resolution Associate, Customer Experience Team Best Buy Canada

From: Customer Service
Sent: October 6, 2021 4:54 PM
To: email
Subject: Your BestBuy.ca Inquiry [ ref:_00Df432MZ._5003o1UVUh7:ref ]

Hello M—-n, While I understand your claim and apologize for this experience, it is our right to work with the manufacturer to offer an assessment and/or repair of the unit.

On that note with the refusal to move forward with a 2nd GE technician’s assessment, please have your legal representation contact our Legal team in writing to the address below if you would like to pursue this further.
Legal Department | Best Buy Canadian Headquarters
8800 Glenlyon Parkway, Burnaby, BC, V5J 5K3
We appreciate your patience and understanding throughout the process.

Thank you,
Connie
Executive Resolution Associate, Customer Experience Team
Best Buy Canada

To: Customer Service:

2021-10-06 8:26 PM

I fully cooperated with GE, and they sent their guy to my house to evaluate and repair the machine. The guy as you are well aware gave the assessment that nothing was wrong with the machine and that the thread ripping, and the stains left in clothing were normal. There is nothing in the warranty that states that GE has the right to repeated tech visits and that Best Buy has no responsibility in this matter. I am more upset that Best Buy refuses to stand by what sells to it’s customers and seems content to abdicate Best Buy’s responsibility to sell quality merchandise to their customers to GE and others. I will be initiating the class action suit and you can look forward me on every consumer advocate program across the country, in the newspapers and across the full gambit of social media. I will junk/sell for scrap the washing machine in question and buy another that works from a reputable appliance dealer, in person and not online. My number one priority now is to warn all the unsuspecting, trusting people that I can not to buy anything from Best Buy or GE. I assure you that I will reach a lot of people. I write 3 blogs and have over 100, 000 followers. I am retired and have a lot of time to devote to this cause. I understand that you are not responsible for the actions of your company or the actions of GE so I will say thank you for at least answering my request even if the problem was not resolved to my liking. Please understand that now I will follow through with what I said I would do with the class action lawsuit and the campaign to warn others.

Sincerely,

M—-n

Sent from Mail for Windows

I have always gone to an appliance store with my wife to buy our new appliances…a store that sells only appliances, to see what I am buying and to talk to a knowledgeable salesman about things quality, warranty, return policy, repairs and servicing and the like. This time I didn’t and as a result I will never again but anything from 2 brands that in the past I would have given 10 out of 10 for my personal satisfaction with their products, their customer support, and their desire to maintain high customer satisfaction levels.

Best Buy: What I got from Best Buy was the runaround, a refusal to accept responsibility for a malfunctioning washing machine, even though it was them who sold me the machine not GE. I bought the machine online from Best Buy because in the past I have bought my computers, laptops, cameras, and electronics from them, because they were always professional, knowledgeable and always stood buy what they were selling in their stores and had no reason to believe that policies regarding customer service, customer satisfaction and professionalism had changed. I want to warn all who would be thinking of buying a major appliance to steer clear of Best Buy, because according to them through their actions or lack there of, they are only a 3rd party seller and do not hold companies like GE whose products they sell in their stores and online to any standard of quality, be it the functioning of appliances. return policy, customer satisfaction, or professionalism.

At the end of all of the back and forth it was clear to me that Best Buy was never working on my behalf as they tried to convince me of in our first few conversations and emails. In the end they declared their right to side with GE as they stated in their last email to me. \

This was my experience buying major GE appliances online with Best Buy.  You have been warned and now you know the truth about Best Buy and GE…the rest is up to you.

GE: I have never seen a company with such a good name and history go down the tubes so quickly. According to their repairman told me on the day of his visit. He said that GE:

  • Knowingly sells malfunctioning machines at a lower price pretending that GE is selling high quality machines at a sale price and is a good deal for the consumer instead of the real reason which is to unload them on a unknowing consumer, to get rid of them.
  • Understands all of the cycles and functions shown on the machine except the heavy wash and deep load function are there solely for show and to convince the buyer that they are getting a good value for their dollar, when they are not.
  • Knows that the machines do not have enough water in the rinse cycle to get out fabric softener but tries to convince their clients that they are overloading the washing machine, or to use a non colored softener. To me this just hides the stain but leaves the extra softener in the clothing.
  • knows that the machine is responsible for ripping the threads out of bedspreads, sheets and other things, but said that I was lucky because my machine was doing minimal damage because it was new. He went on to say that he had seen far more damage on older GE/HE machines.

I was by the GE repair person that I should consider myself lucky and accept the fact that there was nothing wrong mechanically with the machine and what I and other customers were experiencing was the growing pains of new technology.

The worst thing though was that a GE customer service representative named George Godfnez got agitated when I asked him repeatedly if GE even care about customer satisfaction. George answered by saying the I should read my warranty…then I would know that the GE limited warranty only covered repairs, not customer satisfaction. George went on to say that it seemed like I was looking to return the machine and get a refund which GE doesn’t do and that I should get back in touch with Best Buy, because that would be theirs to do.

This was my experience buying major GE appliances online with Best Buy.  You have been warned and now you know the truth about Best Buy and GE…the rest is up to you.

About archemdis

I try to say what is on my mind and not hurt others, but some things need to be said whether they hurt or not and I do just that. I try to listen as well as talk, but my opinion is just that mine. You need not take it as your own, just respect the fact that I am entitled to it, as you are yours. I do read all comments, but will only answer, or allow to be displayed those which adress me by name, refer to the post by name in the comment, or that have been sent through the proper channels. In this manner I can tell whether the comment was meant for me and that it is not just spam.
This entry was posted in Appliance Stores, Best Buy, General Electric/ GE, Uncategorized and tagged , , , , , , . Bookmark the permalink.