Thread by @boltyboy

It's amazing but @BestBuy's home appliance service seriously sucks. It has gone off the rails in a massively bad way.

You'd think they'd have a multi-platform CCRM that worked but it's a disaster /1

@BestBuy My washer broke after 90 years--fair enough. And I spent a loong time on a customer IM chat figuring out if there was an available washer that would stack under the still working dryer (that was stacked on top of it). the answer was no /2

@BestBuy So in the same IM chat the @BestBuy agent suggests a replacement washer and dryer, and all the stuff required to put it in, and added installation and delivery. Pretty snazzy /3

@BestBuy Apparently the @bestbuy agent forgot to add removing the old ones (even though most of the conversation was about the old ones!) Remember that for later... /4

@BestBuy I couldn't be in the apartment on delivery day but someone else was. No delivery showed up. I later found that they said that they had called and left a message saying the truck had broken down and they weren't coming. I got no such voicemail (all recorded in @googlevoice) /5

So that night I call @BestBuy to complain and there is an 86 minute estimated wait time. So I go online and the appointment is already cancelled. I set it for the next available time (Tuesday). /6

@BestBuy On Monday night I have brainfart and realize that they only have my number, not that of the person waiting. So I get on the chat and have a long IM adding that number to their system (Note you can NOT add it to your account page or the appointment page at @bestbuy) /7

@BestBuy The next day the person waiting tells me that they haven't shown up. Bear in mind I was at the #health2con conference all day and unavailable. (I later found a voicemail on my number not his from @BestBuy saying that they were outside). /8

@BestBuy He (my designated wait-er) now calls their hotline and they rescheduled for today. This afternoon I get a call and it's @BestBuy again outside the apartment. I tell them to call the person inside, and finally they connect and the crew gets inside /9

@BestBuy You know what's coming next! The crew have come to install the washer and dryer but they didn't bring it with them!

So at least they can take the old/broken ones away, right? Oh, no. Remember back to the original order? My IM agent had not added "remove the old ones" /10

@BestBuy Next I call customer service. The agent says that they can reschedule the drop off & install. But taking away the old ones has to be a separate appointment. Again on a separate day! I'm getting a bit heated by now. /11

@BestBuy Here's the convo
Why cant we just add a "remove" to the order?
Well we have to cancel and reorder.
OK when could a new order be scheduled?
I can't tell you that without doing a new order.
So do one
But then I have to enter all these SKUs again? /12

@BestBuy So do it
But we have to cancel your current order?
Why I may not confirm the new order if the date is too far away?
OK putting you on hold
<5 mins later>
Oh I found out that my supervisor CAN add a "remove old washer" to the order, so I did. But it's going to cost you $40 /13

@BestBuy So there is some chance on Tuesday (next available date) that @BestBuy will deliver & install the new washer/dryer and take out the old ones.

But there is a higher chance that this becomes a business school case study in how not to integrate multi-channel customer service /14

@BestBuy And for my health care peeps who think I'm just ranting here (which I am)....

Remember that @BestBuy bought @GreatCallInc with the goal of creating a seamless customer service experience putting medical monitoring equipment in the homes of seniors! Good luck! /15

And as a CODA to my @BestBuy rant, I got an email from @TheDoctors TV show advising how to avoid those huge surprise medical bills /16

It is quite the list

"Triple check everyone involved in the surgery is in your network. Just because your hospital is in network does not mean that everyone on staff is.

· Confirm their in-network status in writing with the billing department.. (cont)

/17

.....Ask your doctor for breakdown of estimated cost beforehand

· Triple check the insurance summary that you received when you first enrolled

· Get a details plan for the surgery from your doctor and go over it with your insurance.....

(it goes on) /18

· Ask if anything with require pre-authorization or pre-approval"

Did you get all that? Do you think that the average patient going into surgery--even if it's elective and they are conscious--can deal with that?

How do you think my @BestBuy agent would do?

@threadreaderapp please

@BestBuy unroll @threadreaderapp please