Best Buy adventure

Went into Best Buy on June 30 to buy the new iphone 3Gs (fantastic) and while there started checking out the refrigerators. One of them was on sale due to open box. Brought my wife in that evening and purchased. Delivery was set for Monday, July 6.

On delivery, they got the refrigerator in place and the water line hooked up. We tested the water at which point the left door leaked all over the floor. The delivery person stated that a repair person would come out and repair it. So when I called Best Buy afterward they said they couldn't repair so they would have to replace. I had been working with Debbie at the Leesburg Best Buy on it.

On July 16, they came and took the refrigerator. Debbie said she tried to do a replace right then but their system required a return back to the warehouse and then a replacement send process.

On July 21 (today), I called Debbie again to ask about the replacement. It is becoming really irritating now as we have to go into our garage to get food out of our old refrigerator. She said that the return was entered as a 'return' instead of a 'refund' or vice-versa so she had to get that changed in the system in order to get the replacement sent out. I told her that we are being inconvenienced by having to go into the garage to get our food. Not to mention no ice-machine or water from the refrigerator. She said she will work on it today when she gets back at 4 pm.

The customer service has actually been pretty good all the way along. But the time delays are frustrating and their system seems antiquated to handle these things. Yesterday, Chris at Best Buy told me the warehouse inventory system was down so he couldn't do much.

Addendum 7/23/09:
All is well and we got the new refrigerator. I'm writing a letter to the store to express my gratitude for Debbie's effort and keeping me apprised along the way of the situation. Great customer service!