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Hi there, and thanks for contacting us. We hate to hear there’s been difficulty with removing your older microwave – we know this must be frustrating, and we regret any inconvenience you’ve experienced. As you are working with Best Buy on installation, we would recommend contacting Best Buy/the installation companies to see what the issue is; they would be best positioned to assist. If you’d like, you’re welcome to reach out to us with a private message over our GE Appliances social media (such as Facebook or Twitter) with the model number of your older microwave. If you can provide this information, we can certainly see about supplying the installation instructions for the model; this may be helpful in the uninstall process. We’re also glad to help with any other concerns or questions you might have, and we wish you all the best. -Sarah@GEA
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