Best Buy & Geek Squad Policies

[BBLonestarMA]

Good afternoon -

I am wondering if anyone else has had this experience.  A few weeks ago I purchased a 52" Samsung LCD TV, TV wall mount, and all kinds of other cables the Best Buy salesperson said I needed, in addition to paying about $600 for Geek Squad to do the wall-mount tv installation, and build and run some custom cabling.  

As I'm reviewing the product and service purchase with the salesperson, he went over all of the different "service components" and their associated charges (which I was fine with), and then at the end had an additional charge called "premium tv delivery" of $100.  When I saw this, the following conversation ensued:

   Me:   "Oh, is the tv delivered on one day, and the service performed on another day?"  

   BB Salesman:    "No, the people doing all of your installation service will be bringing your tv with them.  Just one trip."

   Me:    "Well if they're already coming to my house anyways to do the $600 service, then why am I being charged $100 on top of that for the same trip?"

   BB Salesman:     "This is how we do it.  In this case it's really to reserve the spot on the truck for your tv."

Well, I paid it - but it didn't sit right with me.  Is this consistent with anyone's experience?

[SlimJim77]

---"Is this consistent with anyone's experience?

Nice question.

The answer is, yes. BB has delivery people. BB has install people. They aren't connected by anything other than being employed by BB. If you don't mind waiting for at least a two-day process, you could have saved yourself $100. Because of the extra travel involved with a one-stop trip, they assess a premium delivery.

[stldude29]

I believe there are 2 different options for delivery. You can have a regular delivery for about $50-$60 which will have the wharehouse people deliver your stuff one day and then have the Installers come out the next day OR you can pay the extra $40 or so to have the installers bring everything out with them at the time of Installation.

[BBLonestarMA]

Thanks for the quick replies.

I did neglect to mention that towards the end I did ask if this was the only delivery option, and was told 'yes,' unless I wanted to save the $100 and take the tv with me (which wouldn't have fit in my car).  Sounds like I was either had, or the Salesperson didn't know what he was talking about.  As far as Best Buy's scheduling goes, the salesperson told me that after the next two days from when I bought, their schedule was wide open.  I believe his exact quote was "With the economy the way it is right now, you can pretty much pick your day."

To SlimJim77 -  I'm sorry, but I fail to see how the one-stop trip is extra travel as compared to two separate trips which I did not have.

[BBLonestarMA]

... and also, they already had my tv in stock from the day I purchased it - so there wasn't any warehouse-to-store or store-to-store delivery involved.  I was specifically told that everything - the tv, the installers - come from that store (the Framingham, MA store).

[MobileExpert]

I believe it would be extra because the installers leave in the morning for their jobs. They'd have to add an extra job for this delivery. Also, I think the delivery guys would still have to deliver it, after which the installers arrive. Don't quote me on this, though, because I don't work in HT.

[Elizabeth-BBY Community Supervisor]

Dear BBLonestarMA, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Tvaholic]

a similar thing happned to me,. I bought a Samsung LCD 52' which on the website said it was free delivery and setup included.

Well at the store when i mentioned that I was told i needed to stop asking for free stuff and that BB wouldnt make any money id tf they gave everything away for free. Anyhow I wasnt asking for anything more then what was on website..

They chagred me 100 for tv video setup  and a 50 dollar trip fee. so for setup and delivery an extra 150.

And all they are doing is delivering it , taking it out of box and putting on stand on my tv stand.

I didnt argue it cause i was made to belive that was the way it went, Buta fter making my post on here , Some of the BB employees that post agree with me as does the consumer relations lady i talked to on phone that i shouldnt have been charged.  im just waiting for a BBY advisor on here to take the next step.

Anyhow i hope it all works out for you.

[Aaron-BBY Community Connector]

Hey BBLonestarMA,

Congratulations on your recent purchase! Buying a new TV can be quite an exciting experience, especially if custom installation is being done so that it fits perfectly into your home. I do apologize, however, if there has been any confusion regarding our service fees.

Best Buy® treats delivery and installation as two separate services, so the $600 you paid for wall mounting, wire concealment, and other custom work would not have included delivery. Obviously, we do not charge a delivery fee to customers who opt to bring products home themselves, but we do whenever a product (TV or appliance) is delivered by one of our stores or regional warehouses.

Now, when it comes to the actual delivery service our stores offer two different types: standard delivery and premium delivery. Standard delivery means that our technicians simply drop the product off and plug it in to test for functionality. Premium delivery, on the other hand, also includes remote control programming and the connection of the TV to an existing cable/satellite source.

Hope this helps you out, but please do not hesitate to let me know if you have any additional questions!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.