Best Buy & Geek Squad Policies

[djtorch]

Hello, 

I arrived in Fairfield best buy to get an amp install. The Geek Squad Team member and I chatted and informed me it would be 75.00 to install the amp. But, instead of running the wires from the amp to the speakers, he connected them to the existing wiring done by another installer to avoid removing the door panels. After the job was done, I left and went about my business. I then noticed that the sound from the left door speaker kept dropping. In addition to this issue, my Bass was all messed up and the settings were changed. I would have gone back immediately, but i have other appointments to make. On another day, I called up the Geek Squad and ask to see if they could take another look since I was having issues with my sound system. The gentleman I spoke with told me they were to busy. I then took it to Vallejo. He said he needed the actual work order receipt and he then looks to see what the problem was. After doing this he discovered the problem was probably in the wiring to the door speaker, but he refused to work on the problem without me paying an additional  amount. He then told me that I would have to take it to Fairfield for any warranty repair. I was not too happy about this, but I kept my cool and left. Before I go further, let me go over what has happened so far.

I request an amp installed.

The installer quoted me a price of 75.00 for a two channel amp install.

They did the work (tapped into my existing wiring and installed amp)

After they did the work, the sound system did not sound right.

The bass stopped working

The Driver side speaker kept losing volume

I discovered the sub amp was no longer functioning.

I called best buy to look at the problem and they were too busy.

I made another appointment and brought the car back up to fairfield (I live in Vallejo).

I told them the problem I was having. This is where things got really upsetting for me.  I was informed that it would cost me money to repair because they did not connect the wires directly (like he was supposed to) to the speakers in the door and it was the prior installers mistake that they speaker did not work. I then confirmed with the guy that an amp install includes connecting the speakers from the amp directly to the speakers. He said, "yes". This was messed up. I had to pay 40.00 more to have him redo something that they did not do properly in the first place! 

Let me break this down one more time! 

The amp install include connecting the amp to the speakers. From the posts on the amp to the posts on the spreakers. 

Instead of running the wires post to post, he ran the wires from the post to the amp and then tapped into the factory wiring that was already there, instead of runnig the wiring directly to the speaker (i.e. shortcut).

Then I had to pay 40.00 more dollars to have the driver side speaker rewired because they did not do it in the first place. 

GET THIS!!! NOw the speaker on the passenger side is doing the same thing!!!!

WHAT"S UP??? 

[ggg05a]

Hey -

So I did Best Buy CarFi install for 7 years.  I loved my job, (Law school made me quit) and lemme help you out with this, or at least give you some prospective on the situation. 

You first complained about using existing speaker wire to install a two channel amp for door speakers.  This is customary, not just at Best Buy, but many speciality shops as well (CarToys, Ultimate Electronics, etc.).  Why you might ask?  There is absolutly no net gain from running new wire to after-market speakers unless you have speakers such as Focal Utopia's and are running them at full power (200watts RMS+).  Odds are you didn't have Best Buy install a $1,000 pair of speakers with a $1,500 amp to match.  That being said, even moderately good equipment sounds great of 16-18 AGU wire installed by the factory.  Running new wire throug the boot of most cars is extremely expensive, and time consuming.  If you wanted a complete re-wire, expect the installer to quote you $250+ just in labor alone. 

Sound from the left door speaker kept dropping?  Do you mean kept cutting out completely or just got quieter on its own?  If it was cutting out completely then there probably is a loose wire (installer error).  However, if it just gets quieter on its own, then the connect between the product (installer's job) is fine.  If you supplied your own amp, and didn't purchaser it new then it is probably your amp that is the problem, not the installer.  So if this is some pawn shop amp, or a Craigslist amp, don't blame the installer first.  Do your research and use some commen sense. 

Next, you complain about wanting to be charged for a rewire?  Sorry bro, but pulling up door sills, lower B pillars, the back seat, and a door panel takes time, and cannot be free.  Back when I was at Best Buy, I'd make a deal with you, I'd do the work for free, and if it solved the problem it was free, if it didn't solve the problem (was an issue with customer supplied product) it would cost you double to get your car back.  Please realize that these guys have budgets to hit, and a job to do.  They *cannot* be held accountable for defective customer supplied product.

Lastly, I can almost guarantee you the installer never told you he would run new wires to your speakers in your doors for free, or include the price in the price of a normal amp install.  If he did, then he isn't charging customers enough, and probably needs to be sat down with a CSM. 

If the speaker gets loud and quiet all on its own, then the problem is with the product, and not with the install.  Quit buying used stuff or "Alfine" products from pawn shops or craigslist and start buying brand-new-in-box stuff and you won't have theses issues. 

[Ryan-BBY Senior Social Media Specialist]

Hello djtorch-

Justin from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[ggg05a]

Translation: We'll take care of this so you tell your friends BBY is still a cool place. :-/

I worked at an OOM store, and would flat refuse the corporate requests to do hundreds in labor for free. I could take 2 PCRs every 3 months for insubordination, and still be free. Lucky for you there are ton of stores in SoCal. Someone will cave.

[djtorch]

I think your complicating this issue. I asked them how much it would cost for an amp install. I asked them if that included wiring the amps and they said yes. They told me how much it would be. The price is what it is. Not at anytime did they mention using the existing factory wiring. I don't have focals (yet), but there's a good chance I may buy some in the future. Right now I have Infinity Kappas, which are pretty good speakers. 

The one thing I do agree with you on is that if the speaker sound cuts on and off that it's an installer error. That's the situation in this case. The speaker play or they don't play intermittently. 

I believe you're missing something. The installers at Best Buy told me it's was the prior installer fault the speaker (now speakers). fault they did not work. That's stupid. If they would had wired post to post, this problem would have never occurred, because best buy amp install would have replaced the faulty wiring in the door as well since it would have been covered in the overall install. 

Let me make this clear. I asked them if they would run wire from the rear of the car to the kappa speakers in the doors. I said nothing about using the existing factory wiring. 

Lastly, You're speculating way too much! You were not there and did not year what was said. The speakers (Infintiy Kappas) were purchased BRAND NEW! The amp connected to the speakers at the time is BRAND NEW IN THE BOX. Stop speculating dude! If you keep speculating, you're gonna make a shiity Lawyer!!!

[Justin-BBY Community Connector]

Hi djtorch, 

Welcome to our forums!

I think it's safe to say that most people want a fully functioning stereo system in their car. I'm sure that it was unnerving to find additional audio issues after the installation and that additional costs would be necessary to complete. 

Since I'm not an audio technician, I cannot say why all of these problems existed after your amp install. What I can say, is that it seems there may have been some miscommunication during your situation which has caused additional strife. Whatever the case may be, I sincerely apologize for any inconvenience and I'd like to personally follow-up with you about how we might be able to resolve this matter. I'm sending you a private message to gather additional details. PMs can be viewed by logging into your account and selecting the letter icon in the top right corner.

If you have any other comments or concerns, feel free to reply here or send me a private message.

Sincerely,