Best Buy & Geek Squad Policies

[djtorch]

I have to say, this has been a terrible experience. I was informed that I could get car audio issues resolved from an install I had one at Best Buy for the life of my car. I have to say that I am insulted by the results. I'm not going to state the location of the install online, because that's irrelevant. What is relevant is that two locations in my area failed to adhere to company policy and warranty my install. In addition my JL audio sub amp failed to work shortly after they installed the addition amp, which was brand new. 

I have now replace the demaged amp with another one and the same issue I had after the install still persists (intermittent loss of volume). Before anyone gets started, there's nothing wrong with the speakers. They are infinity Kappas and were originally installed brand new. They performed fine, up to the time of the amp install. I took my car back to the location to get the problem resolved. I actually had to pay to get the faulty wiring job done on my car repaired ($40.00). WOW!!!

Their argument for charging me is they were not responsible for the problem, which made no sense. They were to install wires from the amp to the speakers. They told me the speaker wiring was faulty, but it was not their speaker wiring that was faulty. That's strange, because this problem did not exist when I brought it to them and they never told me there was an issue with it before they started work. In addition, I did not hire them to patch over faulty wiring. That's like a painter painting over a bad paint job!

I could go on. But the bottom line is this. The wiring job, from the speakers to the amp on both sides was faulty. Both sides had the exact same problem and when I brought the car in to get the issue resolved, I was given the run around. I no longer want to take my car back to them, just to get in a debate.

your warranty is that I can get the car serviced anywhere and that's what I should be able to do. Why I was redirected back to that store is beyond me. I would think BB would want to maintain or , in this case, upgrade their reputation and allow me to get this resolved, trouble free. I don't work for you and should not have to put out this much effort to get this issue resolved.  

[atruautotech]

Can I ask why you are reposting about this issue in March when you originally posted on it in November? My assumption is they fixed your problem, now you have a new problem that isn't related to the install and you are expecting it to get fixed free of charge?

[djtorch]

It seems like you have not read my post in the proper context. The issue never went away. They were un willing, for whatever the reason, to deal with it. 

Secondly, I have a life to live and wasting my time and gas, driving back and forth, is not on my schedule.

Third, I should have been given the opportunity to go to ANY best buy and get the problem resolved.

By the way...in my new post it states clearly why I put it back up there.  

[atruautotech]

I find it hard to believe that no one was willing to talk to you or help you. You never escalated the situation beyond an autotech? Try talking to a CSM they will typically get the car looked at. I know that if I had a problem I would not be letting it go on for 4 months like you have.

[djtorch]

Talked to management on the phone. We discussed a solution, I made an appointment, showed up. The installers acted like they didn't know anything. That's what you call a run around. To answer your question directly. Yes, it was escalated. Have no clue what CSM means. I don't work for BB.

All I want to do is take my ride to another BB location and have them fix the problem. I don't wanna go back there and have to deal with them. I went there several times and they were either too busy or unwilling to help. It's that simple. And, from what I was told, I should be able to take it any BB and get it serviced.

[atruautotech]

You're exactly right you should be able to do that. So there is clearly some type of information missing from this story I think. There are three stores in my area and we never turn away anyone for work that was done by BBY whether it was our store or another. However, there are times when we are busy and have to turn away customers that day but can easily schedule them an appointment for a different day.

A CSM is a Customer Solutions Manager and if you talked to at least 1 your car would have gotten worked on. Its a simple fact that they will tell an autotech to work on the car unless we are truly uncomfortable working on a car which is few and far between. I suggest you contact a manger at another store if said store is unwilling to look at your vehicle. Or you can drive to NY and come to my store and we will take care of you.

[Justin-BBY Community Connector]

Hi djtorch, 

As you know, I'm the one who originally worked with you through this install scenario and I must admit that I'm very disappointed to hear the results. If this is the case, then I can certainly understand your feelings and am so incredibly sorry for the length of time it's taken with no results. 

I'm well aware of your situation, have all the necessary details that I need and am currently working with our Fairfield, CA store. As soon as I have any feedback, I'll let you know via private message, so stay tuned!

Sincerely, 

[djtorch]

Very well said Artruaauto.