Best Buy & Geek Squad Policies

[GTGraduateStu]

About a week and a half ago I went to Best Buy to get a newly purchased CD/DVD/Navi Unit and Viper alarm system installed in my Yukon. On that day they were able to only install my CD Unit because one of the installers had to go to the hospital for an emergency. Therefore they were unable to install my alarm system. I then rescheduled to have my alarm installed the following week.  A week after I got my CD unit installed I took my Yukon back in to get the alarm installed on car. I dropped the car off at 10:30 am with an installer. I asked him if we wanted me to bring the car into the bay but he insisted that I leave it outside and they would get it when they had a chance (little suspect about that). I therefore gave my keys to the installer and proceeded with my day. About 4 hours later I got a call from another installer stating that my CD player (that was installed by Best Buy, just a week earlier) had been stolen while they the car was left outside.

Best Buy has stated that they are not responsible for theft or loss of items in a vehicle. And they will not replace the CD player. Also the property manager of the retail area has video of the guy breaking into my car. From this video you can tell there is something more than accidentally thievery going on. The individual walks straight up with my car with intent and doesn’t even look inside to investigate the situation. Everyone I’ve talked to (Property Manager, Security Officers, Police Officers, and Lawyers) think there is more to this than just a robbery. Everyone is suspect of some kind of inside job.

Problems with this:

1) They had possession of my car.

2) They had the keys to my car.

3) They had knowledge that my car had a brand new CD player in it.

4) They consequently couldn’t install the alarm the same day as my CD player.

5) They knew my car didn’t have an alarm on it.

6) From the video you can tell the thieve walks straight up to my car and breaks in without even looking to see if there is anything in the car.

Does all of this seem suspect? I think so. Even for the simple fact I  left my car with Best Buy and for them to leave the car in that parking lot (also I was informed by an installer after this that they have had multiple break ins at the store previously) waiting to get an alarm installed and it was broken into under their possession.  Multiple things could have happened, but none of them are my fault and all I can get from Best Buy is I’m sorry.

What happened in this situation in legal terms is 'bailment for hire'. Which is one for the mutual benefit for both parties and requires the bailee to exercise "due care" as to my car, (i.e. that degree of care that persons of ordinary prudence exercise under similar circumstances with respect to their own property or the property of others placed in their custody).

I’m not sure even what to do next. I have drafted letters to local papers and to my attorney, but really don’t want to have to do that. But if I continue to get the run around from Best Buy and they continue to act as if it is not their fault, then I have no other choice.

[Dorothy-BBY Community Supervisor]

Hello GTGraduateStu -

Kyle, from our Community Connector team, will be reaching out to you regarding your concern. I appreciate your patience until he is able to contact you.  Thank you!

[Nokia]

I think that even though they state that they are not responsible for the vehicle while it is in their possession, they actually are, the same way a mechanic is. If they gave you back your car and it was keyed, they'd definitely be responsible for the damage.

[Kyle-BBY Retired: Senior Social Media Specialist]

Hello GTGraduateStu,

I can see why you would be suspicious that your stereo theft was not just misfortune but perhaps a premeditated scheme.  We take situations involving theft very seriously and want our customers to feel safe at all times when shopping with us.  I would like to extend my own personal apologies for any frustrations this has caused for you.

Coming into this as a 3^rd party, I wanted to also hear what our store had to say and get a clearer picture.  They had your alarm installation scheduled for 2:30PM.  It sounds like we had one Auto Technician on the duty that day, whom you spoke with when you dropped the vehicle off at 10:30AM.  The recollection is that they advised you to remove anything you might need from the car and lock it before coming into the building, where you then signed the form saying that Best Buy is not responsible what happens to the car in the parking lot.  Our manager informed me that he also consulted with the shopping center security to make sure it wasn’t one of their employees.  He also said that he left you a voicemail with some information on how to proceed if you are seeking legal assistance with situation.

This is a difficult issue to make a call on one way or another but I would like to discuss it with you in more detail if you would be open to it.  I am sending you a private message to do just that and you can watch for it in your forum inbox by clicking the envelope icon in the upper right hand corner of the site (need to be logged in for it to show up).

Sincerely,

[GTGraduateStu]

Yes i agree with you. I had a friend who had an Ipod stoled from his car during a simple oil change. And he got his lawyer to write a letter of demand to the car shop and they ended up replacing it. This also all happened with out going to court. The shop followed its protocal by trying to scape goat with its standard, by saying they arent responsible, but everyone in their right mind knows they are.

Its just ethically and morally wrong. Hopefully Best Buy isnt like that, but only time will tell.