Best Buy & Geek Squad Policies

[WRWinNY]

I'm very disappointed in Best Buy. And it's a shame for me since I've always touted Best Buy over the "other" electronics chain (when they were around).

On March 19th I purchased a Viper Remote Start System from the Patchogue, NY store.  After speaking with the installer on the phone while at the store to make an appointment for install, of course merely buying the "System" was not enough. I had to purchase an additional "Installation Kit" for $129.99! I swallowed hard and put the entire purchase on my Best Buy card to take advantage of the 12 month interest-free financing. I made the appointment for the installation for the following week, being advised it would take 3-4 hours. I made arrangements with a family member to meet me at the store so I could leave and return after the install. Here's where the fun begins.

I arrived at the appointed time and spoke with the installer. He informed me that "whoever sold [me] the Viper didn't know what they were talking about." Evidently, because my car was so new ('09), I had to purchase yet another installation item for another $39.99(!) and the install would take, according to him, approximately 8-10 HOURS! Further, the installer admitted that he really wasn't sure how to install this item in my car because it was so new, and told me he didn't "want to even touch my car." We're not talking a BMW or a Lexus here, folks, we're talking a Chevy Impala. I'd had enough and went to the Customer Service desk to return the items and requested to speak to the Manager.

A manager by the name of "Mike" (I know, very generic, but that's all his nametag said) came over to talk to me. I explained the circumstances to Mike. He went out to speak with the installer. Upon his return he stated the installer was relatively new and Mike had a more experienced installer who worked on the weekends, and if I could be available on the weekend, he'd make sure it was done correctly. He also told me he would credit me the $129.99 for the Installation Kit since that obviously was a sticking point with me.

I left my phone number with Mike for him to call me and set up an appointment with the more experienced installation technician. Left the store and NEVER HEARD FROM MIKE AGAIN. Here we are over a month later and I STILL haven't heard from him! And, to make matters worse, because I relied on Mike to call me and take care of the situation, I've already made the first payment on the item to my Best Buy card because, if you don't make the minimum payment, the interest-free period ceases. I now have a $500+ bill on my Best Buy card for an item that's supposed to be installed free, yet is sitting in my trunk.

Ironically, the same day I bought this Remote Install, I purchased a $1,799 Apple computer at the same store.  Had I known the shoddy treatment I was going to receive, I would've just gone to the Apple store instead. But you can bet that's what I'm going to do in the future.

Now I have to find a local shop to install my Remote Start and, of course, PAY FOR INSTALLATION.

I'm disgusted.

[Nokia]

You said it's been a month. Have you called the store to speak with Mike?

[WRWinNY]

Hi Nokia,

While I didn't think I should be the one to follow up on this, nevertheless, yes I did call the store. 

"Mike, who?"

"I don't know his last name. He said he was the manager."

"I'm sorry we don't have a Mike who's a manager."

And the hits just keep on comin'.

Going back to the store is an option but it's a day's activity and, after the way I was treated, didn't really want to patronize that store.

[Nokia]

I wasn't trying to assuage BB of any blame or responsibility. I was just suggesting something that may have been overlooked.

[Elizabeth-BBY Community Supervisor]

Hi WRWinNY,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and follow up with you.  You can expect to hear from him within the next few business days.

Thanks for your continued patience,

[WRWinNY]

Nokia,

I apologize to you if it came off that way. After reviewing my response, I can see where you would get that impression. It's difficult for 'tone of voice' to come through on a message board. I didn't think for a minute you were trying to pass the blame. And, again, if you got that from my response, I sincerely apologize.

Elizabeth,

Thanks for your help. I truly hope we can get this worked out as I've always been a fan of Best Buy and never had a problem. I hate to think this is the way I'd be treated if I did have one.

[Aaron-GS Community Connector]

Hey WRWinNY,

Having a remote starter system installed into your vehicle is always something to look forward to, and I can certainly imagine how frustrated you must feel if things did not turn out exactly as planned. I would be disappointed as well in a similar situation, especially if there was any confusion regarding how long installation would take or whether or not additional installation kits would be necessary. While I do not know why you would have encountered such difficulties, I sincerely apologize if this was the case.

I’d like to provide you some additional information, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.