Best Buy & Geek Squad Policies

[kyomagi]

Installation # 111295892417

On Saturday, October 22, I went to the Best Buy store in Westland, Michigan to hire the Geek Squad to connect a surround sound system, DVD and receiver all purchased at Best Buy.

·        I scheduled the install for Tuesday, Oct 25, between 4 and 8pm. This was to be a birthday (October 27) gift for my husband.

·        I was told I had to purchase a roll of required speaker wire. I agreed.  When the salesman handed me the wire, I was astonished that it was 50’ of pink wire. The salesman said, “Pink is the only color we sell”.

·        The installer arrived Tuesday and connected all but the radio.  He told me I needed to go back to Best Buy to purchase an antenna for $10.00. Also, I had to search my home for various other cords that the installer needed to connect the equipment.

·        I asked about the “pink” cable wire lying across the floor in front of my door wall. He told me to “go” to Radio Shack to purchase runners or tape the wires in place. I found some brown cable wire and asked the installer to at least use this on one of the line runs to the back speakers.

·        It was unbelievable that these cables were just lying across my carpet at the door wall. I was very shocked that I was “told” to go to 2 (two) stores to “buy” additional product for a complete installation. Professionally speaking, the installer did not have the required equipment and products in the truck to do a complete job; only to leave a hazardous room situation.

Wednesday, October 26, I went back to the store/Best Buy in Westland to ask about the “incomplete” installation.  After waiting at the front counter, I was then told to go back to the counter where I purchased the installation.  I presented photos of my home with the hazardous cords; along with my receipt.  When I requested help for a complete and professional installation; I was told by the clerk to read all the “fine print” on the back of my receipt. I politely advised the clerk that I wasn’t going to read the receipt’s “fine print”.  I advised the clerk that I had specifically told the clerk what “I wanted done”, when I originally came in last Saturday, October 22, 2011.

·        After 15 minutes of reading my paperwork and looking on the computer, the clerk indicated that I “did not purchase” a job that included “concealing wires”. I was totally shocked that Best Buy would provide an installation that would leave wires hazardously throughout the room. He told me that to conceal the wires would be an additional $199.00.  His response was totally “unacceptable.” He then preceeded to say he could call a manager.  I waited another 20 minutes at the desk without anyone, not even a clerk, coming back. The clerk went about his other business; without providing a courtesy update.  After this long wait time, I thanked him and left. 

·        I went back to the front Geek Squad counter. I was told they only service computers at that location, although they did point out the manager who was assisting another customer at the main counter.  I asked if that customer had been waiting as long as I had been to speak with the manager.

·        When the manager approached me at the Geek Squad counter, I explained my situation of the incomplete installation and produced photos to show him and another clerk at the counter.  The manager requested that I draw a picture of the room layout.  The manager then proceeded to indicate that I had (2) too many speakers.  He said I told the clerk it was a 3 speaker system. Yes, that is what I said.  The 3 speaker system to me was (3) small speakers that lay directly under the TV and 2 additional speakers on either side of the sofa – that is “surround sound”.

I was told this was “my fault” (speaker count) and I must pay an additional $199.00 to have an installer come back to my home to conceal the wires.  I was also still upset over the fact that the radio still would not work.  The only response from the manager was that he gave me the price again of $199.00.  Then the manager took me over to the section of the store were speaker wire is sold. I was shown “3” different colors of wire. I ask why he was showing me the wire. He confirmed that the sales staff did indeed “lie” to me.  Knowing that the wire was going down a wall and around the sofa and tucked under the base board; that was why the color and thickness was of concern to me. I told him the clerk insisted Best Buy sold “only” pink wire and I had told the clerk I was not happy with “pink” wire.  Professionally speaking, I expected the wire to be run on top of the door wall and concealed under the base board.

·    

It was truly evident that no one representing the image of Best Buy was interested in helping me; other than to collect “more money” for an initial job that was totally unacceptable. I had already paid $169.00 for an installation that is still incomplete.

Frankly, my 16 year old could have done it and it would have cost me half what I paid Geek Squad

Below are my attached images of said installed wires.

http://imageshack.us/g/253/img20111026163915.jpg/

http://imageshack.us/photo/my-images/11/img20111026163731.jpg/

[QuantumThunder]

Why would you not tell the sales associate you had two rear speakers? If you said you had two rear speakers and you didnt want to see any wiring logically you would have been offered a different solution... Based on your own account you omitted a pretty large piece of the story...

[kyomagi]

I told him i had a complete surround sound.  5 speakers, center speaker and sub with the receiver.  If BB employees dont know that the suround sound system i bought had 5 spears to be wired, they need some serious product training

[Ryan-BBY Senior Social Media Specialist]

Hello kyomagi-

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

[Allan-BBY Community Connector]

Hi kyomagi,

After looking at the pictures you linked to I can certainly understand you being disappointed in the quality of this installation, and I can honestly say that I would not have wires just strung in front of a patio door like this. I truly do apologize for any miscommunication that happened at the time of the purchase leading you to purchase the wrong service.

It sounds like the original sales associate believed you had your home theater system was the standard 2.1 system when it sounds like you actually have a 5.1 system. A 2.1 system will include a left speaker, a right speaker, and the .1 stands for a system with a Subwoofer. A 5.1 system will have a front left speaker, a front right speaker, a front center speaker, a left rear speaker, a right rear speaker, and a subwoofer.

With a 2.1 system we rarely would be asked to conceal any wires since the speakers usually sit directly to the left and right of TV. Regardless of what type of system is being installed we do charge to conceal any wires used for the system, and as stated on the Geek Squad’s website under Whole Room Setup (most likely the service you paid for) “if you want to hide the wires in the wall, also known as concealed wires, you will need a Home Theater Consultation because every concealed wire install is a little different…”.

I would like to look into this for you, and see if there might be a resolution we can provide you in this matter. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,