Best Buy & Geek Squad Policies

[dsnsmith1]

I would appreciate some guidance on how to deal with our installation concerns. I have contacted the Geek Squad Installation office but did not seem to have success in dealing with the concern.  On July 21st our Samsung Plasma TV, PB58B850, was installed using the low profile wall mount.  The tv was installed off center.  It is the only item on a nine foot wall, and it is an inch and a half off center. Also, the cabinet that sits under the tv that the crew assembled and placed the Samsung blu-ray dvd, the Denon receiver, and the Yamaha sound system within has so many wires hanging from the back that the cabinet can not get closer than five inches to the wall. The Samsung dvd no longer operates off the new Logitech Harmony 890 Universal Remote because the eye no longer "is seeing."  The large speaker that was planned in the initial consultation to be installed above the tv on a pot shelf was not placed there.  The installer stated the speaker would cause all the items on the pot shelf to vibrate to cause them to fall off.  That rather large box speaker sits on the floor with its unsightly wiring yet visible. Finally, the Wii that we especially purchased the receiver to allow its connection was not connected during the installation. In all, the installation was a horror. I contacted Luke McGrew; he is the gentleman who devised our home theater plan through the Magnolia division of our Best Buy.  He said he thought everything could be taken care of without problems, and gave me a number to call to set up an appointment. He also said the vibration of the speaker the installers threatened was very unlikely unless we had the sound blasting.   Unfortunately, the gentlemen on the phone said the centering of the tv was not covered. He said the technicians should have been told at the time. Our position is the technicians who were charging $1500 to install all that we purchased from Best Buy would know the tv should be centered on a wall or they would have asked. The gentleman on the phone said the installer would not be covered under insurance if he moved our tv to center it and something happened.  Regarding the other issues with the wires, the cabinet, the dvd, the speaker, the installers would identify to us what would be covered. We paid over $7,000 for this mess.  What do we do now?

[hockeycanuckjc Trusted Contributor]

Thanks for taking the time to post your concerns. No one wants to have a botched up job when it comes to a big time purchase , especially in this economy. Elizabeth, one of the community supervisors should be seeing this soon and assigning it to a community  connector for further review and resolution. Your patience is greatly appreciated during this time !

[Elizabeth-BBY Community Supervisor]

Hi dsnsmith1,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and reach out to you.  You should hear from him within a few business days at the most.

Thanks for your continued patience!

[dsnsmith1]

After posting, I went to speak directly with the Best Buy personnel in the Magnolia Home Theater Department.  A gentleman listened to my concerns, took notes, and said he would be working to  correct the problems immediately.  Before I was able to return home, a member of the Geek Squad installation department contacted us with an appointment time.  I am hopeful the problems, including the centering of the tv will be corrected without charge. In the meantime, thank you for being a venue to appeal to with my concerns. When and if these concerns are corrected, I will respond to the board to finalize.Thank you.

[Aaron-GS Community Connector]

Hey dsnsmith,

The purchase of a new home theater system by no means a small investment, so I can imagine how frustrated you must have felt if the installation did not meet your expectations.  Although I do not know why a detail such as centering the unit on your wall would have been overlooked, I apologize if you found this to be the case.

I was pleased to learn though that you were able to schedule a follow-up appointment with the assistance of one of our Magnolia Home Theater specialists.  Should you encounter any difficulties with the appointment, please do not hesitate to let me know.  Simply send me a private message (by clicking on the icon in my signature below) and I’d be glad to help you out.