Best Buy & Geek Squad Policies

[Blark35]

I walked into a best buy in Gainesville VA to purchase a car auto start for my fiance for a present. Being an uniformed customer I asked for assistance, the salesman looked up the car type on the computor, gave me a Viper car start kit, and I asked him if that was all I needed. He said yes. I asked if they could install it at best buy, he said yes. We then took the kit to a best buy in reston Va to get it installed, and 3 hours later the technician says we need these other parts that best buy doesn't even sale. I then took it to the best buy in Gainesville, and the technician there said he doesn't know what the other guy is talking about, but I need these other 3 parts that costs $30 apiece, then he says he has to get into the car and then "research" how to install it. Seriously he wants to hack into my new car possibly voiding the warrenty so he can "figure" out how install the part... You guys must think I'm crazy. I called customer service, and the best buy employee I spoke with even said she would not let the technicians there mess with her car. She also said that I would be contacted in 5 days by a store manager. This has not happened... I did get an email from someone else thanking me for alerting them about the problem. and the next day I go a survey via email asking me how they did?? Well I'm not sure since they didn't do anything. I then emailed the lady back 4 days ago, and never got a response. I then tried to call 5 min. ago, and every time I choose to speak with someone the phone hangs up on me. What really upsets me is that I feel like the salesman was not honest with me and mislead me into buying a product that number 1 they don't even know how to install, and number 2 is going to cost me another $300 dollars to get installed if they can ever agree on how to install it. Other than that I'm using this forum now, because I can't seem to get in touch with anyone who works at the company. This problem should not take 2 weeks to fix.

[Ryan-BBY Senior Social Media Specialist]

Hello Blark35 -

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

[LiquidTension87]

It is indeed a shame that stores neglect mobile electronics in staffing and training, especially when it is one of the last departments where core items still have margin and install services are very easy to sell. For starters, moble electronics is a part of a larger department called "portable electronics": this encompasses MP3s, cameras, and car electronics...so chances are you spoke to an associate that is more passionate about cameras then car electronics. Training modules only go so far- the employee probably had to idea that many cars require additional parts to have any third party remote start/ security installed. A lot of it has to do with the vehicle's ignition kill, but also makes it more appealing to go with a dealer installed option vs. third party. Hopefully a Community Connector will help you out and hopefully be able to offer some solutions. Now, to address the install tech...every car is different. While it may have seemed he was saying, "look up how to install this", he most likely meant, "pull the wiring diagram and interior disassembly" which varies by car make model and year. Hopefully that shed some light on the situation, good luck!

[Jesse-BBY Community Connector]

Hello Blark35-

I hope this finds you doing well and having a great week. 

I am sorry to hear of the disappointment and frustration this installation purchase has caused you.  Like the previous post points out, it sounds as if the associate that was helping you was not from the car electronics or installation department and did the best he could to help you out.  I do feel that if the associate was unsure about something that they should have asked for help, and I apologize that didn’t happen.  Most of the time with installations there is going to be a need for additional parts that are specific to the vehicle having the installation done, which is what those extra parts would have been needed for.  Additionally, because ever vehicle is different, there would have been some research done to ensure that the entire installation process was done correctly and according to guidelines. 

I see that you had called 1-888-BESTBUY and the representative was able to connect you with a store manager to help facilitate this process and answer any questions you may have had.  How did that experience go for you?  Were you able to have the Viper system installed?

Respectfully,

[Blark35]

Yes, the manager directed me to an installer who new exactly what to do, thank you for the help!