Best Buy & Geek Squad Policies

[dedcole7]

I have a problem. I just realized after installing the Pioneer AVH-P3300BT (or what I thought was the P3300BT) into my truck the other day that it is not the head unit that I was sold. Let me explain. The box says AVH-P3300BT, but when you look at the actual unit that's currently in my truck, they are clearly two entirely different units. As you can imagine I am not a happy camper because this will most likely cost me more money to have swapped out (assuming BestBuy does the right thing and accepts responsibility for this situation) by the guys I paid to do the install. I'm on here hoping Best Buy monitors their chat rooms and someone representing them contacts me in regards to this matter.

[Ash_187]

Community Connectors usually respond in 3-5 business days, or sooner depending on how busy the forums are.

[dedcole7]

I thank you for your advice. I paid a lot for this unit and I certainly didn't expect to not get the unit I paid for, otherwise I would have asked the salesman to open the box to verify. The unit I have right now is clearly a step or two down from the one I was supposed to have purchased. I have a family trip coming up soon and I certainly do not wish to have this issue linger on no longer than it has to.

[LiquidTension87]

What's the model number of the unit in the truck? And did you buy it open box or was it new?

[dedcole7]

The model # of the unit that's in the truck right now, you can't see from the front so I don't know. I will have to take it out this weekend to find out. In regards to did I buy this unit new or open box, it definitely was supposed to be a new purchase. The box looked like it had never been opened and I never once thought to check it. I waited a good month before installing it & now it looks like I'm going to have to take it right back out.

[LiquidTension87]

Hmmm...I thought pioneer head units had their model numbers on the bottom left or right of the front face of the unit. Regardless, I would take your car back to the installers and talk to the person that installed it. There is a possibility they will remember you and you'll have a stronger case for having been sold/ installed the wrong unit.

[dedcole7]

You know what you are absolutely correct the model # is on there. It is definitely a different model than the one shown on the box & what I thought I was buying. The model # I see here is AVH-P2300DVD. I had the unit installed by a car audio company that specializes in installations because it required customization to make the unit fit in my car, which was still cheaper than what Best Buy wanted to charge to do the install. I'm contacting the installation company now to make them aware of the situation. Thx for your advice.

[Justin-BBY Community Connector]

Good afternoon dedcole7, 

I'm sure that it was disturbing to find that the original Pioneer receiver that you purchased, was actually a different one once it was installed a month later. According to our return policy, you have 30 days from the purchase date, and after researching, I see that you are beyond that time. Please understand that we are not obligated to accept merchandise back beyond our return policy, and once items leave the store, they are yours.

With that said, I've forwarded on your situation to the store management, and will provide you with feedback as soon as possible via private message. To view your private messages, ensure you're logged into the forums and click on the envelope icon. 

Regards, 

[LiquidTension87]

So you had a third party install it and not best buy....   Unfortunately it sounds like it wil come down to your word against, well the store's word in this case.  Being that it is a month after the item was purchased, it honestly doesn't look good.  The only ground you would have to stand on is if the store took a SKU swap on the two head units...but it seems to me that someone else pulled the "put the more expensive unit in the cheaper box" scam before you even stepped foot in the store.

[dedcole7]

I really wanted to make sure that I didn't only express myself when things go wrong, that's why I'm on here now. I want to thank Best Buy Sterling (#146), specifically Chris {removed per forum guidelines}, for making a potentially difficult and negative situation into a positive. I went into the store on Thursday, told them about the situation w/ me getting the wrong head unit and everything. Chris to his credit was very helpful and understanding, and he agreed to replace the unit w/ the correct one. He even went the extra mile to locate one in the area as he didn't have anymore at his store. I came back on Saturday, literally was there 5 minutes and Chris handed me the replacement unit and I was out the door. I am a Best Buy customer for life and customer service like this is exactly why. Thanks again.