Best Buy & Geek Squad Policies

[blmurphy]

   On Sept. 1, 2008 I purchased a Home Entertainment set from your Torrance, CA store at a total price of $6,043.40.  Starting with the day of installation (value  $143.74 remote control programming, $766.66 premium home theater setup and $95.82 for delivery) I have had only bad experiences.  Possibly, you keep records and can locate my experience with installation.

   Now, I have another Geek/Squad and Home Theater Department encounter.

  My Logitech Harmony 890 remote control stopped working.  As mentioned above I paid to have it installed, so I get out my manual to troubleshoot.  Well, after reading I felt I needed to update the Driver.

   First off, I didn’t have USB cable (Geek Squad installer must have taken.)  So I bought one from  for $25.00.  After, recording the entire model # etc. etc. and downloading to remote, it still didn’t work.

   So, I thought I’d buy another, and if that worked, then I’d know the original was out.  Happened to be out in Orange County and stopped at another Best Buy and explained my problem.  They said “You don’t have to do that; just bring it into the Geek Squad and they’ll troubleshoot it for you.”  SOUNDS GREAT!!!

   Back at home I called first, to the Torrance store, to see what to bring along.  Geek Squad, said “Oh no, you need to talk to the Home Theater Department.  Talked to the Home Theater Dep’t. And they said, “You need to schedule an appointment for the GeekSquad to come out to your home; no charge for troubleshooting, only charge if you have them do work”.  SOUNDS GREAT!!!

   Called your 800 number to schedule, first lady said, “You need to talk to.” And then she hung up when I said I already have.

   Called back 800 number to schedule, and Michael, said,” I hear your frustration, but if we come out there, we’re going to charge you”.

   Called, Logitech, and he said the reason my re-programming didn’t work, was I needed the original ID # used by GEEKSQUAD to program it.  WELL surprise, I wasn’t given the number.

   Now you’d think, what’s the problem?  Just call the GEEKSQUAD.  I refuse to have anything more to do with them.

   At this point, I have wasted at least 8 hours trying to troubleshoot and repair my remote.

What do I expect from you:

1)      New Harmony 890 (I’ll program myself, not GEEKSQUAD)

It surprises me how you stay in business.  Is it only, the Torrance Store?   I am prepared to write to the Southbay newspaper, the Daily Breeze, and see what response I get about your service.  Also, the Better Business Bureau has a complaint process I’m more than welling to tackle.  At this point I’ve been pushed to far.

[starhelper2587]

GS HT Install services only have a 1 year warranty meaning if anything goes wrong with the labor within 1 year of the install date, the GS can come and fix the install issue.  This warranty doesn't include equipment failure.

Did you have a PSP on the remote?  If so, you could take it to the GS counter at the store to be sent off for repairs.  It may also be replaced under the warranty if the GS deems it wouldn't be economically feasible to repair the remote. If the remote is replaced under your warranty, then the GS can come re-program the remote for you at no charge since it was covered under your PSP (and you mentioned we originally programmed it).

Also, regarding your log in name and password, call 1-800-GEEKSQUAD and ask for Retail Dispatch.  Most techs will leave this information in the notes on your account after completeing out the job so if so, we can provide you with that information.

I do apologize the store kept referring you to 1-800-GEEKSQUAD because we can't schedule "free troubleshoots" like they told you.  Also, if you do have a PSP anything that's NOT a large appliance or TV over 25'' is a "carry-in" item and must be taken to the GS counter at the store to be repaired or replaced. 

I know none of this is good news, but hopefully it makes things a little clearer.

[Elizabeth-BBY Community Supervisor]

Hi blmurphy,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and offer his assistance.  You should hear from him within the next few business days at the most.

Thanks for your continued patience,

[Aaron-BBY Community Connector]

Hey blmurphy,

I can imagine how frustrated you must feel to be having difficulties with your home theater system – I would be disappointed as well in a similar situation. While I do not know why would not have been directed to the appropriate party on your first phone call, I certainly apologize if this was case.

Like starhelper2587 pointed out, however, our one-year service warranty on home theater installations only applies to labor and the physical installation of equipment – it does not apply to equipment failure or product defects. It’s regrettable if this does not meet your expectations, but you would need to bring the remote control to the repair counters at your local Best Buy® store if you are in need of service under its one-year factory warranty coverage. Alternatively, you may always contact Geek Squad’s toll-free hotline (1-800-433-5778) to schedule an in-home service appointment, but be forewarned that you would be required to pay for any work performed that is not directly related to the original installation.

Should you choose to seek repairs on the remote please do not hesitate to let me know. Simply send me a private message with the service order number provided by your local store and I would be glad to monitor the repairs on your behalf. You can send me a private message by clicking on the letter icon in the upper right-hand corner of the page and composing a new message to my user name “Aaron-GS.”