Best Buy & Geek Squad Policies

[anf]

Where to begin? I guess with when I bought the 3 Samsung Flat Screens, paid for "hide the wires" installation, bought the wall mounting kits, etc... basically left Best Buy after spending just under $6K. Not too shabby, IMO.

So the Geek Squad scheduled an appointment, not a weekend as promised, but they came out and did their thing.  That's when they decided to tell us that you cannot have plugs hidden in the wall... now I am not an electrician, so I did not know that... don't you think that the salesman should have known that? Well he didn't. Then they decided that since Directv "needed to install and HD cable," they would come back at a later date, free of charge, to complete the install... so in the meantime, I have had a bundle of ugly wires hanging out of my tv. We called and complained about the plug thing and about them not finishing the job. We were PROMISED that they would call back AND THEY NEVER DID. That is not even the half of where my problem begins...

I have been calling Santa Rosa, CA Best Buy since last Monday, the 17th. Let me tell you how every day has been since then:

Monday - Called some guy at Geek Squad. He couldn't even figure out how to look up my account. Said he would call me back and never did. Called back that afternoon, talked to another guy. He sounded like he actually cared for a minute. Then talked to a gal named Christina.  She tried to be helpful but couldn't do anything herself. She assured me that she would have the installer call me back that day, and if I didn't hear from him, to call her in the morning. She also tells me that the installer made a note that we can't have wires over the fireplace. TOO BAD HE NEVER TOLD ME THAT WHEN HE WAS THERE.

Tuesday - Best Buy's phones tell me that they cannot reach that extension for every extension that I dial.

Wednesday - Finally get through to Christina. She tells me that the installer "might not have been my installer." She told me that Bree in home theater would call me back and take care of it for me. I called later that day, again... She said Bree was really working on it but the system wouldn't let her, that she had to call 1800GeekSquad or whatever it is and that she would get it all scheduled and call me.

Thursday - Best Buy phones are broken again. I call Geek Squad myself. I am told that they can't schedule an appointment, that they would email the regional sales manager and he would get back to me within 48 hours to schedule an appointment. I am beyond frustrated at this point, so I call Best Buy again, get through this time, and tell ANOTHER Geek Squad guy my story. He tells me that he will have the manager, Sara, call me back when she is done with her customer... surely she would call me back, as the manager, right?

Friday - Call Best Buy AGAIN. Tell them Sara was supposed to call me back. She is with a customer again. He assures me that he will hand deliver my message to her. I call Geek Squad again, trying to find out what happened... they sent an email, he would contact me within 48 hours, either Monday or Tuesday. Well guess what? I needed it done BY TUESDAY. And it should have been done 2 months ago! And Directv didn't have to install new cables and they could have done it before!!!

DO you know what Geek Squad told me on Friday? To call my local store. My local store said that they needed to schedule it through Geek Squad, and Geek Squad tells me to do it through my store. I calmly explain to this gentleman this, he tells me that I should GO IN TO THE STORE. So I live an hour away from it, I already went there to buy the tvs, they mislead me in the installation and didn't finish it, and now I have to go in there again? And now, before I have 30 people at my house for Thanksgiving, I have to continue to have wires draped across my wall???

Best Buy, Geek Squad, you should be ashamed of yourselves. I am so upset about this, I would rather just return the tvs and be done with it. I will never ever ever take a Best Buy employee's word for anything. I don't think I will ever buy anything from there again. It is unbelievable that, in an economy as bad as ours now, you would not value every customer, and go out of your way to encourage them to spend their money with you.  I didn't buy a dvd from you, I bought 3 top of the line flat screen tvs... Am I wrong to ask for a little bit of follow through on your end to keep me satisfied? I haven't even purchased my surround sound or DVD players or Blu-Ray or anything else yet... don't you want me to stick around????

[anf]

Doesn't anyone care?? I mean seriously. 45 views and nothing? I paid extra to have this done and it is not!! Would you want to entertain with wires across your wall???

[hockeycanuckjc Trusted Contributor]

Hi anf, Sorry to hear you are having trouble getting your issue across. It might be that they are busy and might have not seen your problem. Have you checked your private message indicator at the top right of the forum , if its yellow, then you have one new message.

Hope you get your problems resolved ok, and have a Happy Thanksgiving's Day at your house or wherever you celebrate it

[Aaron-BBY Community Connector]

Hey anf,

I’m sorry to hear about your recent problems! I can certainly imagine how frustrated you must feel for the installation work to be incomplete, especially if there’s been any misunderstanding about what our technicians can and cannot do. While I cannot provide you with an explanation why the sales associate that assisted you did not mention that power cords cannot be run through walls, I assure you that the technician had your safety and best interests in mind – extension cords hidden in walls are extreme fire hazards!

Unfortunately, because Geek Squad® installers are not always licensed electricians, customers do need to contact third-party electricians whenever electrical outlets need to be installed. After all, the last thing that anyone should want is for work to be done by someone that isn’t qualified to do the job! Remember though that if you paid for installation services that could not be performed by Best Buy®, you are always entitled to a refund of those services.

I also do apologize if there has been any confusion over who you needed to contact to schedule any necessary follow-up work. Whenever follow-up services are required, they generally must be scheduled by contacting 1-800-GEEKSQUAD (1-800-433-5778). All new services, however, may be obtained by stopping into your local Best Buy® store.

Please be aware though that Best Buy® currently is looking into this situation on your behalf. If you have not been contacted by a technician already to arrange a follow-up appointment, you should be within the next few business days.

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.