Best Buy & Geek Squad Policies

[tr6688]

I would like to voice my concern and dissatisfaction with the installers that came to my house on Saturday 3/24 to mount my tv.  Gabe advised me that he could not mount my tv due to the fact that one of my screw holes were stripped.  Gabe stated that he has to use the plastic spacer's that came with the kit.  After speaking with Gabe and Adam about the situation, Adam was more willing to go over the alternatives to me, while Gabe was apparently in a hurry and stated that he was going to put his foot down and not mount my tv.  I explained to Adam afterwards, that as a customer, I don't know all of the ins and outs of tv mounting and he should have been more patient with me.  Because of Gabe's intolerance for me and my tv, I stated how do I know that you did not just break my tv, seeing as there are all of these little metal shavings here on the base of my tv, that were clearly not there before. (of course there is more to the conversation, but in the interest of time...)

After they left, I looked at the mounting myself.  The rocket fish mounting came with a myriad of screws, all of the screws were loose. I looked at the directions and was able to sort out which screws best fit my tv.  And to my astonishment, all of the screws went into my tv with no problem.  So I attached the mount to the back of my tv without the spacers.  Then I dissassembed the mount and tried all of the screws with the spacers.  Well, the one screw hole that Gabe was referring to as being stripped was in fact an issue.  The issue was not that the screw hole was stripped but that the spacer was large and the screw was too short to catch the threading of the hole. 

So I could have done two things.  I could have had the spacers shortened or I could have had the screw lenght enlarged.  I went to Lowes and purchased the same exact screw in 40mm, instead of the 30mm supplied by the RocketFish universal kit.

My concern at this time:  Adam called me to confirm my appointment and asked me if this is the same tv and mount.  I stated yes it is.  I explained everything to him about the screw that I stated in this email.  Adam expressed his reservations with coming back out to my house for a new screw.  I tried the screw myself with the mount and I did not have any issues with putting it on.  I asked Adam for his Supervisor's number and he stated he could not give it to me.  I called the main Geek Squad number, asked to speak to a supervisor and they transferred me to a dispatcher who could not get me to a supervisor.  How can I reach a supervisor? 

I would hate to return all of the products that I purchased on that day: 32"T.V., 46"T.V., and Boston Sound bar, because of poor customer service.  I will think it to be pitiful if my t.v. does not get mounted on my wall because of the installers lack of understanding about simple screws.

When using a universal kit, chances are, becaue each tv is different, you may need to adjust a little.  Per Gabe, this is an issue with Samsung t.v.'s.  Could it also be an issue with your understanding of mechanics?

[Ryan-BBY Senior Social Media Specialist · Accepted solution]

Hello tr6688-

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

[tr6688]

A supervisor has contacted me and I am 100% satisfied with the service I was provided today. They used the screw that I purchased and my tv is hanging beautifully on my wall.

[Aaron-BBY Community Connector]

tr6688,

Thanks for the update!  I'm glad to hear that a supervisor was able to help you find a resolution.