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New Member
Posts: 2
Registered: ‎06-20-2018

Getting nowhere to solving my problem

My husband and I went in to our local Best Buy store to purchase a pack of 4 battery operated cameras. We were approached by 2 sales people who took us over to the smart home door by Vivint that was displayed in the store. We were talked out of the cameras we came to purchase and into a camera and light control system. We discussed also how we had just upgraded our security system 2 weeks earlier with Ackerman. We were told it is free PROFESSIONAL installation. They scheduled our appt. for May 29th. Upon arrival of the tech we added a door lock with the keypad. The tech talked us out of the camera and into a doorbell which we were told in the store we couldn’t use because we have a intercom system. I left for a Dr appt but my husband was here for the installation. Never once were we told or was he ask about drilling through our crown molding in our front door and running a wire across it, down the wall, across a baseboard, around another corner and across that baseboard with staples to the power outlet. I took pictures of this and took them to Best Buy where I spoke with manager named Shawn. I was informed that they no longer sold this product and had multiple complaints and I would have to take this up with Vivint. I did not purchase from them but purchased through Best Buy. I called Vivint who send a technician out only to tell me they couldn’t fix it any other way and that I would receive a call in the next 24 hours and they would remove the system, refund my money and repair the damages. I received a call from Vivint today and they stated I could cancel but the equipment was mine and I could not return it. I visited the store again where I spoke to Shawn again and was given the corporate number to call.While in the store he pulled up the ratings for Vivint and showed me they had a rating of 1star and this was why they. no longer sold the product. I called the corporate number and spent 61minutes on the phone and spoke to 5 different people and ended up being sent to Vivint where I was told the same thing again that I couldn’t return the product. I returned to the store again and spoke with Shawn who called corporate and was told wait time was 45minutes and he was surprised and didn’t want to wait. He looked up the email address for the CEO of Vivint and told me to contact him by email. The problem here is I purchased from Best Buy a product they were selling and they contracted the installation and now they want no part of the mess they created for me. I am at the point that I think it’s time to contact the news station to see if they are interested in this story since Best Buy keeps putting me off on a company I didn’t purchase from. Any suggestions on how to get this resolved would be greatly appreciated. 

Posts: 1,017
Topics: 11
Kudos: 104
Solutions: 47
Registered: ‎10-19-2017

Re: Getting nowhere to solving my problem

Hello Dsmwood,

 

Thank you for reaching out to tell us regarding your experience with your recent purchase and installation with Vivant. Many of the Vivant and other Smart Home accessories can be great additions to a home so it’s disappointing to hear that you’ve been unhappy with the service you’ve received. I too would be quite disappointed if the installation of my Smart Doorbell did not have the end result that I was expecting.

 

So I can look into your situation in more detail, I will need some additional information from you. Please send as much of the following information as possible:

 

  • Your full name:
  • Your phone number:
  • The customer service PIN from your store receipt:
  • The installation order number:

 

To ensure your information remains secure, please send it in a private message. You should be able to send a private message by clicking on the blue “private message” button in my signature.  

 

Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎08-09-2018

Re: Getting nowhere to solving my problem

will you post if your problem finally solved or not? I am curious.

New Member
Posts: 2
Registered: ‎06-20-2018

Re: Getting nowhere to solving my problem

Well after many of gone calls and trips to the store the Gerk Squad finally removed the equipment. I was ask to bring pictures to the store so they could get the damage fixed but still nobody has contacted me to fix the damage. It has been a frustrating experience that could have been handled better by Best Buy. 

New Member
Posts: 3
Registered: ‎08-09-2018

Re: Getting nowhere to solving my problem

Thanks for your quick reply.

I am having a problem with customer service too.

It is very difficult to fix my problem with them.

If this is Amazon, my experience is rare.

 

Thanks!