04-17-2012 01:02 PM
I am writing to inform you of my recent experience at the Best Buy store in the Pittsburgh Mills (# 1164).
Last fall we purchased a 55” LG TV with a Bluray bundle package. At that time we were told that the purchase of a wall mount included installation of all existing speaker wires through the walls for $200. Geek Squad would drill holes in my walls and run all wiring to the 5 speakers we wanted mounted on our walls. Only through my own research afterwards did I realize that this service costs an additional $700.
I was told by Best Buy sales reps that no wires would be seen; everything would be buried in the walls. “Don’t worry, you won’t see a thing,” I was told. When Geek Squad showed up for the installation I was told that this was illegal. You cannot hide a power cord in the walls. Of course for another $150 they could install a new outlet.
I was told by Best Buy sales reps that installation included hooking up to 3 devices at no additional charge. I specifically asked if this included my receiver and was told yes. Geek Squad later informed me that my receiver is an audio device and this would cost an additional $100. At this point the Geek Squad tech called his supervisor and said “I can’t believe this, they did it again”.
I was told by Best Buy sales reps that our TV was internet ready and only needed a wi-fi router to access internet on the TV. Not true. Now I must buy a smart TV upgrader. When I asked the rep which kind and how much they cost, he told me he had no idea and that I have to contact LG. He was, however, more than happy to not shut up about fantasy football.
We also asked about an iPad and the data package we would need for internet. We were told that you can only purchase this plan in 2 year increments. Guess what? Bullsh*t again.
I am thoroughly disgusted by the service I have received. We have spent nearly $2,000 in your store since Thanksgiving. The sales reps we have dealt with have either consistently lied, are utterly incompetent, or are flat out full of sh*t. I did not go into your store to buy a $5 pack of batteries. When spending this kind of money I expect adequate assistance at a minimum, and certainly do not expect to be lied to about services that cost an additional $1,000. I have dealt with four separate employees and was not given the full truth by any of them. Of course I did not realize this at the time of my purchase.
I have recently spent the Rewards Zone certificate we received based on our purchase and I am now going to do everything possible to avoid returning to your store.
I would like to inform you that I was very impressed by the Geek Squad technicians who installed the TV. They were very competent and answered all of my questions accurately. I have not had a single problem since the installation.
By the way, Rossy from online service already responded by saying that I have to complain to another department. I am angry enough to keep doing that.
04-17-2012 02:57 PM
Good afternoon loki44,
Welcome to the forums!
Oh my goodness! This sounds like a tremendously terrible TV/Blu-ray purchase experience. It's extremely disappointing that any of this would happen and if this is the case, then it's understandable why you're so aggravated.
I'll be sure to raise your concerns to the upper store management, so they are personally aware. I also see that Elizabeth, from our Corporate Office, has started researching this issue and should be in contact with you within the next few business days. I would recommend that you continue working directly with her on any additional concerns or questions that you might have about the matter.
Thanks for posting,
04-30-2012 10:05 AM
05-08-2012 09:00 AM
Three weeks and all I get is jerked around? Don't worry someone will get in touch with you...Don't worry someone will get in touch with you. I am offcially telling you goodbye. Not even the couresty of having someone contact me directly. A simple email would have showed some effort. This might be hard to believe but other stores do sell electronics.