Add Product

Search Results:

Reply
New Member
Posts: 3
Registered: ‎07-29-2017

9+ months and my Home Theater and Camera System are still not working (BBY/MagAV)

It is now over 9 months since the installation of my Home theather, home network and camera system was started (Oct. 23).  I spent over $49,000, paid all up front and still don't have what I paid for.  I have worked with the installation team and project manager at the store, the store manager and a VP for the Texas-area with MagAV and still have a list of 20 items that have not been completed.  My system has a litany of problems and I can't get anyone to take things seriously.  I have theater seating that has a fork truck hole in one arm that took 3 months for MagAV to figure out how to order a replacement seat and another 3+ months for it to arrive.  I have audio that plays in the wrong rooms, a camera system that has never met the requirements that were in the original proposal (still doesn't provide me 360 degree views around my house, no sound, limited recording capacity).  I've had MagAV out almost 20 times to fix things, replace things and rework the Control4 system that still doesn't work right.  I keep working with the local store and installers hoping we can get this installation completed.  The last proposal from MagAV to complete the rest of the work, which we agreed to on May 17, still doesn't have an installation date.  The installers have asked for dates and I've provided them 5 weeks worth of multiple days.  After a few days, I get an email response of, "Sorry they are already taken" and an ask for more dates.  In early April, I called support and was put in touch with a VP.  The VP called me several times right after I escalated, but nothing in several months.  Nothing to drive this installation to completion.  The last email I've had from the project manager was 40 days ago and just asked for another set of dates because the dates I provided him on June 15 that went through the first week of July were already booked.  I should not have to chase down BestBuy/MagAV to get my installation completed.  I have been more than patient in waiting for this installation to be completed.  At this point, I'm so disgusted with the equipment, I would just like a full refund.  I hate to even go look at the equipment, because it reminds me of the broken promises and poor customer support I've received.  Who at corporate can I speak with about this mess?  I'm at the point of requesting an arbitrator to get involved to force BestBuy/MagAV to take it all out so I can go elsewhere where I feel I can get the experience I was promised and the service I expected to receive from them.

Posts: 7,807
Topics: 80
Kudos: 320
Blog Posts: 47
Solutions: 324
Registered: ‎09-29-2008

Re: 9+ months and my Home Theater and Camera System are still not working (BBY/MagAV)

Hi garnermi,

 

Thanks for reaching out to us here, and I am honestly sorry that you have been dealing with this installation for nine months now. After spending $49,000 you should expect prompt service, and everything should work as you need it to. I can say that our return or exchange period is 15 days from the date a customer took possession of their purchase, and this long after the purchase we would not be able to return the purchase.

 

With that said we should redo any service that is not done correctly, and I would love to work towards that goal. Could you send me a private message with your name, your phone number, a detailed description of what needs to be corrected, any order numbers you have, and your Customer Service Pin number off the front of the receipt for these items/services? To send me a private message click on the message button to the right of my signature.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎07-29-2017

Re: 9+ months and my Home Theater and Camera System are still not working (BBY/MagAV)

Allan,
I have shared the details of the problems and as much history as I can type up in an email via private message. It would help if your system allowed attachments in replies.

Please let me know if this is something you can help with.

Thanks.

Highlighted
Posts: 7,807
Topics: 80
Kudos: 320
Blog Posts: 47
Solutions: 324
Registered: ‎09-29-2008

Re: 9+ months and my Home Theater and Camera System are still not working (BBY/MagAV)

Hey garnermi,

 

Thanks for sending me the detailed account of this via private message. I was contacted by Dan from the regional Magnolia office. He advised me that he spoke to you today and was able to provide you a resolution in this matter. Let me know if you need anything specific from me moving forward.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎07-29-2017

Re: 9+ months and my Home Theater and Camera System are still not working (BBY/MagAV)

Allan,

  Dan has reached out to me after my email to you and a separate email to him.  He has finally has had his project manager assign dates for the next set of visits to correct the issues.  While I hope this next set of visits will complete the project, at this point, I'm not prepared to say the matter is resolved.  I will post updates to this forum so you can track the progress in case things do not turn out well.

 

Thanks,

Michael

Posts: 7,807
Topics: 80
Kudos: 320
Blog Posts: 47
Solutions: 324
Registered: ‎09-29-2008

Re: 9+ months and my Home Theater and Camera System are still not working (BBY/MagAV)

Hey Michael,

 

Fair enough. Please do update the forum once these service dates are completed. I honestly do hope this finally fixes all of this once and for all.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!