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New Member
Posts: 2
Registered: ‎03-11-2017

Birthday let down! Please respond! Very disappointed

I have been having so many problems with best buy. From scheduling an installation to ordering parts needed, to even making this complaint.

My fiance scheduled to get a radio installed in my car for my bday. When he told me, I told him that I was pretty sure I needed a part that needed to be ordered off line. They never told him that. He had to go back in AGAIN because calling to schedule an installation is a hassle as no one ever picks up the phone. When he went back in a nice guy did a explain a part would be needed and it wouldn't be in in time for my installation which is the day before my bday, but said it may be so to keep the appointment just in case. The part ended up coming in rather quickly and the store got it the day before the scheduled installation which made us nothing really happy. We get to ouread appointment and to our surprise the installer was out on medical leave! They did not call us (claimed they did, but no messages left), no email, NOTHING! They did not try to schedule it for us else where until we went to drop the car off. I am sooo frustrated! My fiance is because this is the gift that he wanted to get for me. The other place that they tried to schedule for us is not close to us AT ALL! I understand that things happen, but there was not attempt to resolve the issue. Emails were sent as reminders about the appointment, yet no calls were made to tell us otherwise. No gift card, no appointment made in lieu of this one. Just ridiculous!
Geek Squad Agent
Posts: 3,205
Registered: ‎03-20-2012

Re: Birthday let down! Please respond! Very disappointed

Vehicle specific parts are always hard to know about, especially if you are having a hard time reaching one of our autotechs to find out. I truly apologize for the troubles that you have experienced and it is my hopes that I can possibly be of further assistance.

Once all the parts are ordered you can simply schedule your appointment by clicking the below link:
https://autotech-scheduling.geeksquad.com
This usually saves the hassle of trying to contact one of the agents to schedule, and also saves you a trip to the store. I realize that this doesn't make up for not being told that an installer is on medical leave, and it is disheartening to hear that you were never contacted.

All scheduled appointments should be receiving a pre phone call 48 hour to 24 hours in advance, along with the customer receiving an email to remind them. These courtesy calls are there to make sure our appointments are going to show up, but also inform them of any additional parts/labor that might need ordered.

I don't know about the locations that are near you as it would appear that the next closest is not close at all. Since the autotech is on medical leave I cannot say when the return will be, but I would ask the management at the store to look at the situation that you are in again, and hopefully they can understand the inconvenience that this has cause you.

For the fastest results I would continue to work with that management team as they will be the ones that can get the ball rollig, along with making any forms of adjustments for compensation or inform nearby bays of the situation. Can you provide me with the store that you were originally scheduled at, either the location store numbe would greatly help out.

Although I cannot promise any compensation or rectify what has already happened, please accept my apologies for the troubles this has put on your very special day. your continued patience and understandings are more than appreciated, and if I can possibly help out any further, please let me know.

Thank you again for taking the time to join and write with the community!
I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 2
Registered: ‎03-11-2017

Re: Birthday let down! Please respond! Very disappointed

Thank you for looking into this for me. The store that it was originally scheduled, is at the Walden Galleria mall in Cheektowaga, NY.
Geek Squad Agent
Posts: 3,205
Registered: ‎03-20-2012

Re: Birthday let down! Please respond! Very disappointed

I won't be able to look into this for you, but hopefully a moderator can get around here in due time to take a closer look.  The information that you provided is great in them have the information that would be needed to possibly speed up the process.  Please sit tight for a moderator to swing by!

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Was the question answered click solution and kudos the post?!
Highlighted
Posts: 630
Topics: 5
Kudos: 33
Solutions: 28
Registered: ‎12-23-2016

Re: Birthday let down! Please respond! Very disappointed

Hi Chantelc312,

 

Thanks for joining the Best Buy Community forums. While I was a Geek Squad supervisor, one of my Autotechs had to go out on medical leave, so I know how disappointing this situation can be for our clients like you.

 

I’m very sorry they weren’t able to get in touch with you before your appointment.  I’ll be sure to document this for you here in our corporate systems.  Thank you very much for bringing this to our attention. We use stories like this from our clients to learn where we make missteps and where we can improve our service.

 

Going forward, I want to make sure that you are able to get your installation scheduled. As autotech796 noted above, you can visit out scheduling web site to schedule an appointment at your convenience.  I’m not sure when an Autotech will be available at the store where you scheduled the original install, but based on the location you provided there appears to be a few Best Buys within a half hour or so of the store you initially were scheduled. An install doesn’t have to take place at the same store you originally set it up at, so you can schedule your install at any of those stores.

 

If you’d prefer to schedule the appointment over the phone, you can use our store locator to pick a store. Once you are on the store page you’ll find the phone number where you can contact the store. Alternatively, if you would like you can send me a private message using the link in my signature below containing your phone number and the store where you’d like to get the work done and I’ll reach out to the store and see if they are able to call you.

 

If there’s anything else I can help you out with or if you have any questions, please let me know.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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