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New Member
Posts: 4
Registered: ‎02-21-2017

Dissapointed with stereo installation and the runaround afterwards

2.5 hours for the install on Saturday and almost 3 hours today (Sunday) after having to go to 3 best. It stores and stereo still isn't working properly .i spent most of my weekend dealing with this and I have another appointment next Saturday to fix the install done .
I went to the Best Buy on two notch to get my stereo installed the unit wasn't working properly so I called to see if I could take it to the Lexington location to get it fixed. I was told, yes that I could just stop by because it wasn't done right I didn't need an appointment . So I did. I got there about 12 because they were supposed to open at 11 . No one came to the door so, I went to customer service and asked if they were open . I was told that the guy wasn't coming in until 1. So I waited an hour for him to get there . When he arrived, I explained what was going on and was told he would try to help but he doesn't know anything about the "newer models out now (app radio 4) he tried troubleshooting a bit but couldn't figure it out . So I drove to the harbison store (my 3rd Best Buy in 24 hours) the guy there seemed very knowledgeable but can't fit me in for a couple of weeks . So, now I have to wait another week and spend another Saturday at Best Buy. I enjoy shopping at your store and do so regularly but it isn't my idea of fun to spend my weekend waiting around Best Buy for a service that should have been done right the first time
Geek Squad Agent
Posts: 3,205
Registered: ‎03-20-2012

Re: Dissapointed with stereo installation and the runaround afterwards

Having the installation completed correctly the first time is what should happen each and every time an autotech works on the car. With that said, not every car or installation will happen without complications, but having to go to multiple stores for a fix shouldn't happen.

The store that did the original installation should try their best to see that it gets completed and properly installed, not push the customer to another location. It is also not true that you can show up without an appointment, especially at another location where there is no heads up to that installer.

Customers are booked by appointments in all installation bays and I am glad to hear that you were able to find a tech that seems to know what is going on, but disheartened to hear that you have to wait longer, stretching this ordeal out even more.

If you are willing, can you provide me with the vehicle year, make, and model of your vehicle. Thank you for filling out what you had installed into your post, but I could use a bit more information about the problems that are occurring. If you would be so kind as to provide me with he details listed above along with they symptoms that you are having with the installation, I might be able to shine some light on the situation at hand.

If you haven't already I would recommend hopping online to see if another store may have a sooner appointment, and schedule with them, but please cancel any appointments already made, should you choose a different date then what is already in the books.

Thank you for all the time that you took to join and write with the community and it is my hopes that we can find a resolution much sooner than Saturday. If you can also list the stores in question that could be very helpful also.
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: 4
Registered: ‎02-21-2017

Re: Dissapointed with stereo installation and the runaround afterwards

I have a 2007 Jeep Wrangler . The Bluetooth isn't working properly when using it to make calls . To my understanding, since I have an amplified system the front and rear speakers are supposed to be switched in the harness to avoid this problem . There are a couple more issues but those, I can live with .
I was offered an earlier appointment in Lexington but was already told by the guy that works there that he doesn't know anything about the newer stereos . So, I didn't want to take a chance on that one . Also . I'm only off on the weekends so a earlier appointment really wouldn't help me . I'm not happy that I spent $105.00 for "advanced expert installation" and have gotten the runaround .
As to the guy that I spoke to on the phone . He said that since the installation wasn't done right that's why I wouldn't need an appointment that, I could just come in , and they would work me in . Whether that is correct or not, I don't know but it's also not right for me to have to wait an entire week to get the install fixed . It's just not professional in my opinion . I love shopping at Best Buy and have had two other radios installed as well as my fridge and I'm sure I will continue to shop there but . I also think that this needs to be made right.
I think that I should be refunded my installation charges for taking 3 days and 4 trips to Best Buy to get this fixed . I don't think that is unreasonable considering that I spent over $600.00 for the stereo with installation with Best Buy
Geek Squad Agent
Posts: 3,205
Registered: ‎03-20-2012

Re: Dissapointed with stereo installation and the runaround afterwards

In the manual there are very clear instructions on how to wire the amplified systems, and I apologize that this wasn't tested correctly. It is also upsetting to hear that this vehicle wasn't completed in the 1.5 hours allotted, as this is a very basic vehicle to work on.

It is not true that another shop wouldn't need an appointment scheduled as all warranty work should be scheduled, just like a regular appointment, with clear notes describing the issues at hand. I don't know why this incorrect information was provided to you.

Since you only have weekends off and those are the first slots that fill up because weekends are very common for 90% of clients I will just have to ask for your patience until your appointment time.

Any refunds would need to be performed by the installation bay that messed up the installation as I would totally agree that you were pushed off to another store, but a return at that store would go directly against the store that is helping you out. I would still recommend visiting this store to get the work fixed, but seek the return at the other store. The installer could call over and have them perform the return at the correct store, but please understand if the store that is fixing the issue doesn't allow the return of labor at their store.

Labor is non refundable according to our return and exchange promise, but exceptions can be made at the suspect store. This can be performed over the phone with the original stores leadership, but seek the assistance of this from your warranty work store for further guidance.

A moderator could also be by in a few business days to offer further assistance also. When one gets a chance to swing by you will be in good hands. This is a truly frustrating experience to read about as an installer, and your feedback is greatly appreciated for all the time that you have taken out of your busy weekends. Thank you for the follow ups and it would appear that you are all set to have this resolved this Saturday! Keep us posted.
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?!
New Member
Posts: 4
Registered: ‎02-21-2017

Re: Dissapointed with stereo installation and the runaround afterwards

Yeah . I will keep you posted but I don't have a lot of faith to be honest . I got an email with a survey and it said that someone would be calling me . That was on the 18th, I still haven't gotten a call. I know dealing with a customer that isn't happy isn't the most enjoyable part of the job but the lack of concern and being passed around is less than encouraging.
I've been nice and respectful to whoever I've encountered which has been a lot of Best Buy employees in the past week so, it's not that I'm hard to deal with .
I don't know ..
Either way, I appreciate your feedback. you are the only one to respond or seem to be concerned at all.
Cheers
Geek Squad Agent
Posts: 3,205
Registered: ‎03-20-2012

Re: Dissapointed with stereo installation and the runaround afterwards

100 percent agree with you, and in a perfect world they should be doing everything possible when they make a mistake, and more importantly not pass it to another store.

Your patience and understanding shows your character and please know that I am very grateful for both. Please sit tight for a moderator to take a closer look into this for you and also pass this information along to the suspect store for further evaluations.

Have a great rest of the week!
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
New Member
Posts: 4
Registered: ‎02-21-2017

Re: Dissapointed with stereo installation and the runaround afterwards

Thanks, brother. You have a good week too
Will keep you posted
Posts: 630
Topics: 5
Kudos: 33
Solutions: 28
Registered: ‎12-23-2016

Re: Dissapointed with stereo installation and the runaround afterwards

Hi Spanner_012,
 

Welcome to the Best Buy Community forums. I can understand your frustration with not being able to get your sound set up working correctly, and bouncing from store to store like you have been.
 

I’m sorry that we haven’t been able to provide you with the expect service that we pride ourselves on. I’m happy to see autotech796 has been here to go over your situation with you. He really knows his stuff, and I want to reinforce everything he’s said. I’ll be sure to document your poor experience so that we can use it to improve the level of service we provide in the future. I really appreciate you taking the time to let us know about this.
 

I’m hopeful that we’ll be able to get your stereo and Bluetooth working when you bring your car in on Saturday.  If you run into any further issues, please keep us updated. Also, if you are still looking to speak with the store that did the initial install and they haven’t gotten back to you yet please let me know. If you could send me a private message using the link in my signature below containing your contact information as well as the location of the store you are trying to get in touch with I’ll see if I can help you out with that.
 

If you have any further questions, please let me know.
 

Thank you.

Kyle R|Social Media Specialist | Best Buy® Corporate
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