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Posts: 1
Registered: ‎04-06-2017

Poor Customer Service

I've tried to work with the Best Buy in Oro Valley Arizona. This is the email I sent them and still no response. I need my stereo issue resolved ASAP.

 

  I am contacting you due to my experience at your store. First of all, I’d like to say I’m a very patient and understanding person, so for me to be at the point of sending this email speaks to how frustrated I am. On Saturday, April 1, 2017, I had a 12:15pm appointment to have an amplifier installed. I arrived around 12noon, checked the car in with the technician, Jeff. The appoint was scheduled for 2.5 hours. I was fine with that and decided I would have lunch and shop to kill time, during that time frame. I returned to Best Buy about 2:30pm to find out my car had not been worked on yet, due to a problem with the car that was scheduled before me. I was a little irritated that no one bothered to call me to let me know that. I was told that my car would be worked on soon, so I decided to wait in the Geek Squad Area. Roughly 1 hour later, I walked back to the Car Install Area and the car still hadn’t been worked on. I called my wife to come and pick me up. Bear in mind I live in Gladden Farms, so that took a while for her to get there. When I got home, I called Best Buy about 6pm and it was extremely difficult to get in touch with Jeff or the Store Manager. I finally spoke to the Store Manager and I don’t feel he had the proper perspective on the situation. Okay, so the story goes on. I got a call from Jeff explaining a multitude of problems with the install. He told me he needed to order a component to make it all work properly. He said the component would come in Monday or Tuesday. I said okay, fine. He told me the car was put back together and ready for pick up, but there was a feedback noise due to the missing component. It’s a high pitched tone. It was about 8pm or so, I told him I would pick it up the next day, meaning Sunday morning. Fast forward to Monday, I called Best Buy, spoke to Jeff to find out if the component came in and it hadn’t. I’ve called Best Buy numerous times to find out if the component has come in, but have not been able to speak to anyone because no one is answering the phone. It’s Wednesday and no news yet. My car still makes the annoying noise, due to the missing component and I have no idea when the component will arrive at your store, or when or if anyone will call me to notify me it is in.

 

  In summary, there were many opportunities that Best Buy could have made the correct Customer Service decision, but failed to do so. I would have appreciated it if someone would have called me and explained the situation. I shouldn’t be in this position. I should have to call Best Buy every day to find out the status of the component. I would appreciate if someone in Management would call me at xxx-xxx-xxxx and let me know what will be done to resolve my car stereo issue. I’ve been far more than patient. Please call me so we can talk about this, if you don’t call with 24 hours, I’m going to contact Best Buy Corporate offices.

 

 

Valued Contributor
Posts: 1,968
Registered: ‎12-01-2014

Re: Poor Customer Service

The mods on here are from corporate and only respond via messaging and replying to forums. If you would like to phone you can call 1-888-best-buy. They will reply in a few days.
Posts: 2,762
Topics: 49
Kudos: 203
Solutions: 117
Registered: ‎11-30-2015

Re: Poor Customer Service

Hello JamalGalloway,

 

Getting work done on your car can be exciting when it’s something like getting a new amp! Thank you for taking time out of your day to share your installation dilemma with us here, and joining our community.

 

Auto-installations can be long, and can require additional parts. It’s discouraging to learn a part check may not have been completed prior to beginning the work to install your amplifier, and you weren’t advised of the complications in the moment. I’m sorry that the correct part may not have come in as expected to correct the install. I’d be happy to reach out to your local Oro Valley Best Buy for an update on this matter.

 

Once I have more information regarding what options may be available I’d be happy to follow-up with you on this matter.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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Posts: 2,762
Topics: 49
Kudos: 203
Solutions: 117
Registered: ‎11-30-2015

Re: Poor Customer Service

Hi JamalGalloway, 

 

Thank you so much for your patience on this matter. Shawn from your local Best Buy got back to me, and provided that everything has been resolved. Please let me know if that's not the case, and I'd be happy to see what options may be available at this time. 

 

Kindly, 

 

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