03-28-2017 10:10 AM
I recently began experiencing strange electrical problems in my 2014 Toyota Rav4 - beginning with the computer not recognizing that my doors were closed (and thus not allowing me to lock with remote) and escalating to the point where the car could not be unlocked or even started through the remote, as well as various other computer-based issues. Originally, we believed that the problems were related to body work performed subsequent to a hit and run accident. However, in the course of a thorough investigation by an objective third party local Toyota dealership, it was found that the ultimate cause was the poor installation of the Remote Start system by Best Buy installation department. They took pictures of loose connections to the body control ECU and bare wires that had, at best, been originally covered by electrical tape upon installation. They advised and others confirmed that this was not proper protocol for a long-term installation (in fact it was quite dangerous and could have easily caused a fire) and suggested that I contact Best Buy to seek reimbursement for the cost of the damage that was caused. Unfortunately, I was more than a little disappointed by the response at our local store. I was directed to the Installation Department and explained my concern and, not surprisingly, was met with some resistance. However, I provided the pictures and tech notes from the Toyota dealer and asked that it be escalated to a manager above the Installation Department. The next call I received was a dismissive call from a manager who gave me his name, but not his position, and who said that they decided, without any investigation beyond the statements of their employee, that they were not liable. I asked for names or numbers of others within the organization that I could call...and that information was refused to me. I am not unreasonable. I understand that there are two sides to every situation. However, I don't feel that Best Buy even listened to my side. Surely, if dangerous practices are occurring in these installations, I would hope that Best Buy would care enough to do the most basic investigation beyond merely asking those who are performing them what they think! This forum is my last hope that Best Buy will step up and at least hear my concern and consider that they may be at fault. Thank you...
03-28-2017 04:41 PM
I am truly shocked to hear that you recently have been having so many issues with your vehicles computer. I can assure you that our installations are indeed covered for a lifetime, as long as it was not tampered with or altered in any way. The lifetime labor warranty is guaranteed across the U.S. at any of the Best Buy locations with an installation bay. All of our Autotechs are MECP certified and have to keep up with certifications to allow them to work on vehilces, and we have some of the strictest guidelines to follow to make sure our workmanship is top notch. To hear that there were exposed wires is something that definately needs to be corrected as the possibility of fires are small, damaging other components by grounding out would be my bigger concern, especially damage to your vehicle or the remote start that was installed.
The store that you called, did they offer you an appointment to have it looked at so that we can fix it? Did they offer to have it in for any warranty work so that they could properly assess and possibly direct you to the culprit of the issues that you are experiencing? I apologize if they didn't offer you any of these options because they should find a time to atleast take a closer look at what could be the issue with the remote start and atleast rule out that being suspect.
Unfortuntely if you had already had work completed that you were billed without going through Best Buy first, then the warranty would be voided. Best Buy does have an insurance company (Sedgwick) but there are steps that need to be followed to make sure that a "damage claim" can be submitted. Here is a brief look at what those steps are:
Return to Best Buy for warranty work to be performed
The installer will then be able to fix/repair any connections that could be causing issues
If the damage needs to be submitted a claim should be filled out
A form will need to be filled out with contact information and an invoice number
A manager and the installer will call up to our suppor team to submitt the claim and explain the situation at hand
You will sign off on the damage claim waiver
An Insurance agent from Sedgwick will then call within a few business days to explain the next steps, repair scenarios, where to go for repairs, and other important information.
If any of these steps are bypassed especially the first one of returning to the Best Buy for our Autotechs to possibly fix or repair the situation, your claim does run the risk of being denied by our insurance company. I do hope that you can atleast get this back into a Best Buy for them to rule out, and fix any connection that may be associated with the Remote Start so that no damage to our product or your vehicle could occur. If you already have had the damage repaired, this may be why they are denying the claim for compensation, but sit tight for a moderator to swing by and take a closer look.
Although I cannot promise a different outcome once a moderator arrives, please know that I do apologize that you were having issues that you believed were linked to a remote start installation. That is not the type of service that we want to provide, and it is my hopes that we can get that vehicle back to the high standards that we strive for on each and every installation performed. Thank you again for all the time that you took to join and write the community, and your patience is more than appreciated until a moderator swings by!
03-29-2017 06:20 PM
I’m truly sorry that you’re experiencing issues with your Rav4 after receiving a remote starter installation from us. I understand the amount of confidence our customers instill in us to make sure their products and services are installed professionally and correctly every time. If for any reason there is a suspicion that work was done incorrectly or poorly we truly want to make sure it gets addressed and corrected.
As autotech796 stated we absolutely do offer the option for customers to submit a claim through Sedgwick if they feel damage was done to their property. I recommend following the steps previously mentioned above to make sure your claims are properly addressed.
I’m genuinely sorry you felt you were dismissed at your local store. I know how upsetting this must be and deserve our compassion, respect, and willingness to assist you. If you experience any issues creating the insurance claim, please don’t hesitate to respond and bring it to my attention.
|Javier|Social Media Specialist | Best Buy® Corporate|
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03-30-2017 01:25 PM
First of all, I want to thank you and the "first responder" for your expression of concern regarding the installation problem that I experienced. If I had received a similar response from the local store - just an indication of the desire to get to the bottom of the problem - it would have gone a long way.
I have two follow-up questions:
03-30-2017 01:29 PM
Thank you for the follow up and @Javier-BBY any myself do apologize that the store was less than apologetic to you, and we want nothing more than to get your vehicle up and running again, in like new conditions. If your follow up questions are to personal for the community please private message javier directly, or if they are just basic questions I may be of assistance until the moderator frees up from responding to other threads.
Either way I'm hoping for a resolution that works out the best for you!
03-30-2017 01:42 PM
Sorry, the last response was posted before I was ready to send it. I have two follow up questions:
1) The presenting issue that caused me to seek technical assistance was that the internal vehicle computer was damaged and my car was not drivable. It was only upon the replacement of the computer that the remote start bare wires were found. The dealer technician disconnected the remote start at that point so that no further damage could occur and called me. I called Best Buy and told them where the vehicle was located (less than 3 miles from them) so that they could inspect it for themselves, if necessary. The dealer would not allow me to take the vehicle from their premises without payment. When they did not go to inspect the vehicle after 4 days, I asked the dealer to send pictures to them and provide them to me...and I paid for the repairs myself and took possession of the vehicle. I couldn't be without it any longer. So, yes, the repairs were done without their inspection, but not repairs to the installation but rather replacement of the components damaged by the faulty installation.
2) I'm not sure whether there would be any reason to take the car to Best Buy at this point. I do have the Remote Start equipment that was removed from my vehicle and can present that and the pictures and the technician's notes to anyone that you suggest. The dealer tech said that they would speak with an investigator, personally, as well. I think you can understand that I would have no confidence in taking any of this to my local Best Buy (which was where the Remote Start was installed), considering the way in which they dismissed my concern. However, I would be happy to take all of this to another Best Buy within 30 miles. We live in Frederick, MD and it was installed at the Frederick Best Buy.
Can you please advise how I should proceed?
03-30-2017 02:04 PM
since the work was already removed, all you would have to do is to head back to the store to speak with their leadership team and explain exactly what happened, along with presenting any material that links the remote start with the "computer" issue. You will not need to return to the installation bay for inspection since we cannot inspect something that is not there anymore.
The store that did the installation would be the store that you should go back to, honestly it will help with the claim process because they will have the paperwork at their store and the others would not. I realize that this is less than ideal, but our leadership teams that the suspect store should be welcome to working with you and atleast taking at what the dealership found. Should you need any further assistance after speaking with them don't hesistate in posting here, or communicating with @Javier-BBY! Have a great day!