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Geek Squad Agent
Posts: 3,251
Registered: ‎03-20-2012

Re: Technician refused to serve me. (Maybe cause Im Hispanic?)

I don't know how I missed this post, but I would like to shine some light from an Autotechs point of view.  First off, I have been around for quite some time and I still have yet to ever meet any tech, and I mean any tech out of the many that i have worked at across the nation, that would refuse work for race reasons. Not saying that it couldn't happen because honestly there are all types of people, but there is no way that a Autotech within our company would ever be able to just "refuse" off of race.  They would have to go through so many hoops and hurdles to not allow a customer the right to installation that it really wouldn't be worth their time and the headache to deny a job.  I do apologize that you feel that way, but there are so many escalations in place that a reasoning would literally have to be given to multiple higher ups and unfortunately race would just get them fired in an instant, so let me stop that argument here, and let me tell you why you were actually denied because I have been in this installers shoes all to often with vehicles that need actuators.

 

When an installation is scheduled our installers will have literally just enough time to get that job done, and should something go wrong, hopefully they are fast because the appointments are booked so aggressively to not allow any time for error, that is why we are all MECP Certified, and continue to strive for higher levels within that certification to learn more and more to better serve our customers.  We always strive to make sure that our customers have realistic times, unlike dealerships where they tell you to drop it off and they give you a call when it is done.  The Autotechs have alot going on that you will never see like picking up phones, answering customer in store questions, and selling on the floor, all while keeping to a time frame to get the scheduled appointment done to make sure customers are not hanging around longer than they need to. 

 

With that said, when a car arrives for a remote start you are usually alotted 3 hours for that job.  That includes us to hook up all the ignition connections, data connection, flashing of firmwares for the modules, horn honk, trunk release, running a hood pin (if factory one is not present), locating the wires, and disasembly and reassembly of the vehicle.  It really isn't bad and alot of times the installer will get done before this time so that it can factor in the check-in/check-out process, but also ensures that the customer recieve a demonstration at the end that is very informative so that the customer knows how to use it better than the installer before they leave the shop.  So this is the catch that I hope you can understand and see where the refusal came in. Having 3 hours to do all of these tasks along with all the other possible tasks that I mentioned above for vehicles that come equipped with the factory convinience features like lock, unlock, trunk release, and running a hoodpin for safety. 

 

Here is why that tech that was running solo coverage was not able to do the work.  Per door the alotted time that we are given for actuators is 45 minutes, so factor in 4 doors and you have an additional 3 hours of work.  Knowing that we book aggressively now, I do hope that you realize that having an additional 3 hours no matter how fast you are as an installer would make for customer disappointment since they probably arrived with a ride in mind thinking 3 hours out the door, so a 6 hour job unfortunately would not be possible in a 3 hour time frame.  With 2 installers that job could possibly get done, but you would have to bank on one of the other installers jobs to no show so that they could help out.  Most bays run single coverage because of how efficient we are as techs, but starting that job being that it was the first appointment of the day would mean pushing the other customers that are next behind, and that unfortunately isn't fair to them. 

 

I realize that this is less than ideal and I really wish that the salesman or installer that sold the product was informed and took into account that there were actuators, so that you didn't have to wait a month to get told no.  We cannot go back in time and fix what has been done, but we can move forward to have this unit installed with the actuators.  Now that the installer knows that you do not have power locks, they can schedule accordingly to allow them enough time, even a single installer, to get the work done to not push other appointments back either.  This was a big misunderstanding, but honestly the refusal of work was more than likely because of time restraint issues, and nothing more.  I understand that there was an offer for $100 off the installation which is a fantastic option, and I do hope that you can forgive our misunderstanding about your vehicle and can get this installed into your vehicle with the extra savings.  Best of luck!

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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JT7
Member
Posts: 12
Registered: ‎02-28-2017

Re: Technician refused to serve me. (Maybe cause Im Hispanic?)

Does BestBuy just forgive me if I happen to miss a payment on my credit card? No, Bestbuy, charges me a fee if I dont pay on a certain day.

 

 

This long disertattion reiterating things that have already been explained to me doesnt fix or makes anything better.  The fact is, if I wasnt denied servise because of my race, then I was denied service because of horrible service on bestbuys part. We come to bestbuy and pay more money instead of going in to a mom and pop shop for installations because of the service, not because prices are any cheaper. Remember I called in Febuary 6th and we are in Marth 17th and I still dont have a starter yet. 

 

I was told bestbuy would perform the job on a certain day with a month of anticipation and they failed to perfom the job costing me over $400 dollars of money I couldve had in my pocket right now on top pf the $450 to install the starter and im not even counting other miscellanious expenses for having to take a day off work and waste 6 hours to get this job done.

 

 

 

 

 

JT7
Member
Posts: 12
Registered: ‎02-28-2017

Re: Technician refused to serve me. (Maybe cause Im Hispanic?)

So I finally went to get the installation done and after waiting over 4 hours and, he told me that part of the job could not be done because he didnt know how to do it on my vehicle. 

 

That I would have to come in a 3rd time to get it all done.

 

If this is not racism, what is?? I mean, How many times do I have to tell them and the moderators in this thread what I asked for over a month ago in order to get people to do the installation already? How much time do you need to get a tech that knows what he is doing to just install this so I can just be on my way and never come back?

 

 

I asked fpr this install on Feb 6th and its march 23rd and the Job is still not done. But yeah, its not racism at all, right?

 

RIGHT!

JT7
Member
Posts: 12
Registered: ‎02-28-2017

Re: Technician refused to serve me. (Maybe cause Im Hispanic?)

The reason why this is taking long is because this situation is not as public as it could be. If more people were aware of this, or this made out to the media in any way, the CEO of bestbuy himself would be calling me to get this resolved and give me a legit reason as to why a paying custumer has to wait 2 months to get a simple remote starter with doorlocks installed.

 

Unreal..

Posts: 4,776
Topics: 248
Kudos: 194
Blog Posts: 11
Solutions: 230
Registered: ‎01-21-2014

Re: Technician refused to serve me. (Maybe cause Im Hispanic?)

Hello JT7,

 

It's disappointing to hear  we weren't able to complete service as expected. Most likely, the technician associated with your car installation simply didn't feel comfortable installing something and merely wanted to defer to someone who had considerable experience with power door locks to ensure you were happy with the final service outcome. I apologize for any frustration this may have caused and if we made you feel disrespected or discriminated against in any way.

 

Please know I'm currently reaching out to local management to further assist you. It may take a couple of business days for us to figure out a resolution to your case, but I'll be sure to update you once I have more information available. 

 

Thank you for your continued patience,

Alexandra|Social Media Specialist | Best Buy® Corporate
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JT7
Member
Posts: 12
Registered: ‎02-28-2017

Re: Technician refused to serve me. (Maybe cause Im Hispanic?)

but that was the same reason they gave me the 1st time I went and why we needed a 2nd appointment. 

 

How many time do I have to go in order for management to get somebody who knows how to do the jonb instead of telling me to come 3 different days?

 

 

Like I stated before i lose money from taking days off work each time I have to do this. They are doing this on purpose and your replys sound like they are made by a spam bot. Im sick and tired of losing money and waiting to get this done. 

 

Ifi have to go back a 3rd time I want you guys to take the started off my car and gve me my money back.

Posts: 4,776
Topics: 248
Kudos: 194
Blog Posts: 11
Solutions: 230
Registered: ‎01-21-2014

Re: Technician refused to serve me. (Maybe cause Im Hispanic?)

Hello JT7,

 

After partnering with your local store, it sounds like they've been trying to reach out to you to resolve this matter. At your earliest convenience, please call or visit the store to speak with our manager, Sofiya. She'll be happy to further assist you.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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JT7
Member
Posts: 12
Registered: ‎02-28-2017

Re: Technician refused to serve me. (Maybe cause Im Hispanic?)

I havent received a single call or email from anyone so either she is lying or you are. Also, im not spending any more of my time with that store.Its been 2 months since I began and im still here arguing of horrible Racist service. Clearly, they are out of control and you dont care enough to take matters in to your own hands.

 

Im going to write a letter and send it to my local news outlet, tweet it to bestbuy and any other outet I can find. Maybe, just maybe someone will hear me out and actually look in to why this has happened to me.