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New Member
Posts: 3
Registered: ‎04-06-2017

Very frustrating experience at BEST BUY Wyomissing, PA. Please help! I need my claim handled!

 

I'll start off by saying my reason for posting here is not to 'BASH' Best Buy but to bring the very unprofessional and unpleasant service I recevied at Best Buy Wyomissing PA to the attention of someone who can address it so that customers can receive the service they hope to get AND deserve when they come to ANY of your stores.

 

I have received at Best Buy Plymouth Meeting PA that was kind, professional and appreciated so I'm pretty sure this kind of frustrating service is not BEST BUY culture and should be addressed.

 

Furthermore, in all the years I have been a customer, whatever happens once you request to have a manager involved; you get a manager who takes charge and addresses the situation. When your store managers are part of the problem, that's an issue!

 

Before I go into details, here's what I'd appreciate.

 

What I would like now, is the assurance my claim is filed and would be taken seriously. And that someone would follow-up with me at the earliest possible time so I am not left wondering what is going on and driving back an forth.

Can you please help get thid resolved?

 

 

The story:

I had a remote start installed in my TOYOTA CAMRY in 2010 at BEST BUY and it gave me absolutely no trouble. Not one day. So here, i'm thinking BEST BUY does professional installation and back up their installation with a lifetime warranty, right?

Let's do it again.

 

I bought and installed 2 remote starts in December of 2015. One in my brand new 2016 HONDA HRV and one in my mum's NISSAN.

 

They never worked well for both us. Mine was unpredictable, won't start most of the time. 

 

My mum's on the other hand was not only unpredictable as well, it ran her battery down several times until her new battery within 6 months went dead.

 

We called AAA and Nissan Roadside assistance all these times to start the car. It was frustrating. I thought maybe my mum kept forgetting her lights on and she insisted she didn't.

 

One of those times, I had left for work and my mum was supposed to take my daughter to school and guess what? AAA had just jumpstarted the battery the day before and it was flat again.Thank God for AAA and Roadside assistance.

 

Finally the battery was done. I went to NISSAN since we were just 6 months out of a new certified used car. They listened, checked and even though they said the warranty didnt cover batteries, the manager was kind enough to say "It's been only 6 months, this shouldn't be happening, we'd give you a new battery."

He said sometimes cars sit in the lot and the batteries lose their charge so they would help with a new battery and didnt even charge us a dime!

 

And 2 weeks later, guess what? Flat battery. That's when I figured. Might be the remote start.

 

So here, we are in April 2016. I'm not using my remote start because it just doesn't come on for me and I have also moved an hr away.

 

So I call BEST BUY Wyommising to tell them the problem, thinking I would drive down to have them take a look.

 

It was like pulling teeth trying to speak to someone and when I finally did, they could not get me an appointment.

 

Promised to call me back several times when the 'installation guy comes in'; never did and everytime I called back ...It just rang and ran me through the recorded options but I could never speak to someone.

 

So I decided to try a different BEST BUY. Plymouth meeting. Wonderful service. Quick appointment.

 

Here, we discovered what I suspected. The remote start was draining the battery from the way it was installed.

 

He adjusted it but I told him - I am a physician and a mum with a very busy schedule, I dont have time to drive back and forth so we decided to 'disconnect' the remote start and see if it really was the only problem.

 

If the battery did alright, we would decide whether to uninstall or reconnect and try it again with the adjustment he did so it was no longer draining the battery. This was May 2016.

 

We have had no problems with the battery ever since.

And of course I elected to keep it disconnected. It was not worth the hassle.It never worked well anyway.

 

So here I am with two cars with poorly installed remote starts.

 

Fast forward Feb 2017.

 

Work takes me back closer to Wyomissing so I decide to get a properly functioning remote start at my dealership since I bought my car there.

 

I go back to BEST BUY Wyomissing to have the remote start uninstalled - Couldn't get anyone on the phone, had to drive there.

Once again, they couldnt give me an appointment.

So I asked if they could call BEST BUY Plymouth meeting so I could uninstall it closer to home on the weekend.

I got an appointment the very next day. 

 

I got the remote start in my HONDA uninstalled, took it back to HONDA and they tell me a bunch of wires were poorly cut and damaged and taped off improperly with cheap materials.

 

HONDA could not install the remote start because the wires were damaged. Eventually, they had to fix just enough of the damage to at least get the remote start installed, but there were other wires that were damaged that could affect my warranty.

 

My car is brand new! Who wants to lose their warranty?

 

So between HONDA, BEST BUY Plymouth meeting, it was concluded that the damage was so poorly done at installation that it was difficult to remove carefully.

 

BEST BUY Wyomissing insisted without an apology, without a simple "I can understand how frustrating this must be for you.", that they followed protocol when even the guy at Plymouth meeting said this is not how he would have installed it.

 

 

Long story short.

 

It have been one less flame shot of hell dealing with these people at BEST BUY Wyomissing.

 

If my car was badly damaged and my mum's battery kept running out and had to be replaced because of installation done at BEST BUY; please be polite. Be kind. Be professional.

 

All I wanted was for someone to say, if there was damage done to your car, we're sorry, we'd look into it. We'd follow up with you, and actually follow up promptly.

 

After not hearing back, I had to go back to BEST BUY because they won't pick the phone twice,  to speak with the managers who were simply rude and downright unprofessional.

 

Once I was left standing for 30 minutes after i explained my situation and it was only after I requested a seat that I got one. They were supposed to be calling HONDA and they left me for an hour. It was only after I called HONDA after waiting for so long that they realised HONDA had told them they would send the pictures on Monday not that Friday evening becasue the repair guys had gone for the day.

 

No apology for keeping me waiting, the manager insisted HONDA had told him they would send it in a few minutes.

 

Soooooo.....But you kept me waiting for an hour without a seat until I asked for one......and if I didnt call HONDA to check in while at your store we'd all still be waiting!

 

How about... "I'm sorry we kept you waiting.  I must have misunderstood their message. Let's take care of you...." ????

 

The second time I was told to move aside with a very rude hand gesture by the manager, for some other customer to be attended to while I waited instead of being taken to an office or a more comfortable part of the store. If you were going to have me wait to be attended to, be kind.

 

I had to drive up and down between Honda and Best Buy - Honda was wonderful. They were kind, polite.

 

They took pictures of the damage, sent them to Best buy, Spoke to Best Buy. I had to get all the recepits from Honda and Best Buy put together, ask Honda to provide details of the damage that was found outlined by Honda and took them back to best Buy to file a claim. Fixing damage alone was going to cost about $600 - $800. 

 

I dropped off all the paperwork and asked that someone please call back the next day to let me know what was going on. They promised. Noone did.

 

I drove there after work the next day and of course , the manager told me he just got in at 4:30 and was actually just looking at my paperwork because although I handed them to someone yesterday who was going to pass them on to him, he had't looked at it and did not know the details. Really? OK....That's comforting.

 

I ask for an estimated time to expect to hear back. He didnt know. Couldn't tell me because they file a lot of claims - Well a comment like that not only tells me you do a lot of damage, but also tells me I am only one customer and not that important.

Now this is from a store manager...really? I don't want to even believe he was a store manager at all!

 

Here's the bottom line. Respect for your customers, professionalism and kindness go a long way.

 

As a physician, I don't get to damage cars if I do my work poorly. I get to hurt people. And I cannot afford that.

But we are all human.

 

One of my mentors told me, when (not if, when...becasue it is certain you will) when you make a mistake---- Don't make excuses, apologize first. Be kind, show empathy. Be present.

 

Customer service is the same thing on a different scale.

 

When a frustrated customer who obviously isnt looking to cause pain or be troublesome but is clearly frustrated because of poor service, don't say you will call if you dont mean to; if you forget to call, apologize.

Follow-up with the customer especially if they can't reach you.

 

I shouldnt have to be driving to your store all the time in 2017. When i tell you how frustrating that is, listen and apologize and don't tell me I am one of your many claims! 

 

If I were just looking for trouble, I would be filing a claim on my mum's car too but I dont even have time for all that.

 

I just want my Honda fixed, my warranty back on and not have to deal with BEST BUY again after this.

 

Again, what I would like now, is the assurance my claim is filed and would be taken seriously. And that someone would follow-up with me at the earliest possible time so I am not left wondering what is going on and driving back an forth.

 

I really dont have the time to drive to Best Buy after work everyday because I dont trust them to follow up.Can you please help get this resolved?

 

 

 

 

 

Posts: 2,762
Topics: 49
Kudos: 203
Solutions: 117
Registered: ‎11-30-2015

Re: Very frustrating experience at BEST BUY Wyomissing, PA. Please help! I need my claim handled!

Greetings Hibiscus,

 

Thank you for taking time of your day to articulate your remote start installation issues with your Honda, and your mom’s Nissan vechiles with such detail. I also appreciate that you joined our online community to share your experience.

 

Remote start is great to have! It’s discouraging to learn you’ve been having some difficulties with the two you purchased at Best Buy, and Geek Squad installed in December of 2015. I apologize for any frustration, or inconvenience these installs may have caused you.

 

Typically if damage to your property is suspected due an installation by performed by Geek Squad, or a Best Buy Agent a claim with our insurance partner would be filed. Sedgwick Claim Management Services is able to look into these matters, provide a signal point of contact, and unbiased resolution. Were you provided a claim number for them?

 

Moving forward with this matter I’ll be reaching out to your local Wyomissing, and Plymouth Meeting Best Buy to see what options are available to move forward with. Please know I’ll also be requesting the training opportunities you’ve highlighted are reviewed, and addressed appropriately. Once I have more information regarding what the next steps may be I’d be happy to follow-up with you privately.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎04-06-2017

Re: Very frustrating experience at BEST BUY Wyomissing, PA. Please help! I need my claim handled!

Thank you so much Maria. I did not get a claim number and I will appreciate the follow-up.

The manager called to tell me today that the claim was denied and I truly don't understand why. He said they followed standard procedures.

If BEST BUY's standard procedures resulted in damage to my car, then its not standard procedure for MY car.

 

I truly would appreciate looking into this for me and a follow-up.

 

 

 

Posts: 2,762
Topics: 49
Kudos: 203
Solutions: 117
Registered: ‎11-30-2015

Re: Very frustrating experience at BEST BUY Wyomissing, PA. Please help! I need my claim handled!

Hello Hibiscus, 

 

Thank you for getting back to me so soon on Friday evening. On your behalf, I reached out to both locations to see what options may be available to further assist you. Once I have more information I’d be happy to follow up with you privately.

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 2,762
Topics: 49
Kudos: 203
Solutions: 117
Registered: ‎11-30-2015

Re: Very frustrating experience at BEST BUY Wyomissing, PA. Please help! I need my claim handled!

Hibiscus,

 

Can you please check your private messages? I’ve sent you a private message to follow-up on this matter. You can check your private messages by ensuring you’re logged into your forum account, and selecting the orange envelope in the top right-hand corner.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎04-06-2017

Re: Very frustrating experience at BEST BUY Wyomissing, PA. Please help! I need my claim handled!

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