Manufacturer Warranties and Protection Plans

[KneaHawley]

Two and a half weeks ago we purchased a stove and TV from Best Buy, it to took weeks for them to deliver the items but we chose to wait because of the "free installation".  They arrived and informed us the gas company have to install the stove. That would have been handy to know two weeks ago now I have to wait on the gas company to come out. My new stove now sits in my garage.  The "free installation" on the TV consists of taking it out of the box, plugging it in and starting auto install and leaving. We can't get  our Direct TV to communicate with the new TV so the only working TV is in the garage (right behind the non working stove).  I called the store repeatedly and was left on for over 15 mins. at a time. Finally reached someone and he disconnected me. I was so frustrated I called back for a District Manager's phone number and was told they couldn't give it to me.  If you can't install your purchases yourself, find another place to buy your products!  You will not get any support once you have left the building!

[svantill]

Yeah, it's totally awful.  When I got angry at all the people in the local store (I was quite a spectacle, let me assure you), they told me to call 1-888-BESTBUY.

So, fool that I am, I actually called them, and they were all like, "Uhhhh.  That's a store problem.  You have to call the store about that. "  And when I replied that the store had JUST told me to call the BESTBUY number, they just said, "I don't why they told you that.  There's nothing we can do to help you.  We can only see parts orders in our computer system."

So, I called the store today, which passed me to the APPLIANCE department, which then passed me to GEEKSQUAD, which then passed me to CUSTOMERSERVICE, which then passed me to APPLIANCE...ad infinitum.....

[AndyH]

From what I've heard both here and elsewhere is that District Managers for Best Buy are not involved with customer issues.  Issues are either handled at the store level or through the 888 BestBuy number through what is called "consumer relations".  The final decision for any issue though is strictly the store level, no one can force a GM to do something for a customer, they can just try to get a GM to change their mind.

Basically, talking to a DM wouldn't do anything and they don't give out DM numbers because they arn't there for customer service issues.

[erikjbaugh]

I find myself becoming a bit skeptical at your insinuation that 'free installation' warrants a service that other customers regularly pay for.

I can agree that the gas line situation is frustrating, but it's usually an insurance problem if anyone but the gas company touches lines in a consumer's house (at least where I'm from).

The DirecTV setup is something that Geek Squad does provide at a charge. It is unfortunate that you may not have had that information, and if you were NOT told that, I would let the moderators know when they assist you so that they can contact the store.

I believe the DirecTV setup falls into the TV and Video setup (SKU: 8354434) that is usually offered with a new TV like the one you purchased.

Keep the forums updated with what happens.

Best of luck.

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

While I am an employee of Best Buy, my views expressed in these forums do not represent the views of Best Buy or any of its affiliates.

[KneaHawley]

My only issue is" free installation" implyed to me, the product would be working when they left.  In the future, I need to ask what that includes. I don't think it is unreasonable for the store employees to have volunteered the info of what they would and would not do.  We were vocal about we were unsure of our ability to get everything working.  Had I have understood the process, we could have had our product weeks ago since we own a truck.  Direct TV came out with two days notice, at a time that was convenient for me and took care of the problem, cheerfully and with no further frustation. Now we wait for the gas company and we will be fully functional with our new products. One last point regarding the customer service, I don't think it is acceptable to be left on hold multiple times for over 15mins.  I explained to the person answering the phone what had occurred.  Lastly I was willing to pay for the service but that is the call I was making when the guy disconnected me.

[Ryan-BBY Senior Social Media Specialist]

Hello KneaHawley -

Allan, from our Community Connector team, will be reaching out to you regarding your installation concerns.  Thank you for your patience until he is able to connect with you.

[Allan-BBY Community Connector]

Hi KneaHawley,

It definitely sounds like the sale associate that sold you these items could have been much clearer as to what your options were, and what would be needed to get these items fully functioning once you received them. I am truly sorry that this hasn’t happened as you initially expected, and for having the phone disconnected while trying to get help from this store.

I did look at your purchase, and I see that you did purchase delivery for both the TV and the Stove; what I don’t see is that you purchased installation for the stove, and/or TV and Video setup for the TV. Our delivery teams are not home theater installers, and by no means are qualified to work on a customer’s gas lines (nor would you want them to). Our delivery service only provides basic hookup for appliances and TVs. Basic hookup would be putting the two items where they will be placed in your home, and plugging them in to make sure they are functioning.

I was happy to hear that Direct TV has gotten your TV functioning properly, and that you your gas company should be out shortly to hook up your new stove. With that said I will admit to being disappointed that these services weren’t sold to you in the first place, and because of this you left this experience with our company with a negative opinion of us. I would like to see if there is something I can do to turn your perspective of our service to a positive one, and I am sending you a private message to start that conversation. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,