Best Buy Repair Support

[HI-FI_Guy2]

In 2021 we purchased a new home and made a number of purchases from Best Buy thinking that (especially with having Totaltech support) that we would be well taken care of.  Well, that’s not so.  I would have been better off purchasing all of my items from Amazon.  I say this because I purchased the item on the top of this list, a Denon AVR-X6700H from Best Buy on June sixth (6th) for $2,599.98 believing this was a high quality product, sold by a high quality business.  I was wrong.  Yesterday (10/27/2021) this receiver began having major malfunctioning issues.  I called Totaltech support.  After hearing the issues I was experiencing the person I talked with told me that my best option was “return & Exchange”, however he was in the incorrect department to accomplish this for my receiver.  He stated that he would transfer me to the correct department along with the information he had collected from me and I should let them know that I would like a return & exchange.  Long story shorty I spent around Fifty minutes (50) minutes with this person and in the end they still stated that they could not perform a return & exchange because it had been over forty-five (45) days from the purchase date.  This doesn’t make sense because we have a sixty (60) day return policy.  Anyway, without listing play by play of what I went through here let me just say that I purchased a Polk subwoofer from Amazon for $100 less than Best Buy was selling it for.  The subwoofer stopped working last week and is three months past the warrantee for the amplifier inside it that broke.  They told me that they were “sororry to hear about your sub, we could send you an amp free of charge as a onetime courtesy”.  That is why I stated I see that I should have purchased the following list of items from Amazon.  As a side note, I even had to dig through my records to locate the information on my Denon receiver because Best Buy does not show it on my list of purchases items.  I can’t believe I spent almost $3,000 on a receiver and it’s not even listed let alone supported by Best Buy.

Denon AVR-X6700H

LG OLED 77” TV

Sanus premium series swivel wall mount

LG OLED 65” TV

LG 5.1.2 520W soundbar

CyberPower battery backup

HP envy desktop computer

Installation of three (3) TVs

Installation of a sound bar system

[AndrewB-BBY Social Media Specialist]

Welcome, HI-FI_Guy2,

Thank you for taking the time to reach out to us here on our community forums to let us know about your experience with your Totaltech membership. Having experienced sound issues with my home theater setup before, I know it can be quite frustrating when problems start to appear. I appreciate you taking the time to provide your feedback about this process.

Is there anything I can do to assist you at this time? Please let me know, I would be more than happy to see how I can help moving forward.

[HI-FI_Guy2]

The last advice I received from Totaltech support was to contact the manufacturer to see what options they might provide, prior to having the Best Buy Geek Squad fix the receiver at no cost to me.  As I began reevaluating the issues the receiver was having and listing them to talk with the manufacturer, I noted that one of the issues might be caused by the cable TV box and the HDMI cable that was attached to it.  I reconfigured the connection by having the cable TV box HDMI cable attached directly to the TV’s HDMI #1 input rather than the receiver.  I kept all of my other gear hooked up to the HDMI inputs on the receiver and the receiver’s HDMI Earc out attached to the TV’s HDMI Earc in.

Everything has been working seamlessly and flawlessly since I made this change.  If this change does not continue to work I will contact you for further assistance.  Please note: I have been very satisfied with Totaltech support and would like to especially give a shout out to the installers for the fantastic job they do and their attention to customer satisfaction.  The reason I took the time to join and post on the Forum was my absolute outrage at Totaltech.  I spent Thousands of dollars on equipment at Best Buy this past year.  In addition this receiver is built by one of the top receiver manufacturers in the world, is that companies 3rd from it’s top of the line receiver and cost me over $2,500.  My expectation was that this like my past 3 Denon receivers would provide its top of the line functions for years to come.  I have a Pioneer receiver that is 40 years old and still working, plus 3 other Denon receivers all working 100% and only replaced due to not having the newer technologies required by audio / video listening and movie systems.  Thank you for reaching out to see if you could assist me.

[Kayla-BBY Social Media Specialist]

Greetings, HI-FI-Guy2,

AndrewB-BBY is away for the moment, but I'm happy to step in for him. Your feedback and insight about Best Buy TotalTech is truly appreciated as we are constantly working to improve to better serve our customers. If something changes or something specific we can assist with arises, please don't hesitate to reach back out. We'll be here. 

Kind regards,