12-31-2019 05:43 PM
01-01-2020 12:35 PM
Good afternoon Kd5957,
This certainly isn't the type of experience we want for any of our customers who shop with us for car electronics. This hurts reading this post because of how a few things that weren't completed to ensure your installation went off without a hitch. Please know that I cannot change the past and what you've endured, but I can certainly apologize for the trouble this has caused you.
Without knowing the vehicle the new radio was installed in, there is a check in process that would allow the installer the opportunity to discuss the product with the customer and any features that may or may not be retained when swapping out. If the parts were purchased online, I'm not entirely sure why the steering wheel control module and also the installation labor wasn't selected, but it is an option for our Blue Shirts in the store to select so that the proper parts/time/labor can be added to the appointment. The steering wheel controls would require the adapter to make it work with the new aftermarket radio, but you're correct, how would you know if you've never ran across this before? I totally hear you, and I too, miss somethings my customers are wanting that they may have been expecting to just work. It's just part of the job, but our lifetime labor warranty is there to make sure you're fully satisfied.
Normally speaking, if you're not satisfied with the radio and the functionalities that are provided you can seek a refund, but installation is non refundable. That said, any of our radios that are above $100 has installation included so it wasn't a service you physical paid for on that transaction. The steering wheel labor would be the first additional charge for installation since it doesn't sound like it was built into the harness for your vehicle specific. I would like to let you know that there is no charge for the removal of the headunit to return back to factory and that is part of our lifetime labor warranty that our customers love, should they trade or sell their vehicle!
all of that said, did you end up getting the radio put back to factory? If not, can you provide me with your vehicle year, make, and model so that I can look into the steering wheel programming to see if there are alternative options for more functionalities that may exist than just two. Hoping to hear back from you soon!
01-01-2020 01:47 PM
01-01-2020 03:44 PM
Welcome to the Best Buy Forums. We thank you for taking the time to share your experience with us, although I think autotech796 said it best, as this was painful to read. I wish things had gone smoothly from the beginning, and I am very sorry this situation has reached this point, especially when seeking support from a leader at your local store.
As it stands, if our team can provide further support, you’re certainly welcome to connect with us in private message. If it would help for us to reach out to the store on your behalf, we can take the time to do that, with the request you are contacted to discuss this further. To get started, simply select the darker blue button to the far right of my name below. Anyone on our team will be happy to work with you to get this resolved.
01-01-2020 03:55 PM
I'd work with Sarah in Private Message, the mods on here are fantastic and should be able to get the ball rolling in the right direction for you!
01-01-2020 04:34 PM
01-01-2020 04:37 PM
quite the opposite of what you're stating, the moderators move you private so that they can work with you on an individual basis to provide you with the expert service we strive for. If you don't wish to work with them privately, then you're welcome to return to the Best Buy who you've been working with, without the help of the Best Buy Corporate employee.
I would recommend going private for the best assitance. Believe me, the moderators on this site want to hear your feedback good or bad, but they can't assist you fully without gathering additional information in a private message. Hope this helps clarify.
01-01-2020 04:43 PM
Hello again, Kd5957.
We’d be happy to connect with the store on your behalf. The reason we’d request you send a private message, is simply to ensure the information we’d need from you remains secure. We do not allow customer information to be posted publicly, so if you could please send those details privately, I can get to work on sending some correspondence to the leaders at the Sandy, UT Best Buy store. We welcome you to post what you’d like publicly, provided it does not violate our Forums Guidelines.