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New Member
Posts: 4
Registered: ‎12-31-2019

Horrible customer service

Shopped at the Sandy,UT location. Spent $400 on a new receiver for my truck... took a month to get installed... had 3 different employees tell me the wrong line to wait in to check in for my appointment and then when I tell the 3rd cashier that it's not ok that people can't tell me the proper place to go while I wasted 30 minutes waiting in lines I didn't need to be in and he laughs, shrugs and walks away from me
I finally get the receiver installed... get home and start testing a few things out and I find out the steering column control don't work for my radio anymore... I called and spoke to the guy who did my install and told him the controls on the steering column didn't work anymore and his exact words are 'no they won't work anymore... I guess I should have told you that huh'? Seriously?? That's your response? Now they want another $120 to install the adapter I need to get it to work. No way I'm returning this and literally never shopping at Best Buy again. Amazon is cheaper and a proper body shop will atleast give me all the costs up front and not run me around. Should have done that to start with. I used to only use Best Buy to look at items before I bought them elsewhere but started shopping there for all my tech gifts this year... but now I'm returning all my Best Buy purchases and just going back to what worked before. Horrible service Best Buy. I'll be in tomorrow afternoon to get this receiver taken out and to get a refund.

Update: Received a call from the manager of geek squad telling me to bring my truck back and they would fix the issue. I brought it back at 1pm for my appointment today. 3 pm they call and tell me they installed a new adapter but it didn’t fix the issue. Only 2 buttons do anything and they don’t do what they are supposed to do. I spoke with the same lady(geek squad manager) and the very 1st thing she says is it was my fault for purchasing the receiver online and not speaking to a geek squad employee 1st... hold on here... it was Black Friday when I bought it... there is zero chance I could have spoken to someone about this on Black Friday 1st off.. 2nd if I shouldn’t buy online then why the heck do you offer it online? Really horrible customer service by this manager. Took no responsibility, blamed me, and never once apologized. How the heck am I supposed to know I needed an adapter for my steering column if nobody tells me?? I purchased the 3 other adapters it told me to and would have purchased that one if anyone would have told me that. But for the manager to take that stance and immediately tell me it’s my fault and then go on to tell me why in detail it wasn’t geek squads fault is ridiculous. Then I told her I just wanted to have it removed(since they can’t make it work) and get a refund... the manager then tells me she will have to charge me to get it removed and my old one put back in... after they screw up... and then can’t fix it and make it work properly... the managers response my my telling her to return it is that she will have to charge me for it. Major failure with the customer service. No wonder this location has 2 stars.
AVOID GEEK SQUAD. Just go to a real company that specializes in truck radios and can do the job right and won’t treat you like you don’t matter to them. Horrible customer service.
Geek Squad Agent
Posts: 3,592
Registered: ‎03-20-2012

Re: Horrible customer service

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!

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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New Member
Posts: 4
Registered: ‎12-31-2019

Re: Horrible customer service

No I wasn’t able to get it back to factory because they told me they didn’t have any appointments available and wanted to charge me for the removal... when it doesn’t work. I feel like this store dropped the ball and don’t care. Still haven’t heard back from the store manager. At this point all the sales from the holidays are gone and I will now be stuck paying full price somewhere else. But atleast it will work, I won’t get treated like that again and I won’t waste more of my time. Again I just want this fixed but we are no closer to thy happening. Too many other companies out there who do things right the 1st time and then will actually back up their work/products without me having to go to forums for a Best Buy employee to show they care even a little bit. Major fail and I hope this helps other people make better decisions on their installer than I did.
New Member
Posts: 4
Registered: ‎12-31-2019

Re: Horrible customer service

It’s a 2017 Nissan Titan.
Posts: 619
Topics: 40
Kudos: 85
Solutions: 25
Registered: ‎07-23-2018

Re: Horrible customer service

Hello, Kd5957,

 

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.

 

Sincerely,

Sarah|Social Media Specialist | Best Buy® Corporate
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Geek Squad Agent
Posts: 3,592
Registered: ‎03-20-2012

Re: Horrible customer service

Kd,

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!

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***
Was the question answered click solution and kudos the post?!
New Member
Posts: 4
Registered: ‎12-31-2019

Re: Horrible customer service

I understand your wanting to keep this private as you don’t want me posting negative things where someone else can read it. Yes I want you to contact the store. I want this fixed. If I spend that much for a brand new receiver I expect it to work properly. If I hire a professional installer for this brand new radio then I really expect it to work properly.
Geek Squad Agent
Posts: 3,592
Registered: ‎03-20-2012

Re: Horrible customer service

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. 

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***
Was the question answered click solution and kudos the post?!
Posts: 619
Topics: 40
Kudos: 85
Solutions: 25
Registered: ‎07-23-2018

Re: Horrible customer service

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.

 

Kind regards, 

Sarah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!