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Member
Posts: 10
Registered: ‎12-06-2018

Trouble with Car Radio best buy.com chat agent

I picked out a radio to purchae for install and it wasn't available so I started chatting with the agent on that page.  They took my requirements and picked out a radio for me and said it had the options I needed.  I saw it was sirius xm ready and asked if it comes with everything that I could transfer my current service.  He said yes they will just plug in the antenna and it will work and I didn't need to buy anything else.  I went ahead and made the purchase but I don't have the chat transcript as it failed to send.  I had scheduled install and the install kit required +$120. The shopping cart even included a 4 month free sirus xm subscription which made it seem legitimate.  Last night I watched the manufacturer, Pioneer video for this product and it said a separate tuner was needed. I called multiple times and no one could give me that answer and confirm.  I was hung up on several times.  Sent to the store but no one answered and later sent and it said the store was closed but was still 30 min before close.  Anyway I asked for this to be escalated and I don't know if it was.   I called 3 times today and finally got the store's number, They were not open at first, then didn't answer, then later today I talked to a very helpful installer there who confirmed it takes $90 more in parts to make this work.  So a $300 radio, needs $210 more parts.   I would like best buy to cover the original quote and provide what is necessary.  Imagine if I had went through the entire install and found out I didn't even have the options I had on my original radio? There is no best buy near me.  The closest is in TN which has high taxes. I setup install in Mooresville NC where I will be on the 28th.  Best buy closed down my local location in Bristol VA moving it to Bristol TN where the tax rate is higher.  Anyway Please include the additional kit at no charge meeting the chat agent's specs he gave me or I'm going to have to cancel the service and order completely.

 

Member
Posts: 10
Registered: ‎12-06-2018

Re: Trouble with Car Radio best buy.com chat agent

5-6 more calls this am, keep getting hung up on. Supervisor call back within 24 hours never came. 

Best Buy is failing big time.

Member
Posts: 10
Registered: ‎12-06-2018

Re: Trouble with Car Radio best buy.com chat agent

Called the corp number got in touch with someone that stayed on the phone with me throughout the request. They refused to provide the additional equipment the chat agent/salesperson said I would not need yet the installer at best buy mooresville said would be required.  I am so lucky this order is now cancelled. Such poor sales, service, took way too much effort and if I hadn't put out that effort I would have had a radio installed 2 hrs from home that did not even meet my current radio level by not having the sirius xm.  I would have been way more angry than I am now.  Thanks for nothing Best Buy.

Best Buy Employee
Posts: 2,455
Registered: ‎01-09-2015

Re: Trouble with Car Radio best buy.com chat agent

SiriusXM Ready is the marketing tagline to signify that the radio you’re buying has the ability to control the satellite radio tuner add on, where you would otherwise require an additional screen to handle that function. I’m sorry that the sales representative was not well-versed on car electronics, although I’ll admit it can be more than a little tricky to navigate with the sheer number of vehicle variants out there and the parts necessary to complete the work. You have just provided one of many examples that speaking to a car audio specialist should be mandatory with car radio sales. It’s also why the installation terms and conditions carry the disclaimer that additional parts and labor may be required to complete the work.
I am a Best Buy Employee, 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***
Posts: 798
Topics: 55
Kudos: 63
Solutions: 32
Registered: ‎07-23-2018

Re: Trouble with Car Radio best buy.com chat agent

Hello, ardean,

 

It is nice to hear from you again. We appreciate you choosing Best Buy for the new car stereo. It sounds like you had some specific features you wanted to be sure were included. As jdogg836 mentioned, speaking with a Geek Squad Autotech is strongly suggested, to help ensure there is a full understanding of what may be included, as well as additional parts or accessories that may be required. Considering you live quite a distance from the closest Best Buy store, I understand communicating through online chat may have been more convenient. I’m sorry to hear the Sirius XM tuner may not have been discussed. It also sounds like you did not have an ideal experience when calling in for support, which is surprising, and not a reflection of the type of service we expect from our teams.

 

While I understand the order has since been cancelled, I’d love the opportunity for formally document your feedback. We are extremely interested in continuously improving our service, and I appreciate you making us aware of what transpired. You’re welcomed to send a Private Message, so I can collect the necessary information. To send a Private Message, simply select the darker blue icon, which is located across from my signature.

 

Best,

Sarah|Social Media Specialist | Best Buy® Corporate
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