02-11-2022 08:48 AM
I am writing because I am extremely disappointed in the service I received in regards to getting my car radio replaced in my vehicle by Best Buy in general. In order to properly explain my frustration I will need to tell you the whole story.
I purchased I replacement car stereo head unit from Best Buy in mid November 2021. Under the advise of the Best Buy website that said it was compatible with my 2020 Jeep Gladiator. Immediately after purchasing it I called to schedule an installation I was told by the person over the phone scheduling the install that I would need to buy 3 more parts, one wiring harnesses, a dash kit, and an antenna, that would cost more then the initial unit. I ask him for the SKU numbers and said I would find them myself. I found the parts and ordered them when they arrived I went to my local Best Buy (Peachtree City Georgia) to schedule an install. I was able to schedule the install for January 10th, at 2:15pm however I was instructed that I would need to buy another wiring harness to retain the current functionality of my vehicle. I was beginning to get a little frustrated but I trusted the technician as Best Buy has deemed him an “expert” in this field. I ordered that harness and began to patiently wait over a month for my installation appointment. About two weeks later I received a call from the technician that informed me that my factory back up camera was not compatible with the new radio that I had bought. He told me that I would either need to buy the $1700 radio or replace the back up camera and pay for the installation on a new one. I opted to replace the back up camera as even though in total it was going to cost another roughly $300 it was still more in my price range then a $1700 radio. So I ordered the camera. After that I do not hear from the technician again until January 9th (the day before the installation). He called to confirm that I had all of the parts and that we were ready for the install the next day. I informed him of what I had and I would see him tomorrow. On January 10th at 1:41pm I received another call from the technician asking for the part number off one of the harnesses I was instructed to purchase. He tells me that the part that I have has been taking off of the install because of issues that had occurred after being installed and there is no recommended replacement for that harness. At this point I had a trip planed for the next day and I just needed the radio installed. I asked if I decided to go ahead with the install would Best Buy honor their warranty if something should happen in the future and he told me yes. I said I would go ahead and have it installed and we will deal with any problems in the future. It was at this point that the technician informed me that the initial radio that I bought would not fit in my Jeep. They had some other radios in stock but those are not compatible with my wiring harnesses that I purchased and if I order a radio that it would be a minimum of $700. Admittedly I got angry with the technician I told him to cancel the install and I would figure it out. I had already taken off work so I drove down to Best Buy to see a manager. It is about a 20 min drive and I was on hold with Best Buy in entire way. Once there I asked to see a manager I was seen very quickly and explained my story. He took me back to car audio and looked some stuff up on the computer and talked with the technician. He offered me no reconciliation and just told me that I needed to order the $1700 Stinger Off-road radio for my Jeep and when I finally get that he will see what he can do to get the labor down to install it. I told him I would love that radio but it is just not in my price range If there is anyway he can bring the price down then we could talk about it. That is where it ended.
I understand this was a long story and one that may fall on def ears but I have never been treated so poorly as a customer. The fact that I wasted over a month of time waiting for my install to only be told 35 minutes before the appointment that it can’t be done and all of the money I spent on parts that were not necessary (which I don’t know If I will be able to return them all) is so ridiculous. Again at this point I don’t expect anything ginvin’ the abysmal customer service that I have received so far. But I would like the company to know how things are being managed on a store level. Thank you.
02-11-2022 01:05 PM
Thank you for providing me with that information. Sorry about your experience that is never our intention. It looks like you have already returned the products for the installation is that correct?
02-11-2022 02:30 PM
02-11-2022 02:55 PM
Thank you for that update. Since the item have already been returned there are not to many steps I can take to offer you any additional assistance. We are always looking for customer feedback to improve our customer experience and avoid future concerns, please visit http://www.bestbuy.com/site/store-locator, find the store you have concerns about with your zip code or city, and click on the "Store Details" link. Select the "Email Us" link and share your feedback. This email will be sent to the store management and leadership team. We greatly appreciate that you took the time to let us know about your experience.
02-11-2022 03:00 PM
02-11-2022 03:14 PM
Thank you for reply. If you still had the items in your possession there are quiet a few things I could do to try to find a resolution for you. Since the items have been returned those options are no longer available for me to offer you. I 100 percent acknowledge that your experience was not the best and I am sorry for that. This is why I provided you with a way to contact the location and email or call the Management directly as they will be in the best position to look into this situation for you.