Delivery & Installation

[edmondscharissa]

In March of 2021 I purchased installation of a kicker subwoofer (from Best Buy, Nashua). During the install in April 2021, Cedric Wager from geek squad broke the screen on my factory radio/navigation system. They offered to replace it with an aftermarket Kenwood radio, convincing me that this was the more compatible option with the subwoofer they were installing. As soon as I left the parking lot after the installation my parking/emergency brake signal turned on. I had a mechanic diagnose it and they said that the wiring to my aftermarket radio was installed incorrectly, and this was triggering the parking brake to signal that it is engaged. The light stayed on 24/7 and as did the beeping sound indicating the parking brake was on, even when it was not. I also do not have audible directional/blinker sounds that were in working condition before the install. The radio quality of the Kenwood was terrible (sounded like it was under water), the backup camera was not visible at night, it would power on and off on its own, and apple car play would not work even when switching out multiple apple wires. In February 2022 I went back to Best Buy. I spoke with Theresa Olsen (geek squad manager) and asked to have the factory radio replaced as the Kenwood was malfunctioning. Cedric was no longer employed with geek squad/best buy so a new technician, Kaden was assigned to assist me. A new factory radio was ordered from Chevy to replace the malfunctioning aftermarket radio, but it was back ordered a few months and during that time there was MINIMAL communication from Best Buy/geek squad employees. Most times I had to call Chevy myself to check on the radio status. When the radio did come in, it took a week for Best Buy to pick up the radio. It was then finally installed by Kaden. The newly installed factory radio would not power on. Chevy diagnosed this issue once again, was not able to activate the radio due to the wiring being completely incorrectly which was previously completed by geek squad. While Chevy had my vehicle to diagnose Best Buy’s incorrect installation, my vehicle got broken into and I had THOUSANDS of dollars work of electronics (to include the subwoofer originally installed), tools, gift cards, etc. which could have been avoided is Best Buy would have handle my situation with more urgency. I have been without a properly functioning radio since the original install in April 2021, and now I’ve been without a radio that won’t even turn on since Kaden installed the factory radio in May. In the meantime, the geek squad garage at this Best Buy location in Nashua has closed. Theresa has moved on to another Best Buy location, and since July 6th 2022 Gustavo Puchols (new manager) has taken over this incident. This individual hasn’t had any sense of urgency to this rectify this situation which has been ongoing for over a year, and has been quite unprofessional. I’m writing this on October 4th, 2022 with still no solution, working radio, or answers as to when or how I will have a properly functioning radio. Gustavo has told me that there is nothing Best Buy can do to resolve this issue and fix my radio that they failed to install correctly. I have now been without a radio since April 2021, 1 year and 6 months. I have contacted headquarters and I’ve yet to receive any answers or assistance, I have spoken with every management option within this location, and customer care has been zero help. I am tired of being passed off to the next person. I have received the worst customer service/care I have ever experienced with any company, I am disappointed frustrated and have run out of options. I will be taking legal action if this is not resolved. 

[AaronG-BBY Social Media Specialist]

Hello, edmondscharissa,

Welcome to our forums! Although, I wish it were under better circumstances.
I’ll be happy to take a closer look into this matter and offer any additional assistance I can, however, I’m hoping you can provide me with a few pieces of additional information before I’m able to do so.  If you could use the blue “Private Message” button in my signature to send me:

• Your first and last name
• Your phone number
• Your email address
• Your order number

This should be enough for me to begin my research, and hopefully get you the assistance you’re looking for.
 

Regards,

[AaronG-BBY Social Media Specialist]

Hello again,

Do you have the most recent order number for this issue?

Thanks,

AaronG

Social Media Specialist

Best Buy Corporate