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Registered: ‎03-08-2020

Best Buy Installation Caused Product to Fail

We bought a Nest Hello Video doorbell at a Best Buy store in Alexandria Virginia. We also paid Best Buy to install the doorbell. Recently, the inside unit made a buzzing noise, smelled like something was burning, and was hot to the touch. We disconnected the doorbell and called Geek Squad. The Geek Squad member who came to our house said the unit outside the house was installed incorrectly. He said it was installed on the doorframe where there is molding, causing rainwater to get into the unit and shorting it out. He advised us to go to the Best Buy store for a replacement. At Best Buy customer service, they told us Geek Squad would be responsible for reimbursing us. Geek Squad sent us to their insurance company when we called. The insurer said they were not responsible because the installation was done by a contractor for Best Buy, and the insurer sent us to NAL Group, the representative of the contractor. NAL sent us a claim form, which we filled out and sent to them. NAL promptly denied our claim. Back in the Best Buy store again, the Geek Squad manager told us the installation instructions clearly say the outside doorbell unit must be installed flat. The NAL denial said that the doorbell cannot be mounted flat because the doorframe has molding on it. The installer should have told us that. If we knew, we would have asked him to install it somewhere else or returned it for a refund. We paid Best Buy to install the doorbell. Best Buy hired a contractor who installed the doorbell in a manner that caused it to fail. It cannot be repaired. We want to be made whole, either with a replacement doorbell or with a refund.
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Registered: ‎12-23-2016

Re: Best Buy Installation Caused Product to Fail

Hello, Carolynann,

 

Thanks for joining the Best Buy Community forums. I appreciate you reaching out to us about this. Our clients expect the highest level of service from us, and we expect the same of ourselves. I'd like to review this to see if there is anything I can do to help out.

 

Please send along a private message by using the link in my signature below this post. I'll need your name, email address, phone number, and the rough date of that install.

 

Sincerely,

 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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