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New Member
Posts: 4
Registered: ‎07-16-2020

Car Installer left my backup cam disconnected - can't get redo appointment

Summary

 

I had an appointment for a Double-Din radio install with video at the Salinas, CA Best Buy location on July 10th. The auto tech, Jim, did not hook up my backup camera with the new radio install and I have been without it since. He neglected to call me to inform me that the backup camera could/would not be connected and just gave me my car back with that missing AND the USB port in the car that connects to the radio no longer working. This port is needed for Android Auto, which is the entire reason I bought the head unit in the first place. So I came out of the install with 2 things not working in my car that were working prior to the appointment. I have struggled to get a redo appointment since. I am very unhappy that I have a safety feature now missing from my car and I don't even have the feature I wanted out of my head unit due to a failed install.

 

More background

 

This installation was for a 2017 Toyota 86 Special Edition. I went through the Geek Squad Vehicle Fit Guide and purchased every part that it recommended for the install of the particular head unit I bought. This included a USB harness that the installer simply did not use and probably was necessary for the USB port he left not working. A few days after the install, the store's ASM, Mike, callled to explain to me that the backup camera was not connected due to the car's camera being digital and the head unit's video signal input being analog. He said this could be fixed with another product they sell and some custom work from the installer which would involve splicing a cable. I had specifically mentioned in the comments section of my appointment entry that I would be happy to pay for any missing accessories or services neccessary for the install, which Mike acknowledged when he called me after the failed install. Despite this, Jim failed to call me to inform me that there were any issues and decided to go forward with an incomplete installation when he should have simply consulted me. I would have been fine with either not going forward with the install, or paying for the additional required product and custom work. This product, by the way, does not appear on the vehicle fit guide. (SKU 4630722) I have since purchased this product at the store but I cannot get another appointment to redo the install. Jim should have just added this product to my bill and gotten it done. 

Since this event, I was instructed to wait until today, Thursday, July 16th to call the store to see if new appointments have opened up, because this is the day the new installer is supposed to be posted. I called the store at 10:00 AM Pacific when they opened, waited on hold for 25 minutes, and was told the scheduler has not been updated and to call again later. The employee could not give me an estimate for when the schedule would be up. I had tried to create a new appointment on the website today prior to calling. I reluctantly created an appointment at the Mountain View store which is over an hour away from me, and the earliest I could get is August 2nd. I did this because I won't be surprised if the Salinas store continues to let me down. Although I'd much rather go to the Salinas store 10 minutes from my house than the Mountain View store over an hour away, at the beginning of next month. 

 

Bottom line

 

I have been without a key safety feature, my backup camera, for six days and counting due to a botched installation. This is unnacceptable. Best Buy has repeatedly failed to accomodate a redo appointment to fix this error, even after instructing me to wait nearly a week only to, so far today, hear nothing about when I might be able to get this fixed. 

 

PLEASE assist me in getting an appointment to correctly install my head unit with working USB port in the car and working backup camera at Salinas. 

 

I have subscribed to this thread and will reply immediately to any replies. Please read my post thoroughly and do not ask for any information already provided.

 

Please note that I have given the store multiple negative NPS surveys internally and left a poor review on my Local Guide Google account with over 388,000 photo views. This is a publically visible issue, but I will be happy to revise my reviews if this issue is resolved.

 

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New Member
Posts: 4
Registered: ‎07-16-2020

Re: Car Installer left my backup cam disconnected - can't get redo appointment

This issue is now resolved. I don't see an option to delete this post, but if you're a moderator, feel free to remove this post or mark it as resolved. Thank you.
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New Member
Posts: 4
Registered: ‎07-16-2020

Re: Car Installer left my backup cam disconnected - can't get redo appointment

Never mind. My dashcam no longer works in parked mode (which is supposed to run at 1 FPS to record when the car is off) AND there is now an inch-long, deep scratch in my rear bumper. What the hell.

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New Member
Posts: 4
Registered: ‎07-16-2020

Re: Car Installer left my backup cam disconnected - can't get redo appointment

[ Edited ]

{removed per forum guidelines}

 

{removed per forum guidelines}

 

 

Here are images of the scratches inside and outside my car following a head unit installation in Salinas, CA.

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Posts: 957
Topics: 42
Kudos: 174
Solutions: 35
Registered: ‎11-23-2018

Re: Car Installer left my backup cam disconnected - can't get redo appointment

Hello, JToste, and welcome to our online community!

 

Thank you for reaching out to us through the forums. As you can tell, we are a little backed up on inquiries, and I apologize for this delayed response. Regardless, we want to make sure you receive the support you've been searching for with your backup camera, key safety feature, and scratches.

 

While we intend for car installs to go smoothly from start to finish, it saddens me to hear this was not the case for your appointment, and you are still trying to resolve the issues mentioned. This is most definitely not the type of service we strive to provide our customers, and I would like to do what I can to help now.

 

After thoroughly reading through your posts, I believe you still have an appointment at the Mountain View store for August 2 since you have lost trust in our Salinas store. I understand your concerns, and I'm wondering if you have since been able to get in touch with management at the Salinas store regarding your disappointing service and experience?

 

Please send me a private message including your full name, email, phone number, and any updates to this situation since your last post on Sunday. You can find the blue option to message me to the right of my name, below.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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