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Posts: 1
Registered: ‎12-06-2020

Employee Mistake Resulted in Lost Wages at Work and 3 hours of Wasted Time/Gas

I am was a Total Tech Support subscriber and a loyal customer of Best Buy for 15 years. I decided to book an appointment with the AutoCenter to have a remote start installed on my vehicle. I went to my local Best Buy, talked in depth with them about it, but since they themselves don't do the Auto installations, I drove the 1.5 hours to the Best Buy that does. There I made the appointment and purchased all the parts needed as per the associate's research and guidance, and they were going to hold the items until my appointment, which was a month out because they're pretty busy.


The day of the appointment, I was able to get a half day off of work, and I drove down, checked in and picked up the parts. When I got to the AutoCenter, I was told I had the wrong part and it would not work for a manual transmission car. Not only that, but the free labor I got with total tech support would not only not be honored, but would cost me double since it is 'special labor' to work with a stick shift car. Not only that, but the next appointment was 2 months out, and the actual part I needed was $150 more than expected.


The problem with all of this is that it's entirely the fault of Best Buy, since I went to 2 different locations to figure out how to make this go smoothly. I told them numerous times that I had a manual transimission car, and to make sure that all the adaptors, etc. were correct and that I was buying the right thing so that there were no surprises the day of. I asked them to give me a transparent price breakdown, so that I knew exaclty what I was getting into and could committ fully to it.


If the employee didn't know what he was talking about, it happens. But he should have consulted with the Auto installation tech and then called me. There was a month lag between me buying the parts and the actual appointment. I asked to speak to the manager and she offered nothing concrete, didn't take any responsibility for the mistakes that they made, and didn't even offer to expedite if I wanted to reschedule this service. 


I cancelled my total tech support the next day and will not be interested in going to this Best Buy any longer. 


Note: I didn't throw a tempter tantrum with the manager because I don't throw temper tantrums. And she offered me nothing at all. If I had thrown a tempter tantrum, I bet she would have tried to offer me something. It's  shame that this is this case, becuase it encourages crappy behavior and doesn't reward reasonable conversation. I kept my cool and got nothing but if someone lost their cool, they could have potentially gotten less screwed than me. Not a god way to do business, guys.

Posts: 632
Topics: 27
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Registered: ‎02-08-2019

Re: Employee Mistake Resulted in Lost Wages at Work and 3 hours of Wasted Time/Gas

Hey there, ninaz89,

Thank you for taking the time to join our community here, although I am disheartened that it were under these circumstances. Upgrading your car's tech is exciting, and we appreciate you trusting us with that. I'm sad to hear that we missed the mark this time around with your appointment, and I can understand that your experience has been less than ideal. 

As our team works out of the Corporate Campus, I'd like the opportunity to learn more about what happened and document your experience. To do so, can you please send me a private message that includes your full name, phone number, and email address? You can send a secure message by using the Private Message button below in my signature.

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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