03-15-2019 12:13 PM
I recently ordered and had delivered/installed last week a Vizio TV, new TV cabinet, and wall mount and mounting for an old TV.
I am VERY dissatisfied with the Geek Squad portion of the delivery. This completely undermined the enthusiasm of getting a new big screen TV.
I've had Geek Squad deliveries before that were very good experiences and without the nonsense below. If this is a new process change for the group, I definitely recommend everyone rethink using that portion of the service.
There are positive notes. The employees were personable. The ordered assembly and setups were completed correctly and done right the first time.
I am flat out angry that the Geek Squad standard includes so much suggestive selling. I've had deliveries before (BB pls see my account) without these issues. My expectation is the requested delivery and setup *without* the used car sales pitches.
My wife was at home and I was not for the delivery and assembly. To stream 4k (minimum 25 mBps) Corey convinced her we needed faster network speed to support. To that end he convinced her to buy Linksys routers ($480) and associated setup fees. Our incoming network speed averages over 120 mBps. To add insult to injury, the TV reports that the ethernet connection to one of these units only delivers 15. He also convinced her into drilling into the wall to hide wiring instead of just finishing the requested wall mounting a separate TV.
I kept an open mind, but you can bet that this $480 Linksys item will be returned very soon within the returns period. Unfortunately, we still got taken for the $200 in unneeded services that cannot be returned.
Geek Squad also failed to note that I signed up for the Total Tech Support Package in the initial purchase, so I didn't even get the associated service fee discounts. I'm told by Customer Service I can't work that out in store but actually through separate, time consuming calls to Geek Squad directly.
03-15-2019 01:16 PM
Good afternoon, jasondgraff,
Welcome back to the Best Buy forum and congratulations on your new TV and setup. I truly appreciate you taking the time to provide feedback about your experience. Best Buy strives to provide exceptional customer service and it’s disappointing that your appointment may not have gone as smoothly as we would like.
Regarding the concern that your additional services were not discounted properly with your Total Tech Support (TTS), I would like to take a closer look at this to see what options may be available to straighten that out. I would also like to ensure that your feedback about your service gets to the right people. So I can get started, can you please send me some additional information? I’ll need your full name, your email address, your email address, and either the order number for your original service or the customer service PIN from the store purchase. To keep your information secure, please send those details in a private message by selecting that option in my signature below this post.