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Member
Posts: 11
Registered: ‎12-09-2019

Formal Complaint - misled through various platform.

 

I am a long time BestBuy Customer and I am dissapointed of how my situation was handled through multiple Best buy employees and deparments.  This poor customer service has caused me time and money out of my own pocket.

 

I purchased a Sony radio head unit for my car on 9/08/21 because the site advertised free installation with the purchase.  The next day I called my local best buy to schedule for the installation and was on hold for 35 minutes.  I decided to log on line to try to schedule for an appointment.  Emilio F. was the represenative that was corresponding with me via BestBuy Chat.  He was surprise that I didn't get an appointment when I initially made the purchase.  He then informed me to call the local best buy and schedule it.  The next day I called Best Buy and got in touch with the Geek Squad.  I was trying to schedule a weekend or something after 6 pm due to my work schedule and daycare obligations.  I got an appointment on 9/29 and was excited for it.  I recieved a call two days later and the person told me that it's canceled and offered no explanation.   I had already prepaid for the daycare that I initially scheduled for 9/29 and it was non-refundable. He pretty much told me to try again and wished me luck! Wow!! I was shocked and dissapointed.  I got online the next day and managed to schedule another appointment on 10/9.  I received an email 2 days later that once again my appointment was canceled!  WOW. 
The main reason why I purchased the product though Best Buy in the first place was because of the free installation! I was misled and canceled upon 2 times without any explanation!  This is horrible customer service!  I ended up paying $225 for a local stereo store to install my unit.  This has been such a horrible and dissapointing experience.  I know Best Buy is better than this!  FREE INSTALLATION IS ADVERTISED ON MANY DOUBLE DIN STEREO ABOVE $300 BUT THE PRINT IS FALSE ADVERTISEMENT AND MISLEADING!

 

 

Best Buy Employee
Posts: 2,611
Registered: ‎01-09-2015

Re: Formal Complaint - misled through various platform.

You didn’t mention it, but was the $225 additional parts for your vehicle? While the labor is free, the parts are not. I believe this is listed in the full details of the free installation promotion.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Member
Posts: 11
Registered: ‎12-09-2019

Re: Formal Complaint - misled through various platform.

Thank you for replying.  The price of $225 was just for installation.  I purchased all the accessories separately from Crutchfield.com.  I already has the dash kit, wiring harness, antenna adapter (from bestbuy), and the stereo.  I am aware that the free installation was free but the fact that I was treated badly was what made my experience a negative one.

Posts: 6,667
Topics: 227
Kudos: 556
Solutions: 339
Registered: ‎08-21-2017

Re: Formal Complaint - misled through various platform.

Welcome back, dukeofmillimath,

 

Thank you for taking the time to visit us here on our community forums again and letting us know about your experience with these car electronics installation appointments. I know that it's not easy to set aside for an appointment like this so I can understand your frustration to see that both of these appointments were cancelled.

 

By chance, did you have the opportunity to speak to a manager at this store location to see if they could provide some more details on why these appointments were cancelled? They would generally be able to provide the best information regarding this as well as assist you in scheduling a new appointment?

 

I understand that you've already had this stereo installed. Is there anything I can do to assist you at this time? Please let me know, I would be happy to see how I may be able to help.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎12-09-2019

Re: Formal Complaint - misled through various platform.

Andrew,

 

Thank you so much for your reply and consideration.  The first cancelation was a phone call.  I didn't get his name but it was a branch from Burbank California.  He just told me that the time slot filled out by another appointment, even though I has booked it, and directed me to call another branch.  I asked if there were any other options we could explore for that day because I had already arranged the daycare situation.  He pretty much told me to call another location.  I then called the Porter Ranch location but the hold time was extremely long.  I hung up and got online and schedule.  The next cancelation was simply an email, not even a phone call explanation.

 

I would really appreciate if you could credit me with a certificate credit to my account for the price, $225, that I paid for installation.  I know things happen and I really appreciate your willingness to solve this issue.

Posts: 6,667
Topics: 227
Kudos: 556
Solutions: 339
Registered: ‎08-21-2017

Re: Formal Complaint - misled through various platform.

Hi there, dukeofmillimath,

 

Thank you for following up with me and providing those details regarding these appointments. It's certainly strange to hear that your first appointment scheduled at the same time as another.

 

We will be unable to provide a My Best Buy certificate for an installation that was completed by a different provider. If you'd like, I can follow up with the management team at our Best Buy Porter Ranch location to see if they can provide some more details on why this second appointment was cancelled.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎12-09-2019

Re: Formal Complaint - misled through various platform.

Hi Andrew,

 

What is the point of you reaching out to the manager at Porter Ranch store? What done is already done.  Due to the inconvenience, twice I was canceled, I decided to just pay for the installation myself.  Best Buy advertises Free installation but I had to go through hell and high water to get an appointment, let alone an instalation.  This is very misleading for customers.   It's almost like a Bait and Switch strategy to get customer, like myself, to buy from Best Buy instead of other retailers.  I feel like I wasted my time and money going through all these troubles.

Member
Posts: 11
Registered: ‎12-09-2019

Re: Formal Complaint - misled through various platform.

You also asked me if there is anything youn could do to assist me.  I believe a credit back for what I paid for the installation would be a great form of customer compensation and appreciation.

Posts: 6,667
Topics: 227
Kudos: 556
Solutions: 339
Registered: ‎08-21-2017

Re: Formal Complaint - misled through various platform.

Hello, dukeofmillimath,

 

While I wish I could provide a different answer, we will be unable to accommodate your request to provide a credit for installation completed by another service provider.

 

Please let me know if I can be of assistance following up with your local store if you have any remaining questions about these appointments.

 

Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎12-09-2019

Re: Formal Complaint - misled through various platform.

Please escalate this to upper management because it's dissapointing.