01-17-2023 09:43 AM
On December 30th, we had an In Home Advisor come to our home to let us know what is needed in terms of televisions and connecting our stereo system. He was a great sales rep and was responsive to our purchase order. Ultimately, he wanted to make the sale - which ended up being $6,200. This included us buying a membership for TotalTech serives.
This problem starts with the delivery of the television, A/V equipment, and other items. We scheduled our delivery for 1/14 between 7am - 1pm. Since this is a larger order, they would need the full amount of time to install everything. We received a call at 8:00 am, from the techinician, Dylan. He mentioned to us that the vans were broken into and all of the tools were stolen. The purchase could not be completed. Dylan promised that the scheduling department would reach out and we would be scheduled for this week.
On Sunday, January 15th, I still had not received a call. So, I called Geek Squad and Dylan that evening to try and schedule my appointment. Geek Squad was not able to support because the technician still had the order showing as in-transit. Geek Squad attempted to reach out to Dylan but his phone was turned off and going straight to voicemail. On his voicemail he states the phone number for his manager, Fawn. Geek Squad also left her a message as well. I left the scheduling alone for the day after Geek Squad promised they would call me back.
Around 11am, I noticed that Dylan nor Geek Squad called me to schedule. So, I call Geek Squad again. We went through the same circular process. None of the technicians were able to support in scheduling because of the order being stuck in the status of in-transit. I spoke to 3 different Geek Squad technicians and none were able to help. The last technician finally told me to visit the Southlands store to get answers.
For the next step in this process, I drove the long distance to the store to get answers. I spoke to the manager, Marshall. He attempted to help by speaking to his technicians in the back of the store. They all had the same answer of not being able to change the status. Marshall went through the same process of emailing Dylan, Dylan's direct supervisor, and my sales agent, Scott. It did not dawn on me to attempt to contact my sales agent, Scott. So, I tried this as the next step. His phone was also off, so I sent him a text message.
While at the Best Buy store, I attempted to reach the managers at In Home Advisors, my sales rep, and Geek squad. There were no responses from any of my attempts. Marshall finally told me that I should visit another store to try and get answers, Parkmeadows, which is a 45 minutes drive. I did not have the time to drive out to this store as I had already wasted an hour in the store trying to get answers.
This morning, Geek Squad was finally able to schedule our appointment for this large order. However, they are not able to schedule until 01/28 because they do not have products. I am confused at this point. They had the products on 01/14 but now there is no inventory? I am not certain if this is on purpose and they do not want to serve us or if the system is not working. At any rate, we are certainly frustrated with the lack of customer service and will be finding somewhere else to give our money to for a theatre system. It is obvious that Best Buy does not care or value us as customers.
01-17-2023 10:07 AM
Update - I received a call from Dylan and he was able to schedule. He also apologized and made the situation better. I appreciate the timely response to this post.
Thank you Best Buy for making this situation right.
01-17-2023 04:15 PM
Hey there, Tan0214.
Welcome to the Best Buy Forums!
I appreciate you taking the time to write us regarding your order. I would be reaching out to someone if I was experiencing the same thing.
Would you mind sending a private message with the information below so that I can document our interaction on our internal systems?
01-24-2023 04:06 PM
01-24-2023 05:21 PM