04-05-2019 09:40 AM
Here is the unfortunate series of events regarding the installation of the radio I purchased,
I bought the radio on the first of March along with the face plate and a wiring harness with steering wheel controls to go along with the radio so I could have it installed. My first appointment to install the radio was on the 27th of March. Which in my opinion was quite a wait for a radio install. I drop my car off at 10am that morning and it took them five hours to "install" the radio even though they told me it would be only two and a half hours. The guy that was installing my radio called me saying that the harness was not working properly. He gave me two options: one being that I get a harness without steering wheel controls for no extra cost, or pay extra to buy a harness with a module that has steering wheel controls. At that time I was just ready to go home since I was waiting for 5 hours (way too long). So i went with the cheaper option. After thinking about the situation when I got home. They did not install the original radio back in so I could have a radio for the time in between appointments. So, I had to suffer a week without a working radio. I realized how wrong that situation was. Why should I have to pay extra to have steering wheel controls when I paid to have steering wheel controls? And why didn't they put back the original radio back in? So me and my dad went to bestbuy on the 29th of March to speak to a manager to make this installation fair. The manager was really helpful and ordered the newer model of the harness I bought originally at no cost to me. You would think this story is over right? No, the story isn't over yet. I bring my car back to bestbuy on the 4th of April at 4 p.m. to have the harness installed to fix the issue. After four and a half hours of waiting (way too long again), he calls me and says that the harness I bought was not working properly again. So, he installed a regular harness along with a separate steering wheel harness. Which made me very upset because he could have done this during the first appointment and I would not had to schedule another appointment and would not had have to go a week without a working radio. The next day I get in my car to find a side vent is basically hanging off. I put the vent back in place. But that is ridiculous he should have put everything back together. I did not see this because when I picked up my car it was night time. You would think after 9 whole hours my car would be put all back together. But you would be wrong. I don't think I will ever use geek squad after this experience.
04-05-2019 11:39 AM
Welcome to our community, although I wish it were under better circumstances. I have to say your message has really resonated with me. My car has been in the shop for two weeks and the first pass at ordering parts resulted in the wrong ones arriving and having to be reordered. That and I had to wait two weeks for the appointment in the first place.
There is a lot of frustration around having an installation take longer than expected, especially after a long wait just to get your car in. Two appointments and over nine hours waiting would seem excessive to anyone to be sure. I'm very happy to hear that your conversation with the manager resulted in some help for your situation, but I can only imagine your aggravation at discovering the installation still wasn't completed properly. Certainly what you've described doesn't seem to be in line with our goal of stellar service and I apologize for our having disappointed you.
At what store did this occur? Have you had a follow-up conversation with the manager regarding your installation since you discovered the vent issue and to provide your feedback on this experience?
04-05-2019 11:50 AM
This occured at the Best Buy in Winchester Virginia. I did not have a conversation with a manager about the vent since I took it upon myself to put the vent back on. It wasn't that huge of an issue, but I would expect everything to be put back together correctly. I am kind of over going to best buy and talking to them over this situtation. Im just glad this situation is over and hope and pray he installed it correctly. Something tells me he does not know what he is doing since it took him 9 hours to install a radio.