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New Member
Posts: 1
Registered: ‎08-06-2021

Geek Squad just installed amp and subwoofer and now my car won't start

I took my 2006 Jeep Wrangler to Geek Squad yesterday. They were installing a subwoofer and an amp that I had purchased from them. First off my appointment was at 2:45 and finally got a phone call that they were finished at 7:45. I thought this was a little strange seeing that they do this all the time and it wasn't even a full stereo system installation. I picked my jeep up at 7:45 and as I was walking up to the garage saw that the Geek Squad employee has just backed my jeep out. When I walked up, I noticed that he couldn't get the key out of the ignition and that he was twisting, turning, and yanking on the key extrememly rough. After I saw him do this, I immediately told him that in my model of jeep, there is a button that you have to push next to where the key goes that will release the key. After this we went inside and did all of the paperwork and I paid for everything. As I was leaving I got into the car and turned the key in the ignition and noticed it was extremely loose. I've never had a problem with it not starting on the first try, so i thought this was kind of strange. After I left I went to the gas station less than half a mile down the road and when I got in and tried to start the car again I turned the key and the lights came on, but it wouldn't start. I tried to turn the car off so I could try starting it again, but the lights where the speedometer and gas gauge are would not go off and it was stuck in the on position. I knew it wasn't my battery and looked online and it turns out that the installer was so rough and had yanked on the key so hard that it broke the ignition cylinder. I went to BestBuy this morning to talk to the installation people, and hold them accountable for what happened. I asked to talk to the installer named Nico that had worked on the jeep and both he and another employee asked how they could help me. As I started to explain the situation, the employee Nico that had actually completed the install had that deer in the headlights look because he knew that this was on him, and he knew exactly what I was talking about. He never said one word to me and the other employee took me to speak with the manager named Chris. I explained the entire situation to him again, and he said just to forward him all the receipts and they would take care of it. After about 30 minutes I received a phone call from the installer I had been speaking with, and he asked if I could meet he and Chris (the store manager) at the gas station where the jeep had to stay overnight since I could not get it home. They swore to me after they looked into it and started taking it apart in the parking lot that it was the ignition switch that had gone bad and that they had nothing to do with this when they did the install. Chris said they would replace this as a courtesy to me even though I knew the entire time this was not the problem. After they replaced the ignition switch, the employee said that the ignition switch was replaced and that was not the problem, but it seems that the ignition cylinder was broken which I had already known the entire time. Chris then told me that they had already gone "above and beyond", and that they would not pay for this. Chris the manager then had the audacity to tell me that "your car is old and parts are worn out, and we didn't do this". That was completely uncalled for to say something like that to me, when I'm the customer and I paid to have this done correctly, and that it is not acceptable for my vehicle to have something broken due to the installer forcing the key to come out. I explained to Chris that just because my vehicle is old doesn't mean that you can treat it like a child's Matchbox car and be rough and break something. It is common sense that if you are having trouble with something, especially when it comes to something that is not yours, that you stop and ask for help and not keep forcing something to the point that it breaks. I paid over $300 to have the install completed and on top of that had to pay $100 to have the vehicle towed to the auto shop that I use, and who knows how much the actual repair will cost. I don't think it is too much to ask for Chris to accept that one of his employees damaged something and to pay for the towing expense as well as the repair since they were the one that damaged the vehicle. I hate that I have to post something like this, but I feel like other people need to be aware of what happened, so that they don't have to deal with similar situations. I tried to call and reach customer service to see if they would be able to help me, but got tired of sitting on the phone for 45 minutes waiting for the next representative to help me. I saw that other people posted about issues they had on this forum, and thought I would try as well. 

Posts: 4,949
Topics: 53
Kudos: 374
Solutions: 302
Registered: ‎11-29-2016

Re: Geek Squad just installed amp and subwoofer and now my car won't start

Good afternoon, MLP,

 

Although I wish your visit to our forums were under more fortunate circumstances, I do appreciate you taking the time to join our Community and sharing your experience with us.  Regardless of the service performed, we’re hopeful our customers will have a positive experience whenever they entrust our Geek Squad to service their vehicles, so it’s disappointing to hear your amp and subwoofer installation may not have gone as smoothly as we would have hoped.

 

I’d like to take a closer look into this matter to see what options might be available at this time, however, I’ll need some additional information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me the following information:

 

  • Your first and last name
  • Your phone number
  • Your email address
  • Your Service Order number

 

As mentioned, be sure to use the blue “Private Message” button in my signature to get this information sent my way, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 1
Registered: ‎09-03-2021

Damaged ignition actuator in jeep wrangler

[ Edited ]

This is email was sent under a previous user name. This is for either AndrewB or SeanM. It would not let me send a private message so I figured I would do it this way so you can email me and I respond.

 

Email sent to customer service:  

 

I had previously written a post online on August 6, 2021 to a Best Buy chat board about the experience I had with a stereo installation, but thought I would send an email to customer service as well. I have been trying to get ahold of the district or regional manager for the Georgetown, Texas location for over a week and a half due to multiple problems I have had not only with my stereo installation, but also the way the store manager treated me. I have had no luck with customer service, since most of the representatives don't understand what I'm asking, and I always get transferred multiple times, and put on hold for 15-45 minutes. I did not even attempt to chat with an agent about these issues, because it would have been extremely difficult to have this conversation through chat with a representative. On August 5, 2021, I took my 2006 Jeep Wrangler to Geek Squad at the BestBuy location in Georgetown, Texas. They were installing a subwoofer and an amp that I had purchased from them. First off, my appointment was at 2:45 and I finally received a phone call that they were finished at 7:45. I thought this was a little strange seeing that they do this all the time and it wasn't even a full stereo system installation. I picked my jeep up at 7:45 and as I was walking up to the garage saw that the Geek Squad employee named Nico {removed per forum guidelines} (Auto Tech Agent) had just backed my jeep out. When I walked up, I noticed that he couldn't get the key out of the ignition and that he was twisting, turning, and yanking on the key extrememly rough. After I saw Nico do this, I immediately told him that in my model of jeep, there is a button that you have to push next to where the key goes that will release the key. After this we went inside and did all of the paperwork and I paid for everything. As I was leaving I got into the car and turned the key in the ignition and noticed it was extremely loose and it would not start at first. I've never had a problem with it not starting on the first try, so i thought this was kind of strange. After I left I went to the gas station less than half a mile down the road and when I got in and tried to start the car again I turned the key and the lights came on, but it wouldn't start. I tried to turn the car off so I could try starting it again, but the lights where the speedometer and gas gauge are would not go off and it was stuck in the on position. I knew it wasn't my battery and looked online and it turns out that Auto Tech Agent, Nico {removed per forum guidelines}was so rough and had yanked on the key so hard that it broke the ignition cylinder. I went to BestBuy the next morning to talk to the installation staff, and hold them accountable for what happened. I asked to speak with Nico and both he and another employee asked how they could help me. As I started to explain the situation, Nico (tech that had actually completed the install) had that deer in the headlights look because he knew that this was on him, and he knew exactly what I was talking about. He never said one word to me and the other employee took me to speak with the general manager named Chris {removed per forum guidelines}. I explained the entire situation to him again, and he said just to forward him all the receipts and they would take care of it. After about 30 minutes I received a phone call from the installer I had been speaking with, and he asked if I could meet he and Chris {removed per forum guidelines} (GM) at the gas station where the jeep had to stay overnight since I could not get it home. They swore to me after they looked into it and started taking it apart in the parking lot that it was the ignition switch that had gone bad and that they had nothing to do with this when they did the install. Chris {removed per forum guidelines} (GM) said they would replace this as a courtesy to me even though I knew the entire time this was not the problem. After they replaced the ignition switch, the employee said that the ignition switch was replaced and that was not the problem, but it seems that the ignition cylinder was broken which I had already known the entire time. Chris then told me that they had already gone "above and beyond", and that they would not pay for this. Chris then had the audacity to tell me that "your car is old and parts are worn out, and we didn't do this". That was completely uncalled for to say something like that to me, when I'm the customer and I paid to have this done correctly, and that it is not acceptable for my vehicle to have something broken due to the installer forcing the key to come out. I explained to Chris that just because my vehicle is old doesn't mean that you can treat it like a child's Matchbox car and be rough with it, and something not break. It is common sense that if you are having trouble with something, especially when it comes to something that is not yours, that you stop and ask for help and not keep forcing something to the point that it breaks. I paid over $300 to have the install completed and on top of that had to pay $100 to have the vehicle towed, and then pay for the parts. I don't think it is too much to ask for Chris to accept that one of his employees damaged something and to pay for the towing expense as well as the repair since they were the one that damaged the vehicle. I hate that I have to email a message like this, but I feel like other people need to be aware of what happened, so that they don't have to deal with similar situations. All I am asking is to be reimbursed for the $100 towing fee, the ignition actuator which was $54.99, and also the specialty tamper proof bit set that is required to remove the damaged actuator and reinstall the new one which was $10.99. The total reimbursement I'm requesting is $165.47 which includes taxes. I also paid $160 for the install on top of the amplifier and subwoofer that I had to purchase from BestBuy, so if at all possible it would be greatly appreciated to be reimbursed for this due to the inconvenience of having to get the Jeep towed and then repaired, on top of Chris being extremely rude. I have receipts for all of the  items and have included them in the attachments below. I also included pictures of the ignition actuator that Nico {removed per forum guidelines} (auto tech agent) damaged to show that it was snapped in half due to him yanking and pulling on the key. Please contact me if you have any questions about my email. The installation at the BestBuy in Georgetown, Texas is listed under my husband's name, Jack {removed per forum guidelines}. I have also included the store manager's name as well as the auto tech agent below. 
 
Name of Auto Tech Installation responsible for this: Nico {removed per forum guidelines}
Name of General Store Manager at BestBuy in Georgetown, TX: Chris {removed per forum guidelines}
 
Location address: 1015 W University Avenue, #300, Georgetown, TX 78628
 
Posts: 6,267
Topics: 213
Kudos: 452
Solutions: 319
Registered: ‎08-21-2017

Re: Damaged ignition actuator in jeep wrangler

Good afternoon, JWD,

 

Welcome to our community forums and thank you for taking the time to follow up with us and provide some more details regrading this installation. I apologize for the delay in responding, I was unexpectedly out of the office due to an illness and I was unable to respond.

 

As Sean mentioned to MLP, we'd certainly like to look into this matter to see what options we have available to help. I know I rely on my car for so much and can understand wanting to get this resolved as quickly as possible.

 

So I can begin to review this for you, I will need to verify some information. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

If you're still encountering problems when trying to send a private message, we have some recommended troubleshooting steps here. You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message!

AndrewB|Social Media Specialist | Best Buy® Corporate
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