11-19-2022 12:51 PM
I had purchased a new OLED TV and mount along with the installation service to have the TV mounted. I made an appointment via BestBuy.com, and had an arrival window of 12PM - 8PM on 11/18. I was supposed to receive a call with a smaller arrival window, but never did. The morning of 11/18 I contacted customer service to see if they had a more narrow arrival window, and I was given 12-3PM as the estimate. 3PM came and went, with no arrival or call. And then 8PM came and went with no arrival or call. We ended up staying home on a Friday night for an installation that never happened, and we never received any call from Best Buy or the installers letting us know that they were running late or were not going to make the appointment. I also noticed that this installation was being done via a third party called Installers Inc, rather than Best Buy/Geek Squad.
I called Best Buy last night and they were able to get us rescheduled for 11/21 and this time with Geek Squad and not the third party. I wanted to make sure that the appropriate teams are aware of our experience with Installers Inc. I understand that things happen during an installers appointments that can push things out. However, not contacting us at any point even to let us know when they were planning on arriving is unacceptable. The appeal of TotalTech is supposed to be installation services and extended warranties on purchases. But if installations are shunted off to an unreliable, unprofessional third party, then the program is worthless.
11-19-2022 02:39 PM
Thank you for reaching out to us via our Forums Support page for assistance with your order situation.
Getting a new television is a very exciting process and one that should be easy and simple, I'm sorry to see that you are experiencing issues with your order. I recently had a issue getting my current television and I understand your frustration. Here at Best Buy we do partner with some third party companies to help us with installations if there is no or few Geek Squad certified personnel and for installations that we are not certified for my your states law. In addition I also do understand your frustration with the lack on communication to you and I do want to provide you support for your situation. When you get the chance, please reach out to me via private message with your full name, telephone number, email and order number. Having this information does allow me to fully take a look into your account, order, and any installations that were scheduled. Please do note that we do work with multiple client and a response may not be immediate.
In addition I do want to let you know that I will be leaving the office for my weekend at 7:00p.m. EST, however I will be back on Tuesday and I will be able to respond to any message sent to me during the next two days. If you do have any other questions, please let me know.