08-01-2019 11:12 AM
We recently moved and purchased quite a bit at Best Buy the last 2 months. My first purchase was a Netgear Nighthawk router which an employee in the store recommended. We recently had Geek Squad here about 3 times now on issues with TV / Sound Bar installation (which was done by a 3rd party thru Best Buy) and they suggested that we purchase the Eero system. Which we recently did. I spoke with a store manager about returning the Nighthawk router since I am not going to need it and he suggested I contact Best Buy here to see if I would be able to return my router even though the purchase was made late April / early May.
Today Geek Squad was to be here to install Power Bridges (2) and set up the Eero system but the gentleman here today was only doing the Eero system. So again we need to wait for someone else from the Geek Squad to install the power bridges. Sales man over the weekend apologized for all the issues we have been having and told us the right guy would be here today and well that didn't happen.
Is it possible I can return the Nighthawk router at the store and receive a refund on the purchase.
08-01-2019 02:54 PM
So today Geek squad was suppose to be at our home to install 2 PowerBridges and they sent someone who does networking so now we have to wait another 2 weeks.
So the frustration is we purchased TV, sound bar and they sent 3rd party installers who did not install the TV mounts properly. We went back to the store and they set up Geek Squad to come fix it. They came and told us to get the power bridges and they would be back. We again went to the store over the weekend, purchase more equipment and was told we would definitely have the individual who does the installations here today. Well that did not happen. So now the earliest they can get to our home is 8/13.
I am beyond frustrated especially when we were told the right person would show up today after the issues we have had in the past.
08-02-2019 05:38 PM - edited 08-02-2019 05:41 PM
Hi there, LSiniscal,
Welcome to the Best Buy Forums and thank you for taking the time to write in to us.
First and foremost, congratulations on your recent move! I hope that everything has gone well and the moving process went smoothly! Getting all your tech installed correctly is definitely an important step in getting a new place feeling like home. Having your appointments not go as planned is never optimal, and we apologize about any inconvenience this may have caused. Being that the item was purchased in April/May, it sounds like it may be outside of our Return & Exchange Promise, as most items have a 15 day return period for our My Best Buy core members.
I'd be glad to double check the return period here on my end based on your My Best Buy status, and to see if I may be able to assist in any other way. To investigate this further, can you please send me a private message that includes your full name, phone number, email address, and either the Customer Service PIN or order number associated with the transaction? To send a secure message, select the "Private Message" option below in my signature. I look forward to hearing from you!