08-05-2020 07:18 PM
I'm total tech support and have always been thrilled with the services, however, not any longer as evidently you now utilize only 3rd party installers.
In May purchased a Harmony Universal Remote and scheduled install due to coordinating other equipment. Service was scheduled for 5/27.
5/27 technician called and due to weather (rain) couldn't come. Rescheduled for 5/29
5/29 Came - didn't have his computer so used mine but couldn't get the remote set up. Said he would be back.
6/8 Installed - however after he left didn't work properly so scheduled to come 7/3 from 7 AM - 1PM
arrived at 5 PM and stayed 10 minutes. Said it was probably the remote - he would contact Best Buy and have them
"warranty it out" and I would be getting a call about rescheduling and he would pick up and install. Tried to get me
to buy a $200 remote. We have had Harmony remotes before and happy with it.
7/13 Haven't heard from Best Buy so called. Agent explained they don't "warranty out". I need to bring remote into
a store and go to Geek Squad desk.
7/27 Went in (I don't live near a Best Buy store) and to desk, explained what I needed, agent said she hasn't done that
in a long time - go to customer service. I did, she talked to gentleman at door he gave her a number to call an when
she did - that person only available Tuesday through Saturday (I went on Monday) She Scheduled a redo for 7/29
7/29 Sheduled 7AM - 1 PM NO SHOW OR CALL. I called that evening explained what happened and they said they
would escalate to a manager who would call me withing 24 hours.
7/30 Haven't heard from anyone - so that evening called again. Apologies and they were going to escalate it even more
7/31 Guess what - still no call
8/4 Called again - Said I needed to talk to Special Forces and he would connect me as well as gave me number in case
we were disconnected. Call he connected I held for 45 minutes - no one answered. Called back 2nd time Held for
1 Hour and 20 Minutes - no one answered
8/5 Called in AM and held 45+ miutes. Called Best Buy in afternoon agent apologized for delay but only agents could
connect to Special Forces and he would connect me. (Why give me a number in case we were disconnected????)
Well held 35 minutes this time but by now I'm tired of listening to the music
(at least other businesses have a system that tells you the wait time before your call is
answered). Hung up called Best Buy - this agent said same - gotta talk to Special Forces and she couldn't tell
what the wait time was. Sure lets try again! Drove from Pensacola to Orange Beach and even stopped at a grocery
store and can you believe it no answer. So tell me is Special Forces somewhere or do you just "forward calls"?
I am beyond frustrated with this and can't believe there is no response from anyone. I'll be anxious to see if you respond!