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Posts: 1
Registered: ‎07-02-2020

Talk to each other!

I scheduled my TV install for this past Thursday and, quite honestly, it was a disaster! I spent an hour in the store looking at and selecting a tv. My time in the Garner, NC store was great. The guy seemed knowledgeable and I purchased not only the TV but the install package and mounting system, which I was told was needed. Then two days before my install I get a call to confirm the spot and in that call I was told I had to purchase an in-wall power kit for the installers so that I can hide the cords. I was also asked about and charged for an above fire place install. When the installers get here and ask where the tv goes we show them and the response is "we didn't know anything about a fireplace." After looking at the order and seeing the changes to "oh, ok, but it can't go there because the cords won't reach the outlet. Then we tell them about the power extension kit that BEST BUY told me to go and buy. The response "we don't do that and can't install anything in the wall for it." Do your techs, sales, and installers speak to one another? So now, I apparently have to call an electrician to do something that I WAS TOLD YOU GUYS WOULD DO. I'm also out two different fees that apparently were for things that, again, you guys don't even do! This is not customer service! I'm canceling my total tech, I will return the tv, and I'll go to another retailer.
Posts: 2,662
Topics: 108
Kudos: 109
Solutions: 131
Registered: ‎10-19-2017

Re: Talk to each other!

Hello, rpyankees,


Purchasing a new TV should be exciting, and opting in for installation service is meant to make life easier. Confusion about what services can be completed by the installation team in your specific space is not the experience we would like for any customer, so I’m disappointed to hear about what happened in your situation as techs should certainly have access to details about what services a customer has already purchased.


From what you’ve said, it sounds like techs advised that they could not complete installation in your home due to the amount of space between the outlet and your TV. While I cannot promise a different outcome, I’d like to take a closer look at your situation and ensure that it is recorded here at the corporate level so that it can be available as we work to improve for the future. So I can begin a review, please send me a private message with your full name, phone number, email address, and order number.


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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