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New Member
Posts: 4
Registered: ‎02-10-2020

Apple car play receiver install errors..Reverse camera disconnected.

[ Edited ]

(NOTE this was created in the word document and I had inserted all receipts and pictures of claims that I made, I initially was going to send a email but found out that BestBuy does not have a email address for these sorts of things, I hope to speak with someone who can retrieve my full documents, Due to this where I had pictures inserted I've simply stated "[picture supporting my claim]". Thank you.

 

 

 

 

2/10/2020

{removed per forum guidelines}

Order details.

Hixson, Chattanooga, Best Buy.

Feb. 9th, 2020

In Store: {removed per forum guidelines}

Adapter for OEM Satellite radio antenna

Steering wheel control

Sat radio tuner install

Sirius XM Connect Sat Radio vehicle tuner

Monthly XM Service

 

Jan 2nd, 2020

Store order : {removed per forum guidelines}

JVC 6.2 Apple Car paly In dash receiver

Axxess USB Retention

Maestro Universal Analog Steering Wheel Interface

Metra Wiring Harness

Double Din Installation Kit

 

On January 2nd , 2020: I purchased the above order, I was wanting to install the Apple car play in dash radio receiver. When discussing with the in-store customer service guy he initially told me BestBuy could not install this player into my 2018 Hyundai Santa Fe sport, at this point I had to show him the piece that is missing on the website. He agreed and said yes that is correct. He then told me all installs are free and I confirmed this on the website.

 

[picture supporting my claim]

 

When setting up my date with the tech team for install I requested, Satellite radio, steering wheel controls, and retaining reverse camera; which according to the BestBuy website  this player has:

From the best buy web site

 

[picture supporting my claim]

 

 

Initially my appointment was Janaury 27th, 2020 Confirmation number {removed per forum guidelines}. After speaking with a customer service rep to verify this date I was informed that “no one in the area is available for install, the Gunbarrel Road Best Buy (Chattanooga) is booked for 3 months and the Hixson BestBuy (Chattanooga) did not currently have anyone certified for installation.”  After this was told to me, I called the Hixson store to confirm this revelation, they told me “Car installation can only be talked about in-store.” I live 45 mins away from these locations, so I made the trip to the Hixson BestBuy and was informed there that this was indeed, the case and I would have to rescheduled for a later date. I asked what would of happen if I would have planned the trip to come up on the originally scheduled date of Jan 27th, 2020 and they said they “didn’t know.” So, at this point I scheduled a new date for February 9th 2020 Confirmation number {removed per forum guidelines}.

I arrived for this Feb 9th appointment with my wife and 2-month-old child as I was told on Jan. 2nd by the customer service rep this would be a 2 hr. and 15 min appointment, we decided we would go eat and make a couple errands.  We were told to arrive 5 mins early.

 

[picture supporting my claim]

 

We arrived five minutes before at 10:55 and the manger told us we were here a little early and that the installation guy would not arrive until 11:00. The install guy did not arrive until 11:30 and arrived vividly upset and looking for another customer’s order. Meanwhile, my wife, 2-month-old, and I were kind of lost for a moment as all the doors were locked to get into the store and we were out in the cold weather. Before we left the store, the manager told me it would take approximately 5 hours for completion. I explained to him that was not what was told to me and he apologized, I told him to continue with the install and we would figure it out.

 

I received a call at 11:36am from the install guy, he explained to me that I didn’t need several parts that had been previously ordered (these parts were order instore with the appropriate customer service attendant who confirmed I would need all these parts.) These parts included USB retention and parts associated with Satellite radio install. He explained to me that he did not have the parts available to install the Sat. Radio and that this would have to be done at a different date and a labor charge would be added to my purchase.. The parts that were returned to me were as followed:

 

[picture of receipt]

 

At this point the install guy informed me that I would be charged labor on the install due to the steering wheel controls. Therefore, at this point I will have been charge twice for labor on a product that was advertised online and instore as free installation I explained to him that was not what I was told about free installation as I stated above. He told me the guy was wrong and that installation covers only the radio receiver even though the steering wheel control is a feature of the radio receiver :

 

[picture supporting my claim]

 

At this point I was frustrated and told the install guy just to get my the install complete and I would pay the extra charge for labor.

 

So at 3:01pm I was called and informed that my car was completed and everything is working is proper order.

 

Side note, I was told 2 hours and 15 mins for the install and the install took 5 hours from the time I dropped my car off, to the time I was called and told my order was ready for picky up. 5 hours, 45 minutes away from home with my wife a 2 month old and no vehicle.

 

[picture supporting my claim]

 

This in itselft is unreasonable.

 

 

I went inside the store and set up a second appoitnment for install; appointment date Feb. 21, 2020 confirmation number {removed per forum guidelines}. This will be to install the satelite radio that was not installed due to “not having the parts.”

Also, as previously mentiond I will be charged a second time for labor and was also charged again for extra parts to complete the install:

 

[pictuere of receipt]

 

 

 

 

As I went to pick up the car, the car was outside of the garage, The install guy had me turn the radio on and make sure eveything was in working order. The sound worked and install looked good. At this point the install guy had me sign Mobile Electronis Installation form :

 

[picture of form]

 

As you can see the back up camera is checked under “Pre checked” and the “Post Check” seems to be scribbled. As of May, 2018 all car are required to be made with a back up camera, My Hyundai Santa Fe sport according to its vin number was made July of 2018.

 

 

After I signed the installation guy’s paper, he immediately went inside the garage with the garage door and entry door shut. I put my car in reverse and realized the back up camera does not work. I immediately got out of my car and knocked on the door he came out and I asked him why my back up camera was not working.

 

He said “your car does not have a back up camerea, I would have to install a whole program as well as a camera that you would have to purchase” I told him that my car did have a stock back up camera and I walked him to the back of my vehicle to show him where the eye of the camera was. At this point he said “ it was impossible to install a camera from my new radio receiver to my car” I stated to him that I bought the radio receiver that was  rear camera compatible. From the BestBuy website:

 

[picture supporting my claim]

 

He said he was not aware of the rear view camera install and that it would have to be done at a separate date, although on my order confirmation it clearly states “w/ video”

 

[picture of appointment confirmation stating w/ video]

 

 

As he was explaining to me that he did not know the camera needed to be installed  he said he would have to speak with this tech team and “figure it out”. He told me he would figured it out and then on my next car install date (Feb. 21, 2020 confirmation number {removed per forum guidelines}) he would connect the rear view camera as well as my satelite radio. Althought he stated that it would be a additional labor charge. That makes 3 total labor charges for a “free installation.” At this point he extended his hand and I shook it and he went back inside.

 

I drove around to the front of the store to picked up my wife and 2 month old, whom we had to feed and change in the nearby Target, twice because this process took 5 hours. I did not feel good about this interaction with the install guy and my wife’s SUV that she uses to transport our child now did not have a back up camera (as it did before the day begun and as required by law) and she would be without one until our Feb 21st, 2020 install date and which was still never confirmed to me that he (the install guy) would absolutely be able to reconnect the back up camera. He only told me he’d research it.

 

 

I went inside to speak with the manager, I explained to him the situation and he hardly reassured me that it would be taken care of. He stated he “did not know all the details of installation as he was not the install tech” At this point, being 5 hours into this adventure it was time to get my 2 month old and wife home ( 45 more minutes of driving.) I finish up explaining to the manger my situation and he said “Ok.” I asked him if he would like to write down my name, number, and concern. He said “ No, I can look back and figure it out.”

 

I’ve attempted to contact BestBuy by live messaging on the website, but did not get a respone in over a hour from the interaction with the website messaging service. Then, I attempted to get a email address from the facebook messenger I started at 9:39am and still had not response by 11:39am.

 

[picture supporting my claim]

 

 

I also called customer service to ask for a email address to send my concerns too, Alex was the operator, and when I explained to him my situation he hung up on me (2/18/20, 12:18pm)

 

 

At this point, I have no idea what I’ve been charged for, if my back up camera will be reinstalled, and why I experienced such bad customer service.

 

Can you please address this with me and tell me how it can be fix and reassurance that my back up camera will be reinstalled and a possible refund me for the several charges I’m dealing with and the poor customer service. I feel like I spent a lot of money to make sure this process was completed correctly and efficiently, and this has not been the case.

 

Thank You,

Kevin {removed per forum guidelines}

{removed per forum guidelines}

 

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Geek Squad Agent
Posts: 3,589
Registered: ‎03-20-2012

Re: Apple car play receiver install errors..Reverse camera disconnected.

It certainly appears you we're told the correct information from the start of the purchase that set an interesting tone for the rest of the interaction through the installation, although I realize that it wasn't much on you doing anything, but more a scheduling conflict from labor time estimated, to labor charges.  I'm hoping to provide some clarity around the installation charges and also the time more specifically and charges that would be additional. 

All that said, I do apologize you're in this predicament, but I do want you to know that the moderators on this site can work with you to advocate with the store to get the work performed in working conditions.

 

The radio installation is included, however, anything extra from steering wheel controls that are not built into the harness, SiriusXM add (SXV350), and also the backup camera would carry an installation fee if not already factory. Since you already had this factory the tech definitely needs to get that working again for you, which sounds like it's already in motion as we speak with an installation date.  There should be no fee for this installation service, but an additional part that is ~$7 might be required. 

we appreciate your feedback and I'm sure a moderator will be by in the next few business days to take a closer look, but if you're looking for more assistance you're always welcome to ask more questions or go to a different Best Buy, with an appointment.  Happy to help out more, and truly, I'm saddened to hear you were not provided with the expert serivce I know our Techs can provide.

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 4
Registered: ‎02-10-2020

Re: Apple car play receiver install errors..Reverse camera disconnected.

I can understand the labor fee's. I do belive the wording could me more clear for "Free Install". The main problem is I had this set in the score so I could make one trip, get the new receiver put in ans add the Sirius XM. The parts should of been ordered. Now I have to make a return trip to the store and set another day aside for the lenght of time it takes to instal. Ive been waiting since Januany 2nd for my order to be complete. Two different installs date shouldnt have to happen.

 

Let me be clear, the second appointment date is for the Satellite radio to be installed. The only promise that I got was that the install tech would talk with his tech team to see if fixing the camera is possbile.. This is what is completely unacceptable

 

I came in with a working rearview camera, bought a radio reciever that is compatable with the rearview camera, explained to the tech that I needed rearview camera install with the radio receiver and was told this can all happen. 

 

Now, I haven't got one word of assurance stating my rearview camera will be connected, only that they would look into it. The only assurance that I got is that my Sat. Radio will be installed.  Nobody at the store even wrote my issues down. 

 

So now I wait another 2 weeks, for a second install with not guarantee that my camera will be fixed as it was before I let the tech handle my car.

Highlighted
New Member
Posts: 4
Registered: ‎02-10-2020

Re: Apple car play receiver install errors..Reverse camera disconnected.

Also my vehicle alread had radio steering control factory built into it.. 

 

Should I be charged for labor on a steering wheel harness if  the steering wheel already had controls factory built into the steering wheel? 

 

I would assume all the tech had to do was connect the plugs that were previously connected to the old player and into the new player. 

Highlighted
Geek Squad Agent
Posts: 3,589
Registered: ‎03-20-2012

Re: Apple car play receiver install errors..Reverse camera disconnected.

Because your vehicle comes equipped with multiple options, I can certainly understand your questions, and judging by the length of the initial post, I can also understand your frustrations with the process and what you're expecting to be free with purchase.  It's something that I have to explain on a regular basis because most people think that replacing the radio we're going to be able to just plug and play, but please know that if we're just plugging and playing like some of our expensive harnesses we do not charge for this labor.  If your car doesn't use a PAC PRO harness, then it would be additional.  

 

It would also be additional for extra parts and labor that you're wanting to add to your radio installation.  Your Sirius XM, and your steering wheel controls would all have additional parts and labor required to make this work.  If you do not have it scheduled then the tech wouldn't have enough time to allow him to complete the work.  Each additional piece has time associated with the cost.  the SW controls would require an additional 30 minutes and a $60 installation fee, and the Sirius XM tuner would have a cost, labor fee of $39.99, and 45 minutes added for that. and the radio installation that is free with purchase allocates 1 hour and 45 minutes for completion.


A lot of my customers are realizing how much is interegrated into the radio and to retain them can be quite pricey and require some time to install.  The tech has more than enough information available and also the resources at his fingertips to get the SiriusXM installed and your factory back up camera working again, I wouldn't sweat the backup camera even though the installer wasn't very reassuring when you spoke with him last. 

I'm sure your next appointment will go much smoother, and all this information should have certainly been told to you at the time of sale, but not sure why this wasn't....

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Was the question answered click solution and kudos the post?!
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Posts: 252
Topics: 12
Kudos: 27
Solutions: 11
Registered: ‎02-08-2019

Re: Apple car play receiver install errors..Reverse camera disconnected.

Hello there!

We see that you’ve registered as a new user to our Community Forums. So, we’d like to say thank you and welcome!

Social media platform is a great way to reach out to a company such as ours, for a response on a situation. I see that you’ve contacted us by also by Facebook and Twitter. We would encourage you to continue communicating with the specialist you are currently working with on Twitter, working toward a resolution.

Regards,

Wesley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎02-10-2020

Re: Apple car play receiver install errors..Reverse camera disconnected.

The installer called me yesterday and told me he did not have a way to relink the back up camera for my 2018 Hyundai Santa Fe, he said that the piece needed was only for models 2017 and below. 

 

He said that he was speaking to his "tech experts" to find out if there was a way to hardwire it in? Is that even safe?

 

I have no idea about car tech but I find it hard to beleive that a 2018 vehicle stock equipped with a backup camera cannot be link to a different radio receiver.. Am I out of base on that?

 

Thanks guys.

 

Side note: the install tech called me and it seems that he has done his research. but if I cannot have that back up camera I just assume have my old stock player back. I feel like that will be a massive headache especially with refunds and such of which I feel I should be entitled too. 

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Posts: 7,052
Topics: 115
Kudos: 520
Solutions: 392
Registered: ‎12-23-2016

Re: Apple car play receiver install errors..Reverse camera disconnected.

Hi, klayne0812,

 

Welcome back to the forums. Thanks for checking back in.

 

Newer cars can be more picky about what equipment will work with them than older cards at time. We do have a great team set up to deal with new challenges with things like this as they come up. It sounds like your local Autotech is working with that team to try and find a way to make this work for you.

 

We would never use a solution that is not safe fro you or your vehicle, so rest assured on that.

 

Please reach back out once you hear back from the Autotech with an answer. Based on what we're able to find, we can determine what our next steps should be.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Geek Squad Agent
Posts: 3,589
Registered: ‎03-20-2012

Re: Apple car play receiver install errors..Reverse camera disconnected.

I'm not sure who he is speaking with, but there is certainly a way for us to adapt to that radio, and most of the times it is a hardwired solution because a harness isn't made.  This isn't something you should worry or stress about about, and I'd honestly be surprised if it did have a harness that just allowed us to connect. 

looking forward, I would just bank on showing up for your appointment and allowing Wesley to keep tabs with management to make sure you're getting your car taken care of.  The moderators on here are pretty solid at what they do, so give them a chance to better assist you in Private Message. 

Thanks for keeping us posted though.

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Was the question answered click solution and kudos the post?!