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New Member
Posts: 3
Registered: ‎07-16-2019

Audio Installation Complaint

I have always been extremely detailed about the sound of the music I listen to.  I volunteer to help run the sound board for my church on Sundays, and have a deep understanding of audio science and technology.

 

That said, my wife surprised me with a brand new Pioneer AVH-1550NEX receiver with Apple CarPlay.  It was a HUGE upgrade from my 11 year old factory touchscreen in my 2008 Jeep Wrangler.  She bought it at Best Buy and had it installed at Best Buy.  When I returned from business travel, I was extremely surprised, and immediately began to adjust settings and customize the sound to my preference.  However, I was very disappointed to find that it was not installed correctly.  The Jeep has front and rear speakers with a subwoofer in the rear.  The 11 year old factory radio was setup correctly and enabled me to adjust the balance from left to right, and the fade from front to back.  I found with the Pioneer installation that it was installed all in the front channel, so I lost the ability to fade to the rear.  This is critically important in a Jeep Wrangler.  Once that top is down, the sound needs to be adjusted to be stronger in the rear so it can be heard over the sound of the wind. 

 

So, I called Best Buy and spoke with a representative in audio installation.  I explained the issue outlined above.  I continued to explain, and mentioned the fact that the fade and balance were installed correctly BEFORE Best Buy installed the new head unit, and she gave me attitude, saying “It is installed correctly, but if you have a problem, I can schedule you an appointment to speak with an install tech.”  Are you kidding me?  My wife waited over two weeks for the initial install appointment, and now when there is clearly an issue with the work performed, I am told I need to wait to even speak to someone to resolve my issue?  That is, “if I have a problem”!  This is terrible customer service!  I told her I would like to speak with her manager.  She put me on hold, and when she finally returned five minutes later she took my name and number and said a manager would call me back.  Of course that never happened or I wouldn’t be on a forum complaining about terrible customer service.

 

So a Best Buy employee basically wnet on record telling me that a brand new Pioneer receiver, purchased and installed by Best Buy, is not as advanced as an 11 year old Jeep factory receiver.  WOW!  All I wanted was for them to fix this to enable me to adjust the fade.  Now, I either want it fixed, or I want to be reimbursed the cost of installation, so I can get it fixed by a competent audio install shop.

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Posts: 42
Topics: 0
Kudos: 3
Solutions: 4
Registered: ‎02-08-2019

Re: Audio Installation Complaint

Hello, Switwer.

Welcome to our Best Buy Community Forums as a new member!  I enjoy listening to music also, but I really respect your knowledge as a true audiophile. You’ve explained perfectly the need for having the music stronger in the rear for a Jeep Wrangler. So, I understand your frustration, and we would love the chance to assist with a resolution on your behalf.

Would you mind providing your full name, phone, and email in a private message, please?

 

Sending a private message is really easy. Simply click on the darker colored box to the far right of my signature below.

Wesley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-16-2019

Re: Audio Installation Complaint

Wesley,

 

I sent you a PM like you requested as soon as you requested it.  Any idea how long I will need to wait to hear back?  I'm very patient, but am growing disgruntled the longer I wait for this to be resolved.

Posts: 42
Topics: 0
Kudos: 3
Solutions: 4
Registered: ‎02-08-2019

Re: Audio Installation Complaint

[ Edited ]

Hello, Scott.

Please note that I sent a reply yesterday to your private message on July 23, 2019 at 11:18am. 

I realize how important this Is to you. So that we can work to rectify the issue you have with the audio installation, it will be necessary for us to communicate with the purchaser of the Pioneer AVH-1550NEX receiver with Apple CarPlay.  Would it be possible for your wife to contact us so that we may obtain the purchasing information through her own social media account, please?

 

Regards,

Wesley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-16-2019

Re: Audio Installation Complaint

Are you serious?  She is my wife.  I have the purchase and installation information.  Why would you need her social media information?  This is just getting ridiculous now.  Let's stop playing games and resolve this already.

Posts: 42
Topics: 0
Kudos: 3
Solutions: 4
Registered: ‎02-08-2019

Re: Audio Installation Complaint

[ Edited ]

Scott,

 

We are very serious about resolving this issue for you. While understanding that it is spouse, we are only able to access the transaction details by being in communication with the person who initiated the transaction. Our Privacy Policy requires that communication be established with the purchaser that initiated the transaction.  She is certainly welcome to create a Best Buy Forums account and we will be more than happy to further assist.

 

Regards,

Wesley|Social Media Specialist | Best Buy® Corporate
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