12-11-2019 06:11 PM
I bought a Pioneer Double Din stereo at the Hixson, TN store and had it installed on December 1st. After waiting 6 hours for an install the tech tells me he shattered the center bezel dash piece that goes around the stereo and all the air unit controls. He told me he would email the GM that night and have one ordered asap. On December 5th I called back to follow up on part and he says the GM has been in and out of the hospital let me send you a picture of the part and I will email him now. December 9th I email the stereo tech to let him know there is a part broke that didn't look like it came with the piece he ordered and asked if he could check? December 11th I haven't heard anything back so I call and ask to speak to the GM. Another employee answered and said the GM was at lunch and he would call me back. After 4 hours the employee called me back not the GM and said the part was ordered but they wasn't sure when it would be here. I was initially told one would be ordered through Nissan which was $220. Since this part is still in production probably could have had it in a couple of days I would think. The part was ordered through Amazon and a 3rd party for $120. That basically tells me that Best Buy does not care about fixong any damage they caused versus them saving money. The dash piece keeps falling out and hanging from all the AC control wiring. I am seriously disturbed by the lack of Customer Care Best Buy is showing. I am in Management and if someone calls and ask to speak to me that is who they will speak with not everyone else in the store.
12-16-2019 06:23 PM
OEM parts are available in an assortment of places online, but we should be replacing the parts that were broken with like new pieces, many of times from the dealer directly. I do apologize that a part was broken during the installation and I'm further apologetic to hear that the part is not working as the factory one was. Please return back to the store where this was performed. If you're close by to another location I would see if there is something that they can check out for you also.
if you're still needing help after working with your near by Best Buys a moderator could be by to help out! Normally speaking they're pretty quick at getting back to their customers and we appreciate all of your patience during this busy time of year!
Be happy to help out as much as possible while you're waiting for one if you have any further questions.
12-16-2019 06:42 PM
12-18-2019 02:14 PM
I'm wanting to point you in the direction where you could see the quickest turn around time for this to be looked at. As far as the chain of command, the GM would indeed be the leader you could get involved with this if you're not satisfied with the service you've been provided this far. Our district managers are not customer facing. Most of the times the dealerships can get the parts overnighted and I'm unsure why this hasn't been looked at?
You're most welcome for all of my assistance and I'd recommend returning to the store location and asking to speak with a leader to see what steps to take next. If you're looking to speak with the GM I would also recommend calling in advance to make sure they're working when you arrive.
A moderator should be by, but with the busy time, your patience is greatly appreciated. I'll be away from the installation bay for the next few days so sit tight for a moderator, or visit the store for immediate assistance.
12-18-2019 02:21 PM
12-19-2019 05:40 PM
12-20-2019 08:56 AM
Welcome to the Community Forums and so sorry for the delayed response while we work through the increased amount of customers that contact us during this time of the year. We appreciate your patience!
Also, thanks, @autotech796, for all of the support that you offered while we got to this post!
I hate to hear about the issues that you've had trying to get your stereo installed, and I'm glad that you've contacted us here so that we can help you out with this. From what I'm gathering, it sounds like the part is on order and it should be here, hopefully, soon. Nonetheless, I'd still be happy to get in contact with the store that is helping you out with this to make sure that everything is in place for when this arrives so that your care can be repaired as quickly as possible.
In order for me to be able to do that, can you send me a Private Message with your full name, email address, and phone number?
Happy to help!