10-24-2018 11:51 PM
I must say I am very disappointed in my experience in Richmond, Indiana. I recently purchased a 2017 Nissan Maxima and was unimpressed with the factory sound system. So me being me, set out to upgrade it. I spent several days researching speakers and landed on JBL as I use it for my sound bar, portable speakers, etc. I know they produce great sound and the bass hits pretty hard. I purchased a components set, powered sub, and a pair of coaxial speakers. While waiting for everything to arrive I shopped around for a place to have all of my components installed. I, myself have previously installed systems in previous cars along side my brother, but this time I wanted it to be "professionally" done. So after days of calling and driving to places to get quotes, I decided to go to Best Buy. I mean what better place than the Electronic Megastore to install, well electronics. So I set out to make an appointments. I have two Best Buys near me, Dayton Mall and Beavercreek. The Dayton Mall currently doesn't have an installer and Beavercreek didn't have an appointment until November 5th. Since I work 11 hour shifts and was excited to get a system installed to replace the factory system, I decided to venture out a bit further. I found an installation date in the Richmond location that coincided with one of my days off. So I made the 40 min trip with no hesitation, a decision I would later regret.
Upon arriving to the location the gentleman's demeanor was less than pleasing, def not what commercial and adds depict. But hey, I gave him the benefit of the doubt, I wasn't there to make friends, but to get my speakers installed. As he dove in too the work order, he informed me that in order to install the componet speakers, he would have to break a tether clip located on the A-Pillar and they were non serviceable clips so I would need to call Nissan to order them, and that "obviously the previous rep at another location didn't do his research and didn't know why he didn't tell me that." Becoming frustrated I told him to do what he needed to do to install them and I would worry about the clips later. He then asked, "so you're going to drive around with the pillars hanging off." His disposition just instantly made me defensive and become stubborn, so I told him, "Well yes. If that's what needs to be done to get them installed because I don't have a ton of free time on my hands." So he started working on installing the powered sub, and I called Nissan to order the clips. As time went on and I calmed down, I told him that if he had another appointment on Saturday, I was off, and I could drive back over, that way I would have the clips and we could go from there. Now that the air was cleared we talked about the other speakers and what sizes they were. I had a pair of 6x9 and the component were 6.5, a size which he didn't show as being a size that was installed in my car. I told him that these were the sizes the rep in Beavercreek told me that would fit, that rep also told me that if it wasn't a "plug and play" size that a bracket could be built to adapt the size so it could be installed anyway. Something the gentleman in Richmond reiterated. To conclude this visit, he finished installing the powered sub and said that once I got the clips he could install the 6x9 and he would open the rear doors and we could see what size speakers go in there and if anything we could order/create a bracket or see if he could just drill the speaker into the place where the other speakers were. So slightly disappointed at the cluster of information given to me and not driving away "one and done" like anticipated, I understand the land of electronics and technology. Something usually always comes up. So I waited it out and returned that Saturday.
Upon arriving this time because I was running late, I didn't stop and get the clips but planned on going to get them while he was working on my car. He told me to wait until he took off the A Pillar to see if any of the clips broke. None of them did, so I never left to go get the clips. He then asked if we we ordered brackets, (something he mentioned that would be done last visit.) Since he was asking it was obvious that this wasn't done.
While he was working on my car I went into Best Buy and looked around to kill time. When I got back he was finishing up and I was super excited to hear my new system. Approaching the vehicle I realized I still had a pair of speakers and the crossover boxes in the box that weren't installed. The 6.5 that went to the component set. The 6x9 were installed in the front door and were intended for the rear deck, the tweeters from the component set were installed and there were still items left over from the install that were off to the side. By this time I was just so frustrated that I just sucked it up and accepted that I was out $70, because I wouldn't be able to return the component speakers because half of the set (Tweeters) were installed. He turned up the radio, the sound was crisp and clear so I figured that hey, at least what I came for was accomplished and maybe I could resell the speakers on Ebay or something. He finished up putting my car back together and took my payment and I departed the garage. As soon as I got in my car I immediately called the rep back at the Beavercreek store, explained what happened and attempted to set up another appointment for him to build brackets, take out what the previous guy installed, and reinstall it the way it was intended to be. He informed me that he wasn't able to "credit" me for the work done at the other location, that I would have to speak with them in order for me to be compensated. I told him that I will pay whatever I need to pay and I will deal with them separately. He made the appointment and then oddly asked me if I still had the factory head unit and I said yes. He asked me what Ohm my speakers were and I told him. He then informed me to be careful because my factory unit is 8 Ohm and my speakers are 4 Ohms, and that if not hooked up properly the difference in Ohm could damage the speakers. That the power isn't being regulated from the Speakers to the head unit and vice versa. I assured him that everything sounded good. He said it cold happen out the blue and if I heard any distortion to reach back out. No sooner than I got off the phone with him the left tweeter started sounding like air busting through a piece of paper. So once I got home I immediately started taking my dash apart to get to the tweeter. I pulled it out and attempted to unscrew the tweeter from the harness and couldn't part the two pieces. Upon inspecting it I could see that the plastic melted to the metal part of the tweeter. So I plied it apart to inspect the tweeter and sure enough it was blown. Once I discovered this I immediately called the Richmond location and ended up speaking to a manager. I told him what was going on and he told me that he would reach out to the Manager over the instillation dept. that he was off but would email him and I should hear from him the following day, which was Sunday. Sunday came and went, but during the right tweeter started making the same noise. Once again I take apart my dash and remove the tweeter and guess what. Melted plastic again, this time I didn't open the tweeter up, I left it as is. Finally Monday I get a call from the manager over the Instillation Dept, I believe his name was Aaron? I once again told the story as to what happened, he apologized, said the guy should have been nicer and that he would speak to him about the incident. He admitted to not knowing much about car audio so he would need to follow up with the installer. I told him I made yet another appointment to have someone else at a different location fix what was done. It seemed because I said this that he felt that I had handled the problem and just apologized again. Not once was anything said about compensation for not only having to pay for yet another instillation, having to make yet another trip to get done what should have had been done in one visit, or the fact that my tweeters were installed preventing me from being able to return them in the beginning. But since they were not only installed but installed incorrectly causing them to burst and melt, I now have to repurchase another pair to replace the pair that was lost.
I am just baffled at this whole experience and is absolutely unacceptable in my opinion. I am a Service Manager myself and I will be the first to own up to and admit any mistake made by myself or my staff. We are humans and I always leave room for human error and will sometimes try to make sure my guest remember just that. But I ALWAYS fix that error. Whether I feel it is just or not. Providing exceptional customer service is how any customer/guest oriented business builds a brand. For me to have to spend so much time trying to work on getting my own problem not only rectified but even acknowledged, makes me loose faith in a company that I have loved since a child. After everything has been said and done I wish I would have just taken it to a local installer. Something I didn't do because the pricing was "better" at Best Buy. Well I guess you get what you pay for. So now I have decided to cancel my appointment at the Beavercreek location and have reached out to Crutchfield to get instructions and assistance to do it myself because I don't want to have to spend another $200 dollars to have the work done again. And if I mess it up, the only person that will be responsible for it is me. Like I said, I own up to my mistakes. Sorry for the lengthy entry, but this is a fraction of the time I have had to spend working with Best Buy on this one instance.
10-28-2018 12:26 PM
Welcome to the Best Buy forums jayhow84-
One of my favorite thing to do when I was a Geek Squad Autotech was to outfit my client’s vehicles with the sound that is just right for them, and I’m deeply disheartened to hear there was this much back and forth with your most recent install! Thankfully our services offer a lifetime labor warranty on all of their workmanship, and I’m hoping to point you in the right direction, if you’re still needing the installation completed.
Realizing the warranty does require you to return to a Best Buy for the work, we’d be unable to determine when the speakers were acting out. Normally speaking, if the installation was found to be at fault, we would replace the speakers at no cost to the customer, but again, they would need to return for our Autotechs to diagnose what could be causing the speakers to act that way.
Knowing I’d be unable to go back in time to erase all that you’ve endured I’m crossing my fingers you were able to replace these speakers with a pair that sounds phenomenal. Let us know if you have any other questions or concerns, now that you’ve joined the community!
11-06-2018 08:35 PM
This would have been a great thing for either of the Managers I spoke too, to mention. One just took my information and told me that the Manager of that department call me back, which took two days. Then when I spoke to him, he openly admitted that he didn't know much about car audio installs, so exaclty how am I supposed to have faith in that. I even told him that I made another appointment at a different location to have it fixed and that I intended on just paying for it like it was a regular install. Not once has anyone in this company told me about a lifetime warranty on work being performed. Had I known this I would have drove around another two weeks with blown and screeching speakers in my car to have it fixed. But instead I spent my entire vacation self-teaching and performing the install myself. So I pretty much just gave Best Buy $200 dollars of my hard earned money for absolutely nothing. Well I take that back, I learned how to PROPERLY install a sound system in a car. A trade that I will earn nothing from because it isn't something I plan on doing too often. This has been the worst experience I have ever had with any company and I will make sure to let this expeierence be known. Especailly how issues with service are handled. How I am told after the fact, that pretty much there isn't anything that you guys will do because I took out the tweeters that were not working properly. How there is no active response from Management, just an apology and I will follow up with that employee, and good luck, I hope the other location can fix what we messed up. Like who does that.
When I am at work and someone complains that they didn't like their food, and even if they ate it all, I take it off their check. Just because that's going above and beyond. Not once in this entire event do I feel like anyone at any point has done anything of that nature. At this point I don't request any response from anyone. Obviously nothing is going to be done, I'm just a little fish in a big pond. But I assure you all fish can make a splash. Have a great Holiday Season.