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New Member
Posts: 2
Registered: ‎07-09-2019

Purchase and set up is terrible!

We purchased a new tv online and scheduled a delivery and set up. First, we received a 4 hour window that the geek squad was supposed to be at our home. Not only diid they not come during the 4 hour window, they called 1/2 hour after that 4 hour window and said they were on the way. They were 35 miles away and still had to stop at the local store to pick up the tv.  So after I told them I wasn’t happy with them wasting my afternoon, I eventually agreed to let them come instead of rescheduling. They finally got to our home 2 hours past the original 4 hour window. They immediately complained that the tv had to be lifted above a fireplace. They stated they didn’t know how to mount on the wall, they need to make sure they didn’t damage the vent to the fireplace, etc, etc. Now keep in mind we already have a tv above the fireplace and they were going to use the mount that was already attached to the wall.  After much discussion about what exactly they would be doing, they wanted another $100 dollars to lift it above the fireplace mantel. To lift it about 6 inches higher than a normal wall installation, they wanted another $100. And they wanted even more money to hook up any other accessories like direct tv or a blue ray player. So after already paying $200 to set up the tv, we find out that $200 doesn’t cover anything! Needless to say we cancelled the order and sent them packing. Best Buy should be ashamed of how they treat their customers, my time is just as valuable as theirs. As far as the set up fees, be very careful. It is not worth what you get and all the info is very misleading. I am done with Best Buy!!!

Posts: 5,532
Topics: 60
Kudos: 517
Solutions: 320
Registered: ‎12-23-2016

Re: Purchase and set up is terrible!

Hi, fmwright,


Welcome to the Best Buy Community forums. I appreciate you taking the time to reach out to us about this. I’m sorry that the services you were expecting weren’t included in the service you purchased.


I’d like to look into those listings to make sure they are as clear as possible for our future customers. If you could please reach out to me through a private message by using the link in my signature, I’d appreciate it. Please include your name, email address, phone number, and order number.


Thanks,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎07-09-2019

Re: Purchase and set up is terrible!

[ Edited ]

Hi Kyle. This tv was ordered by my husband. Order number is {Removed per forum guideleines}. His phone is {Removed per forum guideleines}., my phone was listed as a POC and it’s {Removed per forum guideleines}.. His email is {Removed per forum guideleines}.and mine is{Removed per forum guideleines}..  I am not sure what the meaning of “premium installation” is because the technician couldn’t explain what exactly that included. We have a mount over the fireplace and tv on it right now and they were going to use that bracket yet they began by telling us we needed to pay more money because it went over a fireplace. Thier explanation was about how they didn’t know what was behind the wall and didn’t want to damage anything. But after much discussion and our pointing out the obvious they finally conceded it was an additional $100 just to lift it above the fireplace. It had nothing to do with mounting anything, it was simply to hang it on an existing bracket. They then proceeded to tell us they couldn’t hook up the audio and couldn’t tell us exactly what the $200 did cover. Keep in mind they were supposed to be here between 12 and 4 and they didn’t get here until 6, a full 2 hours beyond the window. Not sure this answers your questions. If not let me know. 

Best Buy Employee
Posts: 919
Registered: ‎01-09-2015

Re: Purchase and set up is terrible!

Ouch. This was posted publicly where everyone can read the order.  I have notified the moderators, so hopefully they can remove all of that private information soon.  

 

I work on the Magnolia side of the services business, but there are a lot of similarities in the services we offer.  When we actually perform the mounting (install the bracket, all necessary leveling), the premium mounting comes into play any time we are mounting into other materials than a standard wall with studs.  This includes rock, brick, fireplace surfaces (which often have odd/non-standard framing due to the flue and chimney pipe).  This both compensates for the additional time for leveling the bracket (leveling the rock/shimming/etc.) as well as the liability for the installation.  In our department, even when we are using an existing bracket we still treat it as a "premium" mounting due to the liability alone.  

I am a Best Buy Employee, 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***
Posts: 5,532
Topics: 60
Kudos: 517
Solutions: 320
Registered: ‎12-23-2016

Re: Purchase and set up is terrible!

[ Edited ]

Hi, fmwright,

 

Thank you for following up with us on this. Thanks also to jdogg836 for that information. He’s right on with that.

 

You can see a chart of the differences between the mounting services we offer here. I hope that clears everything up for you.

 

In order to fully discuss an order, we’d need to talk to the person who actually placed that order under our Privacy Policy. If your husband has any specific questions, we’d love to have him register an account and reach out. If you have any general concerns, please let me know.

 

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!