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New Member
Posts: 2
Registered: ‎06-13-2019
Accepted Solution

Sending a complaint

This seems to be the only way to send out a complaint and get through to someone so here's what I've just experienced.


Today I had an appointment to have my radio installed at 1:30 pm at the Bowie, Maryland location. I made the appointment two weeks in advanced for the install of a pioneer w4500 nex and a back up camera for my Audi A4. I spent well over $1200 in parts and labor to get it done. I have a pioneer 4200 nex radio already installed in the car so basically it’s suppose to be a radio swap out. The installer had me pull my car into the bay and I handed him the equipment. He looks over the radio (that’s already installed) and told me he has to break the radio kit in order to take that radio out. He said they (the employees who helped make my appointment) should have told me that I would need another kit, but then retracted his statement by saying they are not installers so they wouldn’t know that stuff, they are just sales people. He checked the store and all other Best Buy stores as far out as Chicago. He said none of the other stores have my kit, he would have to order it, and I will have to make an appointment at the Annapolis location (three weeks from today is the earliest they can do it). At this point I became upset. I had to pass up a day of work just to be told my radio couldn’t be installed. He was fine with me finding the kit on my own and bringing my car back, this same day, to get things done. I decided to call around and see if any other places have that kit in stock to be picked up. I called three other auto shops that do this kind of work. Each one told me that he doesn’t have to break the kit just to do a simple radio swap. I ended up driving an hour away, in heavy traffic, to go to one of those shops that had the kit and offered to look at the radio. The guy there said breaking the kit is not necessary and all the guy (at Best Buy) had to do was take his time with it. Fed up, I returned all the products to your store due to this horrible experience. If I would have known I was going to be given the run around and have my time wasted, I would’ve never bothered doing business with this company. There needs to be better communication and training when it comes to installation services. 

New Member
Posts: 2
Registered: ‎06-13-2019

Re: Sending a complaint

Also in the beginning, I tried to make the appointment at the College Park, MD location but they couldn't do it there so they set me up with the Bowie location. Bowie is 30 minutes from where I live so that was another drive wasted.
Geek Squad Agent
Posts: 3,589
Registered: ‎03-20-2012

Re: Sending a complaint

Most of the A4's that I've worked on would require a new dash kit, even for a swap.  The clips that hold that radio in place are very very strong, and there really isn't a way for them to unclip without first having a part of the bracket come loose (break).  I'm sorry to hear that this wasn't relayed to you at the time of sale, but again, it's not something our sales staff would likely know.  That said, our employees should have sold you all the parts necessary for the installation to take place for a new radio, and by doing this, we wouldn't have been in this scenario. 

I wish the circumstances of us meeting would have been better and I do hope that you're able to get this radio swapped out for the one that you're looking for.  If another shop is able to reuse the dash kit without breaking the old one, I'd recommend working with that shop.  To be on the safe side I'd definitely order a new dash kit so that you're not stuck in the same scenario as we are now if the kit does happen to break in any place. 

I do hope there is a time in the near future where you're able to walk back through our doors with your head held high and we can regain the trust in you once again so that you can make Best Buy your shopping destination for all your electronics need later on down the road!  Until that time comes, thank you for taking the time to register with the community, here on the Best Buy forums, to share your feedback with us!

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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Posts: 4,718
Topics: 142
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Registered: ‎08-21-2017

Re: Sending a complaint

Hi there, wruffin1,


Thank you for taking the time to visit us here on our community forums and letting us know about your experience with this installation. I've been considering upgrading my car radio and know it's no small investment. I can certainly understand your frustration to set this time aside only to be told you would need to reschedule this appointment and purchase more parts. While I understand that you've made the decision to return these items I would like to make sure your feedback makes it to the management team at our Best Buy Bowie location. 


Can you please send me a private message with some more information about your purchase and appointment? I will need to confirm your:


Full name

Email address

Phone number


Do you remember who helped you purchase these parts and schedule your appointment? To send a private message please click the button at the bottom of my post across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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