04-15-2019 07:24 AM
To: Best Buy Corporate Office and Management.
I am not happy with the process with what I experienced with Best Buy recently. I have been a loyal BB customer for years. Let me do the best I can to articulate on here.
We were remodeling a one car garage onto a small theater room, so I was looking for a projector that would “fit” the space. First I went to North Hills store and explain to floor rep in what we need and a store rep told us to see the projector display experience at the Robinson Twp./North Fayette Store. There we met Magnolia Expert Ryan on April 1st, he took the time to show us speakers and projectors. Only two projectors were available to “show” on screen. Both were Sony products. One for 4K ($5000) and another for 1080 HD ($2000). I specifically told Magnolia Expert Ryan that the space is small and that we were getting an 110” screen. Due to duct for furnace/ac was on ceiling, it was constructed in such a way to accommodate HDMI cable and electrical outlet from remodeling to allow the projector to be placed. I informed Ryan the distance is between HDMI/outlet to screen is approximately 10.6 feet. He informed us the Sony VP HWS45ES would fit with the features that can “adjust” to the screen. In which later we find out it was incorrect.
I joined Total Tech Support later to have Geek Squad to install the screen and the projector. Geek Squad members (Mark and Shawn) came to my home on April 11, they were very professional and knowledgeable. However, the Sony projector is incorrect for the distance where I have the HDMI/outlet located. Geek Squad member Mark assisted to find appropriate projector for the space. I was perturbed to the fact that I told Magnolia Expert Ryan of the distance. Mark and Shawn informed me that at times, the floor agents/salespeople in stores aren’t as educated or trained to acquired that knowledge.
I went to back to North Hills store to ‘return’ the Sony projector to got the replacement (Epson Home Cinema 1060). I’m aware of the restocking fee policy since I’m a longtime Best Buy customer, it was $300! I felt that I was at disservice by Best Buy to believe and trust a “Magnolia Expert” to give me proper projector for the space that I clearly articulated and was punished (so to speak} for the $300! I think that’s unfair.
Geek Squad will be back Tuesday, April 16th to install the projector mount and projector.
I am demanding a proper response from Best Buy to address this issue.
Thank you for understanding and consideration on this matter.
Solved! Go to Solution.
04-15-2019 11:29 AM
Thanks for connecting with us on our forums! A new projector and home theater setup sounds amazing! I'm sorry to hear that there may have been some issues surrounding this purchase. I can imagine the disappointment this caused.
We would like to take a closer look at the details of this! Would you be able to send us a Private Message with more details? Please be sure to include the full name, email address, and phone number used when making this purchase.
04-15-2019 12:03 PM
I had to remove the information from your post. Our forums are a public place, and we wouldn't want anyone else accessing your information. Please feel free to resend that information to us in a Private Message!