01-11-2020 03:10 PM
On December 29th I had a scheduled a 315pm install for an Alpine stereo at the Centennial Las Vegas, NV location since it was the only store that would be available to install prior to the beginning of the year. This was a surprise for my wife.The installer had called me at 10:12am the same day saying he had many cancellations and I could come in early. unfortunately I could not and kept my appt. I arrived and the installer took in my vehicle with an estimated time of 5pm to be finished. I agreed and left. I showed back up after 5pm and took my vehicle after signing paperwork. Now after 5pm, it was already dark outside and couldn't see the interior of my vehicle well. The next morning (Dec. 30th) I noticed that the panels were not even put back together, so I called in to speak someone in the store I spoke was able to a speak to sales manager Anthony. He first told me they were booked over the next few weeks and I stated that is unacceptable since his installer didn't even complete the job. We agreed on 2pm that same day. I showed up to another installer and explained what happened and to call Anthony for me. Sales Leader Anthony came over and I showed him what the installer failed to do. He took a look at it said ok. I was like ok what? I told him I ordered a backup camera for BB to install and how can I feel confident I will spend $200 for some tech service for my vehicles if his team couldn't even finish job. He just said there was nothing he was going to do for me. I told him I just drove 60 miles round trip just to make another round trip today to get this fixed. He just said you could of went to another BB and get it fixed. Now i'm getting frustrated and there is no BB that is close to me that is not already 7-10 miles away from me one way. So for me to have to go to ANY location is unacceptable. He just kept saying nope. We are not going to compensate you. I looked at him and told him that I was still going to give him my business of continuing to install my backup and for that It least it could warrant some discount of installation. He just kept stating no we are not doing anything for you. You could of went to another BB. I asked for his managers name which he gave me Mike. I left and immediately called into your customer service line at 220pm and logged a complaint against the store. They just heard me out for 10 min. and then ended with telling me to write an online inquiry to the store. They didn't even take any information from me to show I even called in. So what was the point of me calling into customer service by phone just top have them tell me to write this today?
Store 1421 needs to work on it's guest resolution tactics and have there information correect when making the sale. When I purchased the Alpine through your Henderson BB #358 on 12/23, the salesperson (don't remember his name, but I have my receipt) said its free install on the steros purchased over $100. When I get over to the Centennial location for the installation the guy is telling me that the installation is free only if there is an aftermarket radio already in place. That was NEVER explained to me during the sale nor the additional charge for the steering wheel buttons to continued to be used. Never going back to any BB store period. I'll stick with an independant of shop and purchse elsewhere.My backup camera will properly installed by someone who knows to verify their work.
01-12-2020 01:15 PM
Thank you for taking the time to register with the community here on the Best Buy forums. Although we wish we could have met under better circumstances, we greatly appreciate your feedback! I do hope there is a time later on down the road where we're able to help out to allow you to make Best Buy your shopping destination once again!
It is true that vehicle specific parts that are wanting to be retained could be additional parts and labor. I apologize your car was one of those that required additional parts and labor.
01-12-2020 11:49 PM
01-14-2020 01:03 PM
Hi there, dchavez,
Welcome to our Best Buy community forum!
I know how important my vehicle is to me, so I can imagine that you feel the same way! That's why it is such an honor that you decided to come to us when you decided to surprise your wife with a new stereo for her car. That is such a thoughtful surprise, so I'm sad to learn that it didn't go as smoothly as we had planned.
We know how important it is to provide you with all the details up-front so you can make an informed decision, so it hurts to hear that you were not told about the installation fee sooner. That doesn't sound like the stress-free installation we intended!
Did you happen to schedule a free consultation with one of our Auto-tech's before placing your order and making an appointment? We offer that free service, as it allows a trained Auto-tech to take a look at your vehicle, hear what you're looking to do, and make suggestions of what products would work best for your needs and vehicle model, let you know all parts that would be needed for the install, and provide a better estimate for the work being done.
That's our best tool for insuring that all the bases are covered and there are no surprises with needing parts or installation fees down the line.
While I wish that things with your install had gone differently, I'm glad you took the time to share this with us. I'd like to reach out to the Centennial, NV store leadership on your behalf so we can try to turn this experience around. For me to get started, can you please use the "Private Message" option in my signature below to send over your full name, phone number, and email?
01-15-2020 07:59 PM
I'll make this quick. I see the tactic to drag this complaint on and ask a multitude of questions to frustrate the customer and allow them to give up all together. Won't happend here. So to answer more of your ridiculous questions. I wil luse bullet points.
Your salesperson in Henderson did not make any mention of setting up a free consultation with an Auto-tech before placing my Alpine stereo order and scheduling my appointment. I counted approx. 15 Best Buy employees who asked him questions of a variety of things interupting my sale with him and delaying in completing my order. So I am assuming this guy was a mananger of some kind for all the interuptions. Let's not dreag this on and come to a resulution and I may let my backup camera be installed by Best Buy.
01-16-2020 10:34 AM
Thank you for your message and for sharing the requested information and additional details.
I have contacted the Centennial store leadership on your behalf--as Elle indicated would be done--with a request that you be contacted to discuss these concerns. You should hopefully hear from them within the next few business days. If you have not heard from them by end of the day on Monday, please let us know and we'll pursue next steps.
Please know I am grateful you took the time to share your concerns with us.
01-26-2020 11:42 AM
01-29-2020 09:14 AM - edited 01-29-2020 09:15 AM
The store just let me know that they were able to work with you to find a solution. I'm sure they'll take great care of you from here on out.
Please let me know if I can help out with anything else.