Poor Customer Service, Poor Management Experience, Poor Product Installation
FRANKLIN, TENNESSEE -- This is a report on the Best Buy store in Franklin, TN.
I purchased a remote car starter as a Christmas gift, fully understanding installation was on a first come, first served basis. Therefore, I was the first customer in line on December 30, 2010.
Five hours later I receive a call from the Geek Squad telling me as a "Heads Up", the car may not be ready until the next day, that he (the person calling) would come in before store hours and try to complete the job. He said "they had been busy that day answering the phone and being pulled away to do other jobs". Or, my other option was to come back, pick the car up, and return for installation on another day. He, the installer, said he would call later that day, if, in fact, the install was made.
So, I decided to go by the store and see what the circumstances actually were. Not surprisingly, upon walking into the store, my car was not being worked on. Work was being done on another vehicle, pulled in behind me...and...I saw customers who were behind me in line earlier in the day, driving away with their installation complete.
I wasn't happy, so went into the store to speak with the manager. Of course, he was "too busy" and unavailable, so I was stuck with the Operations Manager. I explained all of it and the response was not "I'm sorry, let me handle the situation"...or anything resembling customer understanding or appeasement. It was "Let me go back and get their side of the story". He came back with another set of excuses, including "the tech who took the car was not trained to install a remote starter"..yadayadayada. And, he again gave me the option to pick the car up and return.
Instead, I told him emphatically to let me speak with the store manager.
And that's where it got even more dissappointing. C.., the manager, didn't give a damn about me as a customer, only giving additional excuses. There was no consideration of my delayed installation, the fact I was lied too, or the fact my car was not being completed.
I barf on that store. So I got the car, returned the merchandise and will never set foot in those stores again.