Customer Service/Car Stereo Installation/Bad Management!
KILLEEN, TEXAS -- I drove 30 miles to Killeen Texas in order to buy a CD player for my car. I spoke with an employee who was wearing the name tag 'Mike' even though that was not his name. That should have told me what kind of a business this place is. After the installation department had my vehicle for over THREE HOURS, I still had not received a call on my cell phone telling me the job was complete. There is NO customer waiting area in this store, if you are getting something installed in your car, and customers aren't even allowed to walk through the back of the store to get to this department. I returned to the store (after waiting for OVER THREE HOURS) and asked the customer service employee to call the back and see if my car was ready. (It was either have her call, or I had to walk an entire block to get to the back of the store to check for myself) After the customer service employee called the installation department, I was told to 'walk' to the back, and they would tell me what was going on. When I got back there, my car was parked in the back lot, and they were already deep in the process of working on two other cars. When I asked what the problem was, I was told that my car was designed in such a way, that it would take additional wiring and labor ($200.00 worth) to install the cd player, and they assumed I didn't want that done. I asked why I hadn't been called, so that I wouldn't be waiting for OVER THREE HOURS, and I was told they had just gotten done. (LIE) I asked for their managers name, and was told they 'didn't know', but I could find him 'upstairs'.
After driving back around to the front of the store, and going back in, I had to stand in a line (for a very long time, as there was only one person in returns) waiting to get my money back. When I finally got up to the return counter, I asked for the name of the manager over car stereo installations, and was told, "I don't know". The employee asked another individual, who said there was NOBODY overseeing that department. This person, I found out, was the store manager, who refused to give his name at first, and when I asked him again, he tossed down his business card, and began to berate me, telling me it wasn't 'his fault'. Then, he demanded I leave 'HIS STORE' before I even had my money back.
I went directly to Circuit City, and inquired in their car stereo installation department about the situation with my car, and the difficulty in installing a cd player. (It's a 2000, so it's not like it's an antique) They quickly looked in a book, which clearly showed (I saw it myself) that my particular car, for that year and model, would require extra wiring and extra labor, or else the cd player could not be installed. I asked Circuit City if Best Buy should have been able to look in the same type of book and told me, RATHER THAN KEEPING MY CAR FOR HOURS, AND WASTING MY TIME, and they said, 'Certainly so'.
Best Buy's problem is not just that they had incompetent people working there, but a much larger problem is the individual they have chosen to hire to manage that store.