Best Buy Complaint - Charge for antenna - antenna for Sirius radio low profile
My complaint begins with the radio and antenna installation I had at the Plattsburgh NY store. My daughter bought the radio for her fathers birthday in July. Soon afterward the reception would go in and out especially when it rained. We went back to the store and spoke to the installation person and he said it could be a pinched wire. Since it was installed at the store I thought they should be the one to repair it or put in another antenna. The service person then informed me I would have to buy a new antenna and pay for installation if I could not find my receipt. I told him he should be able to find installation after a certain date (birthday) with purchase of radio. He looked for it and said he couldn't find it in his computer. I finally gave up. The reception finally got to the point where we wouldn't use the $400 radio and the $188 charge for the service at all because of no reception.( it wasn't even two years old). We made a few other trips to the store to find out if there was another answer ( total of 8 trips in all at $4.00 a gallon for gas, in all to date) with another tech. I asked if there was another antenna that we could use and he said that was the only antenna available, so I didn't have an option if we wanted to use the expensive radio. I was told the same thing over again. Finally I got fed up and went again and asked for the Mgr he said that he would take care of the installation and there wouldn't be a charge. I brought the car in and the tech looked at it and said that the antenna case on the top of the car was cracked and water leaked into the inside where the chips were and it was all rusted. He said he had never seen one like this and I said it probably was defected when it was purchased. (since everything comes from China). He said he would install a new antenna and I should not be charged for it. When I got a call that the car was done he informed me that he spoke to the Mgr and he said I would have to pay for the antenna but not the installation since installation is guaranteed and there wouldn't have been a charge any way. Needless to say I was enraged after all I had been through to get this mess straighten out. When I got to the store I asked to see the Mgr. I was fit to be tied as I had made arrangements to have the car picked up as there wasn't suppose to be a charge. The Mgr informed me that (against the technicians recommendation as he has installed other antenna's with different problems and customers weren't charged and they was an unusual situation) I would have to pay for a new antenna. I told him that the store should stand behind the product that they sell, that I had no other alternative but to have this antenna if I was to use the radio that I purchased there. He was very defensive and not very obligating and we were standing in the middle of the store argueing (very unprofessional). He wasn't offering any other alternative other then to uninstall the antenna. I told him this was fine if there was another antenna that I could use with this radio. He said and the tech confirmed, that this was the only antenna that they have and the only one that would work with my radio. The Mgr came on very defensive, didn't know how to diffuse an upset customer, very unprofessional in his attitude and almost to the point of being rude. He then asked what I wanted, I said I should not have to pay for a defected product that your store carries and you should back your product. I would get better refund and adjustment service for a return at Walmart. He argued with me for about 15 to 20 minutes till I was at my wits end. (This is good customer care, I DON'T THINK So!! I guess customer satisfaction is not in their motto). Finally he said again what do you want. I said then if you won't back your product, I have no other alternative but to keep this antenna the least you could do is give me a discount. He then asked like what. I told him at least half off. By then it was the principle of the situation rather than the monetary value, I wasn't looking for anything just what was right from a good customers point of view (my family has spend thousands of dollars in purchases in this store). I thought the reputation of a store was up most with customer satisfaction with sales and service. If he had offered an 20 or 30% discount I probable would have taken it as a sign of good faith but I was really fed up after almost 1/2 hour him on this topic. I don't think I was being unreasonable to ask a store to back their product when there is no other alternative. I really do hope this gets to the District Manager, as I was told by the Mgr the he owned this store (ha! ha!) and there was no one else I could speak to as I had requested this at the beginning of our conversation. I had worked retail for 10 years and learned how to diffuse an angry or upset person and this definitely was not in the book.