Best Buy Complaint - BestBuy--WorstService
ILLINOIS -- I have had numerous issues with Bestbuy in the past but still shopped there. That will stop now. I sent in a complaint about them to their firstname.lastname@example.org address the letter was as folows
I am writing with a compliment, a complaint and a serious concern. To start off with I will offer a compliment to the electronics and installation department at your Joliet Store Store 307 3351 Mall Loop Dr. Joliet, IL 60431-1053. They acted professionally and honestly in the face of issues caused by their peers at the Downers Grove Store. I was very impressed.
The concern and complaint are in regards to store 301 at 1432 Butterfield Road Downers Grove, IL 60515. After shopping at several stores and online for a DVD entertainment system for our new minivan we chose to purchase the one for the Downers Grove store, primarily on the recommendation of KC the installation/sales person at store 301. He informed us that only 1 system fits well and looks good in our particular van. This comment even after our looking at more expensive systems sold us on Best Buy and we purchased it. We wanted to make sure KC was the installed so we tried to work around his schedule and had it installed a couple days later on Tuesday. It took approximately 2hrs about as much as he had indicated. However on the drive home upon turning on the air conditioning the fuse blew and both the air and the DVD player stopped working. We called into Best Buy and informed them of this. Bill wanted us to bring it back that night so he could look at it. On our way to best buy we called to let Bill know we were on our way and we were informed he had left, and for us to come in first thing in the morning. The next day we brought the van in spoke with Bill who not only was not accommodating and apologetic but was rude and inconsiderate, telling us he would get to us when he got to us. After waiting over 4 hours for him to take a look at the van we were told it was fixed. However after getting home we had other issues, the DVD player did not hold its place when the power was off. At this point we were not going to take the van back to the same best buy so we preceded to the Joliet store (307) the people we spoke with there were extremely friendly and accommodating and had the DVD player fixed for good in under 1hr. After it was fixed they informed us that the reason we were having issues was because the first time they had hooked it up the AC which should never the case even though Bill at 301 told us this is what they do all the time. We were also told that the second time they hooked it up they had done so directly to the fuse box of the Van which is a significant danger to the auto and should never be done. The correct installation procedure is to hook it to the radio power source. This brings about my concern. At this point we have seen no impact of these incorrect hook ups, however the van was less than 1 week old when we had them install the DVD player and may not see damage to this type of system till later on. It would be my concern that this incorrect installation may not be seen for some time and may at a later date appear and invalidate what would be a warranty repair thus leaving me to pay for it. While I see this risk as small it still exists. Not to mention the possible affect on the life of the device itself. After speaking with several managers about this I have been refunded the base $149 for installation however even that process was filled with issues as when I went to the store when I was supposed to, they informed me that they did not know how to refund the installation, also spoke of the possibility that if this was the case my service plan may be voided which I would consider unacceptable and would just want the entire system removed and returned. This has yet to play itself out.
At this point combined with another problem I have had I feel very hesitant to shop at Best Buy and or recommend that anyone does. I am hopeful that you can address this adequately.
I got a form response back a couple days later that said Sorry you feel that way I hope you next experience is better "Basically" I did paraphrase. So there willnot be a next time. I also have another product in for service and has been for 2 months, Hopefully I get it back