Best Buy Informative - Best Buy Satellite installation nightmare
BALTIMORE, MARYLAND -- I purchased a DirecTV dish via Best Buy, which included installation.
The installer Best Buy sent decided to put the dish on an old, wooden railing in my backyard. After a few recent windy days, the dish had lost its bearings and I couldn't get a signal. The mounting was pulling loose from the wood, and the satellite dish, because of the wind, was pulling the railing out of its mounting in the concrete.
I contacted Best Buy on a Friday, and they promised to have someone from the installation company (subcontracted by Best Buy) call me over the weekend. Monday I finally got a call -- and the installation company flatly refused to re-install the dish. They wouldn't believe me that it had been installed incorrectly.
I recontacted Best Buy, and they told me there was nothing they could do. They suggested I try to talk to the installation company (Stellar Satellite). I asked why that was my responsibility, if the company was contracted by Best Buy, and the company screwed up the installation? The guy on the phone agreed with me, and said he'd contact the installation company to figure something out, or that someone at BB's installation dept. would get to the bottom of it.
Now I've gone almost 6 days without being able to watch tv or record anything on my dvr. Best Buy promises to call me back, and they don't, and I call them again, and they promise to fix the situation, and on and on it goes. Somehow I doubt DirecTV will want to cut me a break on my satellite bill for the days I haven't been able to watch anything...
Best Buy said they will send me a $37 gift card for my inconvenience. That's simply not acceptable -- I've probably been on the phone (mostly waiting on hold) for 6-7 hours total over the past 5 days. All Best Buy needed to do was accept that the installation had been botched and send someone out to install the satellite securely. Instead, they're costing THEMSELVES a lot of money -- I must have spoken to at least 5 people at their HQ, who are spending THEIR time on this case. It would have cost them to do the reinstallation, but that's nothing compared to how much money they'll lose as I spread the word far and wide about their terrible customer service.
Simple, cheap answer to my problem - reinstall the dish. Time needed? Maybe 2 hours of billable time to a contractor, and the problem is fixed, I'm happy, my wife gets to watch her favorite programs, and all is forgotten. Best Buy keeps a customer.
Best Buy's answer to my problem? Give me the runaround, ignore my repeated requests for someone to do the reinstall, and waste hours and hours of my time, lose a customer (me) for life, and alienate dozens of other customers (my family and friends). Their awful customer service is costing them MUCH more than it would to take care of my complaint.
This has been one of the worst customer service experiences of my life.