Best Buy
Complaint 225392 Details

I will try and make this as short as possible without clouding my information with emotion or other non-necessary information.

 

In January 4th, 2013 I purchased new speakers (front a back) and an amp for my truck from Best Buy location #105 in Rancho Cucamonga, CA.  I attempted to schedule an installation for all of the equipment for the following Saturday (January 5th, 2013) but was told that the soonest installation could be performed was on February 16th, 2013.  It was offered for me to have the equipment installed at another location and I provided them the store location which was close to my work.  That location was Best Buy #119 in Costa Mesa, CA.  The installation department at #105 told me that #119 did not have installation so I opted to wait until February 16th, 2013 to have the work completed.

 

That weekend I checked the Best Buy website and found that location #119 did in fact have installation services so I contacted them and scheduled the installation for Tuesday January 8th, 2013.  Upon arriving at location #119 at my scheduled time, I stood in the installation customer waiting area for 15 minutes while Best Buy employees walk around me, in and out of the installation bay and left and never offered to assist me.  I finally found an employee to talk with about my appointment and I was told that I wasn’t on the schedule at all.  After about 30 minutes of discussions, I was able to leave my truck there and proceeded to go to work.  I picked up my truck at 6:00pm on January 8th, and found that my $800 investment was not compatible with my factory system.  The sales associate that I worked with when I purchased the equipment guaranteed me that I would not have any compatibility issues nor would need to purchase anything else.  This simply was not the case.

 

After driving away with the sound system not working properly I found that when location #119 performed the installation, it was done incorrectly.  The sound was completely backwards.  Left was right, right was left, front was back and back was front.  I made the decision to wait until my original appointment at location #105 on February 16th, 2013 and have it fixed properly and discuss with the technicians the compatibility issues that the system was having.  Anthony Marshall who is in the installation manager was very helpful and informed me that my factory system was in fact not compatible at all.  Because of the poor performance I didn’t have much of an option except to purchase additional items which cost me another $400.00. 

 

Anthony and his team completed the installation and everything sounded great.   That night I was driving and noticed that all of the lights on the bottom half of my dash were out, and my rear power window was no longer operating.  I contacted location #105 and had to make an appointment to bring my truck back for repair.  I brought my truck back in on February 23rd, 2013 and I was informed that when location #119 performed the initial installation they had wired into the A/C harness which shorted out all of the lights, and switch for my rear window. 

 

I was told by location #105 that because I had the initial installation done at location #119 that I should bring my truck back to them for repair.  I objected and location #105 agreed to make the repairs on my truck.  Finally the week of March 11th, 2013 i was informed that the rear window switch had arrived and the replacement bulbs had arrived and that I could bring my truck in on March 16th, 2013 for repair.  After dropping off my truck it was found that the entire A/C panel needed to be replaced because the light bulbs could not be replaced as previously thought.  The rear window was repaired properly and the last remaining item was the new panel for the A/C system.  I received a call from Anthony Marshall on March 19th, 2013 that the panel would not be on Tuesday as expected, but on Friday so I made another appointment for installation of the panel on March 23rd, 2013 at location #105.

 

On Saturday March 23rd, 2013 I arrived at location #105 for the panel installation.  It was installed without an issue, I was requested to sign waiver of liability forms to release Best Buy of any future issues pertaining to this three month installation problem.  Anthony Marshall and I reviewed the installation and everything appeared to working properly.

 

On Sunday March 24th, 2013 I got into my truck to leave around 7am and noticed that something was not right with the panel.  It was missing a feature for my defroster.  I pulled the old panel out and compared them and found that the wrong panel was ordered for my truck.  I then turned on my radio and now found that the SiriusXM receiver is no longer working and displaying and error due to the antenna not being connected.

 

I would like to express that Anthony Marshall has been great to work with, but as I am sure you can see from this message that next week will be four weeks since this process started.  I have not contacted Anthony to address the two issues (1:  Wrong Panel, and 2:  SiriusXM Antenna) but I am hoping that you might be able to help me get this resolved.  Properly. 

 

Needless to say this has been an extremely frustrating situation for me and I am sure for Anthony Marshall as well.