Best Buy — Attraction in Durham

Further proof that customer is a mythical concept to Best Buy...

At the beginning of September, I purchased a pair of Beats PowerPro earbuds to use primarily while running. From the first use, I experienced very strange ghost-in-the-machine sorts of behavior...music would pause and restart, skip songs, fast forward through songs, volume going up and down, Siri continuously activating, popping in and out. The issues would happen whether my phone was in a pouch on my back, in a pocket, or in my hand--either running, walking, or simply standing still. I thought at first that my iPhone was going crazy, so I searched online and tried several different suggestions to correct the issues (unsuccessfully) I went to an Apple Store for help with this, and they checked it over, found nothing correctable and suggested an iOS update and a reset. I attempted both and the issues with the Beats reoccurred. These issues had not occurred with a pair of Shokz earbuds I had tested previously, so it seemed plausible that the earbuds and not the phone were the source of the problem. At this point, I attempted to return the Beats to Best Buy. Unfortunately, it was a few days outside of their 14-day return policy, so I was told that I couldn't return them, even with my explanation that I thought the product was malfunctioning. The employees in the "Customer Service" department (yes, the air quotes are intentional) suggested that I could try going to the Apple Store for help with the malfunctioning Beats earbuds, since they are an Apple product. I gave this a try, and was given a slightly more polite version of 'no, I'm sorry, we can't help you'. The employees of the Apple Store suggested that if I went back to Best Buy and explained the situation to a manager, then I might see more traction on getting some help. So, I went to Best Buy (the store in Durham, NC near the Southpoint mall). I first went to "Customer Service" and attempted to outline what had been happening. I didn't even get two sentences out before the exceptionally bored employee there said they couldn't help me because it was outside of the 14-day return period. I asked to speak to a manager, and was curtly told that I wouldn't get a different answer from him. I again requested to speak to a manager. The employee gave me an eye roll, and contacted the manager to briefly say what was going on. They conversed for less than 30 seconds, and the employee relayed that they wouldn't help me. At this point, I getting pretty annoyed since the manager was basically refusing to speak to me. I again insisted that I wanted to speak directly to the manager. Another eye roll from the employee, and the manager finally appeared when I stated I wasn't leaving until I spoke to him. He finally appeared, and I attempted to explain what was going on. I relayed that the employees had deflected me to the Apple Store. Beyond the managers perfectly obvious 'well, that was definitely a complete waste of time' expression, I have to say that the manager displayed every appearance of not caring in the slightest.

Now, I have worked in retail myself. I understand what it's like from both sides of the equation, with a customer asking for what a store is unwilling to give. However, not once in any of these interactions with Best Buy did one of their employees or managers attempt to mitigate the situation. Even something like 'We're sorry that this is happening' or 'We're sorry this has been a such a bad experience' or 'Maybe one of our Geek Squad could have a look and try to help figure out what's going on'. Nothing even close to an attempt to be a human being for a moment.

So, at this point, I'm left with an expensive, malfunctioning device that I bought from Best Buy. As a customer, this experience has simply reinforced for me that the concept of 'customer service' is a mythical, apparently contemptible idea to Best Buy and its employees. It'll be a long time before I buy something from them...

CAR STEREO UPGRADE Part 1 - The Purchase (at Renaissance BB)

• • • • (5 stars) TU 8.8.22 Although undergoing a complete renovation the store remains open. Working with MARC and having the exact model in mind I was able to purchase the unit and all needed adaptation components as well as schedule the installation in short order.

(to be continued)

CAR STEREO UPGRADE Part 2 - The Installation (at New Hope BB)

• • • • (5 stars) WED 8.17.22

All 4 product package shipments arrived either On-Time or A Day Early. The New Hope BB shop called a day prior to request a an appointment time change (one of their 2 bay doors was still inoperative). Not being a problem arrived early at the shop.

The service tech, A.J., gets his own personal * (5-Star) rating. His knowledge base and skill set makes him THE REASON why I would recommend Best Buy for auto installation services.

That doesn’t mean the install was flawless. Before starting the job AJ asked a couple of key questions:

1. is is an OEM stereo? (Yes) and
2. is there an OEM subwoofer too (Yes) - The Problem

He immediately knew the unit I purchased, with only 4 output channels, would not power the subwoofer, that I would need a separate amplifier.

Install completed in timely manner. Additional piece ordered, another install scheduled.

I’m not upset with MARC or AJ. It’s the jargon and nomenclature of the industry that’s maddening. The unit is BB recommended as “compatible” with my model vehicle, just not “fully compatible” with my model vehicle with an OEM subwoofer.

Had that information been freely and readily available either on-line (where I did all my comparison shopping) or at the time of purchase (where the sales rep was relying on the same information) I most likely would’ve purchased a unit that was “fully compatible” and spared myself a second round of install order/package receipt/on-site appointment.

the unit itself - first impressions SONY 6.2” - APPLE CARPLAY - BUILT-IN BLUETOOTH - IN-DASH DIGITAL MEDIA RECEIVER - MODEL XAvax1000

Without the subwoofer in the mix no valid impression of sound output quality can be made.

The display - though somewhat dim in full sunlight - is easy to navigate - again kudos to AJ for the operation orientation. Front USB gives full Apple CarPlay capability while Bluetooth offers a wireless experience. Front 3.5 AUX also offers the ability to give an old iPod a new life.

A fair amount of “wow factor” but mainly coming from ‘07 OEM unit.

(To be continued) The Finale

Amp installation went flawlessly, tuned to utilize more of the OEM subwoofer and now when that truck’s rocking, well, it’s just the system cranked up a bit?

Final analysis: The install was the true 5-star experience. The sale not as much. The critical information insofar as needed the extra amp OR a base unit that could handle the subwoofer was lacking from both the website and the sales rep (who was probably working off the same info from the website)

Had I known I may have purchased a different unit entirely, given the final outlay/budget.

So, Buyer Beware, as usual.

Car stereo post-market, has always been comparable to a DMV matter. It’s never simple and can never be accomplished in a single visit.

I’ll let the 5-star rating stand based on the...

I have worked in customer service for the past 11-years and this was just embarrassing. I hope no one else has to go through the same frustration, or be treated like such an afterthought. Short version: I spent a nice 4-figures on new kitchen appliances and the customer service from the installation team was poor, the dishwasher was set up incorrectly, and the gentleman I saw inside Best Buy to try to get it fixed not only didn't help, but treated me like complete garbage in the process.

Long version if anyone at Best Buy reads or cares (I'm assuming they don't). In a competitive market I chose to give a my business to your company for a top-of-the-line refrigerator and dishwasher. The installation crew came to the house without making eye contact or introducing themselves, and did a poor job of explaining things after installation. Not the end of the world, but the dishwasher didn't dry any dishes the first 2 times, and on just the 3rd use water leaked out all over the floor.

The next day I got into Best Buy to see if someone could come out and take a look. I hate to be harsh, but the gentleman that helped me couldn't have cared less about anything, especially me. I didn't exactly expect an apology, but some sort of statement about appreciating my business or sorry for the double would have been cool. What I got was a bored look, and a mumbled voice asking me if I had a warranty on the product. Huh? It never worked right from the start. When I didn't have the order number (to be fair I should have had it) he finally said he could find it with a phone number. He told me it was under warranty. So if it wasn't I assume I'd be screwed...

To make a long story longer, I was told I should leave and call the number on the washing machine to have the Geek Squad come out. Wait, the Geek Squad is in the store, right? So I said I'd go talk to them, and he let me walk in the totally wrong direction without saying "Hey man, wrong direction." Once I got there, Geek Squad guy asked the name of the warranty plan I had purchased. I walked back to ask the first guy again, who rolled his eyes when I asked him and was actually annoyed that I was asking him for help. This is the first customer service experience I've ever had where I felt like a piece of trash. Every interaction with this guy made me feel stupid, unwelcome, and at one point I wish he just would've gone ahead and asked me to leave.

The Geek Squad guys to their credit were helpful, but their system was down so I couldn't make an appointment. I'll call the 800 number and set up an appointment with them to get this fixed. Sean was massively awesome and helpful leading up to the installation. He is awesome, but every experience outside of him has been a headache, and I don't think I'll ever step foot in a...