Best Buy — Local services in Greenville

NEVER TRUST WHAT THEY SAY

I am writing to you to get feedback about a terrible experience I have with the level of service I have received from your Best Buy Store here in Greenville South Carolina. I sought out help from the Geek Squad In-Home and scheduled an appointment on August 3rd, 2022, and the technical Geek squad advisor Tim could not resolve the issue and stated that the receiver I had possibly had a failed video card in the Sony Home Theater system which was causing me to hear sound but not see video with my Sony Home Theater Receiver STR-DN1070. I tried to use the HDMI 3 ARC port Sony 65” XBR-65X900H, and he noticed that it was not working correctly. He and I also noticed when he plugged in one of the ports the TV went to a fuzzy black and white screen, so I advised him to just shut it off. So he told me to order another receiver which I did and Tim the technician called the field manager of Geek squad while he was here and he mentioned that he would have a TV on his truck the day he came over on August 13th 2022 to install the new receiver I ordered; which I needed to call customer service to begin the warranty process and he was placing notes into the system to start the warranty process which he stated I would be eligible for a TV replacement. I called customer service sales on Saturday August 6th to ask about what type of receiver I should purchase, and I choose the Yamaha and it was installed on August 13th . When speaking with agents Saturday August 6th, I was made aware that I could not start the warranty process the Geek squad agent Tim said that I needed to process for the HDMI 3 ARC failure. So, I was told by one another agent that I needed to have another Geek Squad come out and trouble shoot the Sony TV on Wednesday August 10th, 2022, the Geek Squad agent Oz analyzed the issue and stated that the HDMI 3 ARC had failed but he was able to get the digital optical to work so we could see video and not just here the audio. I told the agent Oz I was not satisfied with this solution because the TV HDMI 3 ARC port had failed. So, on Saturday August 13th Tim returned and I was now beginning to be concerned that his actions did not match what he had mentioned to me and his field Supervisor. While installing the new receiver and trying once again to attempt to use the HDMI 3 ARC port to the TV, it still was not working. Upon him trouble shooting the TV and Home theater system he could NOT resolve the issue. Tim said that he was going to place notes on my account, and I should be able to call and proceed with the warranty process and I did as instructed once again after numerous hours on the phone with several agents I was told I had to have yet another Technician to come out and see if they could take a look at my TV and Home theater system on August 23rd 2022. Oddly enough that service is no longer in the system under services provided. I have spoken with The Store Manager Jeff and Assistant manager Shane and the Geek Squad Manager Kynthony, and they all told me that the TV is under warranty, and they could escalate this issue considering I have now been waiting sense my initial phone call on August 1st. I have been a very loyal customer to Best Buy, and I have bought thousands of dollars of products from Best Buy, and I have never felt so disappointed and dissatisfied with the service and product. The whole staff I have interacted with have not provided truthful information and processes that I am completely confused why as the customer I have had to try so hard to get my product repaired or warranty processed. . I have also in this long transition had the cable provider and an electrical technician to double check the grounding of the house was done properly. I told the managers my parents and other family members were going to be traveling to my house to celebrate my dad’s birthday. Now I have been told that I must wait to see if the technician can repair the Sony TV on Saturday...

Best Buy “professional installation” is a complete JOKE!!!!!!!

My issues began when I initially purchased my ring doorbell. On 10/5 I scheduled an installation for 10/6 to have my ring doorbell installed between 8am-12pm. No one called and no one showed. I called Best Buy to see what the issue was, Ryan, who was very helpful, apologetic and compensated me for my inconvenience, explained the order was rung up incorrectly as the technicians do not work on Sunday/Monday. Disappointed I rescheduled for the following weekend, 10/12 but I understood.

Saturday 10/12, Robert came to install my ring doorbell. Unfortunately I wasn’t home during the installation but my spouse was. My spouse said it took them every bit of 10 minutes to install the doorbell. 1 hour after the installation took place, the ring doorbell stopped working. I asked my spouse did he hook anything up inside the home (I’ve watched the installation process online but did not feel comfortable with doing it myself) and he said no. Apparently Robert said they could “bypass” some steps during the installation process.

I attempted to call Robert back but there was no answer. I called back to explain the situation and they explained they were unable to get back out until Wednesday but they would have someone call me. The representative I spoke with named Miranda said that Robert went over basic troubleshooting techniques with my spouse but that is not true!!!! No one ever called.

I called the store and spoke with Brooke. She was extremely helpful and said she would have someone call me back as well. No one ever did.

Fast forward to today, 10/13 no one still has not called. I called at 1105am and spoke with Brooke and explained no one ever called me back. She stated she would forward my information over and someone would contact me shortly. 3 hours later no one called. I called her back, she was very apologetic but my problem still had not been resolved.

This will be the first and last time I pay for a professional installation from Best Buy. I have completely lost faith in their ability to do the job right the first time as well as their lack of follow up. If your looking for a “professional” installer you’ll be better getting someone off the street who can do it right for...

I purchased a dash cam about two weeks ago. I was told that I needed to purchase the hardware to go along with the dash cam. I scheduled my appointment. I had it installed, well partially installed, on July 14th. I got to the store about 30 minutes before my appointment time. About 20 minutes after leaving, I get a call to come back to the store to talk about the camera placement. No problem - I was 5 minutes away in the same shopping plaza. Got the placement figured out and left to go get something to eat.

Once I get the call that it was ready for me to pick up, I head over. Once I get there the service tech was like, “I have good news and bad news.” The bad news is that my dash cam was partially installed because he ran out of wiring to install my rear camera and Best Buy doesn’t carry what he needs to finish the installation. I paid a lot of money not to have the job completed in a timely manner.

So now I have to order the part from Amazon and wait for it to be delivered in order to finish the installation at Best Buy.

On top of that, I thought I had left the SD card adapter that came with the camera at Best Buy. I called the store number and someone overseas answered. I informed them of my reason for calling and was told that I would be getting a call back in 2 hours. 2 hours came in went and no call back. So I called again and this time I was told that I would be getting a call back within 2 to 8 hours. Mind you, I am calling at 4pm-ish and the store closes at 7pm. Still no call back.

The service tech was very helpful and did the best he could with what he had. My 2 stars aren’t for him. They are for Best Buy that has truly gone downhill...