Be careful when contracting the Geek Squad at Best Buy

[schwarz]

We went online and booked the Geek Squad to install and program etc our new 65 inch QLED tv at a cost of $199, which had to be prepaid. The appointment day came a week later and two truck drivers, one of which spoke very limited English, showed up. Dressed quite unprofessionally, they came in, unpacked the tv, installed the stand with MY screwdriver, plugged in the antenna wire, saw a picture on the screen and said they were done. I told them they were to program and demonstrate the remote capabilities, scan for channels, program in Netflix and Prime, hook up the DVD etc. They said they were done, call Best Buy.
After conversation with Jimmy at BB he told us the mistake was not booking directly at the store. Booking online allows them to send a third party to complete the job. He booked us the real Geeks for nine days later. We went ahead and figured everything out and canceled the appointment.

[Mortal1]

caveat emptor

[Keefelane66]

The hardest part of the install was unpacking the tv and lifting onto a stand.
I thought that was what neighbors were for.
Then reading the instructions for set up. It's a tv not rocket science

[retiredguy123]

Something doesn't sound right. Did you book the service on the Best Buy website? If so, who is "them" who can hire a third party? Also, the Best Buy website says that you get a 90 warranty for the installation service. I would demand a refund, and dispute the credit card charge with the bank. Obviously, they didn't perform the service you paid for. The fact that they rescheduled a Geek Squad visit proves that they didn't perform the service.

[schwarz]

Something doesn't sound right. Did you book the service on the Best Buy website? If so, who is "them" who can hire a third party? Also, the Best Buy website says that you get a 90 warranty for the installation service. I would demand a refund, and dispute the credit card charge with the bank. Obviously, they didn't perform the service you paid for. The fact that they rescheduled a Geek Squad visit proves that they didn't perform the service.
We actually booked it on the Geek Squad website, which apparently is nationwide. When I canceled the rescheduled visit they refunded the full amount. All ended well but if we use Geeks again we will go directly to BB to schedule them.

[BobnBev]

Jimmy is probably the smartest guy in the store. Ask for him if you need advice, have a problem or help with a product.

[Velvet]

The hardest part of the install was unpacking the tv and lifting onto a stand.
I thought that was what neighbors were for.
Then reading the instructions for set up. It's a tv not rocket science

We got a Samsung TV with so many smart features etc and I needed to have my iPad photos on the TV screen in the landscape format and not portrait etc for my art. It took Geek squad 3 hours to set up and show me all the TV features. We booked through the store at Lady Lake and Brian and another guy came to the house. Before leaving Brian gave us his phone number to call him any time for the next two years if we needed help. I forgot the 40 or so steps he showed me and called him a week later. He was out again and also showed me how to print out what I needed.

A year later we went into Lady Lake Best Buy to buy something else and on the wall there was a photo of Brian under “Top Employees” or some heading like that. We couldn’t agree more.

OP, I am not denying your poor experience, I just wanted to share with you ours.

[rsmurano]

What’s the problem? They did exactly what you asked, install a tv. No service guy is going to sit down with you and go over those things which you should know how to do anyway. When you got your new house here, did the builder show you how to cook a chicken in the oven? A Best Buy installer will not show you how to operate a refrigerator or oven or dishwasher that they must install too.
$200 to install a tv that would take a couple of mins, I would have done this for $100 with a smile

[schwarz]

What’s the problem? They did exactly what you asked, install a tv. No service guy is going to sit down with you and go over those things which you should know how to do anyway. When you got your new house here, did the builder show you how to cook a chicken in the oven? A Best Buy installer will not show you how to operate a refrigerator or oven or dishwasher that they must install too.
$200 to install a tv that would take a couple of mins, I would have done this for $100 with a smile
As I said above, their service that we originally paid for says they will program the remote and put in two services like Netflix etc and much more. You can easily look online at their Website to see what is to be included. Far more than simply install.

[Get real]

Jimmy is probably the smartest guy in the store. Ask for him if you need advice, have a problem or help with a product.

Thanks Jimmy. :Screen_of_Death:

jk

[Tomas]

Go to the store and ask to speak to the manager of the store and explain what happened. I would use the 3rd party booking and not speaking English to your problem. As far as hanging your TV and powering it up. It is probably what you paid for. Or ask for a store credit if they will not refund your installation cost in full. Talk to someone that will help you at the store not one of the employees, manager or assistant can make the decision.

[retiredguy123]

Go to the store and ask to speak to the manager of the store and explain what happened. I would use the 3rd party booking and not speaking English to your problem. As far as hanging your TV and powering it up. It is probably what you paid for. Or ask for a store credit if they will not refund your installation cost in full. Talk to someone that will help you at the store not one of the employees, manager or assistant can make the decision.
In Post No. 5, the OP already said that he/she had received a full refund.

[MandoMan]

Something doesn't sound right. Did you book the service on the Best Buy website? If so, who is "them" who can hire a third party? Also, the Best Buy website says that you get a 90 warranty for the installation service. I would demand a refund, and dispute the credit card charge with the bank. Obviously, they didn't perform the service you paid for. The fact that they rescheduled a Geek Squad visit proves that they didn't perform the service.

My understanding is that if you ask Lowe’s or Home Despot to install something, they use people from their list of installers, who kicks back part of the fee. I used Home Despot a couple months ago to get a new water heater installed, and I was very happy with the result, but it’s third party. I suppose the stores keep track of complaints about installers and use ones who do a good job.

[retiredguy123]

My understanding is that if you ask Lowe’s or Home Despot to install something, they use people from their list of installers, who kicks back part of the fee. I used Home Despot a couple months ago to get a new water heater installed, and I was very happy with the result, but it’s third party. I suppose the stores keep track of complaints about installers and use ones who do a good job.
Yes, Lowes and Home Depot use third party installers. But, Best Buy has a Geek Squad service for electronics and televisions that uses their own employees. If I ever hired the Geek Squad, I would insist that the people who come to my house were Best Buy employees.

[OhioBuckeye]

Seriously, Best Buy sold you a TV & they want $199. to hook it up. Don’t know what you know about plugging it in & following the online instructions. But seriously my 3 yr. old great granddaughters could almost get it hooked up to your cable. If you have cable TV call cable & tell them your problem & they’ll come & do it. Hard to believe that Best Buy would sell you a TV & not hook it up for you!

[jim@jedward.com]

Contest the credit card charge for the amount you feel is fair (half?) for the services you did not receive.

[retiredguy123]

Seriously, Best Buy sold you a TV & they want $199. to hook it up. Don’t know what you know about plugging it in & following the online instructions. But seriously my 3 yr. old great granddaughters could almost get it hooked up to your cable. If you have cable TV call cable & tell them your problem & they’ll come & do it. Hard to believe that Best Buy would sell you a TV & not hook it up for you!
A large flat screen TV requires 2 people to carry it into the house. Then, it needs to be unboxed, and the stand needs to be assembled and attached to the TV. The remote control needs to be paired to the cable box and the sound system, like a soundbar or receiver. And, the HDMI cables need to be connected to the proper TV inputs. You can order a TV online and have it delivered to the house for free, but they will not remove it from the box. This is pretty much the standard charge if you want the TV set up. Most people cannot lift a 65-inch TV onto a TV stand. But, if you hire the Geek Squad, you should get experienced Best Buy employees, not regular delivery people.

[retiredguy123]

Contest the credit card charge for the amount you feel is fair (half?) for the services you did not receive.
The OP has already received a full refund. See Post No. 5.

[bp243]

What’s the problem? They did exactly what you asked, install a tv. No service guy is going to sit down with you and go over those things which you should know how to do anyway. When you got your new house here, did the builder show you how to cook a chicken in the oven? A Best Buy installer will not show you how to operate a refrigerator or oven or dishwasher that they must install too.
$200 to install a tv that would take a couple of mins, I would have done this for $100 with a smile

Surely the poster felt better after your response.

[NavyVet]

Bought a 50" Smart TV at Best Buy a few months ago and a wall mount assembly to go with it. Salesman was very helpful and knowledgeable. At the time of purchase, he was setting up delivery date as we wanted the complete set up service. We asked if there were any earlier dates available. He explained to us they could do it sooner if with their third party installers but do not guarantee their work. So we waited for when their Geek Squad could do it. Thorough and excellent service. They carried it in, unboxed everything, asked where we wanted wall mount centered. We needed it high up above a desk which we had moved out of the way prior. They installed the wall mount perfectly, hung the TV, connected all cables, programmed the remote, made sure DVR, Wi-Fi, and Netflix were working, and showed us a bunch of features. Very pleased.

[jimjamuser]

We went online and booked the Geek Squad to install and program etc our new 65 inch QLED tv at a cost of $199, which had to be prepaid. The appointment day came a week later and two truck drivers, one of which spoke very limited English, showed up. Dressed quite unprofessionally, they came in, unpacked the tv, installed the stand with MY screwdriver, plugged in the antenna wire, saw a picture on the screen and said they were done. I told them they were to program and demonstrate the remote capabilities, scan for channels, program in Netflix and Prime, hook up the DVD etc. They said they were done, call Best Buy.
After conversation with Jimmy at BB he told us the mistake was not booking directly at the store. Booking online allows them to send a third party to complete the job. He booked us the real Geeks for nine days later. We went ahead and figured everything out and canceled the appointment.
That proves a general concept. It is always better to do the things that you can do YOURSELF. Waiting 9 days and paying for something that dissatisfies you often leads to this kind of frustration. You YOURSELF are the ONLY person that knows how particular and perfect you expect a service to be. The people providing a paid service make their most money by doing the job QUICKLY and NOT necessarily doing it right - as a general principle.

Now obviously, there are some jobs that you are NOT the best person to do - brain surgery would be one example. So professionals need to be used sometimes. Then, due diligence comes into play - checking licenses, qualifications, recommendations, and word-of-mouth experience. Assuming that every business that you buy something from and that all their workers or contract workers are interested in providing their customers with a stellar experience is not a good idea. Some professional people are excellent, but NOT 100% of them.

[retiredguy123]

Bought a 50" Smart TV at Best Buy a few months ago and a wall mount assembly to go with it. Salesman was very helpful and knowledgeable. At the time of purchase, he was setting up delivery date as we wanted the complete set up service. We asked if there were any earlier dates available. He explained to us they could do it sooner if with their third party installers but do not guarantee their work. So we waited for when their Geek Squad could do it. Thorough and excellent service. They carried it in, unboxed everything, asked where we wanted wall mount centered. We needed it high up above a desk which we had moved out of the way prior. They installed the wall mount perfectly, hung the TV, connected all cables, programmed the remote, made sure DVR, Wi-Fi, and Netflix were working, and showed us a bunch of features. Very pleased.
Interesting. To me, it doesn't sound like a good policy for Best Buy to have. They were going to schedule your installation with their third party installers, but they won't guarantee the work? Why have third party installers?

So, the Best Buy guy schedules a third party installation. The installers show up, drop the TV and ruin it, and Best Buy says, "sorry, we don't guarantee our third party installers". LOL.

[Nucky]

Best Buy is going the route of Sears and Kmart! See ya and I wouldn't wanna be ya!

In my humble opinion, they are very attentive until they have your money then no interest whatsoever. I returned a TV within hours of purchasing it because it had no instructions, fingerprints on the screen, and was repackaged very shabbily. It was obvious that it was previously owned or was a floor model. NO NO NO!

They wanted to give me a store credit! I peacefully asked for the credit to be returned to AMEX and then put in a beef with AMEX when I got home. They suck and have lost my business forever. I hope they lose your business to.

[Fun in the sun 2]

The Best Buy plan we bought for $199 was for delivery and installation of anything we bought for a year. There may also still be the plan for $199 for the one time installation. Make sure you clarify that you want the one for the whole year. Each time we bought something it was all covered. Since we knew we were going to buy quite a few things within the year, we got delivery, great service, installation, and felt it was well worth it. Yes, they do explain everything and program everything for you. They also answer questions later for you, too. We went into Best Buy to purchase and make the arrangements each time we made the purchases.

[Mosells]

I pay $199 a year to be Geek Squad, What does that get. Professional help on the phone to handle all computer problems, in my house to correct Ring Camera and other accessories issues, set up Smart Plugs. My kitchen appliances are covered under geek squad warranty which I’ve used for LG fridge and range issues. All tech’s were professional corrected each task and left a card with their cell number should there be an issue after they left. The delivery team ( not geek squad) were professional installers of my appliances. The best $200 a year for piece of mind to take of all of my new technology .

[tuccillo]

Another option is to contact Tom Grooms at VillagerAV.com. Tom is a dealer for Samsung and Sony, IIRC, perhaps others. He can order and install TVs for you, along with many other services. He is very knowledgeable and his installations are very clean. He is also a dealer for AV furniture and, in my case, had better pricing than I could find online.


We went online and booked the Geek Squad to install and program etc our new 65 inch QLED tv at a cost of $199, which had to be prepaid. The appointment day came a week later and two truck drivers, one of which spoke very limited English, showed up. Dressed quite unprofessionally, they came in, unpacked the tv, installed the stand with MY screwdriver, plugged in the antenna wire, saw a picture on the screen and said they were done. I told them they were to program and demonstrate the remote capabilities, scan for channels, program in Netflix and Prime, hook up the DVD etc. They said they were done, call Best Buy.
After conversation with Jimmy at BB he told us the mistake was not booking directly at the store. Booking online allows them to send a third party to complete the job. He booked us the real Geeks for nine days later. We went ahead and figured everything out and canceled the appointment.

[retiredguy123]

If you are purchasing an expensive, 65-inch+ television, and have never unboxed and set one up, it is worth the cost to pay Best Buy to do it. If you aren't careful and know how to handle it, it is very easy to damage the screen and ruin the TV. My opinion.

[Velvet]

Another option is to contact Tom Grooms at VillagerAV.com. Tom is a dealer for Samsung and Sony, IIRC, perhaps others. He can order and install TVs for you, along with many other services. He is very knowledgeable and his installations are very clean. He is also a dealer for AV furniture and, in my case, had better pricing than I could find online.

Absolutely concur, he wall mounted several TVs for us.

[rmd2]

Surely the poster felt better after your response.

I agree. What is this snarky stuff when people just want a little help with a problem?