I paid nearly $4,000 for a home theater (52" Samsung, PS3, Sony sound system).
I also paid $200 for the installation and "set-up".
The set-up took not more than 20 minutes. The operation of the components was not explained or put in a written notation.
The next day the TV did not operate, nor did the PS3. I called the store first thing in the morning. They said someone would be out that afternoon... No one came out.
I therefore called the store and was informed that it would be 10 days before a technician could come out to fix the non-functioning equipment.
Complaints to the store assistant manager produced no result.
I called Best Buy Corporate consumer affairs. The first response was totally negative¬hing could be done, was the reply.
I demanded to speak to a supervisor. He called the store and was able to arrange for a technician to come out 4 days later. Certainly better than 10, but the first thing a customer service department should do is FIX a mistake before going on to the next customer.
I had already waited 10 days for delivery, and it is inexcusable that I should have to wait even 1 day to have a faulty installation corrected.
About 18 months ago I took a laptop in to have the hard drive checked by the Best Buy Geek Squad. They so mangled the drive that at my insistance (a procedure that took hours and hours as well as a number of emails to the store manager) they performed a level 3 recovery... It failed and I lost all of my data.
Just a bit of further information on the terribly poor and incompetent operation of Best Buy Geek Squad.
The home theater department is referred to as "Magnolia", a name they purchased from a West coast store noted for its excellence in TV/Video. It is pathetic how that reputation has been destroyed by Best Buy.
My advice: DO NOT BUY at BEST BUY... Ever.
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