On April 14 my husband and I went into Best Buy store #125 on and purchased a 50 inch Sony Grand Wega Hi-Def television. We were also informed that we should also order the hi-definition tuner and dish for the best possible reception and bought those items as well.
Our salesperson Isaac (I don't have a last name, but he is of Asian decent) said that he would take care of contacting DirecTV to set up the installation of the tuner and dish. Isaac said to expect a call from DirecTV by Friday of that week (Apr. 16) to set up the installation appointment. Friday came and went and no call from DirecTV. That day, I tried calling the number that was printed on my receipt to see if I could talk to Isaac to find out when I might be receiving a call from DirecTV.
I was given a number by the customer svc rep. For Install Inc. To call myself to set up the installation. I called Install Inc. And they told me they did not have my information and therefore could not come out for the installation - they said they needed someone from Best Buy to contact them with my information before they could even set up the installation.
I went back to the Pasadena store (1st time) on Tues (Apr. 20) to ask Isaac why we hadn't heard from DirecTV for the installation of our equipment. Isaac assured me that he called them and they should have called me to set up a time for the installation. I assured him they had not. Isaac said he would call them again and give them the information they needed to get the installation complete.
Isaac also informed me that he would contact me personally to keep me informed of what was going on. Thursday April 22 still no call from Isaac or DirecTV and I went back to the store again (2nd time) and asked to speak with a manager in the home theatre department. After waiting approximately 10 minutes or so, a manager came to try to assist me with this problem. I explained to him the situation then noticed Isaac standing there looking befuddled. The manager asked if Isaac still had my information and Isaac told the manager he still had my contact information in his pocket and that we was waiting for a call from the installer's office. The manager assured me that this would get resolved and our tuner and dish would be installed and asked Isaac to contact me to let me know when to expect a call from the installer.
That evening, Isaac phoned to ask for my receipt number (I had given this number at least three different times to him) and assured me once again that he would set up the installation for the next day (Friday, April 23). I let him know that we would be out of town until Monday, April 26 and to go ahead and set up the installation date for Tuesday, April 27 he assured me he would. Tuesday afternoon, April 27, still NO CALL from Isaac or the installers for DirecTV. I went back to the store (for a 3rd time) highly irritated at how the customer service had just broken down and left me with the most dreadful feeling of ineffectiveness I have ever dealt with at any store.
I asked to speak with a store manager and was asked to repeat my story (again) just in order to get a manager to speak with me. Isaac was paged and came over to me explaining he had just contacted the install company that day and was trying to set up the appointment for someone to come out and do our installation. I told him to continue talking to them and that I would wait. I waited for approximately 15 minutes and Isaac comes back and tells me that the reason they (the install company) has not come out was because we were already existing DirecTV customers (this was known from the day we bought the television, receiver and dish it is printed on the receipt) and that the store had failed to charge us for an installation fee of $200 dollars as well as another fee of $129.99. Isaac said the store would waive the $200 fee but I still had to pay the $129.99 fee. Feeling like this was the ONLY way I was ever going to get my tuner and dish installed I went ahead and paid this outrageous fee.
Isaac then told me he (again) he would set up the installation for me and I said I would wait right there until it was done. About 5 minutes later, he comes back and tells me the installers will be at my house within four hours and gave me the installing company's phone number in case I had any questions. Well, just as I finally think this is going to happen, I decide to call the number for the installers that Isaac gave me to verify they would actually be out that afternoon and found the number to be WRONG! I gave Isaac the benefit of the doubt and tried to call the Pasadena store to verify the number but again could not get anyone to answer the phone. Four hours comes and goes and I AM LIVID! I try to use a different number to call the installing company and am successful the toll free area code was incorrect. He had written 888 and the actual area code was 800. I am told by the installing company that the time Isaac gave me was ONLY AN ESTIMATION and was not the actual time anyone would be able to come out. The earliest available time they could come out would be Friday, April, 30. We were NOT pleased with this!
On Friday morning, my husband decides to swap out our existing satellite reciever with the one we bought from the store and it worked!
I really feel I was let down by Isaac, the managers and the store for the WORST customer service I have EVER had to deal with. Apparently it does not matter that we spent our hard earned $4800.00 at their store. I feel a customer service leaves much to be desired and needs a MAJOR overhaul.
Jessica
Pasadena, California
U.S.A.
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