Geek Squad - Best Buy

very well and smoothly... lots of work to be done and I feel they did it very professionally...

The installation services were good but my main issues were with communication. 1. At the store when I purchased the Geek Squad installation, they schedule a 4 hour service window. I was asked the same questions about my home (stairs, fireplace, wall type) for installation at :the store, on the phone a few days prior to the installation and again the day before scheduled appointment...I wouldn't mind "verification of information" but each time the questions were asked as if the person before forgot to enter them in the system...it would seem to me that a tech savvy company (Best Buy) would have a means of communication across the continuum. 2. At purchase I had to delay my installation by 14 days in order to have the TV delivered to Best Buy as it was not in "local stock". I received a robo call to reschedule my installation, thinking that this might be because of a delivery issue I called back and spoke to a live person but nothing was noted on my account so the appointment was maintained. The day of the installation my timeframe was met as in one of the Geek Squad team arrived at my house but the actual install was delayed because the TV indeed was not delivered to the correct store and Patrick's partner had to drive across town to pick it up. 3. Actual installation was fine except for the universal remote which didn't function correctly and although professional, it was frustrating for Patrick because everytime he would want to demo how to use it wouldn't work. The programming seemed to finally work and we got a quick demo and he left. Unfortunately within a day of his "fix" for the issues stopped working and the issues with the universal remote continued. So I attempted to reschedule an appointment to correct. Prior to leaving Patrick had left us with his company cell contact and told us he was off for the next two days. 4. This is where some of the biggest communication issues arose. (Each time a call was made to the 1-800-Geek Squad number there was a minimum of a 10 min. wait time) A. Patrick had forgot to close our initial delivery ticket. B. The Geek Squad On-Line service personnel could not schedule an appointment to fix our universal remote issues because the first ticket wasn't closed. C. I explained that Patrick had told me he was out of the office for two days and I was told that no one else could close the ticket. I was told by the On-Line service personnel to go to the closest store and they could correct. Untrue, after speaking with the customer service employee I was told that the Geek Squad at the store used a different scheduling system than the external installation Geek Squad and he too called the 1-800 number and had to wait only to be told the same information, regarding the open ticket situation. I was forced to wait and call back to attempt to reschedule. I did ask to speak to the Geek Squad supervisor and I was told he was not in the store and was available in the store only 1-2 days a month. I did have his card as I had spoken with him when I purchased my HDMI cable and I left a message on his voicemail as well but got no return follow up call even if there was nothing he could do it would have been appropriate to close the loop by at least stating that he was aware of my issues and would convey my message to Patrick. D. I continued to receive robo calls (3 in total) about rescheduling my installation. I was told this was because of the open ticket. When Patrick returned he answered my voicemail called my cell to attempt to reschedule, this led to the next issue. E. Because Geek Squad doesn't work after 4:30p M-F and the next Saturday appointment wasn't for 2 weeks. So I scheduled a return appointment to fix the situation but I had to wait for 2 weeks. When Patrick came out he changed some of cables back to optic lines an idea he discussed via our phone conversation ...these had been used on our previous surround sound receiver (thank goodness I had let Geek Squad dispose the old receiver and that I hadn't donated the box of cables etc. prior to talking to him~ 4-5 days post initial installation). F. I have continued to receive robo calls (2) since the return appointment and each is asking to reschedule installation. I find this bizarre as my issues have now been resolved.

the job was started and completed in slightly over an hour, which I believe was a very good time. they took away the old tv and some other obsolete items. this was very helpful for me.

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