Bill and Barbara Schaffer sent a message to Hubert Joly President and CEO, Best Buy - email address that said:
If you look at our record and previous correspondence you will be we have been quick to praise good service, and that weve spent a great deal of money with Best Buy in the past couple of years.
We needed a new TV, so in January we saw a sale in one of your ads and decided to go to our favorite Jansen Beach Best Buy and buy the 65-inch LG set. Your efficient sales person told us it was a good one, but the sound was not great, and perhaps we should add a receiver and speakers. We told him I didnt hear well, so the sound was not critical to us, but he insisted great sound was important.
We remembered that at home we had an unused pair of Infiniti Cascade Seven speakers that my wife had won several years ago, and they were sitting still in unopened boxes. So we reasoned, why not buy a receiver and use the speakers. Because I am not adept at hooking up electronics we bought the full Geek Squad installion he recommended, too.
It turned out the received didnt fit in the slot in our cabinet, so we went back and got a different one, which also did not work. So another salesperson recommended a remote extender, and used with the new receive in a cabinet below the TV.
It took three weeks before our set was delivered (an ice storm prevented the first attempt 10 days after we bought the set). When it was finally installed, the TV was great, but the remote extender required being within 6 feet of the sensor - totally unacceptable with a 65 inch set and seating 14 feet away.
So we took out the extender, and used it with the cabinet open - also not acceptable. So we decided eliminated the receiver and speakers. However, the original Geek Team didnt show me how to set things up…he just did it. I was confident I could easily set it back up with the internal speakers so we went in and arranged to have another Geek come out.
A week later when that happen, he easily did the change, showed me how to do it and make changes if necessary.
But the interesting part was the TV sound was perfectly acceptable. We love the LG* TV so far.
Bottom line is we had to make four trips to Best Buy to get exchanges and changes made for something we didnt need and we ended up spending about $150 we didnt need to for the installation, wires, etc. (Its difficult to give you an exact number - your receipts are very confusing.) Without being sold the extra, we would have just been able to use the free delivery.
This would not have happen if you salesperson would have done a better job qualifying the need of the customers and not trying to add to the sale. He did not even demonstrate the TV speaker system because all that was available on the floor was a 55-inch model.
Needless to say, our latest experience at Best Buy was not a good one.
*We had originally planned to by a Samsung, but our previous experience buying new Samsung, range, refrigerator, microwave, washer and dryer was bad too, ultimately. Service was great, but weve had to have the washer repaired twice, a major part in the refrigerator replaced, and the stove top scratches just by using paper towels.
