Customer Ratings & Reviews

This rating is not about the support I received from Geek Squad technicians. They were proficient in their work. Rather the low rating is about my overall experience with my installation which has been quite disappointing. My experience has to do with the scheduling of installation of my home theater. which took four (4) months to complete. When I decided to install a Home Theater in my basement, I consulted two companies Best Buy and another company I will call “The Company”. Best Buy scheduled a consultant a week after visiting my local store to walkthrough the basement of my house and discuss appropriate systems and wiring configuration. I chose a system with projector/screen, and 9 speakers 2 sub woofers and receiver. All together I paid $13,251.53 for a complete home theater system. The consultant arranged for the projector, screen and rack to be delivered to me directly at home while all the other equipment would be stored at Best Buy until the installation date. The deliveries to my house started arriving the week of April 25; however, I received several emails from Best Buy notifying me “Final Reminder: Order 1122116566963 is ready for pickup”. I notified my consultant who informed it was the URC and he would update the order and pick it up when he returned to the office. The Pre-wiring was scheduled for May 5th. Technicians arrived on time and completed all the work. The installation of the Home Theater was scheduled for July 7th. It is worth noting that the Company had conducted low voltage pre-wiring at the two-story main house during construction. Consequently I used them for all the media installations in the main house. These included two wall mounted TVs, Sonos surround sound speaker systems, subwoofers and Klipsch speakers mounted on the ceiling. The Company completed all this work and provided thorough walkthrough of the system in one 8-hour work day. The completion of basement was delayed for two weeks. To allow ample time for rescheduling, I contacted the consultant to change the installation date from July 7th. to August 11th. I was informed September. 1st was the earliest available date. Upon further discussion we agreed on August 25th. I work away from home therefore in order for me to be present for the installation I had to be home. I took a PTO for the installation on August 25th. That morning the Technician called to inform me he did not have all the equipment for the installation; therefore the installation has been postponed to September 1st. I took another PTO on September 1st. The technicians showed up around 9:30am. At about 2:30pm they informed me they had to leave for another job as the had been scheduled for only four hours. They reschedule for the following week. I took another PTO. On September 8th they could not complete the installation due to a “missing cable”. As I did not want to miss any more time from work, I arranged for the next visits to be done only on Saturdays. The next Saturday was September 17th. The crew did not show up. I contacted the consultant and was informed my installation was not on the schedule. Later, the consultant informed me that after talking to the “Install Manager” that October 1st was the next available date. I went to store to complain my experience to but I was told the date could not be changed. The installation resumed Oct. 1st it but could not be completed due to malfunction of the URC which prevented programming. The technicians put me in contact with a consultant to reorder a new URC to replace the bad one. The new URC delivered in approximately 5 days; however, the consultant was unable to schedule the technicians to return to program the device due to a “system malfunction”. On Saturday, October 22, 2022, the installation job was finally completed. Throughout this ordeal, I found the Geek Squad technicians to be very proficient in their work. I would recommend these technicians. I was also happy with the consultant who stepped in to reorder my URC, as well as Rio from customer service. Both listened with empathy. Unfortunately, I would not recommend Best Buy, especially for installation project of any magnitude similar to mine. I wouldn’t want to put anyone through this ordeal.

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