Best Buy Rewards Elite Member was Lied to and severely mistreated by BESTBUY

Question

BEWARE TO ALL CUSTOMERS WHO READ THIS.....Beware of lying BB salespeople and condescending BB Managers.
The following excerpts are my (an 'Elite' customer) attempts to open a dialog with the management at BESTBUY. A month has gone by now, I have sent the following information 7-9 times and this "company" has yet to reply. If you are a potential BB customer please read this and realize that when BB salespeople tell you something you must take their words with a grain of salt and all the while think of them as, well, Used Car Salespeople. If you are in fact BB Management you should know after reading this that I was one of those valued customers that you spend $MILLIONS$ each year to attract and do nothing to EARN. I have spent a ton O' cash over the last few years at BB on 3 Big Sceens, 2 i7 Computers, all of our iPhones, multiple office printers, 3 years of GEEK SQUAD memberships, 2 Kindle Fires, 2 iPad minis, 1 surround sound system, 2 BluRay players, Many software packages and finally ONE REMOTE CAR STARTER which is the reason for my initial query.
--THE FOLLOWING IS THE CORRESPONDENCE THAT I SENT REPEATEDLY TO BESTBUY--
Best Buy Management,
I have now sent 3 emails to your “Lisa.Smith” email address and after about two weeks have not yet received a reply. What do I need to do to get a reply from Best Buy. I’ve spent thousands of dollars (That’s $1000.00’s) and now feel that I am being severely disrespected by the management at Best Buy. I don’t make threats but I am very disappointed in that fact that I have been so loyal as a customer to a company that seems not to care about me as a customer at all. It’s odd that someone can spend so much money to a company thinking that such loyalty would be rewarded, only to be ignored and disrespected.
I am very well connected and respected in the media in St. Louis as well as in all social media and I do not want to use those platforms to air this out but I will if I don’t get a response from Best Buy.
The following is the entire initial email that includes what has transpired to this point:
Hi Lisa,
My name is Ken {removed per forum guidelines}. I am a “My Best Buy” Elite member and my acct.# is @@@@@. In the past I have purchased thousands of dollars worth of products from Best Buy. I have always been a loyal Best Buy customer and I’m writing you today to ask that I receive the same respect, loyalty and trust that I have given to Best Buy over the years.
Last December I went to the Best Buy on Watson Road in St. Louis, Missouri looking for an item for my wife for Christmas called a Viper 2-way Remote Start System, model number 4806v. I saw it at BestBuy.com. I went back to the area where you keep this item and the sales guy was really nice and helped me find the only one that you had left in stock. I told him that I wanted to have this installed in my wife’s car. I told him the year and model of the car, (2007 Toyota Rav 4) and asked if this was all that I needed or if I had to pay for installation. The salesman told me that their was no additional charge for installation. He said that all I needed to do is purchase the product and take the box home today. Give the present to my wife and then have her set up an appointment to have the remote system installed. He said that it could take as much as 3 hours and I was fine with that.
Today, my wife called the local Best Buy on Watson to set up an appointment to have the remote installed in her car and the sales guy on the phone told her that they could do it on February 23rd but there would be an additional charge of $250.00 since there were other parts that were needed to have this product installed in a Toyota Rav 4. My wife called me to tell me what was said and I then called and asked for a manager to discuss this issue.
A manager named Tim got on the phone. I explained everything to Tim as I have written in this email. After listening to me, Tim was very brief and simply said; “So, I can give you a refund for your purchase if you have the receipt.” I told him that I was happy with the product and my wife really wanted this in her car, I just needed to know how I could get it installed for the price that we originally agreed on. He asked if I remembered the salesperson’s name and I told him that I didn’t but was it listed on the receipt? He said “No the salesperson’s name was not listed on the receipt.” Tim said that I couldn’t get the item installed in my wife’s car unless I paid the extra $250.00 or I could get a refund. He added that if he gave 200 dollar installations to every customer who called and claimed they were told this then Best Buy would go out of business. I asked Tim if he was calling me a liar and he said no but I should understand why he can’t simply believe every customer who calls to complain. I asked him to be reasonable and let the installation go as originally agreed on and Tim said that he would not allow this but I could get a refund. I asked him if I could talk with someone higher up and he said that there wasn’t anyone higher up that I would be able to talk to. He said that those decisions stop with him. I told him that he was being very disrespectful considering all that I purchased from his location and he was silent for a second and then replied, “So, do you want a refund?” I told him not at this time but I would be calling his Corporate office and he replied with “Have a nice day.”
I then got online and found the BestBuy number “1-888-237-8289” and called it. I finally got to a live person who was very nice and they attempted to get me in contact with customer relations. The online salesperson kept coming back to me saying “don’t hang up I’m just trying to get a number to call.” She then told me that she was trying to get “Justin” on the phone to help me. After literally 15+ minutes Justin got on the line, he asked my name and then the phone beeped twice and hung up.
I was shocked but repeated the process above. After again waiting on the phone the online salesperson get me in touch with Customer relations. I started to speak to the person in CR and again, the phone beeped twice and hung up.
I tried a third time, explained everything in this email so far to the new online salesperson and she gave me the extension number to call if this happens again. It happened again.
I again called and asked the next online salesperson to connect me with x@@@. She said that they weren’t picking up but they were having some phone issues. She then gave me your email address and told me to tell you everything that I told her.
Here we are.
Please let me know what I need to do from here. If you look up my account you will see the extensive list of purchases that I have made from Best Buy. I believe that I have more than displayed my willingness to pay fair prices for good quality items but I will not be “bait and switched.” I think that the manager Tim had it wrong. He won’t go out-of-business if he helps qualified customers but he will if continues to treat good customers with such disrespect.
Thank You and I look forward to your reply.
Ken {removed per forum guidelines}
---POST NOTE-- For me, it's not about the $$$$ but about the way Tim talked to me and my wife. I have a wife and 11 and 15 year-olds. I estimate between them and I we will be spending well over $10,000.00 over the next four years for electronics and related services. The only question is will I be spending it at BEST BUY? After all of this, would you?
Please respond as soon as possible.
Thank You,
Kenneth {removed per forum guidelines}

Answer 1

Welcome to the forum, iChannel, and thank you for being an Elite My Best Buy member!
Minnesota winters can be bitterly cold, and I can imagine having a remote starter installed in my car would be amazing. It was very nice of you to purchase one for your wife, and I’m sure she was absolutely thrilled to have it installed. It’s regrettable to hear that some additional installation requirements came as such a shock to you though, and I truly apologize if we failed to properly explain the necessary costs associated with our car services.  
When helping you figure out the essentials for a particular car installation, we go by a fit guide of sorts to provide you a cost estimate of the service. We do this by narrowing down the year, make, and model of your car and figuring out what components are necessary for the service you are wishing to purchase. It sounds like our associate who helped you find the stereo you were looking for may have been unaware of this guide, and consequently, may have provided you some inaccurate information regarding our services.  This could explain why one of our certified auto technicians may have told your wife additional parts and payment were required to perform the remote starter installation.
No matter the situation though, our associates and managers should always be kind and courteous when assisting you, and I’m sorry if we were less than helpful when trying to work this out with you. It’s clear to me this situation has been far from ideal, and while I cannot erase what’s already transpired, I’d appreciate the opportunity to try to assist you. Please know I’ve sent you a private message to collect some further information from you to see what options we may have available to us. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the screen.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
 Private Message