Report: #635649

Complaint Review: Best Buy - Cincinnati Ohio

  • Submitted:
  • Updated:
  • Reported By: toolman90 — Cincinnati Ohio USA
  • Best Buy 650 Eastgate South Dr Cincinnati, OH 45245 Cincinnati, Ohio United States of America

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I bought an XM Radio at the Best Buy Store in Eastgate, Store Number 154. I had the radio installed at the store and also purchased a warrenty at best buy. I had problems a few months later with it cutting in and out. I went back to the store they replaced the satellite antena. In august I started to have the same issue again. I went back to the store to try to get the problem fixed. I thought there would be no problem because I had a problem fixed previously. I went in their and got a rude person in the back where they did the radio install's and when I told him that I was there to get the xm radio fixed under the Best Buy Warrenty. He asked me for the yellow paper and I asked what yellow paper and he told me that I need the install paper they gave a while back which they never told me I would need for warrenty work and I didn't need it the last time I was there to get it worked on. So I asked for the manager and He made smart remarks and said that he would get him and hes going to say the same thing he was going to say. After 15 minutes a supervisor evently came He was the Gerneral Manager. He said the same exact thing the installer said. I told him I was  never informed of this when I got the warrenty that I needed to hang on to the instalation paperwork to have warrenty work done. He smarted off and said I signed to it. I never signed anypaper work saying that I needed to hang on the instalation paper work for the warrenty. Only thing I got was $13.08 for the prorated warrenty refund. Now I have to buy a new XM or Sirius Radio. That should have been covered under warrenty. I don't recomend anybody getting any warrenty on the equipment because they will look for ways not to honor the warrenty you purchased on car radios. They lost a long time customer.

This report was posted on Ripoff Report on 08/30/2010 09:10 AM and is a permanent record located here: https://www.ripoffreport.com/reports/best-buy/cincinnati-ohio-45245/best-buy-refused-to-honor-warrenty-on-a-satellite-radio-installed-by-best-buy-cincinnati-635649. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#6 Author of original report

Best Buy Refused to Honor Warrenty on a Satellite Radio Installed by Best Buy Cincinnati, Ohio 4

AUTHOR: toolman90 - (USA)

POSTED: Thursday, September 02, 2010
The point I'm getting at ronny g is that best buy could of looked up the records if they had them? I was told they kept no records. They made no attempt or even checked the installation if it looked like they installed it or someone else which they could tell easily if it was their work. They could of made an exception this one time because I did have the purchase recipt. Customer Service made no effort at all to try to make things right. I have bought tons of electroincs, appliances, and computers with warrenties through them. They lost a long time customer because they made no effort at all to help the situation. I want to know what happend to Best Buys cutomer service it seems non exsitent.
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#5 Consumer Comment

The end of the last reply makes starts to make sense..

AUTHOR: Ronny g - (USA)

POSTED: Wednesday, September 01, 2010
"People be aware if your buying car audio with a warrenty and professional installation at best buy keep the yellow carbon copy. If you don't have it and if they ask for it and I mean maybe because I was never asked for it. They may or may not honor the warrenty."

This is correct. However what the OP still FAILS to recognize, is that there is a difference between a "purchase" receipt, and an installation invoice.

When it comes to an installation, the document is hand written...it is a work order which will list any pre-existing damage, the overall condition of the vehicle, the license plate number, the mileage, the year, make and model..you know..information that can conlude the product was actually installed into the vehicle by them. The invoice will also list what works and what does not work in the vehicle pre and post install..and provide proof positive that Best Buy performed the installation. For this information to be most accurate, it is hand written by a human being who personally inspects the vehicles condition and checks all functions. The customer then signs off made aware of any pre existing damage, and the signature authorizes the installer to work on the vehicle.

Upon completion of the job, the customer has to again sign the invoice stating the job was completed to their satisfaction, and that any pre or post installation damage was duly noted. It also states in large writing and I quote this verbatim.."CUSTOMER TO RETAIN YELLOW RECEIPT FOR INSTALLATION PROOF OF PURCHASE", directly on top of where the customer signs for the SECOND time..where it is printed "Post-Installation Customer Signature".

The confusing part is the OP states "may" or "may not" and "maybe" and then "never" was asked for the yellow carbon copy. It seems to me at some point, it was requested to present the yellow copy..so the term "never" can not be accurately used in this  case. The testimony is invalid.

The best advice is to assume the logical..that they will ALWAYS ask for a copy of the installation invoice as proof they did the actual installation. Whether they ask for it or not, they are supposed to ask for it. So keep it in your glove compartment or other place of safe keeping so in the event any labor or service needs to be conducted under warranty, you can present proof that they are the ones that did the installation, and thusly are liable.

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#4 Author of original report

Best Buy Refused to Honor Warrenty on a Satellite Radio Installed by Best Buy Cincinnati, Ohio 3

AUTHOR: toolman90 - (USA)

POSTED: Wednesday, September 01, 2010
I had the recipt that showed what I bought at best buy which was the XM ONYX Radio it also showed that I paid for professional installation and it also showed that I bought a warrenty through best buy. They wanted the carbon copy of the installation paper work. Apparently the recipt is not proof engough when most electronic or radio store this would be enough proof. This is not the first time I have bought radios with a extened warrenty never did they require that you had to have a carbon copy of the instalation paper work. All they requird is showing the recipt to see if you have purchased a warrenty and install. Appartnly not enough for best buy.  I never heard of such a policy until now. I never had this problem with any car audio place.  This is a prety lame excuse at best not to honor a warrenty. There were no exception's ever made!!!!!!! because I was never asked for the carbon copy or ever told that I would need it for warrenty work. I had problems before this one and had to bring it in and they replaced the satellite antenna without asking or needing the carbon copy of the installion. Only thing the asked for is the purchase recipt which I still have. I think it is a bit shallow that best buy wants  a yellow carbon copy of the instulation paperwork for warrenty when you have the purchase recipt showing that you paid for it.  By the way the only thing that I signed was that it was up to my satisfaction at install and that they did not do any kind damage to my vehical.  That is the only thing I signed for in the back where they did the install. This is the last post I am making. People be aware if your buying car audio with a warrenty and professional installation at best buy keep the yellow carbon copy. If you don't have it and if they ask for it and I mean maybe because I was never asked for it. They may or may not honor the warrenty.
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#3 Consumer Comment

You may have somewhat of a reason to complain...

AUTHOR: Ronny g - (USA)

POSTED: Wednesday, September 01, 2010
...however, we are only hearing one side.

I know for a fact the invoice states you must keep it to present for any warranty work. However it is part of the installers job duties and customer loyalty to inform you verbally to hold on to the invoice in the event of a problem.

We only have your word that you were not verbally informed but to give you the benefit of a doubt...let's assume this is the case.

So...what did you think the purpose of the invoice was for when you signed it pre and post install, and given the yellow copy at the time of completion? Certainly common sense would dictate that an invoice given to you that you sign before and after work is performed on your vehicle was given to you for a reason. Did you just sign it without reading it..TWICE?

Now the thing is..they DO keep the original invoices on file (the white) and a store copy (the pink). They are kept for a length of time in the bay and one in the admin office...but not forever. I think it is a year or two and then they are destroyed.

These copies are kept not to have to go looking for it because you do not know where your copy (the CUSTOMER) copy is..but in case a damage claim is submitted. Best Buy will pull the invoice and see if the damage was previously noted, and which employee performed the install. Although they can if they wish to rummage though 10,000 invoices to find yours to prove you had the install done there, they do not have to..that is not the purpose of the store copies. As well, it is a hard copy and will only be kept at the location that originally did the job. This is why it is important for you not to lose it.

The reason Best Buys response was "how do we know this was the car we installed it on", was given because....guess what???  .. How do they know this was the car they installed it on? You mention Circuit City...well I know some Best Buy installers that asked for the invoice..the customer did not have it and made a big stink. Some returned later with an invoice..from where???... Circuit City. The customer was 100% mistaken and Best Buy was not put on Earth to warranty anyone elses workmanship or product failure. Try to go into Sears and tell them you want some work warrantied on your car without an invoice. Unless the mechanic knows or remembers you personally...good luck. Best Buy offers a nationwide lifetime workmanship warranty on their vehicle installations...I think 1200 or so locations..and they honor it every time. The only conditions are to have your copy of the invoice to prove Best Buy did the job..and that no one other then Best Buy tampered with the installation. Pretty straight forward.

A receipt that you purchased the product, and a receipt that you purchased a warranty on the product (which you must mean service plan since Best Buy never sold extended warranties) is NOT proof that Best Buy did the installation. Otherwise, why would they give you another receipt/invoice for the installation. Make sense now?

I will say if I was the employee in this case (if this report is 100% honest), I would for the sake of customer service made an attempt to find the original invoice...or at least checked your purchase receipt, then looked over the job to see if it was done to Best Buy standards using Best Buy installation practices and connectors etc..it is pretty easy to tell the standards in most cases unless it was tampered with.

I would have given you the benefit of a doubt..unless you came in with a foul attitude or one of entitlement. That does not always fly and usually will end with no invoice, no service. Not a rip off or a swindle...just following company policy to prevent Best Buy being liable for someone elses problems. Seem reasonable?

Bottom line..shame on Best Buy for not going the extra yard for the sake of customer service in this case..and shame on you for thinking you can have any warranty work done on your vehicle with no proof whatsoever Best Buy performed the installation on your vehicle.

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#2 Author of original report

Best Buy Refused to Honor Warrenty on a Satellite Radio Installed by Best Buy 2

AUTHOR: toolman90 - (USA)

POSTED: Tuesday, August 31, 2010
I had purchased a warranty through best buy. I had the receipt to show where I had bought the radio, warranty and install. Best Buys response was how do we know that this is the car we installed it on. I have never encountered this problem before, I have bought radios in the past through circuit city with a warranty through them, and I also bought a radio at  Xtreme sound they warranty their equipment for a year and they also keep records of their work. This is the first time I have  ever heard of a company requiring the yellow installation paper for warranty work. When I got the antenna replaced there was no mention of I need to show the yellow installation paper work or that I ever would need it. But I kept the best buy receipt thinking that was all the proof I need that I had it installed with a warranty through best buy. Further more reputable companies keep records of installs and what vehicle it was installed on so they don't get scammed. Shame on Best Buy if they don't keep records of their installs.
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#1 Consumer Comment

yea, they were a bit harsh...

AUTHOR: Ronny g - (USA)

POSTED: Monday, August 30, 2010
The installation invoices prove that Best Buy did the installation. Otherwise customers could scam them that did it themselves or had it installed elsewhere and then blame Best Buy if it has a problem. Very few places will do warranty work without an invoice..it is common sense and knowledge to save your receipts and invoices for any service performed on your vehicle.

With that said, they do keep hard copies of those invoices but it needs to be searched for by hand and they don't hold on to those forever.

As far as the previous time they serviced it without the invoice they did you a favor, the strict policy is "no yellow copy, no installation warranty". Of course they can choose to make an exception but that is what it will be..an exception.

I agree if the employee was rude that was uncalled for. But it is untrue that they "look" for ways to get out of warranty work..like anywhere else they just ask for the receipt/invoice first unless they choose to make an exception or hand search through files for your original at their discretion.

There is another option. Many times if you contact XM directly (although customer service it outsourced to India which can make it frustrating and time consuming), they will send you a new radio free of charge. Sirius/XM makes money from the subscriptions so often they will send a new unit free of charge, or at a great discount. However you will need to have it professionally installed so regardless of who you choose to do this.. next time keep all the paperwork in your glove box so it can be serviced under warranty without a problem.

Bear in mind, there is a difference between a warranty on product, a service plan, and an installation warranty.

Typically, electronics will come with a one year through manufacturer, a service plan depending on type of electronic will cover it through Best Buy for 2,3,4 years depending. All installation is covered nationwide at any Best Buy that does vehicle installations for the life of the vehicle. There is no additional charge for the lifetime workmanship warranty. But you need to show proof they installed it of course.

My only question is if the problem is the XM unit...they could easily look that up if you had a service plan since that information is kept in the data base under your name , address and phone number. So what was the reason the unit itself was not covered? Did you choose to return it instead? Or did the not honor the service plan on the product because you can not present proof they installed it. This is not really made clear in the report.
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