Our TV was finally taken to the shop and apparently finally fixed. At least it hasn't had a problem yet.
The Tivo has been installed correctly and we are taking our Comcast box back tomorrow.
We haven't paid the $109 for the "service call" that was actually a warranty call, but since we now have proof that it was installed incorrectly (even according to Best Buy) when the Best Buy "Geek Squad" Agent came out and tried to say nothing was wrong and charge us $109. We haven't gotten a letter saying we didn't owe it, but we haven't gotten a bill and I'm sure we won't get one.
My major concern about Best Buy is the absolute total refusal of anyone to respond to my concerns and their refusal to apparently even consider that one of their agents were wrong. Our overall total visits include four for the Tivo, and six for the TV since December 5, 2010.
A major concern is that most of the technicians indicated no sense of accountability for doing the job right and the overall glaring lack of concern and response by Best Buy management. The only person who responded at all was the person on Facebook. Absolutely no one else (in immediate or upper management, including the Presidents office) responded or expressed any concern. I wonder how Best Buy stays in business.
A disturbing experience of defective customer service by a major retailer, although I do want to state that the problem was eventually taken care of. If it hadn't been for the attempt to charge us for a warranty call, I would probably be sitting here with an improperly connected Tivo and a defective TV, so it wasn't all bad.
I do have to praise the Best Buy "front line" representatives who listened and kept dispatching technicians to resolve the problem. They did a super job of listening and trying to respond to my concerns. It is too bad the supervisors and upper management demonstrated such a culture of horrible customer service and response, when many of the front line personnel were excellent.
