*-**-***To : Magnolia *Best Buy Service **My name is Victor Bishop-Williams I am a lon...
GetHuman-victorbi's customer service issue with Best Buy from August 2018
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The issue in GetHuman-victorbi's own words
*-**-***To : Magnolia *Best Buy Service **My name is Victor Bishop-Williams I am a longtime customer of both Magnolia and Best Buy. I have purchased from Magnolia audio*video complete systems and set up over many years at several different homes I own. My first experience with Magnolia was in **** when there was a standalone store in San Ramon CA. I had many great experiences with Magnolia over the years. *Since purchasing my home in San Francisco and hiring Magnolia video*audio to install the media room equipment along with installing upstairs equipment, I have had many issues with the overall media room system. I have spent over ** grand overall with Magnolia on the San Francisco home alone.***The latest issue was the Marantz receiver was not interacting properly with the other equipment like the APPO Blue Ray, it was not turning on correctly, and many times there was no sound so we had to turn it off, unplug it and plug it back in for it to work.* I was told in order to fix the issues associated with the Marantz receiver I needed to purchase the Rotel RSP-****. I went to Magnolia*Best Buy on Harrison Street and spoke Antony Varghese about the issues.* He assured me he would call me and come out himself to take a look at the system. He never called and never came out to the house. Antony Varghese does not follow up, does not call back customers, and is flip when asked questions about a product.***I ended up purchasing the Rotel after speaking to Rick Rubin (salesperson who has been involved in the sale since the beginning of the project) about the issues and a solution to fix the system. Rick Ruben will always try and sell you a new component at a higher price rather than trying to get the project manager to trouble shoot and figure out what is actually wrong with the system.***The install date was on May *,****. The cost for the Rotel, install & programing was $****.**.* Jason & Will were the installers and they were excellent. Very professional and great understanding of the system. There are lots and lots of wires (which have never been organized even though I have requested many times) so techs really have to be careful not to disconnect any by accident. ***Issues started happing with the Rotel.* When you turned on any components a red message came up that said "APPLICATIONS ARE NOT AVAILABLE DUE TO INTERNAL ERROR- REFER TO THE I MANUAL FOR MORE INFORMATION" . After this error message came up the Rotel would shut all the components off and start up again going through the entire cycle again to turn on.* **In addition to this problem,*when we would turn on a component - for example the cable, Rotel would first turn on the blue ray then turn on the cable.***I sent Rick Rubin a email on June **, **** regarding the above issues we were having with the Rotel. June **,**** Rick Rubin said he would send to Brian Jarrett - Project Manager the issues we were having with the system and get back to me with a date Brain Jarrett could come out and take a look at what was going on.*Brian Jarrett was scheduled and came out on July *, ****. *Brian Jarrett Project Manager requested I take a video or pics showing what happens when we turn on any of the components and send it to Rick Rubin.***July **, **** I sent Rick Rubin a video showing how the system was malfunctioning. I asked Rick Rubin to send it to Brian Jarrett per his request. I did not hear back from anyone for two weeks.*Two weeks later on July **, **** I sent Rick Rubin another email asking why no one had gotten back to me there had been no follow up?* I also sent an email directly to Brian Jarrett outline the issues and the video.*Rick Rubin said yes he had sent Brian Jarrett all the information I had sent. I asked why had it taken two weeks and no one had followed up or got back to me?* No answer as to why. I requested the name of the Regional Manager so I could get assistance. Rick never sent me the name.***July **, **** I receive an email from Rick Rubin letting me know that he had ordered a replacement Rotel.* He said the black version (which matches the rest of my system component’s) was really hard to get so he had to order a silver one.*I immediately called Rick Rubin and asked why I could not have the black like I had ordered originally? He said they were too hard to get. I told him I really wanted the black, however if they could not get one I had no choice.*(I am NOT sure if I believe this).***I also asked Rick why change out the Rotel, it could be a programming issue. No one had looked at the manual as far as I know and the screen said it was a programing issue. Rick Rubin could not answer didn't know why?* I asked why Brian Jarrett who is the project manager not called me back or a least come back and checked the programming instead of just telling Rick Rubin to order another one. He said he didn't know why. This was all very frustrating to me.***August *, **** Rick Rubin let me know Magnolia would swap out the Rotel's on August **, **** between ** & *.***August **, **** installer Gilbert Moore came with the Silver Rotel swapping out the Black Rotel.* He was at the house over two hours. During that time he kept calling someone regarding questions he had about plugging the new Rotel in. I over heard him say twice "yes he is here".* *I assume the person who was assisting him on the phone was asking if I was there. Gilbert Moore let me know he was not part of the "custom team", so he did not do many things they did like program etc. Very nice guy but did not have very good knowledge about the Rotel or the system I have.****- After he left I realized there were wires to components not plugged in, just left them hanging in the back.****- Now the sound system does not work. I get mono sound on two speakers none of the other speakers work now.***- The red message started appearing again:*APPLICATIONS ARE NOT AVAILABLE DUE TO INTERNAL ERROR- REFER TO THE I MANUAL FOR MORE INFORMATION" .**- The volume control was working now it has disappeared.**Why would Brian Jarrett send out a tech that only has basic knowledge and is not part of the custom team familiar with this project which is a custom project?*Gilbert Moore said one of the most knowledgeable techs on the custom team is Jason - he should have been out on this one.***I sent Rick Rubin a message on August, **-** letting him know there were more items not working since Gilbert Moore had completed the swap of the Rotel. I asked who is the district manager I can speak to about this for assistance?* *Rick sent a message back only saying he would be back in to the store on Tuesday* August **, ****.***I called the store asked for Brian Jarrett Project Manager. The sales associate said he is on vacation.* I asked to speak to a manager and was told that Antony Varghese would be in at *pm. I called back at *pm and was told that Antony Varghese was on vacation. I asked for the store manager and was told Brendon Mckean the store general manager was on vacation for a week. I asked for any manager and was the only manager in store was Carla (Magnolia).* I spoke to Carla and asked her for the District Managers or Regional Managers name and email address. Carla said she didn't know but would find out and get back to me with the information later in the day.* I explained to Carla that I had been giving the run around and no one's appears to ever follow up or call back. She assured me she would call back with the information.* Carla never followed up or called back.* This is a consistent theme with Magnolia * Best Buy.* The management team of Antony Varghese and Brian Jarrett continually have forgotten and overlooked items. They have selective hearing and ignore work they do not want to deal with. *.****I believe I should be speaking to a higher management level that can assist me in getting this completed and working properly.****.* Sound needs to be repaired****.* Cables reconnected***.* Cables * Wire organized professionally****.* Programing for Rotel need to be fixed:* **a.* When you turned on any components a red message came up that said "APPLICATIONS ARE NOT AVAILABLE DUE TO INTERNAL ERROR- REFER TO THE I MANUAL FOR MORE INFORMATION" . After this error message came up the Rotel would shut all the components off and start up again going through the entire cycle again to turn on.* **b.* when we turn on a Component for example the cable, Rotel would first turn on the blue ray then turn on the cable.**c.* at times when you turn on the cable tv or any component the sound does not work. Have to shut it down wait a couple of min then turn it back on.*d.* the volume control is not working again. fix this so we know the volume.****Please advise me who can be a true lead on this so we can get it organized and working.**Who is the regional Manager or VP over these employees? ***Thank you**Victor Bishop-Williams****.***.**********@***.com
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