A little over a week ago the Geek Squad installed a 55 inch H4K smart/3D TV. I paid an extra charge for them to come and install and hook up.

First...they arrived quite late and no call to say they were running late. They were originally planned between 5 and 9 but got a call to say they would be there close 5 to 6. They showed up around 8.

Second, I was asked how many devices there were to hook up to the TV and I said 2 that I know of...Shaw Cable Box and 3D/DVD player. They hooked up the Shaw cable to the box and told us we would have to do the activation. They hooked up the 3D/dvd player and we had them hook up a new tuner as well. Obviously since they didn't hook up the cable they could not test the tv but did some minor testing of the dvd.

Shortly after they left we went down to check the setup and noticed the sound on the dvd was not stable. Going from low to medium to high randomly. Once we got the Shaw Cable hooked up/activated we have the same issue with sound (volume randomly changing).

I called geek squad support and was put on hold for a very long time as the person who took the call had to confer with a manager. Then I was transferred. The person I was then chatting with said they could come next day either between 1 - 5 or 5 - 9. We quickly confirmed 5 - 9 and immediately she changed availability....someone else had booked both appointments the next day so had to wait two days AND only appointment that day was 1 - 5.

I mentioned to the person that this is very very poor customer service...a four (4) hour window that your customer is having to wait around is that the best Geek Squad or Best Buy can do really...especially when this is a recall as install happened very recently and obviously something wrong!

I have heard that Best Buy and Geek Squad are not doing well in the market and mentioned to the person that lack of customer service no doubt contributes to that. I mentioned lots of monies have been spent with these two related companies over the years and there is no market value to the consumer in continuing to do business with them...products are not unique to them, service/install can be done by others, customer service non existent!

Geek Squad (Best Buy)...if you want to survive in the marketplace you need to listen and respond to your customers and be far more responsive to make yourself stand out....not as an underdog in customer service but as a leader. Maybe its too late...too much damage already and unrepairable to survive the marketplace!