Geek Squad Customer Service Complaints - page 2

There seems to be no process for complaining to Geek Squad rather than this format.
On the phone there is no one to complain to or you get hung up on.
Infuriating.

My computer went in for repair to the service center. I was notified that it could be fixed with the repair estimate to be $240.94 with authorization. For five days now I have been attempting to give authorization. Rather than being able to do this on the computer a phone call is required for authorization. It is ever so frustrating to accomplish this. It is a circuitous process and one needs to say on the phone and get solicited for business forever. When time is of the essence this is frustrating. Greek squad effects a captive audience. I have yet to authorize repair. It has been 5 days.
Very counter productive process garnering nothing but bad faith. It is a scam process.

I've been waiting a month for my computer to be fixed, which is not an issue as these things take time. The real problem is that over the last week I've place 20 calls to my Geek Squad percent and they have yet to answer the phone. I've tried calling the best buy store instead and they took my information and promised a return call that hasn't occurred in a week. I have no problem with the time required to fix my computer it's the ignorance of customer that is the real issue.

We have had protection plans and tech support plans since we boutght our first laptop back in 2009. We bought a second laptop about 2 years ago and we still have the first one. We have always purchased both plans and renewed them when asked if we wanted to because we have had good luck with both plans until this week. Found out that our protection plan expired as of May 2015 and if we didn't renew it by the end of May, we no longer have the option of even purchasing a protection plan now!!! Not only that, but we were NEVER contacted that our protection plan was about to expire!!! Has Geek Squad sold out to where I have not heard anything good about them recently? I think so!!! Plus the closest Best Buy is 150 miles one way from where we live. Thank goodness we have finally found someone local that can help us. And I am sure when the time comes, I will go there to buy next time!!! Geek Squad has lost me as a customer!!!

Here's my response to a Geek Squad customer satisfaction survey:

I brought a gaming tower in because it was stuck in the dreaded Microsoft automatic repair loop. It would not boot. Apparently the "geeks" at Geek Squad have no idea what

this commonly discussed problem even means. Although I specifically and explicitly instructed two different agents NOT to wipe out the drive but rather just call me if they

couldn't break out of the auto repair loop.
Wiping the drive and reinstalling the Windows 8 operating system without contacting me was their brilliant solution to getting it to boot. I received a nice, shiny, blank

machine and the Geek Squad seemed so proud to be able to "fix" my machine.
What a bunch of heavy handed, incompetent monkeys. If I'd wanted my machine wiped clean I would have done it myself or asked my 8 year old to do it.

To make matters worse, I insisted on speaking to the Marquette store manager and she proceeded to tell me that it was my fault because I declined the disk backup service.

Excuse me but when you bring in a machine to see if a boot problem can be repaired you do NOT expect some clown to wipe out the whole disk. As it turns out, I had enough

backups to recover everything that I needed but it took me over 10 hours to get my machine back to the way I had it before a Geek Squad monkey blew it away.

EXTREMELY unprofessional to have a manager who obviously doesn't know the difference between a boot sector and a ski boot come and claim that it was all my fault. The only

thing she had to offer was waiving the $50 data recovery fee to try to recover everything that they had lost. She informed me that I would still have to wait up to 3 weeks

AND pay for the amount of data recovered.

Are you people SERIOUS?! If I had the time I'd take Geek Squad to court but as it stands, I'll just have to settle with posting my experience to every anti-Best Buy board

that I can find and filing a compliant with the Better Business Bureau.

Don't knock yourself out trying to reach me, I've seen and heard everything that I ever want to hear from Best Buy and/or Geek Squad.

Epic fail.

Bought a cell S4 and made the mistake of getting the geek warranty.
When the phone was only 6 weeks old I cracked the screen so I called for my warranty
Their Reference 34419246
August 6, called with a new Samsung 4 with a cracked screen. Told that a pending charge on my visa of $339 would have a replacement sent out right away. Also told that $68 would be charged. I was never told that the warranty did not cover the cost of repair. I can have the screen replaced locally for $65!!!! Checked my visa and the 339 was taken out immediately.
A phone arrived a few days later and it was an old re-furbished phone. Again I was never told that replacements were OLD phones!!!
Loaded everything in and found out that the signal strength was very poor in many locations. If I stayed where I was and put the sim card in my old S3 the signal was full strength.
August 17. Called back and was to a replacement would be sent when this phone was received back.
August 20. Called back and was told nothing was done to send me the replacement shipping material. I was told someone would contact me the next day for sure after they checked the depot to see if my "new" phone had been received.
August 21. Nothing
August 24 called back and told again that the return carton would be shipped out. Also told that because of all the problems that the full 339 would be returned. I was told to wait for a call back. I called back when I got a message but my old S3 put the call on hold and by the time I noticed no one was there.
August 26 Called again but before we could complete arrangements the line went dead. I called back and was told that I was causing the problems because I did not return a call from a message that was sent. I never received a message!! Finally made arrangements for another package to be sent so I could return the OLD defective phone. Again had to give my visa number.
Checked my visa and 339 was returned. Wow.
BUT then $113 was taken out and another 113 is pending.
I am paying $14/month so that Geek squad can cause me as many problems as they possibly can.
How can I get out of this endless garbage treatment????
August 31 Still no phone

I have found the Geek Squad to be very unorganized and lack customer service. My laptop arrived at their service facility on a Tuesday morning, it was repaired in a few hours, was never tested, then sat there for 2 business days, it was finally shipped back to my home with a signature only UPS delivery. Upon arrival I discovered the power cord was missing. I went to the store who said they would contract the service center. Unfortunately the service center never responded to them. I contacted the service center and was told I need to escalate within the store Best Buy management. After two weeks of back and forth I am done with them and will communicate my disappointment via social media. I also found that when troubleshooting via the phone, if you get disconnected you do not get a return call, you need to start from the beginning. This happened twice to me.

I purchased our cell phone protection plan through Best buy's Geek Squad, at first when this process was handled in house, all was good. However, when they transferred this service to their online/phone customer service department, OMG, problems beyond problems occurred and reoccurred. My son broke his phone, I had to have it replaced, it took well over three hours of my time just to verify our plan and have a refurbished phone sent to our house. Then, they sent it to a wrong address, and it took another 1 ½ hours to get that matter straightened out. We finally received the new phone, and all was good until I decided to cancel our cell phone insurance. I have placed five separate calls over a three month period because their employees can't figure out how to cancel the service, On top of the bad service, I have received bills from them over this last three month period with late fees because their employees didn't do their job, and now I have been informed they will not refund the late fee charges???? On top of all this whole mess, when you call their customer service, just reaching the right person is a hassle; you are made to wait 20-40 minutes to speak with anyone, IF THAT EVEN OCCURS, MOST OFTEN THEY WILL HANG UP ON YOU AND YOU HAVE TO BEGIN THE PROCESS ALL OVER AGAIN. WHAT EVER YOU DO, DO NOT USE GEEK SQUAD! Their service is so poor I can't even rate it.

Geek Squad delivered one of the of the worst customer service experiences I've had. I worked in the customer service field for quite a while, and understand how you are supposed to handle customers. These representatives were the poorest at customer service that I have ever seen. A similar, only worse, experience was had by a relative.

I approached Geek Squad with some hardware problems with the two year old MacBook Pro that I had purchased from them. I treat the machine like glass, and the hardware issues had developed from regular (and careful) use. The clutch cover on the back of the machine had cracked, and a screw was bolting repeatedly from the case. I was protected under the "Geek Squad Protection Plan". I read through all the terms and conditions, which said they would replace components that impacted the normal functioning of the computer. Both of these problems would impact normal functioning, and the screen was getting dust underneath it from the cracked clutch cover. The representative informed me that the plan would not cover what he deemed to be "cosmetic" despite me explaining why it did indeed impact functioning, and pointing out in the plan where it said the machine's parts and labour would be covered to restore the machine to factory level functioning. The representative was sarcastic and accusatory, suggesting that there was no way to tell if I had dropped the machine (which I had not), and that he couldn't do anything about it (even the loose screw). I told him I had been a patron of the company for many years and that this was very poor service. He said my patronage was of no concern. He finally said that despite my protection plan, it would cost over 200 dollars and several weeks repair time to replace the 15 dollar plastic part. I left the store, upset, and another store representative saw me visibly upset and asked if there was anything he could do. I explained why I was upset and he proceeded to walk away and do nothing to retain my patronage.

I took the machine to Apple, and several representatives treated me with respect and saw to me needs right away. I was not accused of dropping the otherwise completely damage-free system. The representative took care of the screw bolting problem immediately, and said the clutch cover could be replaced for 50 dollars in five days, rather than Best Buy's 200 dollars in several weeks (even with a supposed protection plan). The apple representatives were respectful, demonstrated that my patronage was valued, and were quick and cost-effective. I will never use the terrible service at Best Buy again.

In addition, a relative bought a new Asus from best buy that had a screen defect. She took it in a few months later and explained the situation. They refused to replace the machine, suggested it was her fault, and asked why she had not come in sooner. When she explained that she had been in the hospital for several weeks, they still were suspicious of her and did nothing to help her with the faulty machine that they had sold her until we went to the head office of the company and complained at length. Horrible service.

BEWARE BEWARE
HORRIBLE CUSTOMER SERVICE
GEEK SQUAD

Dear Geek Squad:

Please see my prior horrible experience.

The tech came today, THE F***ING PART WAS WRONG!!!!!!

I spent 2 Fridays waiting, then half of a Saturday and the part was wrong????

He had the nerve to ask me for payment!

I hope BB goes the way of Good guys and Circuit city. With your horrible service why would anyone come back?
Good Afternoon Ken,

Thank you for choosing Geek Squad. We apologize for the delayed response as we understand time is valuable.

I sincerely apologize that you have experienced such frustration with the repair of your refrigerator. I assure you this is not the type of experience we want our customers to have when dealing with Geek Squad. We value the experience you have with us on the phone, in the store, online and otherwise.

I am sorry there was a delay in the shipping of this unit and I apologize your appointment date was changed to 6/20/2015.

Please know that I am creating and submitting a complaint on your behalf. These complaints go through internal review and are used to improve our client experience going forward. We appreciate you taking the time to pass on your experience with us. When a customer gives us feedback of any kind, we then look for trends to help us identify areas for improvement in our clients experience. We hope you will still allow us the opportunity to continue to serve you in the future.

Please feel free to e-mail us back or contact us via phone at 1-800-433-5778 for further assistance. It is our goal to retain you as a satisfied customer.

Sincerely,
Joshua
Geek Squad
Dear Best Buy:

I am extremely disappointed with the level of service that I have experienced today from your Geek Squad Appliance repair service. Case ID for a complaint by the supervisor is 160850183.

I had a wonderful scheduling agent on my initial call for repair for my Samsung refrigerator. He was so pleasant. I took the day off and had your technician to the house to assess my problem. Kwokman the tech was great and efficient. We booked an appointment for me the next Friday, he said that the part should come in 3-4 days and the Friday would give us some cushion time. I agreed to the time and scheduled myself off work on that day.

I received a message today saying that the part would arrive until Friday EOD and they rescheduled my appointment fro Saturday 12-4. They said if I needed a different time to call the 800 number, which I did.

I spoke to Frankie and tried to explain my dilemma. I took the day off burning 8 hours of vacation, now I am being told your tech would not come. I asked if the shipment could be placed on expedited status? NO Could we move the service window to Saturday 8-12? NO. Could I get a smaller arrival window since BB was the one to inconvenience me? NO. She apologized but it seemed rehearsed and disingenuous. I asked to speak to a supervisor, "they won't be able to help you".

Of course she was right. Agent Ramona stated exactly the answers I got from Frankie, NO, NO, NO. She stated she would file a complaint internally on my behalf. She stated she did not have access to email to send me information on how to file my own complaint. I cannot imagine a company like BB would not have email addresses for their employees; perhaps if she was honest and told me they were not allowed to email customers directly, I would have believed her; instead she lied.

So in summary. 1) I am out 8 hours of vacation $70x8+ $150. 2) I need to stay home for at least 4 hours on Saturday, burning valuable weekend time. 3) Best Buy tells me they apologize but there is nothing they can do to help me be "whole".

Who is the customer? I do have a choice of retail and repair services. We had an oral contract that if I agree to pay the $99.99 for the service call and the $79.99 for the part, BB would come at the designated time and repair my appliance. BB has violated our oral contract. I also have loss of wages as a result. Lost time as a result.

If I do not receive a better response from BB, I will file a complaint the CA Department of Consumer Affairs and BBB. I will also go on social media, Facebook, Twitter, Yelp, Google.

Ken Shigematsu
San Bruno, CA

“Cheat Squad” would be a more appropriate company name. Seems the company’s business model to “sell the $200 protection plan” and don’t worry about the fall out if your skill set is subpar for making in house repairs…. A simple task of installing a new hard drive on the HP laptop left for repair resulted in four missing screws on the underside. Plus the keyboard was not intact (hard to guess what spare parts may have ended up on the work table) and eight keys on the keyboard would not function. Upon return to the store to report the condition I was told “we are not authorized to open the case” …The case had to be opened to install the hard drive… Turns out, they lied to me and I never needed a new hard drive in the first place. They claimed I needed a new hard drive because they are not qualified to remove the malware or viruses that were on there in the first place. I had to find another company to get it cleaned up and fixed. I ended up finding SafePCFix based out of SoCal. They were able to log in and fix it remotely in a few hours. They sent me the screws that geek squad lost for my laptop.

These poor young geek squad employees are being fed and fattened up on a corporate line of mumbo jumbo that covers up ineptness and a fraudulent business model… eventually the result will be the end of any integrity for the Geek Squad brand and their own employment….Needless to say when I checked in with SafePCFix they were friendly, helpful, respectful, knowledgeable, quick to diagnose the issue and reasonably priced…now that is a great business model. I have no problem with a referral…Buyer Beware at Best Buy and Geek Squad Agents….

My kids purchased a Geek Squad full coverage plan for me when they purchased a GoPro camera for me. I subsequently lost the camera while motorcycling when the Gopro mount broke. Geeks would not replace it because I didn't have the old one to turn in. When I asked if I replaced it if the coverage was transferable I was told they would if Gopro warranted it in some way. Gopro were excellent to deal with and arranged a 40% discount on a replacement camera. Then when I called Geeks to transfer the warranty they said that the previous agent was wrong and that the warranty was not transferable to a replacement? I would not waste another nickel on any sort of warranty from these shysters. It isn't worth the paper they print it on!

I bought a Dell laptop one year ago from best buy major mistake.it now needs to be repaired .I sent it to be fixed at geek squad big mistake one month later they inform me they cannot fix it.nredless to say i will not do business with the ignorant idiots anymore .

Hello,
I am a regular customer of Best Buy, Route 22 in Union, NJ. I buy my electronic devices there and also transact with Geek Squad there.
My Mac Pro was sent out for repair. Today I got a voice mail to call the local Geek Squad regarding the repair.

I made multiple phone calls only to be transferred to an extension that nobody answers, nobody gives you instructions it gets disconnected.

Tonight was frustrating. Every time I called between 7:25pm - 7:45 pm, I informed the lady who initially picks up the phone how many times I have called already. On my fourth call, I calmly told her "this is already my 4th call and no one seems to be answering ..." I hardly finished and this lady who is supposed to be a phone receptionist had the asinine attitude and started ranting on me. She did not even bother to listen to what I was saying, and in a very rude and annoyed-sounding tone she went on with her rant talking down on me saying that I should just wait and if nobody answers it is because they are busy with other customers. . .(Shocks. . .it is as if I am supposed to know that. This is not an immigration line. . . stop such egregious mentality)

Bottom line is, I feel that the person answering the phone is very disrespectful to the customer. She does not sound like she is there to serve. And, she has the nerve to speak down to the customer, as if it is the customer's fault that nobody is picking up the phones, or nobody is telling the caller the situation for the caller to understand.

Hope this matter gets the attention and is fixed by the customer service department.

Thank you.

JH

I have received a letter hereby notifying me that our Geek Squad Protection plan will terminate on 2-28-15 for non-payment.
I hereby notify you that I canceled my 6 nonprotected phone service I was paying for and transferred my protection service for all 6 phones with Sprint!
I am also very upset that the Tulsa Oklahoma Geek Squad department told my daughter when taking in her Galaxy S3 phone in for service to be repaired due to hard to hear on other end, she was told that the Galaxy S3 phones are obsolete and she will have to replace it with a Galaxy S5 phone and have to purchase it on installment payments! She called me, I was not happy with it but remember I was told that is what the plan was changing to and said go ahead.
few months later I replace my Galaxy S3 phone NO PROBLEM in Missouri. I then ask more questions and spoke to Stephanie in the Oklahoma store after finding out they are not obsolete and the phones are to be paid for only if you upgrade before the end of the contract! This store in Oklahoma did not have any Galaxy S3 phones on stock and had discontinued repairing phones I was told when originally inquiring on this and then Stephanie denies any of it!
Numerous times before when I had called for repair service, I was told we did not have protection but yet my account was being automatically debited for all 6 phones. I would be transferred to India to people that didn't speak good English, I then called the store in Missouri of United States and requested to not be transferred again and they look up my information. I was then told that we didn't have protection service after purchasing new phones with Sprint, but yet my account was being debited each month for them!!?? Then I was told they were listed under different account # than what originally first come up and I was given those # and I wrote them down and would have to give these # each time I called to clarify I did have the protection plan!
I'm THROUGH WITH YOU!!
Oh and the GS5 phone did the same thing (not being able to hear very well on the other end) but did not realize this until months later when several people finally started telling her this. It was then pass 30 days and as Stephani rudely claimed she could not replace unless I put a $250 hold on my account to have a new one sent to us! I did and changed my protection service with Sprint and am still paying for this 2x upgraded phone with a now $200 deductible fee on it!
AGAIN We are THROUGH with you!

I canceled my insurance with geek squad/BEST BUY in June 2014 because I no longer had the phone. The phone had been reported stolen. Geek squad continued to make ATM deductions from my bank account until November 2014. When brought to their attention, I was advised they would only refund one month payment. Until now, I have not received any refunded payments. They took a total on $60.00 from my account until I brought this to their attention. I complained to the district office too. However, unsuccessful. DO NOT GIVE YOUR ATM ACCT TO BEST BUY GEEK SQUAD!

Terrible service. I accidential place my name on the geek squad membership and tried to change it to my mom. I wasn't allowed to do it, and told I had to cancel the membership and have mother buy her own. Is that Best Buy's idea of customer relationship? Wow - that's earned my loyalty! To cancel a geek squad membership took two hours, and three different clerks who told me they were transferring me to the correct team. Sounds like kicking the can, waiting for the customer to give up. I have had better phone connectivity to Afghanistan than to the Geek Squad. I won't be buying Anything online from Best Buy anymore. I recommend you do not as well.

Geek squad honestly needs to go somewhere and look up the detonated definition of "geek" because these guys really suck at customer service and all they do is give people the run around and can't even set up an account properly. #LETMEEXPLAIN. So geek squad has been giving my girlfriend the "run-around" just to renew her "protection plan" from geek squad. She has been talking to several people now including managers who have done everything but helped. My girlfriend never received the so called "courtesy email" about even renewing her account. My girlfriend gave geek squad several emails addresses and have not received a thing. They even spelled "gmail" wrong one time, like really gmail of all things. She was told to renew her plan it would be only be $50 but turns out that was for something else and she was charged and guess what yes of course, no confirmation email of the charge at all. Like seriously your supposed to be geek squad and you guys can't even process a renewal. Like geek squad what kind of so called "geeks" are you hiring especially for customer service because most are international who we "Americans" can barely understand and every time we called geek squad the reception was bad or no one picked up the line. Seriously help everyone out but closing down or hiring some better help. Please!

Geek Squad has been at our home on three occasions to "repair" a Bosch dishwasher for which, thankfully, we purchased an extended warranty. After dozens of phone calls, hours (days?) of wasted time, it is still not fixed. What's more, their *friendly* technician tried to blame the malfunction on us at the last visit. His first effort was "maybe not good water pressure" -- even though the thing has worked fine until just after the 1 year regular warranty was up. Second effort was that there was a small amount of residue in the filter that he cleaned out with a toothbrush - he tried to blame us for not cleaning the dishwasher properly after each and every use! Frankly, the overall customer service experience is nothing short of disgusting and, unless I am absolutely desperate, I have vowed NEVER to buy an appliance from Future Shop again!

Be wary of these Big Box stores and their "computer repair" technicians. I’ve experiencing nothing short of anguish and egregious amount of errors and mistakes on their part. Most recently, I took a computer in to have it looked at for errors upon start up. It appeared that there might be a bug or something causing some startup problems.

My computer is used mostly for business, and has up-to-date virus protection installed. I have however, gotten infections in the past. My line of work requires a lot of internet research so I might be predisposed to certain types of infections.

The last time I had to take my computer to Geek Squad, the Agent, let me know that it would take about 3 days to clean up and return the computer to a usable state. Unfortunately, it took over 7 business days to get my computer back. The original quote of $149.99 turned into $349.99. In the end, I got my PC back, late and over estimate. They informed me that I needed a new hard drive.

Once I got the computer back, I still was having issues with the new operating system installation. Apparently, once they installed the operating system, they left a few issues unresolved. My computer was missing the data, the computer was starting in a weird mode that I could not get it out of and It was incredibly slow to start and restart.

I began to look at reviews of Geek Squad, and I came across this site. One of the users suggested SecureRemoteSupport, as a possible alternative to Geek Squad. After doing my research I contacted them to repair my still broken machine. After a brief diagnostic period, which I did not pay for, they informed me that there was nothing wrong with my old hard drive and that I had been scammed by Geek Squad. John was able to get my computer up and running using the old hard drive and after a few hours, got the infections removed from the PC. I didn’t lose any data and I didn’t have to reinstall any programs. Additionally, John offered me LIFETIME protection software for the computer. While expensive, it is guaranteed. Geek Squad won’t do that.

I was able to go back to the Best Buy Geek Squad and speak to the manager and explain the entire situation. I offered up the invoice and diagnostic paperwork from Secure Remote Support and they decided to give me a full refund. I did have to threaten a chargeback with my American Express. I also returned the hard drive that the Agent said was absolutely necessary for my machine.

Most interesting, while I was waiting in line to speak to a manager, there were approximately 6 other customers in front of me. Of all those people, most of them I heard complaining about issues and problems that weren’t related to the computer. It sounded as if they were experiencing similar issues to me. After reading some of the reviews related to them, I am not surprised there are this many problems with this service. I will not be using the Geek Squad in the future, and I suggest that you don’t either.

Complete scam. Took my laptop in for repair. They charged me $35 to "diagnose" the problem but didn't even look at it. They replaced a good part and didn't even check to see if it would boot up. When I went to pick it up it was in worse shape than when I took it in. Not only did they say it now needed more work, they wanted me to pay for replacing the good part. Total scam.

Bought "Geek Squad" along with new computer, etc. from Best Buy in Plover, WI. When set up at home had some connectivity issues so phoned for a tech to swing by & diagnose & solve problems. I was told it would be 2 - 3 WEEKS before someone could help. Absolutely NO assistance from their scheduling person who would not transfer me to their superior so I could resolve my problems.
I am going back to Best Buy in Plover to get a refund on my "Geek Squad" contract.
Worst case of customer service in my 71 years on this planet.

I purchased a high end laptop from best buy and after 2 months it had a power issue. I shipped it to geeksquad and it was missing the primary hard drive and they unnessesarily replaced the secondary drive to try to hide the mistake. I have spent more than 7 hours on the phone so far and they just bounce me to different people instead of replacing the hard drive they "Lost". I will never again waste my money on geeksquad. The pass the buck mentality instead of taking responsibilty for there mistakes or theft and fraud as I see it is unprofessional. Going on 7 weeks with no resolution at the moment after the 1 month repair.

Agent Chris M2 has been working on our issue ~ he has had us on hold several times over the last 3 days. We are home now and would like to hear from him.

On 2/17/14 I purchased the Harmony Ultimate remote system and scheduled Geek Squad for the installation. Two service Techs arrived on 2/20/14 as scheduled and proceeded to install the remote system. Prior to leaving, the Techs went over everything with me. All was ok! Later that evening, turned on the TV but was un able to change channels with remote called 1-800-433-5778 recording sez all tech busy will call you back provide your tel #. No call back. This AM expected a call from Geek Squad no call. Call 800 again explain my frustration to no avail no one would call back. Asked for tech to call as the problem may be with my fingers. No can do was the reply. So I called Logitech talked with a tech there. We went through an hour of rebooting the remote and the base unit. Did a series of tests and came to the conclusion that the remote was not sensitive to the touch and all the numbers on the key pad were not working. as well as the scroll. When I called the manager at the BBY store and explained the problem He was very insensitive to the problem and told me it was not his job or responsibility to contact Geek Squad to assist in rectifying the problem. So with that I disconnected the Harmony system and returned it to BBY. Don't think I'll be doing any business at BBY for some time to come. PS. As I write this complaint, Tom the installer just called at 3:15 to find out what was going on and that he is scheduled to come out tomorrow. Told him he was not needed that it was not his fault and that he should inform his Manager what my complaint was about and that he Has my tel # if he wishes to call. Good Luck with that!