I feel the need to chime in here. I am an ex. Best Buy installer and Tweeter installer.
What happened to that civic is NOT a good example of a normal day at a chain store. I was a supervisor at my store, and I had good techs. They would never have done anything like that. Bottom line, every shop can have hack installers. Ii don't care how high end they are. Realistically, I was one of the best installers in the district. I regularly fixed problems that other BBY's could not fix or make work.
Yes I worked on European cars. If your judging a shop by the willingness to work on a Euro car your out of your mind. They absolutely suck to work on, and if someone turns you away it may be because they are smart enough NOT to risk your car. I did alot of old Benzes too, and I was one of the only shops anywhere in the area that would touch one.
I had a situation occur similar to this in my installation bay. I had an idiot installer butcher a couple pieces of trim on a pretty much new car. That was his last day as an installer, and BBY paid the claim with no questions asked. He was a good guy, but exercised very poor judgement. He was written up and moved to the sales floor where he excelled.
Another thing, training is all but non existent in these stores. I personally trained most of the installers that I had. There are often situations where you have to make "the call" as to what to do. Personally? I think this guy made the WRONG choice and should have spoken with the customer.
Evan
BTW, I fixed more then a couple installs from BBY, Circuit and Tweeter. Some from that very Vernon Hills store....