Magnolia, Dallas TX

Terrible support at best, completely zero support at worst. I purchased a home cinema, audio, home security, and network in 2022. I’ve had nothing but problems since day 1. Nothing was set up correctly or works. Any time I could get someone to troubleshoot they’d say the previous person set it up wrong and make changes. Problem (s) weren’t resolved. The next person would say the previous person didn’t configure it correctly and make changes. That wouldn’t work either. I’ve been trying to get support all year, it’s now August. I can’t get a reply via the app or to messages, emails, or phone calls. Back when I could get in touch with someone, they’d argue that there was no problem because they couldn’t see anything on their end. They were condescending and rude, dismissing my tech issues as fabrications of my imagination. Meanwhile I’m home with internet, tv, projector, speakers etc etc that don’t work.

The entire home cinema is clunky and buggy. They bit off more than they could chew technically and the whole installation was clearly beyond their capabilities to spec, configure, or support. They installed a TV, audio, projector & screen in the same room that could be used interchangeably via the Savant remote. This hasn’t worked smoothly ever.

I have to restart the main tv every time I switch it on otherwise it says no wifi detected and apps won’t open. The projector flashes blue light and movies crash.

During one of their many visits they turned up with a JBL and swapped it with the marantz they’d spec’ed. No explanation other than it would help everything work better. I didn’t want and hadn’t bought anything JBL but said nothing because I was so desperate for everything to work. It made no difference. During visit 5 or so they noticed that half of my ceiling speakers hadn’t been configured and weren’t playing. Then once on one was buzzing and had to be replaced after I complained.

Another time they said the problems may be the Apple TV device because it’s known to have problems with set-ups like mine. They swapped mine for a new Apple TV device. That made no difference. Why use an Apple TV device if it’s known to have problems with my installation?

When they ran cables in the attic they piled the insulation up leaving my attic floor bare. When Summer arrived the house was sweltering and my electricity bill was sky high until I saw what they’d done. When I complained they wouldn’t return to lay the insulation back on the attic floor how they’d found it.

Using their support app is as useful as shouting into a black hole. The app shows my internet is down, I can’t do a speed test or see anything so I clicked the option to be emailed a report. The report shows my internet has been down since March. It isn't down but I guess it’s no longer connected to their Support app. I pay for that (nonexistent) Support and was just auto-charged for another year.

I can’t re-boot the wifi without turning power off and on at the fuse box outside. I can’t log on to the wifi interface because they wouldn’t give me the user name and password to my own equipment saying they’ll support it remotely. When it randomly flicks off it takes 40+ minutes to fully reconnect.

I spent (wasted) an obscene amount of money that I now deeply regret because nothing works. A TV with a cheap netgear would have been better by a mile. I was promised the world by Sales and in reality it is the most disappointing purchase of my life. If I could get a refund I would do it in a heartbeat. Whatever you do, do not buy anything from Magnolia in the Central Expy Best Buy or you will regret it. They have no idea what they are doing and nothing will work. You will be left with very substandard or a flat out non-functioning system.