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Best Buy Online Do Not Use!
Posted by on
Rating: 1/51
FINDLAY, OHIO -- I wanted to buy a mechanical keyboard, and I accidentally bought one without a number keypad. I called to make an exchange, but I was told that I could not return it to the store because it was a special order. I would have to pay shipping. I bought the keyboard from Best Buy because there is a store close by and you can return items to the store. I asked how I was supposed to know it was a special order, and they said, well because it says it ships in 1-2 business days. Yes folks, you are supposed to understand it is a special order by this strange shipping condition. But wait, because it gets much better. I was then told that I should have known it would not have a number keypad because it is a gaming keyboard. I am typing this message on my Razor Anansi with number keypad. I have a $3k gaming computer that came with a full keyboard.

I tried to explain that the description did not mention that it did not have a keypad, and I did not really look at the tiny picture because it was just a plain keyboard. I tried to point out that a standard keyboard comes with a number keypad. But I was told that I should have studied the picture to determine if it had a number keypad. When I complained that I did not realize that it was a special order subject to special return rules, the escalation department then told me that I had not called about special order status. He informed me that I had called about the number keypad. I had to insist that he listen to what I had to say so I could explain that I bought the keyboard from them because I could return it to the store. He was rude, abusive, condescending, and completely unreasonable. When I asked him why he did not want to work with me to make an exchange, he again pointed out that I was basically an idiot for not seeing the keyboard did not have a keypad.

Do yourself a favor and avoid Best Buy online. I have bought a ton of stuff from Amazon and have never had such a problem. They have the exact same keyboard I wanted at the same price. Best Buy is going out of business for a reason. There is no excuse to treat an online customer like this.

Follow up: When I went to ship the keyboard back to Best Buy, UPS could not find the address that was pre printed on the Best Buy Return Shipping Label, so I had to call them from UPS to find out what was wrong. It turns out the label you get has the WRONG return address on it! They cannot even print the correct return address on their own return
address label!
     
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Extremely Bad Customer Service, as Well as...
Posted by on
Rating: 1/51
FORT WORTH, TEXAS -- First off, in order to receive any type of customer service you have to be approached. Almost every time I go in to BestBuy (even if the store is practically empty) I have to hunt down an employee for help.

Today (16AUG2013) I have a return, I just bought a new vehicle and am needing to return a radio purchased through BestBuy just a month and a half prior to this day. I am told by a cashier that because I am not a "Silver Rewards Member" that I only have 15 days to return an item, and offers to return the $17.99 antenna conversion for the radio that was bought at a later date. I Purchased the radio for $249.99.

I request a manager, who honestly did not seem to be the slightest bit interested in my ordeal. He came off as very "Smart Alec" and unconcerned. He again pretty much told me the same thing I had just heard. At this point I even offered to take store credit and spend the "credit" in his store today. He looked at me with a blank stare and repeated what he had just told me. I asked for the store manager, he replied "That's me". I have his card and he is clearly not the store manager; he is only over a particular dept.

I said "okay give me a corporate number with your name, number, and store position". He did, and when I asked for an extension to the "1-800 #" he gave me, he refused. I asked him again for the extension and he laughed and refused again. He started talking while I was, so I spoke over him asking him again for a return. He then proceeded to call the cops and said I was "disturbing the store". I gathered my stuff (that I no longer have a desire to own), and left.


I will never return to BestBuy, strictly based on the consistent HORRIBLE customer service and the lack of responsibility that the store and their employees have for their repeat customers.
No wonder this corp. is going bankrupt. At least Circuit City had great customer service. What happened to the day's when companies stood behind their product and bent over backwards for the customers? Oh, that's right. We got rid of all the "Mom & Pop" operations and bought them out.
SUPPORT SMALL BUSINESS !!!!!!!!!!!!!!!!!!!!!!!

Sincerely,
An Army/ Iraq Veteran of the United States of America.
     
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Galaxy Note Not Replaced
Posted by on
Rating: 1/51
LEWISVILLE, TEXAS -- I have a Galaxy note phone. I accidentally dropped my phone and broke the screen. I went to Best Buy to return the phone.Because I have insurance on the phone. When I went to return the phone the Best Buy associate wanted to give me a loaner phone. I didn't have a problem with that. THE PROBLEM WAS WHEN HE TOLD ME that I HAD TO WAIT 2 WEEKS JUST TO GET MY PHONE BACK. That's ridiculous really 2 weeks just to receive my phone back really. BEST BUY doesn't tell you that when you purchased the insurance. They tell you if something happens to your phone you don't have to wait to get a replacement for your phone. YOU CAN REPLACE IT THE SAME DAY. Well that's a lie. WELL THE LOANER PHONE was REALLY DIRTY, AND BEAT UP I ask the associate could I just keep my phone until MY PHONE comes in, he told me that was fine. And HE TOLD ME AGAIN THAT my phone would not be in until 2 weeks. The associate told me that if my phone wasn't in 2 weeks, that Best Buy would give me a new one. So he processed the order and gave me a copy of the requisition order, and told me it would be 2 weeks. I AGAIN asked I him that this would not be a problem since I kept my phone he assured me NO THAT IT WASN'T A PROBLEM.

Well 18 days later and no phone!!! the manager ALLEN TOLD ME THAT IT WAS NOTHING HE COULD DO!!!. Like I TOLD HIM THIS WAS NOT MY FAULT.this was and error on their part. Allen was just didn't care!!! That just let me no that customer service and appreciating customer service is not appreciated or maybe it's because I'm a B.F.
     
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Disappointed And Frustrated !!!
Posted by on
Rating: 1/51
LAKEWOOD, CALIFORNIA -- My daughter ordered an open box Macbook Pro and got a confirmation. Another email was sent to me by Best Buy saying "ITS READY FOR PICK UP" this email was date stamped July 10, 2013, 8:04:22 AM PDT.

I drove 30 miles to Best Buy Store # 127 in 5101 Clark Ave, Lakewood, CA. I was there today, July 10 at EXACTLY 11:35 AM - the store Camera can verify that ! I'm the guy in Blue Shirt, and Dark Pants in the STORE PICK UP COUNTER.

A store associate (White Girl / or Latina, Blond - please verify your camera!) took my pick-up confirmation copy and I was told THEY DON'T ACTUALLY HAVE THE ITEM AVAILABLE !! I talked to the White guy by the main entrance and asked for the "MANAGER" to help me out. He called somebody, another white guy who I assumed is the "MANAGER" checked my paper work went to the pick-up counter and talked to the girl that accommodated me and I was told, the same thing: they don't have the item available !!!!!!


Now both of them told me there is a exact item in Best Buy in Westminster CA ( Another 15 or 16 miles away! ) and they can transfer my order in there and pick it up right away. I have some more questions buy both the "MANAGER" and the clerk left me in the counter!!!!! so frustrating!!! CHECK YOUR STORE CAMERAS GUYS!!!!

I drove to Store #111 Westminster CA, and was informed that the order is not ready yet, that if I'm in a hurry, they can cancel the order and I have to pay upfront to get the item right away!!! The girl in the counter is a young Latina. I was just so mad and frustrated because they didn't even do anything to help me or facilitate the order....The time I was in the counter is around 12:35PM. Again, The store camera can attest to that -

I have all order paper, confirmation, and pick-up order emails in hand. I can email this to anyone who is interested to investigate this scenario. Again I challenge these stores and the Managers to look at the cameras !!!!!

Please improve your customer service !!!! Don't waste our time, money, gas and effort !!!!

By the way, I don't complain and Hide; My Name is JOEY NARTE, email me at joey.narte@gmail.com and my cell # is 310-483-8711
     
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BestBuy Is Now WorstBuy... Loyal Customer No Longer
Posted by on
Rating: 1/51
SEATTLE -- BestBuy sold me a lemon iPhone and failed to replace it although I was paying them $23/month for insurance. When I upgraded to an iPhone 4 last year, BestBuy’s Mobile salesperson talked me into signing up for the protection program, assuring me that it would cover replacement for my phone if anything happened to it. BestBuy started charging me $22.97 each month. My iPhone 4 had a chronic problem: when I received a phone call, after the call connected, the person calling me could not hear me for 8-10 seconds, and they often hung up, thinking the call had failed. The same thing happened when I placed outgoing calls—I could hear the other person answer, but they heard me only after a delay. Again, I got hung up on frequently. I took the phone back to BestBuy, and was told they were sending it in for replacement.

When I received the “replacement,” not only had the problem not been fixed—now the phone also regularly dropped calls mid-conversation. This happened in areas where service was 4-5 bars strong. Sometimes the phone dropped out twice or more in a 20” conversation. It was completely unacceptable.

I went back to BestBuy. This time the Mobile representative I spoke to told me they hadn’t actually replaced my phone the first time I brought it in… they had “refurbished” it, and the delayed connection and dropped calls problems were related to a software issue. He uploaded some software patch and assured me that this time it would work. It didn’t. Each of these visits to BestBuy took 2-3 hours, not counting driving time—just waiting for a representative to be available and waiting for them to address the issue. I was fed up, and stopped in at my neighborhood AT&T store, where I was told I just needed to replace the SIM card. I tried that, without success, so I gave up and went back to using my iPhone 3, which actually lets me talk on it without connection delays and dropped calls. I posted this only after trying without success to get resolution from BestBuy Corporate Customer Service. That's why I use an iPhone 3 while I wait for the contract to run out on my unusable iPhone4.
     
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Deceptive business practices
Posted by on
Rating: 1/51
PHOENIX, ARIZONA -- I recently had an experience at Best Buy that suggested some highly unethical and predatory practices. I purchased a Nook that was defective, stopped working after using twice. Best Buy refused to allow me to return it though it was within the guidelines of their written return policy. I was able to work directly with Barnes and Noble for the return of an item I bought at Best Buy.

I wanted to share some of my research on the current unethical practices engaged in by Best Buy that corroborate my recent interactions with them that reflect their malevolent intents and attitudes toward their customers, as written in Forbes Magazine, as quoted here:

"Employees, I learned, are strongly conditioned to see every customer who walks in the store as a potential target, one who needs to be coerced into buying something other than what they came looking for.
But you can't treat the customer as an adversary in a battle of wills. You can't provide superior service when you've been drilled to view each person who walks into your store as prey. You can't be a trusted source of expertise on consumer electronics when, as many former employees told me, failure to follow the company script means getting your hours cut or simply being fired.
Best Buy employees are trained to focus on customers. But not so much to serve them as to overpower them. It is not being "customer-centric" when your laser-beam focus is on sizing the customer up and looking for weaknesses in their resistance to buying products and service they didn't come looking for."
http://www.forbes.com/si…
As described above, my own experience above reflects to a T what Mr. Downes has identified. While everyone knows a defective item is returnable according to written policy, Best Buy staff "sized me up" and determined I could be conquered, and they were determined to do so for the simple reason of their vulnerability to job insecurity, including the possibility of being terminated, and certainly being excluded from promotional rights and privileges, as well being judged as weak by their peers.
In conclusion, I could have taken to task Best Buy staff, and probably would have won, but the more humane interaction with the on line company Barnes and Noble , was less time consuming and stressful. More simple to do, as millions of other consumers of electronics in today's world have done, walk away from Best Buy...forever. I take solace in the knowledge that as Best Buy appears to continue its tail spin, with the continuation of predatory practices, soon to be unemployed.
     
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Charged FOUR (4) times 2 on same day and 2 more 2 months in a row
Posted by on
Rating: 1/51
SYRACUSE, NEW YORK -- Best buy charged me 4 times for the same virus protection. They charged me on March 13, *which was the correct charge. Then again on February 15 for the same subscription, then 2 times more (twice in the same day) on May 15 for that SAME subscription. The two charges in May they debited right out of my bank account. To this day I still have no clue as to how they got in.

They gave me no help on the phone. The guy on the phone (after over an hour of transferring, and them actually trying to tell me that I really did order all that virus protection (twice on the same day??) all the representative had to say was if I refund your money for that ONE virus protection I do want to inform you your computer will be at risk! He was brain dead. I told him I only want 3 of the 4 charges removed, one of them was correct. He just wasn't listening.

Then he got a manager to actually say that there were no charges except the one correct one, then he'd say Oh, I see the extras, and then he'd put me on with someone else and they'd say, Oh, that was for your virus protection .. starting all over again. He even snipped at me. The main thing is, I NEVER used my bank debit card, I never authorized them to make 'automatic payments' as they said I did. (2 of the charges were on a Credit card, 2 came directly out of me bank)

He said, oh yeah, you gave us permission. WTH? I did NOT give them my card, or bank account. To this day STILL no refund. I had to change my card numbers so this doesn't happen again.
     
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GPS Receiver missing SD card
Posted by on
MARLBOROUGH, MASSACHUSETTS -- 11/28/2008
Best Buy Customer Service
Dear Sir (Maddam),

I would like to report my experience with the BestBuy store in Marlborough, MA, more specifically with the store manager.

A few hours ago I purchased a car GPS (Magellan 1212) and after leaving the store I realized that the corner of the package was open. Since I liked the model, I decided to open the rest of the package in order to operate it. It turned out that this unit was missing the SD card. I could not find it anywhere within the package.

I decided to come back to the store in order to return this unit or get an exchange. The customer service told me that if I return it then I would have to pay a 15% restocking fee for that unit. I told her that the unit was sold to me with the SD card missing and if an exchange was not possible then I would like to return it. Since the unit was sold to me with missing contents I do not think I should pay any re-stocking fee.

She called the store manager to attempt to void the fee. The manager initially told me that this unit did not require any SD card (the missing part), but I pointed out in the package contents section that the SD card is listed there. Then the manager removed all the contents of the package. After not being able to find the SD card, he told me that since I opened the package I had to pay the 15% re-stocking fee unless I exchange that product. I told him that was the last unit and that I would like to return it and check in other stores to see if I could find the same model.

He repeatedly asked me if I read the back of the receipt that states about the 15% fee for this class of products. I replied stating that the store sold me a unit with missing contents and it was not my fault. The manager warned me that he was the store manager and he would not bend any rules to resolve my case. He repeatedly stated that there was nothing he could or would do about it. As a matter of fact his tone of voice was demonstrating annoyance while talking to me.
I replied stating that I was very frustrated as a customer. The manager made no legitimate attempt to resolve the situation. I finally asked him if he could look in the store (either in the stock room or on display) for the same model so that we could have this situation resolved. After a few minutes of searching in the store show room only, he said that there was no unit left. I also asked him to find me an SD card for that unit and he aggressively told me that he could not and he would not find nor give me an SD card from any unit in the store, not even the display one.

Since this manager made no attempt to further help me, I suggested for him to find me an equivalent model of another brand. He said that the model Tom Tom ONE 125 was the closest one, but it was cheaper than the one I bought, and he would not refund any difference. It turns out that the manager was wrong since I paid 79.99 for the original model and TomTom in question was 99.99. I told him that since my original purchase was a model with missing parts (which he logged in the system as defective), he should at least give me the closest model available for the same exact price. Once again, this manager insisted that he would not bend any rules for me. He also insisted that if I don’t buy that TomTom, he would charge me the 15% restocking fee and that I should read the back of my receipt. I replied asking: “So I come to your store, buy a piece of equipment with missing parts, try to return it, the store can’t find any equivalent model and I have to pay a restocking fee?” He replied stating that he just follows rules and he does not make them. In addition to this, since he is the store manager, there was nobody else that could help me with my case.

As a customer, I am more than frustrated with the indifference from this store manager that offered no attempt to solve my problem or at least remedy the situation with reasonable options. I felt violated since my only option was to buy a more expensive model. I felt even more frustrated with the type of treatment received since at all times I seemed to be the one that did something wrong. I bought the unit just a few hours ago and I had no chance to use it. I never acted in bad faith nor took advantage of the store policies, such as using the unit for days and then giving it back. Instead, I received a non-functional unit, which was sold as brand new. I understand that the store has policies to discourage customers from using equipment for leisure, such as camcorders and GPS, for a period of time and them return them as new.

That was absolutely not my case. I had no interest of abusing of any policy and I promptly returned it to the store as soon as I noticed the missing part in the package. This was done in just a matter of a few hours. I was extremely disappointed and aggravated with the store manager’s professional treatment since he made no attempt to remedy the situation and he treated me as if I was acting in bad faith at all times. I will certainly take this as my most relevant experience with BestBuy. I will take all the possible actions to file complaints on consumer protection agencies or even in the media, to the extent allowable by the law, since I felt that my customer trust and protection were clearly violated. I will make every attempt to make sure customers like me have more protection against stores like BestBuy.

I hope my words send the right message to consumers and that proper corrective actions will take place in a near future, otherwise this store will be destined to push customers away and consequently follow the course of so many others that eventually went out of business.
     
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Best Buy At Their Worst
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MONTGOMERYVILLE, PENNSYLVANIA -- Retailer’s failing service standards are a sign of the times
Scott M. Primiano

Granted, they are called “Best Buy”, not “Best Service”. And over the years they have been very true to their title, so much so that we have spent thousands upon thousands of dollars with them on everything electronic, including multiple computers, cameras, telephones, vacuum cleaners, kitchen appliances, CDs, DVDs, gaming equipment, GPS devices, televisions, and all of the supporting hardware and software. Though we are not their biggest client, we certainly rank among the most loyal and will always bypass the super clubs and discount stores, paying a little extra and going a bit out of our way for the informed opinions and technical knowledge that is a part of every purchase. Like most folks, getting the right gadget is more important to us than getting the cheapest one.

So, no complaints on the pre-sale side. Everything has always been sunshine and buttercups and would probably remain so. Sadly, we’ll never know because we aren’t going back.

Understand, I am humble enough to know that they won’t know that we are missing. I get the fact that our “account” will be replaced by some other customer, probably a disgruntled Circuit City shopper, and life and business will proceed as normal for the boys at Best Buy. Still, this service break down story is a good one that needs telling and certainly is one that we can all learn from.

The saga begins on August 13, 2008. In the middle of watching the first week of the summer Olympics, our 50” Samsung HDTV implodes. Not violently mind you but with enough commotion to let us know that something inside has gone terribly wrong. Our first thought, of course, was to blame the kids. Once this was ruled out and all apologies issued, we learned that our color wheel had shattered and taken out the lamp along with it. “Thank God we have the extended warranty” we said almost simultaneously. Yes, we are those buyers that inherently trust the recommendations of the sales staff. They always recommend buying the extended agreement and we always abide.

Naively believing that Best Buy’s pre-sale integrity was transferable to the service side of things, my wife called immediately to report the catastrophe. Let the phone gymnastics begin. After holding for 20 minutes or so (annoying but not unacceptable) a service appointment was set up for August 19. No Olympics we thought, but at least we’d catch the closing ceremonies. Upon arrival, the service tech pronounced the injury to our Samsung a near fatal one; however, a replacement part would bring it back to life and that the part would be ordered immediately and be in within seven days. This news put an end to our Olympic aspirations; however, we still held hope for the political conventions.


Then . . . nothing. After waiting for the week and after far too many nights of playing solitaire, another call was placed, another holding episode encountered, lots of transfers, more holding, and then, finally, an answer. “The part would be delivered and installed no later than September 2” said with indifference and complete disregard for the fact that we were now 10 days without a tube, we were to miss the political conventions and baseball’s run for the playoffs and were coming close to missing opening day of the NFL

Then things got way out of hand. September 2nd came and we heard nothing. My wife, having calendared this date as most important, called and spent two-hours, yes, two-hours, including hold times and transfers, trying to find out what was going on. Finally, a supervisor was found and we were informed that the part was back ordered until September 14th. “Not to worry”, “it was Best Buy’s Policy that no customer should be without an appliance or a television for more than 14 days”. Ignoring the fact that we were already beyond the 14 day benchmark, the supervisor instructed us to call back (ugh) in “a couple of days”, to get a special number to bring to the store to get a replacement TV.

On September 4th, this call was placed and another two-hour phone adventure began. This time we were informed (curtly and with the type of heavy sighing that let’s you know that you are an annoyance) that “Senior Management had not yet approved the replacement and were holding off their decision until September 6th”. No appeal, no mercy. What about the two-week rule? Turns out the clock starts ticking when the part is ordered and the part wasn’t ordered immediately as promised but instead on August 23. After pointing out that the delay was theirs and not ours, we were informed (with ever increasing distaste) that records are records. Goodbye, good luck, back to lunch.

On September 6th, the required call was placed and, no surprise, another two-hour cat- and-mouse game ensued. This time, we were told that the special number that we needed for the new TV could not be issued until September 12 because it required time to “process”. By this point, my beloved wife was at the end of her rope and requested a higher ranking supervisor. Magic! Processing time was suddenly advanced and on Monday, September 8th somebody would call with the special number.

As you might have already guessed, no call came and after waiting until 4PM we finally made the call. Good news! This call only took 30 minutes (far shorter than the new normal), and the special number was delivered. We were instructed to bring the TV, the power cord, and the remote to the store where we would receive our new TV. Though we had missed all of the aforementioned events, at least we would be able to monitor the progress of Hurricane Ike. With a daughter and granddaughter living in Florida, this was critical.

Want to see something funny? Watch two grandparents hoisting, lugging, and loading a 50’ DLP into a Honda Pilot. I think that our shear determination made it fit. Anyway, off to the store we went, knowing that we’d be coming home with a new TV as promised.

Unbelievably, things went from bad to worse. Upon arrival at our store – really, the one that we always go to – smiles turned into furrowed brows as we entered. Though we had been informed that we would receive a TV of equal value to what we paid for the original, we were now told that “what they meant” was equal specifications. The problem was, new technology had replaced the old and the old was no longer in stock. Not just in our store but in all others. It would have to be ordered and delivered, perhaps taking another week or so.

After narrating the battle we had fought to get Best Buy to honor the warranty that we purchased for just such an event, after pointing out the list of commitments that had been broken, and after featuring the promise that we would not leave the store this night without a new television, a bright young sales person suggested the next model up - a little larger and better yet the price was not more than what we had originally paid. This lad either had some customer service training or was a member of the common sense club. All he needed, he said, was his manager’s approval.

Enter the manager – Jeff. His is the only name I will use because he is the most noteworthy among all of those that we dealt with. Jeff heard us out and said no, we would have to wait . . . again. Though he acknowledged that his decision was discretionary, it was his decision to make and he had decided. “But Jeff, we hauled the old TV all the way here from home (1/2 hour trip) with the promise of going home with a working television! You have it within your power to fulfill that expectation! Look at our account and look at all of the money we spend here! We are very good customers!”

Answer . . . still “no”. Without apology, without sensitivity, and with complete indifference. My wife indicated that she would, unbelievably, pull out her cell phone and call customer service again to get this sorted out. Jeff replied, “Call whoever you wish but it won’t do you any good”, and then just walked away.

Well, he was right. After another hour spent on the phone with customer service, we were told that the store manager could decide any way that he wished and that they could not override his decision. Hearing this was like being shot in the chest, only less damaging and not as bloody. We had been in the store two-hours, had driven ½ hour to get there, missed dinner, and we were now about to drive ½ hour back home empty-handed.

I asked to have Jeff paged so that I could speak to him one more time. Not to appeal (I had given up) but to let him know that he had seriously mishandled the situation. The points that I made to Jeff are the lessons that I want to remind us all of, for they are basic tenants of baseline service.






• Honor your company’s commitments, even if you didn’t make them.

Jeff informed us that the people on the phone were wrong to tell us what they told us. He pointed out the descriptive language buried in the warranty agreement that said “45 Days” without a TV. He argued his point without considering the fact that the “they” that he spoke of, in our eyes, worked for the same company and were his colleagues. Not some disenfranchised group from another world. Regardless of who made the promises and commitments, they were well documented and clearly communicated. Jeff had an obligation to fulfill them and deal with the disagreement internally.

• Look to make a bad situation better, not worse.

This should have been a moment of magic, a chance for Jeff to salvage a relationship gone bad and to reestablish the good will that had been lost. It could have been and should have been a win/win opportunity. We would have been ecstatic leaving the store with an upgraded TV (faith in Best Buy renewed), the cost was the same, and Jeff wouldn’t have had to pay a third-party to deliver the one on back order. Instead we left disgruntled with a commitment never to return.

• Be empathetic, even if you’re not.

Jeff must deal with service issues all day long and has probably grown indifferent to everybody, so I don’t take his stoic responses and need to get back to his administrative priorities personally. However, Jeff missed the fact that what was happening to us was meaningful and damaging. Rather than being dismissive, busy and bothered, Jeff could have recaptured some lost ground by actively listening, by not pre-judging, by thinking though his responses, and displaying some empathy. Even if he had to fake it.

• Be loyal to those that are loyal to you.

As mentioned, we spend a lot of money at Best Buy. We are easy and loyal customers that follow recommendations and, until now, never complain. I was very clear with Jeff that we had some big purchases coming up – our computers are old, we have the old Iphone and want the new one, our Xbox was shot and out of warranty, etc. I went on to say that we were going to take the money that we would otherwise spend in his store, his money, and spend it elsewhere. His only response was a wry smile that said without saying it, “sure you are, I hear that one all day”. The money lost may not be significant to Best Buy, however, me times a few hundred others may become noticeable. Jeff should have come out of the negative ether just long enough to check my account history. Then he might have realized that saying “no” to our request just because he could was not the best decision he would make that day. Again, there was no economic loss to saying “yes”, only damaging consequences to saying “no”. The ego trip cost Jeff a customer for life.

• Look for saints, not serpents.

From the outset it was clear that Jeff did not believe us. His language and his demeanor were unmistakably accusatory. Rather than listen to the service saga that we had experienced and trust that at least we believed what we were telling him, he immediately determined that we were trying to take advantage of him and the situation; trying to get something for nothing. All we wanted was a television – any television! We had done nothing wrong and had correctly done everything that we were instructed to do over these past many weeks. Even at my best, I couldn’t make this story up.

• The customer may not always be right, but the customer is always the customer.

Okay, I didn’t fully understand the nuances of the warranty agreement. So what. I was working with the information that we had been given, abiding by what we had been told to do, and trusting in the people and promises of Best Buy. Clearly, those on the phone didn’t get the finer points of the warranty agreement either. Rather than focus on what the warranty said, Jeff should have turned his attention to what had otherwise been said, and confirmed, by his service team over the phone.

• Never, ever, let a customer leave unhappy.

I was completely amazed by Jeff’s indifference as I walked out the door. I had spent the time to make these points with him while my poor wife labored through the ordering process for the “specification compatible” TV. As I write, we are still TV-less and bitter. Had Jeff exercised his discretion and common sense appropriately, we would have departed the store feeling redeemed, respected, valued, and whole. In spite of the agony required to get there, the story would have a happy ending. As it is, I can count 15 hours invested in this project, a couple of hundred dollars on a weak warranty, some gas, and a lot of grief and we are left with nothing to show for it. As a result, we are never going back. Not to penalize them (they won’t even notice and it’s clear that at least Jeff doesn’t care), but because they will never be able to reestablish the value, trust, and integrity that brought us there to begin with.


Of course this is one service story out of a million that could be told about many companies in many industries. Personalized, professional, and thoughtful service strategies are hurriedly being replaced by automated responses, indifferent providers, and call centers in India.


In the wake of this experience, I’ll ask you, my dear readers, to take a hard look at your service models, people, and platforms. Ask yourself the following questions:

1. Is distance making us indifferent?

Most service calls are being handled over the phone or through your website rather than in-person. Does this electronic divide insulate your organization too much from the problems and pain felt by your customers? Indifference is a service killer while active listening and taking the time to empathize matter most – even if the problem can’t be resolved. Remind everyone to focus on the client or customer in front of them (literally or figuratively) rather than looking for ways to end the discussion because of concern for the call cue.

2. Does our pre-sale culture of service extend to the post-sale?

If not, you are culturally incompatible and heading for trouble. We all know that it is much easier to keep an existing client or customer than it is to find a new one. And it is a lot less expensive. Regardless of your advertising and marketing programs, your best customers and clients will always come to you from a referral and recommendation from your existing customers and clients. Most of these recommendations hail from satisfying service experiences and not a sale or a bargain. The reverse is also true – bad service experiences travel like a virus and can destroy even the strongest of reputations. And . . . every now and again . . . a guy like me gets upset. Then, Jeff, everybody hears about it.

3. Are service teams empowered and inspired to do the right thing?

In Jeff’s case, he had the power but lacked the inspiration. If Jeff’s staff had been allowed to deal with our situation, no-doubt we would have had a different outcome. One that may not have involved an upgrade. A little investigation by anybody would have revealed that the problem was simple, we needed a TV. We could have used a floor model for a loaner, we would have been willing to pay a little more for an upgrade, we would have probably settled for a smaller TV or a different brand. None of these alternatives were explored and a customer was lost as a result. Encourage your folks to spend the time and explore the possibilities. Let’s not live in a “yes” and “no” service world.

4. Are we investing in service?

Service investments include training, client and customer surveys, and constantly evolving service strategies. The best source for service improvement ideas that keep customers coming back is your front line, not your board room. In challenging economic times, with an obsessive focus on the bottom-line, service is too often viewed as an expense and a place to cut back. The real economics of service tell us that investments made in this area increase revenue by a much greater margin than almost any sales and marketing initiative. Think smart and act smarter. Take the time to listen to your most junior staff and they will tell you what to do.



Finally, don’t be a Jeff and don’t tolerate Jeff-like behavior. Jeff’s indifference to one customer spoiled the reputation of an entire firm in the heart and mind of this customer and, perhaps, in yours as well. Jeffs are caustic and small thinkers; the downfall of too many organizations. Train them, coach them, support them, but do not settle for them.

Side note: This service story is from the Best Buy Service Department and their store in Montgomeryville, Pennsylvania. When ordering the replacement TV, the sales person actually had the audacity to offer my wife the extended warranty agreement!

Be well my friends
     
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NONSENSE CONCERNING GEEKSQUAD
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NEW JERSEY -- The fact is I work for Geeks quad my rate is $13.50 That was starter pay. I do know how to troubleshoot hardware and software properly. I can repair a mother board. And I do have a lot of customers who have nothing but respect for me and my team. I live in jersey. Let me explain a bit more about Geek Squad services not from a agent perspective but from a tech perspective. Heres how it works day to day. Theres usually about 6 people at a time wanting to have their computer checked out. Obviously we cannot leave customers waiting for more than 10 min. We can't have our whole team in the front because there are machines already in the precinct that need to be repaired ( turn around time in Jersey for my store is 3-5 days max.) So the idea is you greet the customer listen to there problem, check machines physical condition, then try to quickly diagnose not fix the issue.

Meaning try to get to the root of the issue and offer services that will fix the issue and boost overall performance. If they accept we then have them fill out proper paperwork and explain that we will call them only if we need to ex they paid for a diagnosis and OS repair (removal of viruses and malware) but diag shows that the hard drive has failed both read and write tests. Then we do call and tell them that the hdd is bad and offer to install a new one only after they have agreed to pay for it.

Other wise they get a call when the job is done. (3-5 B days ). Yes sometimes things are not in black an white. For instance a customers unit boots up to the os not found screen. Yes it could be a f*** up in the bios. Yes it could be a detached cable (pc only) but I cannot sit there and do work for free. Once they agree to the diag. ( Which costs 59.00 And takes max. Of 48 hours. We will get to the bottom of the issue.

Another thing you need to understand is that when a unit is sent to Geek Squad city ( the factory like repair center) repairs can take a maximum of 4 weeks depending on what parts are needed. But usual turn around time is 2 weeks. We have nothing to do with your unit once it leave the store. Ex once the unit is out of our hands there is no way for us or you to contact the service center except via escalations and other work e mails. Yes sometimes things do go bad. Ex (unit gets sent back with a defective mobo), you see instead of waiting for the part that you need. U, the customer constantly calls the store harassing us that you cannot live without your unit. So after 3 escalations. The svc tech gets frustrated and swaps your mobo with one from a similar unit. That has passed basic diag. So you get your unit back.

Aren't you happy wrong a week later it dies again. Who's fault is that. You don't want to wait for the job to be done properly even after I have personally warned you of what could happen. So you got what you deserve. You think you would be more understanding when you came back. Wrong!! You throw a fit and make a scene only to get the laptop shipped out again but this time you did not call not once.

You know I'm sure that there are some Geek Squad employees that are incompetent at best. But to talk as much trash as people do is not right. Agents do not get paid on commission or to upsell.

However we do know what the budget for the day is and care about best buys revenue(at least most of us do)so if were down for the day and there a sale on ram, how is it wrong that every machine I inspect to be running very slow running xp on 256 megs of ram I offer an upgrade of ram. I don't see that evil in that. I'm doing my job as a tech.

Another great tip if you can fix your own PC great I'm truly happy for you that's one less thing to worry about but don't go around trashing GeekSquad because they didn't choose your application or because your a tech for apple. If you can do it then don't bring your machine in your wasting our time. If you have questions which a lot of people do we always give the tech perspective on the issue. Like I said our pay is not based on what we make you spend.
If you want an agent to come to your home go online and get a price list. Come to the store for an in depth explanation. The fact is when you deal with a call operator they might not be to keen on the different complex services and pricing. Maybe its there 1st week. Or maybe you aren't clear enough. On what you need done.

Fyi - you need to do one of two things two get hired mostly all stores require a + cert but if you don't have that but have a credible amount of exp. Then during the interview they will quiz you on questions dealing from troubleshooting to very technical questions (relative to the a+ exam). So no not just anybody can become a Geek Squad tech.

Another fun fact,we do not steal your info. Yes I heard that it was done a year ago at some store . But that was an isolated incident. I personally that no tech be hired under the age of 21. I feel that the incident was a result of pure immaturity. But nothing like that has very happened in my store. I hope if you do need the service that you consider Geek Squad as an option. Some services are pricey but remember the prices drop substantially if its in store. If you feel you can fix the issue then attempt it. After what's the worst that can happen. When you feel cornered and boxed in come in to Geek Squad, And talk to an agent

Thank you


     
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