Best Buy Informative - Response to Posting and Email to Several Head People
FAIRLAWN, OHIO -- After posting my review here I decided to email it to as many head guys at best buy at the following email addresses:
All but a couple went through.
This is the response I received:
"Good Afternoon Mr. ****,
Thank you for contacting the Best Buy corporate office. Your email was received by our office, and forwarded to my desk for review and response. I appreciate the opportunity to respond to your concerns. I was deeply troubled when reading your email about the service, or lack thereof, you received regarding the servicing of your camera.
It is certainly not our intent to have our consumers feel inconvenienced when having products serviced at our store location.
A consumer's convenience is of great importance to us. Obviously, we failed to achieve this goal in this particular matter. The fact you noticed this on the servicing of both your computer and the camera is very troubling. I can assure you that this is definitely something I will have investigated immediately. We realize that the competitiveness of the industry in which we operate does not allow such service lapses to occur. I thank you again for bringing the matter to our attention, as it does give us the opportunity to take the steps needed to ensure these lapses do not occur. We do not wish to alienate our consumers, and we stress the importance of providing great pre- and post-sale customer service to all of our employees, and trust that our management leads by example.
As a company involved in retail, we realize that service is ultimately what drives consumers to purchase from a certain location. I would certainly understand your reluctance to visit our stores again, but trust that if given another opportunity to become your electronics retailer of choice, we will not fail you again. Please know that we do strive to provide the best service possible, and appreciate hearing about these types of situations so that we may take the appropriate actions needed to ensure they do not happen again. While we do not like to have these situations occur, we do value the opportunity to rectify them. I was happy to read that the store was able to sell you a camera to use while yours was fixed, and that they would waive the restocking fee if there was no damage.
Currently, we do not have a loaner policy in place and this is the process the store can follow if the situation warrants this. I encourage you to return the new camera to the store to obtain your refund under the conditions the store relayed to you at the time of sale. At this time, we cannot compensate you for the price of the camera since your repair was successfully completed. For your inconvenience, I will send you a $50 Best Buy gift card. I will send this to 976 Rocky Brook Dr., Apt. C, Akron, OH 44313. Please allow 2-3 weeks for this to arrive. I hope that this will cover the expense of your getting memory for your camera. Please do not hesitate to contact me with any other questions or
Best Buy Customer Care
(612) 292-0056 Direct
(952) 430-3020 Fax