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Best Buy Your Customer Service Sucks!

Best Buy Canada_jpgYet another example of how the little things drive me nuts when it comes to customer service. This may not be a big deal to you but I think it is from a customer service perspective.

I had the privilege of taking a young lady out to buy a brand new Laptop, her old one decided to sleep full-time so a replacement had to be found. I took her to every computer store in my community and we also stopped at the Brand New Best Buy store, it’s only been open for a couple months. We found a cute little Mini HP, it was pink and she just loved it, had to have it. We stood around for at least 10 minutes before I finally flagged a young fella down and asked if they had this model in stock. We waited longer as he had to go back to check, then he got snagged by another customer. By this time a different sales rep asked if we needed help and I told him that guy over there was helping us but he appears to be busy. He went over and was told they did not have the computer in stock, they only had the demo available, I said no thanks I want one out of the box please. He said sorry we don’t have one and started walking away. I asked, does one of your other stores have this model in stock? His response was I don’t know, I said, can’t you call them? He said sure I can do that.

As you can see this is starting to go down hill. He left and we walked around for another few minutes, he came back and said the line was busy and he would try back in a couple minutes. No worries I said. Then 10 minutes went by and he was nowhere to be found, I went back to where we last talked to him and he came out of the stock room and I snagged him again. He said, OK I’ll try again and left us again.

A short time later he stumbled out and told us that the Langley store had three in stock. You can guess my next question, great, can you have one shipped here for us? He said, we don’t do that. WHAT! I exclaimed, your kidding right? He said I would have to drive to Langley to buy the Laptop. Stunned by this news jokingly I said thank you for nothing. The other store is 40 minutes away so we decided we would go the next day but still couldn’t believe that they won’t do a small thing like send a Mini HP Laptop to another store. Is that not supposed to be good customer service, go the extra mile and all that stuff. I know they have inter store courier service, why not put a computer with the same courier?

The next day I was still miffed, the story is, I drove to Langley and bought the Laptop. I still have to buy an external Optical Drive for this laptop, but I won’t buy it from Best Buy for fear I might have to drive to another town to get it.

Best Buy Your Customer Service Sucks!

P.S.

Be sure to Read Danny Brown’s article here!

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  • http://www.Hyperpcs.com Robert “Butch” Greenawalt

    The expectations of the customer are not much different between an online shopping experience or a retail one. If you have had (or know of others) who have had any sort of a negative experience within any area of a business, it seems highly unlikely that you should expect to receive anything different. The irony of the situation is that the next time you find yourself needing to buy something and subject yourself or your companions to this same sort of treatment you’ll find yourself at that very same store again. Here is an excellent case in point http://bit.ly/70rvSG.

    • Owen Greaves

      Hi Robert,

      Thanks for your input, I’m not sure I’ll be back to the very same store but you are right. One the challenges is, we forget how we felt the last time it happened and we wonder right back to the same store thinking it will be different this time. I have other options here, this was my very first experience with Best Buy in this brand new store they opened up here in my community. None the less, store 2 store transfers are common place and they should be, they failed to deliver on a very simple, rudimentary service.

  • http://www.hardcorefaith.com Christian St John

    Owen, I feel your dilemma. I too have had crappy service at Futureshop (a sister company to Best Buy) and I swore I’d never go back… but the deals are too good :) The thing is, you and I had the privilege of shopping at Christmastime (I presume that this happened recently). When anyone does this they need to remember a few things:

    1. It’s Christmastime – When it’s Christmastime box stores (well, any store in the city) tend to get very, very busy. As such the whole store becomes like a school… 1 staff member for every 30-40 customers (school = pupils). As such can we really complain if things take a while longer. These poor staff members often don’t even get time for breaks or lunch at this time of year.

    2. Seasonal staff – At this time of year we must remember that in box stores over half of the staff members are nothing more than college students looking to make some extra cash. As such they often don’t know the system and the way it works with customers. And often they don’t care too much. As I said, they’re not there for a career change… just to make some money.

    3. Pushy customers – I was in a post office the other day and the line backed out through the door. Obviously I went to the back of the line and waited my turn. However, a woman, who must have thought it her birthright, walked right passed the line and went straight to the front of the line. I, as well as everyone else, couldn’t believe what we had just witnessed, especially since she pushed in front of an old lady with walking frame who had been waiting for about twenty minutes. You know me Owen… I had to say something and as a result I got the woman sent to the back of the line… which was behind me (she starred daggers into the back of my head for about fifteen minutes). If other people jumped on your guy then you should have followed him and said something to those who would jump into your spot.

    4. It’s Christmastime – Remember not to get too upset at this time of cheer. Remember that God loves the college student looking to make some money, the rude customers who spot jump, and even us when our patience runs thin and we loose it!

    Love you bro’
    Keeping it real
    Chris
    http://www.hardcorefaith.com

  • http://outdoormediaresources.com Sherry Kerr

    I had a bad experience with Best Buy’s customer service just today. I bought a Blu-Ray player online and picked it up at the local store, a service Best Buy heavily promotes. It didn’t work, so today my husband took it back to the store to exchange it for another of the same model that hopefully would work. Since they had the same model in stock, it would seem the exchange would be a no-brainer. However, the clerk refused to make the exchange “because it was bought online.” She said the only way they could handle the transaction was to refund the purchase price, then sell another one to my husband. He accepted the refund, then found the price was now $60 more than I had paid for it. He called me, and I spent the next 2 hours on the phone with Best Buy before we finally got a replacement product at the same price I had originally paid. And the phone agent had the nerve to complain to me that the local clerk had complicated HER life by mishandling the transaction.

    • Owen Greaves

      Hi There,

      It’s unfortunate but it happens everyday me thinks, I have yet to hear from the Canadian people, you should write and or contact bestBuy USA on Twitter and see what comes of it.

      Thanks for your comment.

      Owen

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  • http://whybestbuy.com Why Bestbuy

    Thought your story was a great example of why Best Buy should tell their employees to care about their customers and see one customer’s purchase all the way through to the register. Posted a link to your story on my site. Go and check out some of the other stories of Best Buy that make you scratch your head and say “why, Best Buy?”

    • Owen Greaves

      Hi,
      I reposted the story out of frustration, well, I was chatting with another disgruntled person who had a similar bad experience here in Canada. The USA online team are all over it for the most part but they still don’t do a good enough job of making it right. Eventually, the world will dictate what happens to companies, word of mouth will in the end get their attention I think.

      Thanks for the link,

      Owen

About Owen Greaves

Owen Greaves

I’m a Futurist, I write, speak, and teach the open & free business model, and the future of business. Create. Differentiate. Deliver. It’s a paradigm shift, I help you increase profits by changing the way you think about business.