Wednesday, January 21, 2009

Best Buy's Customer Service

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
Peter Drucker (1909 – 2005), management consultant, writer


Have you noticed that Best Buy seems to have taken up the same customer service practices as their now out-of-business competitor Circuit City? I received a $20 gift certificate based on my purchases over a period of time. I went to buy a CD and because it was less than $20 they could not process it. I told the woman fine keep the extra money and she said she could not. I had to add two packets of candy to bring the balance up to a tad over $20 in order to use the certificate. What a pathetic method of gaining a few cents or dollars more from their loyal customers.

This is the second run in I’ve had with customer service. The first was aggravating enough that I wrote a letter to the CEO, but to the true form of their customer service there was no reply.

And, in true form of customer dissatisfaction I have stopped shopping at Best Buy, and I was a consistent and loyal buyer, but no more.

17 comments:

Tim Fisher said...
This comment has been removed by a blog administrator.
The Misanthrope said...

Tim Fisher, I have to admit that the spam is getting better, but the bottom line is it is still spam. good-bye.

Jack said...

That is simply ridiculous.

The Misanthrope said...

Jack, that is what I thought. If they are going to give me $20 let me spend it in the store anyway I want.

Anonymous said...

Wow, how trivial. You couldn't stand to spend a couple extra bucks? Reward Zone is free, it's not like you pay to be a member. There is no start up or annual fee. That $20 RZ Certificate that you received in the mail or through email is a gift from Best Buy to you, for being their customer. If you really cared about some mere dollars and cents, you could log on to BestBuy.com's Reward Zone page, and CHANGE the amount of the certificates to $5, $10, $20 and $50 increments. I would have advised you of this and let you print them out in my department if it made you happy. This customer service rep or cashier was just doing her job, however she could have informed you of this. She could have been new for all you know. Their customer service is great, but you just don't understand there are guidelines, and many associates don't allow customers to walk all over them.

The Misanthrope said...

Dear Anonymous, I agree it's very trivial. The Reward Zone is anything, but free I have spent hundreds of dollars to receive my credit and you would think that would allow me to spend it anyway I would prefer. I was willing to give up the extra couple of dollars, but that wasn't good enough.

BB's customer service is lacking because there are a number of sales reps that just don't care it's not part of their job description. I have several examples of poor service. As I posted, I will do what dissatisfied customers do stop supporting businesses that don't provide the service I expect as a good customer.

Anonymous said...

I've come to expect a wide range of terrible customer service situations from Best Buy. Most recently I was flat out lied to and the salesperson tried to tag on over $300 in extra services for a T.V. we purchased without our knowlege. We even discussed it, declined the setup and other services, and then he put them on the form anyway on the way over to the checkout counter. I'm not too worried, if they continue to hire college dropouts and other losers as employees, they'll just go under in a few years like Circuit City.

Anonymous said...

The reason you can't use a reward zone certificate on a purchase less that what the value states on the card is they can't give you cash back for the certificate. If you didn't want to spend your extra dollars then the price could have been marked up to the exact twenty and you would have owed nothing. Of course you would have paid more for it. The reward zone program is used to keep you coming back to Best Buy. And it's pretty stupid for you to say it isn't free. It is free. Yeah you did pay $1000 to get that twenty back but if you went to Walmart and spent that what would you get back? NOTHING. So why bitch about having to spend "few extra cents or dollars"? That's how much a cd just cost you!! And I'm sorry to tell you this but that's how it has always been with the reward zone certificates! It wasn't just taken up now that Cicuit City is going out of business. I'm also sure that Best Buy has noticed that you don't shop there anymore. Like a previous poster said.. you could change the amount you receive at a time. But to be honest I'd rather you still stay away from Best Buy. I'm sure one less person like you shopping there is a plus for them.

Anonymous said...

all you stupid assholes are why we at best buy tend to ignore you or are not willing to help. you bitch about a free, i repeat, FREE service because you expect us to hand you the world. there are guidelines and rules we have to obey and you stupid assholes continually harassing and bitching at us won't make us any more willing to help you. i deal with you jerks every single day at geek squad and it makes me sick knowing i have to come into work and deal with each and every one of you mouth breathers. just shut the fuck up and let us do our job. we're paid to do what our department says, not put up with your bull shit.

Anonymous said...

oh, and if you think just one of you no longer coming into best buy is gonna matter, do you honestly think we notice? we get HUNDREDS upon THOUSANDS of you a week. one of you will not affect us in the least, if anything it gives us a much more pleasurable working environment knowing you won't be coming in to annoy us with your stupid questions, and retarded stories.

Anonymous said...

Seriously, this is the thing about working at best buy. We have one person who says he wont shop anymore cause he doesnt like the fact that he cant use his $20 free piece of paper towards any purchase he wants, and another guy who says were college dropouts for working at a department store for something we have no control over. Now that CC is closed its so busy that we dont even have to worry about assholes like these guys we can actually choose to help customers who are actually there to be helped not bitch.

Anonymous said...

i couldn't help but notice you said that reward zone is free. when they first started it it was 10 bucks to join.... just an fyi

Anonymous said...

This is absolutly rediculous how pathetic are you people. First of all who are you to insult thhee employees of this company at least they have jobs and are not just suckinng the government dry. Secondly I can tell you as someone who works retail that it is not an easy job you have to put up with people's bitchy attitudes all day long so if from time to time you get someone who is a little cranky try to understand. Thirdly I would like to see you people do our jobs with half the class we have. Why don't you talk about someting a little less trivial.

The Misanthrope said...

Frankly anonymous, you should forget about this and go to school and get an education. You obviously have a lot of passion, you need to direct constructively.

Boris said...

This is a dumb post, any retard knows that coupons or certificates that take five dollars etc off of a purchase have to total over the amount of the certificate before tax. Now if you would have read the coupon i bet it would have setteled any issue you would have had, my guess is you didn't read it. It doesn't matter that it was best buy. if you would have had one of walgreens similar register rewards coupons they would of told you the same thing, they would have most likely been ruder but I digress. Don't blame your misunderstanding on somebody trying to explain to you what you obviously don't understand. You mentioned to someone else they need to continue their education perhaps you should do the same if you can't understand how a coupon works, idiot.

Anonymous said...

I love how The Misanthrope assumes anonymous doesn't attend any college, when in fact a great percentage of Best Buy employees are college students.

Anonymous said...

Okay so Misanthrope sounds like he really has nothing better in life to do but find things to Bitch about. Yes reward zone was $10 in 2002 but when they made it free, they credited the account $10 to all those who payed for it. Best Buy is not going out of business anytime soon. We just opened up 4 more store this yr in US, and 2 in Mexico.... So Yes losing your business does have a miniture affect, but you will be back when you come to your senses.