Best Buy & Geek Squad Policies

[Vandeervecken]

  Yes I talked with the GM there and another of the manager's at that store.  I do believe that they are taking this particular incident seriously.  However, I have started another thread here because when I started telling friends and coworkers of my experience.  EVERY single one of them who has ever shopped at Best Buy had stories that equaled it.  Given that, and given the daily litany of horror stories on this forum, I am curious as to why Best Buy has not massively revised their employee training, and B: why they have not done something serious about fixing the 888-Best-Buy number.

  Don't you see these things as a part of a complete systemic failure to understand the basics of customer service?

[Vandeervecken]

  Thank you.  I'll ask him.

[Nemesiis]

Could you post a link to that other thread you mentioned please??

I agree wholeheartedly that Best Buy needs to do a major overhauls ESPECIALLY with regard to the 1-888 lines.

[Vandeervecken]

  Sure.  http://forums.bestbuy.com/t5/Best-Buy-and-Geek-Squad-Policies/Amazing-List-Of-Poor-Service-Experienc...

  I think of Best Buy were to do some serious research they would find they have a reputation is one of the worst place when it comes to customer service.  We've been discussing this on Facebook and the best comment from that discussion was that one guy found that he got decent service 1 time in every 3 visits.

  Their prices keep them alive, but their service is horrific.

[Nemesiis]

I'm sure it's only a matter of time before online stores put companies like Best Buy out of business. There is simply no benefit to shopping there.

I'm shocked by how many people can match my BB horror story with one of their own.

It's particularly disheartening because I am a former employee. I worked in the Home Theater department, I once spent an entire hour on the phone with an elderly person talking them through the setup of their new TV.

Somehow I fear that if my grandmother were to require similar assistance there would be no employee willing to offer it.

It's almost amazing how they fail so completely to offer even basic service.

[Vandeervecken]

  It amazes me the daily list of truly horrific consumer service nightmare stories I am seeing posted here every day.  Is Best Buy trying to go the way of other failed chains?  Does anyone there notice that the economy is in the toilet and that Wally World and other places sell everything you do?  Given that the employees in the stores seem to view the customers as an interruption to their day that should be barely tolerated, and given that the 888-Best-buy number to complain to is worse than a joke.  (I was hung up on repeatedly, never called back, and when I finally did get to talk to a supervisor named "Carlos" he was exceedingly rude and basically told me my only choices were complain to the local GM or email the CEO, but I was not allowed to have the CEO's email address!  LOL)

  I have 30 years in service management, including 10 years as a corporate opener, going to new stores and training their staffs from the going up.  Best Buy stinks at customer service, everyone I have told my story too in the last few days has stories that equal it to tell.  I'd SERIOUSLY suggest Best Buy do what Starbucks did last year.  Close the whole darn chain for a day or two to retrain your staff in what customer service means.  Clue one, the customer is the sole reason they have a job, not an interruption in their day to be barely tolerated.  A customer service phone number dedicated to dealing with customers that are already upset should not hang up on the customers EVER much less more than once.  If there is a disconnect they should be called back immediately and apologized to at the least.

  Seriously in the age of the internet, everybody is a critic, and if Best buy does not get proactive on its horrific customer service, it will not be here much longer.

[SlimJim77]

Welcome to the forum, Vandeervecken.

You post is well noted. You do realize that Best Buy has created this forum, yes? You do realize that no other retailer provides such a venue to voice concerns such as yours, yes?

There are plenty of issues that get resolved in this very forum. If an official BBY representative will acknowledge your legitimate grievance, will you at least give credit where it is due?

[Nokia]

This user has already posted his issue, and it has been addressed by Ryan. I've flagged this thread to be merged with his original.

[Vandeervecken]

  Does it not disturb you that this Forum was needed?  I'd be disturbed if the corporation I worked for engendered such a daily litany.

[Nokia]

BB is a national corporation with over 1000 stores. Every company has this many complaints. You just don't have a forum to read them on. If WM, Target, or Seers had a forum like this, it would have just as many complaints.