Best Buy & Geek Squad Policies

[mccloudh]

I will never partonize a  BEST BUY store as long as I live and I will tell  others as well not to support this company.  My GF purchased two computers (one desktop and one laptop) from the BEST BUY on 22nd Ave. North near Tyrone Mall in St Petersburg, FLA (727) 381-5223, in Sept '08 - this past week the desktop went out completely.  We took it to the GEEK Squad who said that they would send it out to find out what is wrong with it.  It could take up to three weeks to get back.  Well we got a call three days after we put it in the shop.  There was just a voicemail from a MIKE who stated to my gf that he needed the restore disks that came with the computer to restore the harddrive and to call them back.  This idot left no number to call back to. 

Once my gf did call them, a JOSEPH who just began to blast her telling her to just bring in the disk so we can get the system back up.  My gf has no computer knowledge so she was confused on what was needed and where to get it from.  But jerk continued to just bark instructions.  She asked to speak with another rep but JOSEPH stated that there was no one else to talk to.

I called and spoke with a JOHNNY who provided me with information that I needed.  I asked JOHNNY for his managers name and he told me.  I asked him to leave NAVIN a message to call me back.

I called back around 4 hours later and asked for NAVIN just to be put on hold from about twenty minutes.  Once he got on the phone he was short and was not interested in my concerns.  I explained to him the way JOSEPH addressed my gf and all he would say was "is there anything I can help you with?"  I responded with yes good customer services but I see you are not the one to teach it because you too need training.  I requested his bosses name and he would not give it to me stating there is not one person that I can talk to.  He provided me with corporates number.

I went and got my computer from then that night about 20 mins before closing and spoke with the store manager - was not trying to get his name - I informed him of what happened and all he would say is that he appologizes.  SAVE IT!!!!

[GeraldRose]

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mccloudh wrote:

I will never partonize a  BEST BUY store as long as I live and I will tell  others as well not to support this company.  My GF purchased two computers (one desktop and one laptop) from the BEST BUY on 22nd Ave. North near Tyrone Mall in St Petersburg, FLA (727) 381-5223, in Sept '08 - this past week the desktop went out completely.  We took it to the GEEK Squad who said that they would send it out to find out what is wrong with it.  It could take up to three weeks to get back.  Well we got a call three days after we put it in the shop.  There was just a voicemail from a MIKE who stated to my gf that he needed the restore disks that came with the computer to restore the harddrive and to call them back.  This idot left no number to call back to. 

Once my gf did call them, a JOSEPH who just began to blast her telling her to just bring in the disk so we can get the system back up.  My gf has no computer knowledge so she was confused on what was needed and where to get it from.  But jerk continued to just bark instructions.  She asked to speak with another rep but JOSEPH stated that there was no one else to talk to.

I called and spoke with a JOHNNY who provided me with information that I needed.  I asked JOHNNY for his managers name and he told me.  I asked him to leave NAVIN a message to call me back.

I called back around 4 hours later and asked for NAVIN just to be put on hold from about twenty minutes.  Once he got on the phone he was short and was not interested in my concerns.  I explained to him the way JOSEPH addressed my gf and all he would say was "is there anything I can help you with?"  I responded with yes good customer services but I see you are not the one to teach it because you too need training.  I requested his bosses name and he would not give it to me stating there is not one person that I can talk to.  He provided me with corporates number.

I went and got my computer from then that night about 20 mins before closing and spoke with the store manager - was not trying to get his name - I informed him of what happened and all he would say is that he appologizes.  SAVE IT!!!!

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Okay so your mad, and BBY understands that, BUT other than apologize what could he have done? He was not on the phone when your GF was talking to this person who was "barking" instructions right? You were not on the phone either, so he cannot address what may or may not have been said.

I am sure he will address your concerns but that is between the store and the employee and you would not be privvy to that info.

I say an apology is what he could do for you right then and there.

[mccloudh]

Unlike you Mr. GeraldRose, I am tired of poor or sorry customer service and rude customer services reps to include and not limited to employees who work at DELL, Blue Cross/Blue Shield, Burger King, Montronics Security to name a few.  All of these company's have sorry customer services.  And the correct resolution is TRAINING!!  Not an apology, because it will continue. 

Now I know you, when you get poor customer service, just walk away but I am in Public Relations and these companies thrive off of customers.  And you can't treat the hand that feeds you like they owe you more then what they are already paying for. 

What do I expect, better customer training to deal with all ranges and diversity of people.

[AKallday]

who isn't tired of poor customer service? lets be honest about this, you have every right to complain but will it in the end change something if anything?  you would like to think so but i highly doubt it.

[mccloudh]

AKallday:
That is why more people need to speak up and take it to the those who it affects - the CEO's and COO - those who get more out of this then the lonely kid at the store who hates his job.  That is why I don't just vent but I sent a letter to the attention of CEO.  Now ask me if I think that will change anything, like you said, I too don't think so but if more people contact the CEO directly with letters of their service he will have to act on it. 

[AKallday]

I agree with you that more people should speak up and need to have their complaints justified to a certain extent, but how many complaints do you think CEO's and COO's here in a given time period?  My guess is alot, so its kind of like speaking to a deaf ear.  Another thing, the number of unhappy people posting here on the forum is no where equivalent to the number of customers that leave "happy." So in the end BBY may lose customer(s) but if its only like 1-2% of customers i don't see it really making a difference.

[GeraldRose]

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mccloudh wrote:

Unlike you Mr. GeraldRose, I am tired of poor or sorry customer service and rude customer services reps to include and not limited to employees who work at DELL, Blue Cross/Blue Shield, Burger King, Montronics Security to name a few.  All of these company's have sorry customer services.  And the correct resolution is TRAINING!!  Not an apology, because it will continue. 

Now I know you, when you get poor customer service, just walk away but I am in Public Relations and these companies thrive off of customers.  And you can't treat the hand that feeds you like they owe you more then what they are already paying for. 

What do I expect, better customer training to deal with all ranges and diversity of people.

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It's not that I accept poor service, or think it should be the norm. However, a manager is not going to tell you his or her actions towards an employee. If they are going to re-train this person, write this person up, or fire this person is not information that would be shared with you.

He was apologizing for the problem you had, that does not mean he will not go back and speak to the people, or advise them how they could have handled it better.

Apologizing right then and there is the best he could do at that very moment, what would you like him to do, start a training session right then and there so you can witness it being done?

[mccloudh]

That is why it is so vital for all that are dissatisfied to speak up and if you don't think that 2% of any business lost may not see immediate reactions but in the long run it will hurt.  Unfortunately on the rude workers who where never trained correctly in the first place.  And those CEO's leave the company with their fat checks and big houses to be hired by another large corporation to continue getting richer.  That is the American way!!!

[loganhunter · Accepted solution]

If I was the manager this is how I would handle it.  First, I would get the customer's phone number and offer to fix the computer correctly and as quickly as possible.  I'll also tell them I'll look into the problem and call them back to tell him how it was resolved.  This is a better compromise to the customer than just saying sorry.  I think mccloudh wanted some type of action and I am sure this would be a better compromise.   Compromise is a way to please people but not doing anything is a failure.

[Sarah-BBY Retired: Community Connector]

Hi mccloudh,

 

I am very sorry to hear of your dissatisfaction over your recent experience with our store.  Please be assured that we expect our employees to be respectful and courteous to our customers at all times, and I have forwarded the information you have provided to be reviewed for future quality purposes.

 

Also, GeraldRose is correct in that any actions taken by our store management would be handled internally only, however, I do agree with what loganhunter said about the manager then offering to help make sure your experience went as best as possible from that point.  Therefore, if there is something I can do to help make sure that your experiences with us are much better in the future, please feel free to send me a private message by first clicking on the “private message” envelope in the upper right-hand corner of the page, and then composing a new message to my username “SARAH-BBY”.  I hope to hear from you!

 

Sincerely,

Sarah

Community Connector

Best Buy® Corporate