12-22-2008 08:35 PM
12-29-2008 05:10 PM
12-29-2008 11:11 PM
01-03-2009 06:15 PM
There is no solution to this. Matthew-GS of this forum replied and said it was being handled at corporate. I left three voicemails and sent three emails to the " executive resolver" over the course of 5 days with no reply. I called and asked the status of my refund. Finally they get the original "resolver" and he tells me the request is in Accounting and to expect a refund in 7-10 days. Well..it has been 7 business days and no refund. No one has offered to call accounting and see what the status is. For these kinds of operational processes (including Geek Squad repair) Best Buy should be ashamed that they are not using some kind of process improvement methodology to track issues. But of course they cannot even use a telephone.
Since the 7 days have passed, I am thinking of writing a letter to the only female Best Buy board member at her place of business and let her know what kind of incompetence is going on with resolution and let her read about the macho management.
A polite well-written letter gets you nowhere at Best Buy. Maybe their board members feel differently in this new era of focus on corporate accountability.
I challenge Best Buy to respond to this post with an offer to follow up with "Accounting" and ask if forum members have thoughts about this idea.
01-03-2009 06:23 PM
Hate to hear about the problems you're having with BB... unfortunately, this is not uncommon.....
Just make a vow to never shop their again, like I and others have made..... The next purchase I make from them will be at their going out of business liquidation sale...
01-03-2009 06:36 PM
It is amazing all the issues Best Buy creates! If they spent more time addressing some of their crap processes and LISTENED to the customers for change, they could sell tons more stuff based on positive feedback...
That being said my friends, those of us that have been bitten and finally realize it hurts, have now became X-Best Buy Customers..
To resolve current issues, stop dealing with BB,
01-03-2009 07:57 PM
Bullied presents some interesting points, first of all she mentioned corporate accountability and the lack of phone experience on the customer service representatives. Did you know that Best Buy does not trust their employees with the capability of making outside calls nor do they allow them access to much of a customers purchase process. This information was relayed to me by several account reps, one of which told me she would never buy from Best Buy. You see Bully, these are no macho tactics but basic avoidance tactics. In order to resolve most issues you need to speak to someone who has the authority to speak about the accounts. The very fact that Best Buy management does not permit their agents to have outside line capabilities nor the ability to full research a claim makes them powerless to do anything for the customer. This is exactly what Best Buy wants. So I say this. There is really no sense in dealing with Best Buy' service reps over complaints since they are powerless to handle complicated ones, and since it is by design they are powerless, the corporate offices, who do the designing aren't going to listen either. The best option is #1 to buy somewhere else and avoid them and #2 to fight it through the State A.G.'s office. you can also file complaints with the companies who make the merchandise they sell. They do not want their product affiliated with this sort of slip shod company. Hope this helps. Lord knows you wont get help from Best Buy.
01-05-2009 06:39 AM
Thanks to mpaubel for confirming what I suspected. Executive Resolutions acts so caring by giving you their direct email and phone number. If you send email to your caseworker with a return receipt, you get a message that the email system does not accept receipts. And obviously leaving a message is a waste of time.
How can a company be responsible to its shareholders by creating these horrendous customer service situations? We know that they have a cost calculated for each one of these posts.
Per the bestbuyinc website under "Investor Relations", there is a process for communicating with the Board. Well, we all know that there is a "process" that the Geek Squad is supposed to follow and their lack of following it seems to account for a number of posts.
Today represents the 7th business day of my refund request being in the Accounting Department. No one will bother to ask accounting the status of the claim. If it is in Accounting after being told by a Best Buy employee to ship the laptop at my expense across state lines, it opens up a whole new issue beyond customer service. The promise is 10 business days in Accounting. If I do not have the money in hand on that day, I am going to the state attorney general's office and the corporate counsel for Best Buy. His office will have to read the letter and by just reading the letter it costs the company more money than posting here.
My case number is 55050290 if anybody at Best Buy cares.
01-05-2009 05:07 PM