04-18-2012 01:18 PM
So I have a adventure in customer service and quality control with best buy I would like to tell you about..Tuesday April 10th 2012, I called Best Buy because my wife had cracked the screen on her EVO 4G phone, we purchased the phones from best buy and pay for the "insurance" if you will with them as well. Now the selling point to me when we purchased the phones and the protection plans was that if the phone is not repairable, they will at no cost replace the phone with a new one. With this being said back to my experience, when I called and talked the the Best Buy associate that answered I asked what I need to do to go about getting the phone fixed, the store associate said that they would have to send the phone off, and I would receive a loaner phone, OK great ill be in on my lunch break. After a 5-10 min wait, I was sat down with a young lady and she explained that the loaner phone would cost me 50.00$ and they would send my phone off would take maybe a week or so to get back, OK was not aware of the deposit, but I guess they have to cover there phone if you don't bring it back. She brought me a EVO 4G just like we have as a loaner and gave me my battery back said that we don't need it to get sent with phone just to keep it until I get ours back, she was programming there loaner to give me and the loaner kept dying, she said I think the battery is bad for the loaner may we use yours? Sure I don't see why not just please make note that it is ours, so we get it back. After putting our battery in the phone she was able to program it, (note the phone is on the charger while she is doing this!) OK every thing is all set we will let you know when your phone comes in. Get home that night give the phone to my wife and at this point is low on battery, and we plug it into the USB charger, wont charge, put it on the wall charger for my phone (that works my phone was plugged in charging when we took it off to try hers) and it will not charge.....Next day at lunch my wife takes the phone back..After waiting 20-30mins she is finally helped by a gentlemen that is trying to help several other people..Says that he does not know why she was given that loaner everyone knew that it had a bad charge port...The only phone they have to give her as a loaner at this point is a optimus, A HUGE downgrade.OK whatever is a loaner right....he tells her its set just let it finish syncing and she will be good to go sends her on her way....After trying to use the phone it does not work, ITS NOT PROGRAMMED......At this point I go back to the store, a gentleman helping another woman asks if there is something that he can help me with I explain the entire story and he ask to see the phone, yep its not programmed, he goes about programming it for me, I NEVER GOT "Im sorry sir, or any apology from him the entire time mind you" and, I kept my cool the entire time, knowing that each time it has been a different associate that has helped me, he programs it and sends me on my way....This is now Thursday. I check my email Friday at work I see a geek squad email. Its to check the status of my repair, it says "that the phone has been checked in and waiting shipshape". I check it Saturday, and Sunday the repair status still said "checked in and waiting shipped". So my wife calls the store, "O yea your phone is in"...Thanks for the repair status working, or EVEN THANKS for the call to let me know. I go into the store (4th time in a week) I wait for 30-Minis to be helped they are very busy with 2 being helped two waiting, plus me, you have a guy standing around putting you on a "wait list" so after the wait, a very friendly young lady named Rebecca helped me and asked what I needed, I told her the whole story she apologized for the whole event and I told her I was now going to be late due to having to wait, (was on my lunch break) she zipped thru the whole deal very fast knowing I had limited time, and I must say to this point She was the only professional person that I had dealt with. I had not brought the battery with me, due to it being at the house and not knowing the phone was in she said its not big deal, its all programmed all I needed to do was insert the battery and everything would load. Got home it loaded.IM telling my wife finally we are done with this headache.....NOT A CHANGE, GUESS WHAT THE REFURBISHED PHONE, (AND YES A REFURBISHED PHONE NOT THE NEW PHONE REPLACEMENT I WAS SOLD ON LAST YEAR) DID NOT CHARGE......RELAY, ARE YOU KIDDING ME, the next day I call, asked for a manager, they said there was not one available, says that Rebecca would be in tonight, which is when I was going to take it in I said perfect, she was the only one that was any bit professional to this point....I go in Rebecca seen me and waved, as soon as she was available, she sat me down I explained the "new refurbished phone" did not charge, again she apologized and gave me a bit more comp. Loaner, and waved the 50.00 fee, and had to send out the referb phone.....So now I am waiting for the next refurbished phone to come in and I really REALLY hope someone does some quality control at the repair facility that is fixing them for Best Buy. And when I do go in to pick it up it will make the 6TH TRIP TO the store.....At today's gas prices...where was the customer service in the other 3-4 associates that helped me, IF IT were not for Rebecca I can only imagine how many more trips would be involved. By the way I am a service writer for a auto repair shop in OCALA, FL where the store is located, If I were to do a repair on your car and you had to bring it to me six times, how would you rate your experience? My opinion is ALWAYS take your customer service to 110%, it is your JOB!
04-18-2012 03:06 PM
04-23-2012 03:29 PM
boy this must be the customer service back at work almost a week later and all I get is a message that someone will be getting back with me.....you know what should I expect from a corp. owed chain all they see is $$$$$$$$ no the care or thoughts of there customers...will never buy another thing from best buy!!!!!!!!
04-26-2012 02:29 PM
Thank you for taking the time to share your story with us here on our forums.
We really should be getting you a working phone back the first time; there’s no reason you should have to go through several replacements right in a row like this and I apologize for the inconvenience. I’m glad that Rebecca has been able to help you along the way and I see that we received a letter from you here at the corporate office. I would encourage you to continue working with Damon as we work to try and make this right by you. Please let me know if you have any other questions or have trouble connecting with him.
Thanks again for all of your patience and have a wonderful weekend.