Best Buy & Geek Squad Policies

[TechSavvyChick]

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virtualchoirboy wrote:

The point you might see if you look up is that Best Buy is being strict with their policies and while that is their right, they need to realize that such actions have consequences. They may be able to improve the per customer profit margin but the end result is that they will have fewer customers. If you improve margin by 1%, but lose 5% of your customers, your net bottom line at the end of the year will take a hit.

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It seems to me that you are not taking into account all of the customers here. I would assume, in your eyes, that what BB is/has done here is the experience and mind set of all the customers. Which simply isn't the case. There are more satisfied customers than not. You also have to take into account all of the new customers that walk through BB doors or shop online vs the ones that choose not to shop there due to frustrations that has arose. I would guess that the numbers fall in favor of the new customers to "old" ones.

[DanK Best Buy Employee]

I completely understand that some people have valid frustrations with Best Buy. Not everyone has a stellar experience, and the reality is no company is perfect. However, when people start posting Best Buy stock prices and stories of Circuit City, I can't help but laugh. These people have no knowledge of the stock market, and draw nonexistent connections between Circuit City and Best Buy. These prophesies of doom for the company and wishes that nearly 200,000 employees lose their jobs.... well that's just childish.

[Mbrguy Emerging Expert]

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virtualchoirboy wrote:

You want "proof"?  You probably won't accept it, but take a look at Ripoff Report and the 1500+ reports.

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Ok, so those 1500 reports are over the past 13 years.  Let's say that each store only has 500 people walk through the doors each day on average.  Yes, it's probably a lot more than that, but that'll give us a nice round number.  

1999 - 311 stores - 55 Million Customers walking through the doors

2011 -1099 stores - Million Customers walking through the doors.

Based off of the Historical number of stores for each year from 1999 to 2011, if each store only had 500 people walking through the doors each day, the number of people that walked through the doors in the same time frame that you have 1500 reports is...........1.63 BILLION

1500 instances of people claiming they were ripped off on that website out of over 1 and a half Billion isn't all that much in my opinion.  And if you actually read the reports, many lf them are just like the reports on this website.  Many people don't get what they want to get or don't want to follow policy so they throw a tantrum, pitch a fit, and rush to Rippoffreports website.

1500 Reports

1.63 Billion people coming through Best Buy in the same time frame.   Hmmmmmmmmmmm.

Historical Store Count Data gotten from Public Information for Investors

[Art646]

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TechSavvyChick wrote:

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virtualchoirboy wrote:

The point you might see if you look up is that Best Buy is being strict with their policies and while that is their right, they need to realize that such actions have consequences. They may be able to improve the per customer profit margin but the end result is that they will have fewer customers. If you improve margin by 1%, but lose 5% of your customers, your net bottom line at the end of the year will take a hit.

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It seems to me that you are not taking into account all of the customers here. I would assume, in your eyes, that what BB is/has done here is the experience and mind set of all the customers. Which simply isn't the case. There are more satisfied customers than not. You also have to take into account all of the new customers that walk through BB doors or shop online vs the ones that choose not to shop there due to frustrations that has arose. I would guess that the numbers fall in favor of the new customers to "old" ones.

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I'm not speaking for virtualchoirboy, but he is making a valid point. If the new customer number is "constant" number and virtualchoirboy and other people on this forum like me stop shopping at BB, than there are fewer customers. The new customer number doesn't change based on if I (old one) either shop or don't shop at BB.

And if you noticed, the people who are complaining were loyal customers who recently got the shaft. Some are even silver members.  BB is losing customers who spent a lot of money. If they don't care, it's fine by me because I don't care.

No one is saying that these few insistances are going make BB bankrupt, but it's not smart business to alienate a few of your loyal customers. And as more and more people learn about this 90 days no refund policy when the customers try to return x-mas gifts....there may be some consequences.

[nodlscanforme]

The DL scan is a deal breaker for me, and I've never returned an item. I was a long-time Best Buy customer, but I've stopped shopping for even small items. BB has much of my personal info through my RZ membership, I pay by CC, and I don't mind *showing* my DL - but I refuse to allow that info to be scanned into BB's and TRE's systems. As I am not willing to let them do so, I would not be able to return an item if needed, and so I now shop elsewhere.

Even w/o the DL scan, the possibility I might not be allowed to make a legitimate return simply "because" would cause me to make most, if not all, of my purchases elsewhere.

A relative who, until this year, spent $1000s with BB every Christmas (and 100s every Bday), has also chosen to buy elsewhere.

[Mbrguy Emerging Expert]

This Thread =  

Me =   

[Art646]

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Mbrguy wrote:

This Thread =  

Me =   

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Mbrguy, you might feel that way, but as you can see, it's not for us. So, please sit, eat your popcorn and watch like your picture above. There is no need for your comments because it doesn't contribute to the thread. You are free to do as you want, but it's only a dead horse to you.

I don't understand why you are so against us sharing our thoughts (writing).

[cdmoore74]

Can a mod delete my account.  I've added my 2 cent and will not shop or buy at this store again.  I was lucky not have any major purchases when I got my last refund.  Thanks for the many years BestBuy but I'm gone for good.  

[parkerthon]

I just got hit by the 90-ban too. Admittedly, I buy a lot as I'm an impatient and indecisive shopper flush with cash and I inevitably return a number of items from every other outing. Apparently I must fall into the binge and purge category of consumer according to TRE except I genuinely intend and do keep a majority of the items I purchase. I also don't "wardrobe" as I don't open things I don't care to keep. So Best Buy isn't losing anything from my actions. Even by the numbers, while the item count is high, the total amount of returns from a dollar perspective is well under $500 which is about 5% of my net spend for the year.

I was fortunate that I don't have any potential outstanding returns or I truly would have been aggravated given the crap ton of money I drop on electronics compared to your average customer. I've always shopped at Best Buy first despite their lackluster pricing compared to online retailers. I worked there for a couple years during college and I know I will be taken care of in person if I have an issue.

That said, Best Buy's implementation of the TRE system is downright idiotic. I'm actually an IT consultant and I'm sure TRE has convinced BBY's management of the ROI for this system, but the impersonal nature of the system is ridiculous. There should be an easy way for customers to speak to someone at a store that's empowered/intelligent enough to recognize they're not some criminal ring fraudster. Denying future returns with a 90 day ban based on some mysterious arbitrary limit or formula is surely sealing their fate in sending more consumers online. I can tell you right now, from what shopping I've done online, NewEgg and Amazon make returns ridiculously simple and I've never had issue with them. I also know that Best Buy is currently the only retailer I've ever had the pleasure of having this issue because they're the only ones that have EVER asked me for a license.

Again, I get the reason for having a system with some controls, but TRE has sold you guys a an arbitrary, poorly defined, impersonal system that's turning away some of your best customers. Talk about penny wise, pound foolish. It's a shame, but I'd argue Best Buy is the one getting defrauded by the TRE.

[parkerthon]

Also, as a side point, I can almost guarantee that the TRE system is stopping criminal rings for the simple fact that out-of-state fake ID's that scan are pretty easy to make these days(given how easy they were to come by when I was in college many years ago). Determined organized theft gangs will take the time to defeat simple countermeasures like these. You'll likely stop your wardrobers (which is a feat as I can imagine reselling an open box high-end LCD is costly) but that'll easily be wiped out by the people that are false positives and/or have a real issue with their personal info being swiped/analyzed that ultimately stop shopping at best buy. I'm sure I'll hear on CNBC how Best Buy is blaming their poor performance again sometime in Q2 2012 on not being able to compete with those local sales tax loopholes that etailers enjoy, except this time I'll know better.