Best Buy & Geek Squad Policies

[iMac]

I just returned from my local Best Buy (#508) and I have just about had it with the level of service I receive EVERY TIME I go in to purchase an item. I mainly shop online but because of the Premier Silver reward points I try to shop at Best Buy when there is a reasonably priced item in the local store. I am really considering going back to the internet completely becasue this has be going on for a few years and I have had it.

Today I entered the store with my phone already loaded to the specific item that I wanted, a Dell laptop which was on my local stores clearance section online. For some reason whenever I enter this store my superhuman power of invisibility kicks in and I cannot seem to turn it off. I normally stand in the middle of the department and try to look as lost as possible but that usually does not help. As usual I must literally corner and pin down an associate to help me. Most employees will look at me out of the corner of their eyes and avoid any direct eye contact with me because they do not want to deal with my kind I guess. You know, the kind of person who was prepared to spend money when they entered. Then when I finally get someone they are always from another department and they cannot help. My first stop was to the computer department. I waited patiently for someone to acknowledge me since I saw other customers being helped. That did not lead anywhere so I tried to get anyone to help. The apple guy's response to me today when i tackled him was " Unless it is dealing with Apple I cannot help you". Funny, on a previous trip last year when I went to purchase an Apple laptop he could not help me then either. It was one of my worst experiences ever. I waited over 20 minutes for him to show up since he was the only person they said could help, then he waits on the people that came after me first. I knew he was the Apple associate, but he could have at least checked to see if someone else would be able to help or at least hear my question (and not wait until after the HP guy does it).
Okay, now I need another item from the camera department. Oh no… it is in the locked up case!!  Here we go all over again. Well this is were the story ends. I tried to tackle the one employee that was there but she slipped away to help someone else. After remembering my fresh guacamole was sitting in the hot car and my visit was already close to 30 minutes, I had to make a decision. Should I leave, or should I stay?

For years I have wondered how a store could afford to do this since I'm sure the company is aware (because I told you all this a few times over the years) the internet usually has the same products cheaper somewhere with free 2 day shipping. I thought the idea was that I should support the local brick & mortar businesses. I once let these situations stress me but I am getting much better at dealing them nowadays though, I just walk out...

Maybe I should bring someone who does not know what a tablet is or someone who has just learned what an MP3 player is in the past few weeks so one of these guys can jump in and save the day. I bet they will talk me to sleep then about all the warranties and extras I don't need. I am tired of staying in the store for over a half hour when I should have been in and out of there in 5 minutes. Look, I sure do not want associates harassing customers but please find a balance here becasue totally ignoring them is not going to help much either. Basic customer service skills would go a long way.

[Mike_Kroenlein]

I am so with you on the customer service, and how it relates directly to any business!  

I want to let everyone who works anywhere, no matter Best Buy, McDonalds or high end restaurant, when you give good customer service, word of your, (See here where I said "YOUR"?), business gets spread by word of mouth.  As an employee, this should be first and formost in your head when you have to deal with the public.  Raises don't come from the company losing money by customers not returning because of you!!!  Pink slips usually come from this.  Advertising is EXTREMELY expensive, and if you don't believe me, get a price quote from someone in your company about it, you might be very suprised.  The ads in the paper, on the radio, billboards....Not cheap folksies!  Like I said, you'll be suprised.

Try to remember that you are going to have to be helped by someone, somewhere, sometime, and I'll bet you'd be really P.O.'d if YOU got bad service.

Just a little reminder of the golden rule. (Plus it's good Karma):-)

[SlimJim77]

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iMac wrote:

Look, I sure do not want associates harassing customers but please find a balance here becasue totally ignoring them is not going to help much either. Basic customer service skills would go a long way.

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The "balance" you speak of requires an ability to read minds. I have it. Most don't. Of course, I'm just being silly.

Hope it works out for you better next time.

[Area51Kev Regular Contributor]

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SlimJim77 wrote:

The "balance" you speak of requires an ability to read minds.

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True that.

However somehow, in my case, Store 21 in Coralville, Iowa seems to have it totally figured out. When I'm making a quick run through the store "just looking" they almost always leave me alone. If someone does approach me and I tell them I'm just cruising, they disappear after telling me, "If you have any questions or need any help just let us know." When I've gone in to make a specific purchase I've received all the help I needed. On one occasion, a friendly debate developed about which of two Apple products would be better for me. It was informative, entertaining, and I felt it was being done in my best interests.

It's almost unnatural and weird I tell ya, and I don't know how they do it. I'd wear my tin foil hat in the store, except that I don't really want to be protected from consistently good service.       

[iMac]

I am glad you all have picked up on what I was implying. Basically the 'mind reading' part is just knowing how to give good customer service from the experience of being on the showroom floor all day. Knowing how to tell when someone obvious needs your help, when they possibly might need help, and when they do not need your help at all.

[Area51Kev Regular Contributor]

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iMac wrote:

I am glad you all have picked up on what I was implying. Basically the 'mind reading' part is just knowing how to give good customer service from the experience of being on the showroom floor all day. Knowing how to tell when someone obvious needs your help, when they possibly might need help, and when they do not need your help at all.

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I agree, and can only add that you have a nice Best Buy forum user name.

 Posted from my amazing Apple iMac .

[SlimJim77]

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iMac wrote:

I am glad you all have picked up on what I was implying. Basically the 'mind reading' part is just knowing how to give good customer service from the experience of being on the showroom floor all day. Knowing how to tell when someone obvious needs your help, when they possibly might need help, and when they do not need your help at all.

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What about the person that doesn't need help, but continues to engage sales staff with senseless babble? Now I gotta fake a phone call, or emergency, or some other garbage. Best Buy is open to the public, and not every Tom, Dick, and Harry is actually there to buy something. As a result, real customers like you get the shaft.

This is where the mind reading comes in handy.

[Ryan-BBY Senior Social Media Specialist]

Hello iMac -

Kelly from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Kelly-BBY Senior Social Media Specialist]

Hey iMac,

I appreciate you taking the time to share about your recent shopping experience at the Savannah Best Buy.  I apologize for any disappointment from this shopping trip and any previous encounters that may have left you with less than ideal service.

There is never any excuse for our employees to show unprofessionalism to any of our customers and I truly regret that this interaction left you with such a negative impression of Best Buy.  I know we can do better because I see it every day.  I would like to gather some additional information so I may be able to further review this with you.

I have sent you a private message so we may be able to further discuss this in detail.  To check your messages please ensure you have logged into the forum and click on the envelope icon in the upper right hand corner of the page.

I hope to hear from you,