Best Buy & Geek Squad Policies

[BH85]

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LeAnna wrote:

I agree, MobileExpert is a BBY employee.

But then again so am I. I was never asked by the company to be here, not even sure if I'm suppose to be. But I was curious and so here I am.

But I wouldn't have just let you leave without trying to find an online or something that we could have price matched to. At least the BBY.com site was $30 less, and I didn't see them offer that to you. I'm in Utah so I know all about Inkleys

How price match works in our store ... it's has to be the exact same model and or package. We have to verify through print or phone call, and it's suppose to be in stock. Online prices has to be authorized dealers with brick and morder stores (a actual loction the public shops at). We will price match Amaz-on.com ONLY if it's actually amaz-on selling and shipping is included. Check out stands do not have internet access, so they can only make phone calls. Customer Service does have limited internet access to check online stores for price matches. Price matches that drop below a certain percentage of markup or go below our cost need a managers approval, and they will not approve if they think it's a bad business decision.

Unforunately not all stores are equal in their practice of company policy. Some work harder to make customers happier, some are hardline to the book and will not budge.

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Thanks LeAnna, the fact that you would have at least tried rather than letting me just leave is good to know.  That was really all I was looking for, at least some sort of effort on the employees part rather than letting me think BBY just doesn't want my business.  I wish more BBY employees were like you, but it seems like every time I've ever gone to a BBY I've run into a mirror image of MobileExpert.  With experiences like that, I've been very turned off from BBY and do pretty much all I can to avoid it.

 I'm actually new to Idaho so Inkley's is a new name for me, and their hours are not all that convenient for me.  Since you seem to know quite a bit about the policy, would BBY match the RitzCamera.com price since Inkley's are technically a Ritz Camera store?  I'm just curious about this, I do not really want to drive all the way back up to Idaho Falls to be disappointed again.

[MobileExpert]

As long as Inkleys is in same retail market as that BB, they should match it. They will not match the online price, though, as only in-store prices are valid for PMing. That is why we have to call the store to verify the price, so you would have to be at BB when that store is open. Online prices are often lower than in-store prices.

I'm not sure why she said they match Amazan prices. I've never heard of that being done in any store, and that is completely against policy.

The reason I follow policy so strictly is because I can never be blamed for something going bad. Keeping my job is my first and foremost concern, and if helping a customer in a certain way will potentially threaten my employment, there's no way I'm going to do it. If the customer wants something above and beyond done, I just kick it up to a manager, and they usually have no problem approving it, so I go ahead and do it.

[Elizabeth-BBY Community Supervisor]

Hi BH85,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should be hearing from him soon.

Thanks for your continued patience,

[LeAnna]

Yes, since Inkley's is an actual local camera company with actual stores our store would match them. I did one today.

Moble, Idaho is part of our district and all stores in our district do this. But like I mentioned, the final say is up to the MOD (Manager on Duty). It's cheap and a diservice to say "it's against company policy" because no store for any retail company follows policy 100%. Each case needs to be looked at on a one by one bases. In most cases it's a good business decision to make a price adjustment. When it's not the MOD needs to explain why they can't. Our Managers do this very nicely and treat the customers with 100% respect.

Best Buy does as much as it can to be the "Best Buy"  when it comes to prices, the company can't predict all pricing. So that's why the price match option is in place.

[BH85]

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LeAnna wrote:

Yes, since Inkley's is an actual local camera company with actual stores our store would match them. I did one today.

Moble, Idaho is part of our district and all stores in our district do this. But like I mentioned, the final say is up to the MOD (Manager on Duty). It's cheap and a diservice to say "it's against company policy" because no store for any retail company follows policy 100%. Each case needs to be looked at on a one by one bases. In most cases it's a good business decision to make a price adjustment. When it's not the MOD needs to explain why they can't. Our Managers do this very nicely and treat the customers with 100% respect.

Best Buy does as much as it can to be the "Best Buy"  when it comes to prices, the company can't predict all pricing. So that's why the price match option is in place.

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LeAnna, I think you're going to convince me to shop in Utah instead of Idaho soon.  Thanks for showing me that not all BBY employees drive me crazy. 

[Allan-BBY Community Connector]

Hey BH85,

I love getting new photography equipment, and I can imagine how upset I would be if I drove an hour to get a new camera just to go home empty handed. I sincerely apologize for our store making you feel like they didn’t do all they could to satisfy you.

I do want to be clear on how our store price guarantee should have worked in this situation. Our store should have provided you with the price match if the lower price is a current sale at a local competitor, the competitor has the camera in stock (which must be confirmed over the phone at the time of the purchase), the lower price is for the exact same model camera, and the lower price is not due to a going out of business sale or a clearance sale. Our stores should also match any price on BestBuy.com, and since you said you did see the camera on sale for thirty dollars cheaper on our own website they should have at least sold you the camera for that price. If you want to read about our entire price match policy you could look here.

I would like to see if there is something I can do to get you this camera at the price that would make you happy so I am sending you a private message. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[LeAnna]

You're so welcome. Our Idaho stores do have some good people in them. Some of their GM's use to be our store's GM. We've had 2 go to Idaho in the past 6 years. So don't give up on them.

As you can see from Allen and Elizabeth, BBY is watching. I'm sure he can provide the info you need to get your camera.

Have a wonderful day!!!