Best Buy & Geek Squad Policies

[brown343]

After a recent horrible customer service experience with Best Buy and their appliance delivery vendor (one where their mistake cost me money), I complained on this board and to the store manager. I discovered Best Buy customer service consists of a simple two step process. 1. Listen to customer and 2. Say you are "sorry." To both the manager and the moderator, I simply asked, "As a consumer, why should I buy from Best Buy?" If customer service is horrible and lower prices can be found on the internet, why should I buy from Best Buy? VERY tellingly, I received NO response from either representative of Best Buy. When I asked this question in person to the store manager last week, he just gave me a dumbfounded look.

If someone from Best Buy corporate reads this, can you please make the argument for why consumers should patronize your company? These threads are inundated with examples of poor customer service. In addition, if you look at online Best Buy ratings (e.g. Pricegrabber), they are very low. The only argument I can think of is if one does an internet search and Best Buy actually has the lowest price, or if you need a product right away and are willing to role the dice that you will NOT need customer service.

I look forward to your response.

[Justin-BBY Community Connector]

Hi brown343,

I’ll just dive right into addressing your question. I must say that this is a very “loaded” question; it is very subjective and I’ll try to keep this short and sweet.

We pride ourselves on providing our customers with excellent customer service; this is our mission-to leave each and every customer with a smile on their face, and wanting them to come back as soon as possible. Mind you, this is a lofty goal, especially for a company as large as ours; but it is one that we strive to accomplish on a daily basis with each customer interaction.

That being said, are we going to have 100% customer satisfaction? Of course not, but when problems arise, we do our best to work out your issues as efficiently and effectively as possible. We are a company comprised of individuals built upon helping our customers, no matter what the circumstance. We truly love doing what we do and we have you, our customer, to thank for making our company what it stands for: “Best Buy”. 

I hope this helps!

[brown343]

Certainly, my question was very subjective, but not as subjective as was your response (which I understand fully are corporate talking points)! Provide me with some "objective" evidence that Best Buy has a commitment to customer satisfaction. I asked the store manager how they evaluate customer satisfaction and he had NO answer. Your vendors are not rated by your customers - how do you know they are satisfied? By the way, great article today in the Minneapolis Star Tribune about how Best Buy is unable to fill many orders in time for Christmas (where some of the orders were placed the day after Thanksgiving). Sounds like a winning customer service model to me! Best Buy is very responsive with words, the problem is they are completely empty when there is no action to support them.

[DirtySeeSaw]

What I got from the response was: "We are a big company and we don't need to spend our time to get your business. The masses will come because we are the name they know and if you have a problem with please wait on the phone until we hang up on you or transfer you for hours on end. Please come into the store and ask for help so we can stare you in the face until you leave."