Best Buy & Geek Squad Policies

[Irritated0419]

I would like to know what the policy is on how long a customer has to wait for a part that is on back order before either a replacement is issued or a full refund is given? There has to be a policy in place for this, if it can be refused. I have been waiting for my television to be fixed since January 19th.  Michigan Law states that after a reasonable amount of time, if the issue is not resolved one of the stated above is to take place. I have requested multiple times to speak with the department that determines who and when a replacement is received, and been told 'no'. The part is on back order, and after contacting Geek Squad multiple times, they have finally decided to research the issue and look for a part. Which can take a week! Why would they have to wait until the customer is so irritated before they act like they are doing me a favor by calling around to see if someone else can supply the part. This isn't brain surgery, they should have been looking for this after 1 week of the order being on back order! What every happened to making the customer happy? I work with the public daily, and let me give you a hint on a few things: DO WHATEVER IT TAKES TO MAKE SURE THE CUSTOMER IS SATISFIED, AND COMES BACK!!!!!!! Word of mouth is worse than any bought ads or television commercial you pay for! You need to send all of your employees  back to basic customer service 101 class. It would probably help your customer relations. Oh, and FYI when a customer asks for Corporate phone number for a complaint, they need to be given it instantly!!!!

[CrimsonRain]

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Irritated0419 wrote:

I work with the public daily, and let me give you a hint on a few things: DO WHATEVER IT TAKES TO MAKE SURE THE CUSTOMER IS SATISFIED, AND COMES BACK!!!!!!! Word of mouth is worse than any bought ads or television commercial you pay for! You need to send all of your employees  back to basic customer service 101 class. It would probably help your customer relations. Oh, and FYI when a customer asks for Corporate phone number for a complaint, they need to be given it instantly!!!!

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Best Buy is a business and businesses must do what is in their best interest: making money. If a business can make money and make a customer satisified, then they have achieved the ultimate goal. As for your "DO WHATEVER IT TAKES TO MAKE SURE THE CUSTOMER IS SATISFIED, AND COMES BACK!!!!!!!" theory, I don't think it's a good idea to make a customer happy but lose a lot of money in the process. As I stated before, Best Buy is a business, not a charity or a politician garnering your vote. Unless customers are willing to pay the companies bills when business isn't doing too well, I don't think losing money for a warm fuzzy feeling is a good thing. There are a lot of people who touted how much they loced Ciircuit Ciity, but no one was there to save them. Where were their loyal customers then? Let ME give YOU a quick lesson in Business 101: Customers will go where they can save money (especially in today's economy). Moral high ground and standards can only go so far until it hits your pocketbook.

[Buddha1958]

I don't think the issue is having a warm fuzzy feeling.  The issue is the business MUST do everything reasonable to ensure customer satisfaction.  The situation related here is certainly not reasonable.  But they can get away with this crap because where else are you going to go?  Let me give you a lesson in Advanced Business--there will be no customers whether they can save money or not, if there is no or lousy customer service.  Then the business goes belly up.  Is bad customer service leading to an exodus of customers which then results in bankruptcy a good way to run a business?  Even someone who has not taken your Business 101 can answer that correctly.

By the way, Crimson, from reading your reply here and other posts, I get the feeling you work for Best Buy.  Otherwise I can't explain why you so adamantly stick up for them.

[Nokia]

In case you haven't received it, the corporate complaint number is 1-888-BESTBUY. Also, I believe the policy for waiting for a part is 30 days.

@Buddha1958, please read Crimson's profile. He used to work for BB, but does not currently. While I may not always agree with what he says, I believe he does share my view of consumer/corporate responsibility. No, this comment is not related to Irritated0419's post, because I agree that he should be upset.

[CrimsonRain]

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Buddha1958 wrote:

I don't think the issue is having a warm fuzzy feeling.  The issue is the business MUST do everything reasonable to ensure customer satisfaction.  The situation related here is certainly not reasonable.  But they can get away with this crap because where else are you going to go?  Let me give you a lesson in Advanced Business--there will be no customers whether they can save money or not, if there is no or lousy customer service.  Then the business goes belly up.  Is bad customer service leading to an exodus of customers which then results in bankruptcy a good way to run a business?  Even someone who has not taken your Business 101 can answer that correctly.

By the way, Crimson, from reading your reply here and other posts, I get the feeling you work for Best Buy.  Otherwise I can't explain why you so adamantly stick up for them.

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I agree that businesses should do everything reasonable to ensure customer satisfaction. The issue is what is considered reasonable may be different between the business and the customer. Most of the time, I believe the business is trying to satisfy the customer while maintaing a profitable business (it is their goal and responsibility). The irate customer, on the other hand, only thinks of me me me me. If needed, the customer would probably want the store to squeeze blood from stone to satisy them. Should a store spend $10k to satisfy a customer that may only spend $2k per year there? As for your "lesson in Advanced Business," the largest retailer in America refutes your "lesson": W@lMart. Just Google that company along with the words "customer service" and you'll see. And yet they are still in business posting profits. Why? Because in the end, if the deal is good and you aren't a millionaire, you will shop there regardless. It'll be a quick and silent trip, but people will go.

I don't work for Best Buy anymore and I don't feel as though I am sticking up for them. I just feel for them because I've been on both sides of the counter and so I understand the crap they deal with. Many visitors come to this forum and only see the complaints against Best Buy. As per the saying of my favorite law professor in grad school: There are 3 sides to every story: Side A, Side B, and the truth. Unfortunately, we only see Side A here... Some of the issues posted here are legitimate and I wish I could help but some are just lower my opinion of basic human intelligence.

[Irritated0419]

If 5 customers pay for an extended warranty, and only 1 ever have to use it, then the company has made money! As far as warm and fuzzy feeling, no that is not what i am looking for. I only ask that i recieve what i have already paid for in advance when i purchased the television. Don't worry about BB losing money when they honor what they promise in the warranty contracts, they can write that off as a loss, and still recieve my money up front that they will collect interest on for the 3 yrs. i didn't have to use my warranty. They are not losing 'a lot of money' in the process.' Customers will go where the company is honest and sincere.  Cheap prices don't mean anything when it comes to integrity. Being lied to, getting the run around,and frustration are not worth saving a few bucks. I'm sure if given the option more than 98% of the people on this discussion board to choose BB again or pay a few extra bucks from a company that is honorable, they'd choose HONOR!! STAND BEHIND WHAT YOU OFFER!  STAND BEHIND WHAT IS PROMISED! THAT IS BUSINESS 101.

[Dorothy-BBY Community Supervisor]

Hello Irritated0419 -

Allan, from our Community Connector team, will be reaching out to you to provide clarification on your concern.  I appreciate you sharing your experience and your patience until he is able to contact you!

[starhelper2587]

To the original poster - 

If parts don't come in in a timely manner, your TV and warranty won't be refunded, as you had initially asked.  However, if at anytime you don't want the warranty, you're always entitled to a pro-rated refund.

Typically, if parts don't arrive in 30 days, the TV will be approved for replacement b/c of undue delays.  HOWEVER, please understand this isn't any clause in your actual GSBTP warranty policy which means an exception like this would be up to management.    But one of the CCs on here will be able to assist you!

[CrimsonRain]

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Irritated0419 wrote:

Cheap prices don't mean anything when it comes to integrity. Being lied to, getting the run around,and frustration are not worth saving a few bucks. I'm sure if given the option more than 98% of the people on this discussion board to choose BB again or pay a few extra bucks from a company that is honorable, they'd choose HONOR!!

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You're sure that 98% of the people on this discussion would choose BB again or pay a few extra bucks at a different company is not exactly something that can be verifiable. Some people can be choosy but others with not so much money cannot. Please see my reference to W@lMart. They do not offer world class customer service and yet a growing number of people still shop there.

[Allan-BBY Community Connector]

Hi Irritated0419,

I for one agree completely with you that I would gladly pay more money for my electronic purchases if I knew I would get the customer service I expected when I needed it. After looking into your repair I can certainly understand your frustration as to how long this repair is taking.

I can say that we wouldn’t make a customer wait indefinitely, to have their TV repaired, before their service plan would replace their TV with a comparable model. I would like to work with you towards the quickest possible resolution in this matter, and I am sending you a private message to start that conversation. 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,