01-22-2012 04:38 PM
I wanted to see if a keyboard I want to purchase is available at the store near here. I didn't want to order it online, because I have something to return to the store, and I want to use the credit toward the price of the keyboard, so I don't want to enter my credit card number. The Beta version that is supposed to allow you to check the availability at the store didn't work, so I called the local store instead. I got a recording asking what I needed, and I chose 'check availability.' The recording said that all the salespeople were busy, and the calls would be answered in turn. Then, for more than 8 minutes (my phone times my calls), I was caught in an endless loop of being told that my call was important, I was being connected to the nearest store, someone would be with me soon, and on and on. The same recordings over and over again, but no human being ever picked up the phone. I hung up, and called the toll-free Best Buy number. A customcustoer rep answered, and I told him what happened and expressed my frustration. He apologized and said he'd connect me to someone who could help. Of course, after a few assorted phone beeps, I was disconnected. The keyboard may cost me a few bucks more, but I'll probably go to CompUSA instead, because I think it's unacceptable for a store to ignore phone calls from customers.
01-22-2012 05:25 PM
01-22-2012 05:33 PM
I might have considered that if I hadn't been told that there was only one customer before me and if the same recordings didn't play over and over again in an endless loop.
01-23-2012 02:49 PM
01-23-2012 03:04 PM
It's possible that there was only one other person in front of you. If they only have a couple phone lines (at a store level, I wouldn't expect too many lines), and the customers in front of you have a complex question, 8 minutes would be very understandable. I'm with ya on the loops, though... Hold music is plenty, I don't need an announcement every minute that I'm still on hold, but that's par for the course for most toll-free 800 numbers....
Chances are, either the employees were busy in the store or on the phone, with other customers. Either way, if you were being assisted in store or on the phone and someone else needed help, you'd expect the employee to finish handling your situation first, correct? Or would you expect the employee to stop helping you just so someone doesn't have to sit on hold? In my opinion, waiting only 8 minutes is extremely impatient.
01-24-2012 09:28 AM
Thank you for expressing your feelings about your local store not answering their phones. I'm very sorry that you were never put in touch with someone there that could assist you with your keyboard availability inquiry, especially after trying to reach out to our phone representatives as well. It's tough to know why the store was unable to take your call, but I'll surely document your views about this topic and have them internally addressed. Feel free to reply here if you'd like or you may send me a private message.
01-24-2012 03:23 PM