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Gamer's Club Unlocked price match training for Chat/phone associates

Status: Acknowledged
by FatherChesz on ‎11-18-2016 08:42 AM

I have price matched several items after purchase, mostly video game titles subject to the Gamer's Club Unlocked discount.  Of the last 10 times I've done this process, 9 of the associates and their supervisors either do not know what Gamer's Club Unlocked is, or how to properly implement it in a price match.

 

Just this morning I was told by a Postpurchase Support Associate and his supervisor that Gamer's Club Unlocked cannot be applied to a price match.  I directed them both to bestbuy.com/pricematch and specifically the paragraph below:

 

My Best Buy Gamers Club Unlocked members can get 20% off new video games. For purposes of the Best Buy Price Match Guarantee, Best Buy takes the discounted My Best Buy Gamers Club Unlocked price into account prior to a price match request. For example, if Best Buy sells a new game for $59.99, a My Best Buy Gamers Club Unlocked member will be able to buy it for $47.99. The $47.99 price is the price we would compare for price match purposes. If a competitor sells the game for $49.99, there would not be a need for a price match as the Best Buy price is lower. If a competitor sells a game for $44.99, we would match that price and sell a My Best Buy Gamers Club Unlocked member the game for $44.99 with no additional discount. If Best Buy lowers our price during the return and exchange period on a My Best Buy Gamers Club Unlocked purchase, we will, upon request, apply the 20% discount on the new lower price. For example, If a Gamers Club Unlocked member paid $47.99 for a new game priced at $59.99 and Best Buy lowers the price to $49.99 during the return and exchange period, we will, upon request, price match the new price with the 20% discount and sell the My Best Buy Gamers Club Unlocked member the game for $39.99.

 

When I'm not quoting Best Buy policies to Best Buy employees, I'm trying to follow the math used to arrive at the price being matched.  I've received anywhere from 50% less than I should to 25% more in the match.  I would love to know there is a knowledgebase available that contains something like this:

 

HOW TO GCU PRICE MATCH:

 

Verify customer is a Gamer's Club Unlocked member.

Subtract current GCU price from Product price on Invoice.

Apply balance to customer's original payment method (as appropriate)

 

I understand that sales tax can make things complicated, particularly if Reward Certs were used, but I think the majority of customers taking advantage of this would be happy with only losing a dollar or two as opposed to 5 or 10.

 

All that said, I do appreciate the option of now being able to do this via Chat, though I did ultimately end up with the same result of being shorted approximately 50% of the pricematch difference I was due.

Status: Acknowledged

I can promise you all our agents should be fully trained on how these programs work.

Comments
by Sindur
on ‎11-18-2016 09:17 AM

I agree with all of the above.

 

It would be great if we could still email Best Buy support to get these GCU price matches.

 

It was much easier, simpler, and efficient time-wise to do this since you could clearly explain everything instead of trying to do it over phone or chat.

 

Unfortunately, Best Buy, in its infinite wisdom, has removed the option to email from their website, which forces all their customers to call and usually waste their time trying to get these matches.

 

I usually end up doing a return and rebuy where I can. It's a little more guaranteed work, sure, but at least I don't waste SO much time.

 

by FatherChesz
on ‎11-18-2016 09:23 AM

Sindur, return and rebuy is a solid idea I've used myself.  Unfortunately, many software titles offered a $10 Reward Certificate with a preorder, which would be lost using this method, so you are forced through the price match process.

 

One last point I neglected to mention is that store associates are ecstatic to point out that you cannot price match an online order in-store.  It is often easier to get my point across in person (usually involving a calculator), which is, as a result, also not an option.

by Sindur
on ‎11-18-2016 09:28 AM

Yeah, I know what you mean with the $10 certs, but it's usally such a hassle to call and explain it every time, that it gets to the point that's just not worth the time and effort.

 

 

by Senior Social Media Specialist Senior Social Media Specialist
on ‎11-18-2016 05:45 PM
Status changed to: Acknowledged

I can promise you all our agents should be fully trained on how these programs work.

by person808
on ‎11-18-2016 09:45 PM

No offense to anyone in the chat centers, but the last few times I've called to get a Price Adjustment on video games they didn't even understand what I was trying to dom let alone what GCU was. It doesn't help that the reps were speaking in broken English (more than likely not their 1st language), which at times made it hard to understand (I'm sure on both ends). Please get the phone reps educated. If there was still a email support I would have used that as it seemed like the best way to do it but that seems to have been removed (I hope not perminantly).

by FatherChesz
on ‎11-21-2016 08:00 AM

Allan, I agree that they should be trained, but it is relatively plain to see that it has not actually happened.

 

Here is a chat transcript from a few minutes ago:

 

Me

I received an email saying Credit applied 15.65, but the difference in price was 21.60
21-Nov 08:55 AM
 
(Best Buy Associate)
I do apologize but we can only price match on the price of the item before Gamer's Club unlock membership discount because it is a promotion offer. It is either you get a price match or get the Gamer's Club discount. Maybe it was taken off from the regular price of the item without the Gamer's Club discount. 
 
(Relevant entry from bestbuy.com/pricematch)
If Best Buy lowers our price during the return and exchange period on a My Best Buy Gamers Club Unlocked purchase, we will, upon request, apply the 20% discount on the new lower price.
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