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So I just posted a rant in the forums about a recent best buy purchase attempt and part of my frustration dealt with the in-person service I received at the store. The lady who was trying to help me must have gotten interrupted more than a dozen times by incoming phone calls to the store while she was trying to help me place an order. At one point, the distractions caused her to lose my order just as it was about to be placed and we had to start the process all over again. Each time she would appologize and I could tell that even she was getting frustrated with the situation. When she asked for another associate to help out by taking the incoming phone calls so that she could focus on getting my order completed, they just gave her that look with a "you want me to do what" expression and were very hesitant to assist because it wasn't part of their job. As we all know, it is impossible to have two meaningful conversations at the same time. You either need to have your employees dedicated to helping the customers in front of them or dedicated to answering customer calls on the phone. Not both, especially at the same time! This really pushed me away from wanting to come back and shop in the store, especially if I was going to get second or third rate service even though I have a representative right in front of me. And to be honest, if I have to shop online there is a high likelyhood that I might not shop at bestbuy.com for my intended purchase... I observed a number of other customer service issues as well while I was standing at the customer service for an hour trying to get my order processed. If I were in a management position at your company, I would perform the old "mystery shopper" technique on your customer service counter approaching them with different types of questions at different times of the day to see major inefficiencies, inconsistencies and opportunities for service improvement. The same can be said for your customer service line (which I also had the painful experience of investing over 2 hours of my time to end up with no resolution). Your customers are what keeps your business alive and if you don't make an effort to serve them better than the competititors will, you are going to lose them and end up as just another struggling retailer with a grim outlook.
Currently the Mac Pro is only available online. I could understand, when it first came out, making it online only, as you could not get your hands on them because they were back ordered by several months; However, with improved availability, I would love to see Best Buy expand it's in-store assortment to include the Mac Pro. I find it weird that Best Buy would carry the $2500 MacBook Pro with Retina but all of sudden the Mac Pro is not worth carrying even though it's the most powerful and customizable Mac Apple's built-to-date.
I would love to see Best Buy pilot selling the base model Mac Pro in select stores - maybe start with the top 50 or 100 Mac-selling stores and see how it does and expand from there?
Entry-Level Mac Pro | Model: ME253LL/A | SKU: 2680016
3.7 GHz Intel Xeon E5 Quad-Core; 12GB of 1866 MHz DDR3 ECC RAM; 256GB PCIe-based Flash Storage; Dual AMD FirePro D300 GPUs (2 x 2GB); Six Thunderbolt 2 Ports; Four USB 3.0 Ports; One HDMI 1.4 Port Supports up to Three 4K Displays; 802.11a/b/g/n/ac Wi-Fi; Bluetooth 4.0; Unique Compact Cylinder Design; Mac OS X 10.9 Mavericks
I went to two Best Buy locations looking for an item last night and I needed to print a coupon from online. Both stores only had about 2 kiosks and in both cases there were issues with both. At one location, the screen was basically going out so you could only very faintly see things on the display. The only other kiosk I was able to locate in the store the printer had random letters and numbers on it and was flashing. At the second location, the only kisok I was able to locate was in the back and the printer was very low on the toner so it only printed the top half of the page. So to summarize, it was incredibly difficult to find customer kiosks in the store. In one case one was on the end of an aisle and in the other it was in the far back corner of the store in the car installation area. In both cases, the kiosks were not cusotmer-ready.
The actionables I conclude from this are (1) Customer kiosks should be easier to locate. Clear signage or maybe better (more central) re-locating in the store could fix this. (2) There should be a schedueled maintenance program on these. At a set interval, a technician is dispatched out to repair/replace defects and toner is also mailed specifically for these units on a set interval as well.
There is no way to compare ear bud sound quality side by side without buying them first. The reviews are not all that helpful, sound quality can be more of a personal preference. Also, I think customers would spend more on ear buds if they knew the sound was significantly better. There is nothing worse than spending $100 on a ear buds to find out that they sound terrible. I'm not sure how you could set up a demo area like the over/on the ear demo space, but if you could, it'd be a huge competitive advantage.
I find it so strange sometimes....BestBuy is one of THE largest technology based retail stores and yet, you are still using ancient equipment like literally. The two stores nearest to me ( within a 75 mile zone ) both still use the old huge monitors and still have the older receipt machines ( or whatever you call them )
I think it's time for an upgrade don't you? BestBuy can spend all of this money on the "Samsung corner" yet they can't update to current technology. I also believe that by doing this you would be helping to encourage some users who are afraid to go to the newer technologies to embrace is further.
A couple of items. First one has to deal with the consumer completely and the second idea handles how certain products are ordered by BestBuy.
1) As a consumer when we see a good deal you may wish to purchase one of these products for your friends; I will use an example of something from about a couple of weeks ago for this purpose as it's a very good example. Back in late January Battlefield 4 was on sale for around $25. Because it was such a great deal on here I ordered two copies. I wish to have one copy sent to a friends store so his father could pick it up and I was going to have one sent to my house. I was going to do this all in one order however hte problem was that there wasn't a selection process for me to be able to put one in a store pickup and the other as a seperate location/shipment. I would like to suggest to be able to "merge" and to seperate:" products of more than one into it's own category to combat this issue.
2) The second issue involves more specifically the digital download section. First off, BestBuy as a curtesy please please PLEASE remind customer service reps that there is a digital download phone number and give them the proper instructions back when I purchased COD: Black Ops they acted like they had no idea what I was talking about...
Now, on to the digital download suggestion itself. Speaking of COD: Black Ops for an example...the game at that time in the possesion of BestBuy apparently there was ZERO digital codes to give out and I had to wait for more to be ordered from teh vendor or at least that is what I was told by the serivec rep in teh digital download department on the phone.
So here is what I would do...
a) you should always have the digital version say "out of codes" or something of that sort so we know you have and can even buy but it lets us know in advance we will have to wait for a code to come in!
b) you should consider upgrading your systems so the reps can give more information on these items. Like seriously, I went through five different people until a manager of some kind was able to tell me/admitted to me the problem. They kept originally telling me " the system is down" or that " there is maintenance being done on it" okay, cool. If that was the real reason. Don't lie to the customer! #1 rule. If a rep doesn't know the answer, either ask another person, get a person higher, or actually admit that you have no idea.
I would like to suggest that BB consider opening a store in or around Griffin, GA. As some of the more active members here knows I am a digital fanatic because of that issue of there not being a near by BB. I wasn't entirely sure where to post this but I guess it's a suggestion overall so posted here.
I doubt this will get enough votes up considering well... probably not that many georgia forum viewers so yeah. I just wanted to throw out the suggestions either way cause I really do get sick of hearing people say "just go to BB store" the thing is... I CAN"T and I WON"T go to one with such a far distance away.
hello i like my best buy and been shopping there a lot i got my xbox one from best buy as well. i was on line for 8hr and yes i preoder. now my idea would be if you preoder ANYTHING game console movie phone whatever you should be able to get it at least 3 or 2 hrs early why not? now a days when you go to the movies they let you whatch it around 9pm thats before realease which is midnight! why not take advantage of this opportunity if you preoder at best buy get it early you will have so much sales for preorders. its almost 2014 and we as customers have a lot of options for buying items amazon walmart etc.also now you can buy digital games on lauch date over microsoft store xbox live or psn playstation that means no line no waiting no driving also you dont get robbed besides you got to preoder at best buy i have to wait come in pay taxes do another line get my game and wait to get out by midnight get to the car and get home and then... wait for the game to install! thats a lot of waiting please make this a reality please
This seems to be ac ommon issue with UPS/Bestbuy due to the BestBuy regulations for the way they are shipped and what can/cannot be changed about the delivery of these orders ( even for the UPS premiums! )
I would like to suggest that these are stipulations are at least partially removed to help lessen the burden it has on the working class here. Ideas for stipulation removals or changes are:
-The ability for a user to go to the tracking number and uncheck signature requirement. I say this should be available on the phones because if you can do this on a $2,000 computer it should be available on a $800 phone...
-The ability for UPS premium members to set their own time to delivery. I am not sure how many of you are UPS premium members/or know the good little options out there for this membership but one of them is you can select what time the delivery arrives ( well it's more of a time frame but still ). The problem is I found out from a friend that the specific stipulations that BestBuy has in place for phones even goes higher than the premium benefits which eliminates this choice.
Some cell phones support phone words in the dialing environment (e.g. Blackberry qwerty phones).
Some support phone words in the texting environment (e.g. in Samsung Galaxy S phones, you can specify a phone word as a text message recipient, the phone accepts it and even writes its numerical equivalent under it).
Other phones simply give an error message if you write a phone word for a text message recipient (e.g. Sony Xperia).
I think it would be great if BestBuy specifies for each cell phone whether it supports phone words in the dialing environment and/or in the text messaging environment.
I am writing to submit an idea in changing the way that you create and manage your lines for big event type sales. I have noticed that the last few black Fridays as well as the PS4 opening date, have created this "camping out" idea in front of the store. Last year I went about an hour after the store opened and was shocked at how big of a mess this creates as people just don't care how they leave the front of the store. The smell of urine and feces was overwhelming! There aren't any bathrooms located within a two block radius of the store that is open from Pm till Am, so these great customers are just using the bushes. The garbage's were all overflowing, and the parking lot was littered with garbage. Last of all I live in a cold climate, people had propane heaters, generators and propane grills to eat from set up in front of the store. By condoning this action Best Buy is taking on a liability nightmare in the event of an explosion, death, or health code violations.
Prior to ticketmaster and stub hub, I worked for Kroger and we had a tickets that would go on sale for various concerts and sporting events. It used to be first come first serve and the same problems would arise. We changed to a wristband system and it completely changed how these events occurred. My idea would be to go to a color coded wrist band type system. Have up to 10 different colors for the items that are a doorbuster items, good only at the store that the wristband was given out and then have random computer based drawings for the items 10 minutes or so before the item goes on sale. Must be present to earn the right to buy the item. Not only will this bring more customers in, as they have a better chance to be able to buy the big items, but it will also get rid of the problems associated with people camping out.
An idea to save space in stores and create a better buying environment while adding more product choices. What about having book, music and video kiosks to browse, sample and buy/download in-store? Dedicate an area in store buy creating a cafe-like area where people could browse digital media via kiosks/tables. People could dock their devices and use high-speed connections they may not have at home to download to phones and/or tablets. Have a deal with a service like iTunes/Amazon/Spotify/Google to sample content and buy using their store accounts.
Smaller Neighbor hood stores with product centered around the local market, with employees who can get to know their customers persoanlly. Smaller stocked amounts but with product geared to that specific market. One store geared to media, another to Mobile electronics, another to TV Stereo, another to Car audio and so on. Each contributing to the company over all but not dependent on the performance of the others.
Black Friday openings have gotten crazy. When I first hit some Black Friday sales everything opened at 6:00am. Then a couple of stores opened at 5:00. Then one year Kohl's and ToysRUs opened at 3:00am. I thought they were crazy, and my wife also for going to Kohl's at 2:00am. But it worked. Both stores were SWAMPED at 3:00 am. Many stores jumped on the bandwagon and started opening at midnight and in the last few years there are now stores opening at 8:00pm on Thanksgiving
I think some Big Stores Like Best Buy should step up to the plate and open at 7:00 or 8:00 am on Black Friday. The Majors such as JC Penny and Macy's are going that route.
Reason number one. It is very disrespectful of the employees to open that early.
Reason number two. Perhaps shoppers will stop bailing on their families Thrusday night to go camp out.
Reason number three. You will still sell millions and millions of dollars worth of product over the next few weeks. If your worried about Target or Walmart out selling you. Make it known that you will keep your BF prices through Monday while supplies last. After all BB will get 150 of TV "X" and sell it for $xxx.00 Your still going to sell all 150 of those TV's
I was kind of shocked about this the other day my own self but apparently it's true.
At the current time you cannot purchase a warranty via the internet (after purchased/shipped) and you can't purchase a warranty for in store purchased good items afterwards online/over the phone.
My suggestion is well two things really.
1) In store purchases should also show under "orders" on your account if you sign in on the Best Buy website.
2) Make it so you can order warranties within the 15 day policy window of course for different things that have a warranty over the phone, over the internet, and in store purchases. There is no excuse if a geek squad agent is able to actually look up my order, and even get to the warranty information but they can't edit my order with the warranty information. That's just silly and redundant. That would be an easy additional power for the geek squad team over the internet/phone.
Most people go to a brick and mordor store because they want an item NOW, They don't want you to order it for them. They could do that themselves at home if they wanted to do that. Increase your inventory on new items and hot items. I'm nat talking about keeping every tech trinket ever invented in stock. That would be impossible. I'm talking about things you have on display. If I can see a live unit of something and a price tag next to it, I should be able to buy it right then. I understand that some items are in such high demand that you may have to wait a few days for another shipment to come in, but when an item is on display and ready to sell and the next shipment has come in with said item not onboard, it's inexcusable. Stop trying to save a small fortune and up your inventory of items you have on display!
Ok, so there used to be a Circut City store in our local area. It almost always seemed to be somewhat busy. Of course a few years back the whole chain of stores was closed so unfortunately this one was lost as well. Since then there hasn't been a decent store specialising in electronics/ computer components. Radio Shack and Gamestop only sell so much. I think it would be awesome to go to Best Buy. Unfortunately with the nearest one being about 85 miles away, it's inconvient. Any chance of building a Best Buy in the Vienna, WV / Parkersburg, WV / Marietta, OH local area?
When Best Buy offers Deals of the Day, which normally is a deal for it is priced way lower than what it normally is, should the product be available? Why should a customer have to wait 5-7 days on a product that could easily be carried in the store? Product shouldnt be offered as a deal if the customer is going to have to wait for it. Offer deals on products that are ACTUALLY available, and if not be willing to offer rainchecks every once and a while, ecspecially to MyBestBuy members who are loyal shoppers.
A demo gaming station should be set up at atleast one TV in all Magnolia Home Theater stores. These would consist of Xboxes and Playstations and games that are particularly rich in graphics. While many home theater owners primarly watch sporting events and other programs/movies on their televisions, there is still a large consumer base that enjoys high end equipment to play video games. Customers would also want ther children to use their home theaters too, which presents another large reason to include gaming systems in Magnolia sections in Best Buy.