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This issue involves the new 12" Apple MacBooks in particular. These computers are impossible to find and get and a lot of the DCs have them in stock but they are not shipping them to stores. I would completely understand this mentality if they were orderable thru OMS but OMS is still turned off on these. This means the only other way to get these is to find another brick & mortar location that has them in stock and initiate a physical transfer. The common problems I run into here are (1) stores don't answer the phone at all or answer and place you on extended holds, (2) stores answer the phone and take forever to locate the product and/or (3) stores find the product citing that it's their only 1 in stock and they refuse to sell it stating that their manager or supervisor is denying the transfer request.
So in other words, they would rather WALK a sell that is going thru (because it's not at their location) than take care of a customer and create a positive shopping experience and what's really silly to me is most of the time the store's aren't selling this item as referenced thru their weekly sell-thru. There should be a system in place, similar to OMS or ExpressLane that's strictly for store to store transfers that makes it easy to initate a transfer and if that item is physically not being sold at the time the transfer is created, the store MUST transfer it out (provided its to take care of a customer and not just to sit on a shelf in a new location) and it should integrate with Campus Ship to make it easier to flow thru this process and also CC all the leaders in the store that the transfer is coming from/going to with the customer information and tracking information.
I know in this example I'm talking about MacBooks, but I've seen this issue in other departments too, like in Home Theater on popular 4K models, etc. etc.
It would be great if there were an option to filter the view of products that were in stock at the local store(s) selected by the customer. That way, we wouldn't have to wade through pages and pages of product links in order to find out if you have in stock the product(s) we want at our local store.
Sometimes, (and by sometimes I mean most times) I would like to get a product that same day by just looking online at your website and finding what's available at my local store. Otherwise, what is the advantage of buying from you as opposed to one of the many other online retailers and to add to the mix, I wouldn't have to pay sales tax if I bought from an online retailer from out-of-state. If I have to have Best Buy ship the product I desire anyway, why not buy it somewhere else and save a little money.
With Best Buy being a Electronics/Technology/Media Store, a Customer Service Department dedicated specifically for gaming needs through it Toll-Free Phone Customer Service that deals in only Gaming should be created and established. Since Video Games are always a high selling products and with Best Buy having the Gamers Club Unlocked Program, it would be a way to push it more. This Department could help Best Buy Customers in many ways and help fix problems such as:
Any problems with Pre-Order bonus's or other digital orders/items (EX: Codes not received)
Price Adjustments of video games when best buy lower the price, especially with keeping GCU Discounts in mind on top of the adjustments.
Problems with GCU Activating correctly at purchase or not applying to games correctly
Problems with Pre-Order $10 Certificates not showing up on accounts when they should
Any potential Trade-In Problems
Not receiving Welcome coupons from GCU when signing up
Any Gaming Promos not applying correctly to a order
A big one is also the hassle of dealing with a majority of both phone reps and in store reps who after a year still does not know the in and out of the GCU Program
It will help keep the work off of the Forum mods since a majority of the problems on here are for adjustments problems and also GCU not apply discount right and the normal everyday phone reps and in store reps are giving false or informed information since it not there specific department.
and many many more reasons
Others customers probably can also input very good reason to make this happen. Especially since due to the normal everyday employees who have not much knowledge of many of best buy special programs especially GCU there is more frustration and problems that the customers must burden with constantly having to keep trying over and over until they get that single employee who is informed.
Back in January, Apple announced a "SIM-free" unlocked model that their retail stores would be the sole, exclusive carrier of. I think there's a large opportunity (especially in the southern U.S. markets) for Best Buy to sell Verizon iPhones without a contract. Verizon iPhones are shipped unlocked and can be used in countries where carriers use GSM-based SIM cards. At present, most Best Buy stores will refuse to sell iPhones without a contract or comparable NEXT, Edge, EasyPay plan because the stores don't profit as much on the back-end; However, I'd be willing to bet that Best Buy is leaving a lot of money on the table in terms of revenue from customers that would otherwise shop at Apple to get this device. Another plus for Best Buy is that Best Buy easily outnumbers the total number of Apple Stores by at least 3x the volume. If you put this in markets where there are no Apple stores, you fend off online sales of this model and redirect those customers into your stores (especially if you take into consideration that on a large purchase like this you get rewards at Best Buy whereas at Apple you don't).
I think there's an opportunity for Best Buy to both create value for it's Elite+ members AND increase attachments on it's protection plans on laptops if it were to offer Elite+ members of it's rewards programs that purchase laptops over $999 with Total Assurance plans a loaner laptop in the event that something were to go wrong with their computer that would require it to be checked in over a 24-hour period. The program would NOT have an additional cost, you'd just have to meet the criteria.
The hows and whys:
(1) The person would need to be Elite+ (spends over $3500 in a calendar year. These are your customers that have proven themselves "loyal" to Best Buy and are less likely to try to defraud or abuse the system.
(2) The customer must have purchased a computer $999 and up with Total Assurance. This would mean the cusotmer spent at least $1200 on the computer purchase alone which would warrant the argument for a loaner in the first place. Someone spending that much on a computer probably can't afford downtime. Average turn around times for repairs are usually WEEKS not days for computers.
(3) You could require a credit card hold for the amount of the loaner computer to cover any possible "incidents" - similar to what a hotel does when they loan you a room. The loaner computers can be generated out of open box computers versus reselling or sending them back to the manufacturer. You don't have to have a ton of but maybe keep half a dozen of each model on hand and make them available on a first come first serve basis. Like a car dealership, you're not expecting 4 dozen defective same models in a day, but you're pacing yourself for the rainy days and the loaners are only out until the computer returns from service in which the customer has 24-48 hours to return the loaner or pay a per day rental fee (extra revenue for Best Buy and encouragement to return these on-time to the benefit of other customers). These loaner computers could be previous generation models (i.e. Surface Pro 2, Lenovo Yoga 2, 2014 MacBooks, etc.). In most cases, if you're using a protection plan your computer is 1-3 years older anyway. The unique situation that came out of this for me at Fry's is the loaner computer was faster than MY computer. The more time I spent with it, the more I realized I've had plenty of issues with my machine (it had been in for service for over-heating 3 tiems) and this new ones faster, lighter, better battery and I'd be hard pressed to hear the fan ever come on (veruss mine which could give your leg a farmer's tan with how hot it got) etc. etc. and all of a sudden I went from waiting for my computer to come back from service to considering a new one (DEFINITELY a win).
I was searching for external DVD burners today. So naturally I did a search for "External DVD Burner"
Nothing came up! I did 5 different searches and nothing came up. Eventually I found a category called Computer Cards and Components. I never thought to look of it there... and voila! There were plenty of them to be found. Why does it have to be so hard to search? At the end of the day I want to find stuff easy, book mark it for easy access and order it for store pickup the next day when I want to, not jump through hoops.
Hope you understand where I'm coming from.
Hey folks. This seems to be a persistent issue for me whenever I order a game/anime that is released on a week where Monday is a holiday. I receive an email on the Friday before stating that a shipping label has been created along with a tracking number. However, UPS never picks the item up until Tuesday which means I won't get the item until at least Thursday (or Wednesday if I'm extemely lucky).
Could you please stop having the emails sent when a label is created and instead have them sent once they have departed the store/shipping facility? Either that, or create the label a day earlier so that they can at least be picked up by the carrier and much more likely to arrive on release day (for preorders)? I know there are release date issues with most video games, but the primary anime retailers (Rightstuf & RACS) tend to ship them out as soon as stock comes in regardless of listed dates.
I love shopping at your store. But it seems when I have a little bit of extra money to spend, the items I want are not readily available in your store and when I want to be able to pick up in the store, it says Pickup in 7 to 10 days. I don't have that many days to wait. Today I was particularly interested in a surge protector for my dining table area because my office work space is expanding and I noticed that you had a great price on Surge Protectors from Dynex. But while the price was cheap the accessibility to the product was not. So either I'd had to wait 7 - 10 days , or pay a shipping charge plus tax which would make a cheap item even more expensive, or as a last ditch effort which I'd really hate to do, go to another store and purchase a like item at a comparable price. Find a way to fix this because Best Buy is the closest electronics super store to my area and while there is another one that has the name of a food on a fast food menu, it's too dangerous traffic wise to travel to that store and I only do as a last resort.
I think it would be advantageous for Best Buy to really review Protection/Replacement Plan policies and how they work with their employees. Most employees realize they're tracked on attachment and will say just about anything to attach one of these because, let's be honest - they probably won't be there in 2, 3 or 4 years (if/when) the product breaks down with the turn-over in retail, but for today, they look like a rock star.
When I was purchasing a vaccum last night, I was offered a plan on the vaccum. I specifically asked the employee - "well this model is on clearance, so do they give me my money back if something were to go wrong?" And she said "Oh yes, we'd give you comparable but not to exceed what you paid or issue a store credit for what you paid tonight." I ALWAYS ask for protection plan terms and conditions BEFORE I commit to purchasing one and upon reading it that's not how the plan works. It states you get FAIR MARKET VALUE. Simply put, I get whatever Best Buy deems the value on my vaccum is in 2-4 years, which let's be honest - IT'S A VACCUM.
Had I had an issue with the vaccum and taken it back to the store, this would've caused a huge dispute (and I get the feeling this probably wouldn't be the first time if you have employees selling protection plans that they don't properly understand the terms and conditions on). As employees of Best Buy, they represent the company and you do acquire a bit of responsibiltiy and liability for what they are telling people to sell these plans so please take time and have managers quiz them, etc. to make sure they understand how they work.
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.
Best Buy is currently running $100 off open box iPhones and it is prominently displayed at the top of Best Buy but there's no way to check nearby stores for inventory without calling or stopping by (in which case, you could call but it's kind of pointless because they can't hold items for you so it's completely possible for what you were looking for to be sold by the time you make it to the store, having had this happen before in the past on an open-box iPad). It would really help to get customers into the store to be able to visually see what models you have and the estimated quantity (I've noticed on computers at least, it now shows quantity available so this would be a nice added touch). In addition, if store's are sitting on heavy quantities, Best Buy could also try running an Elite/Elite Plus members bonus worth 3x bonus points on purchase. Like the gift card, this could only be used at Best Buy so this is only a win as it helps rid open box inventory and greatly increases the chances that customers will add-on accessories, protection plans, etc. In my experience, I have seen people achieve Elite/Elite plus status in a single night because they go spending crazy just because they know they're getting triple points on the transaction.
The Best Buy price match guarantee should be updated to include products shipped from and sold by Mac Mall and Adorama. Both Mac Mall and Adorama have aggresssive prices on Apple computers and accessories. Adorama has a sales alliance with Amazon.com in a deal to broaden Amazon's selection of camera products and accessories and both are two growing segments of Best Buy's business (considering the recent influx in installs of new Apple and Camera Experience Shops in local area stores).
i think best buy should find a new, more efficient way to find there movies. for example. i know for a fact that the minute i go into a bestbuy store the first thing im looking for is the bigger better deal. in my case i mean i like going in and finding movies in my PRICE RANGE. $10-$5. $15-$20. etc. not only can this benefit the consumer but bestbuy in general. i believe im not the only one who feels this way when it comes to the movie section of the store at least. i would love for bestbuy to take this idea into consideration and really give it a try and see how it works out for them and the consumer such as myself. i personally know that i would love going straight to a section where i know the prices of the movies and the amount i want to spend. instead of going around looking for that ONE employee who works in the movie section to price check the movie for me. or looking for one of those computer kiosk that allows customer to search for prices. at least for the movie department i believe it would be a GREAT idea. Try it out bestbuy! it cant hurt! and see if your movie sales dont go up ;-) *Former assistant manager of a retail establishment*
Any chance you can do bigger packs that have more then 25 discs in them? I love the price but would love to see an offer from Dynex competitive to what other manufacturers of blank media have at BBY,
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!
Awhile back I had purchased a pair of Logitech Speakers and I am absolutey enjoying them! However I did not like the wide style AC Adapter that came with the speakers and I wish I had known about this upfront. I think all images of the computer speakers on Best Buy should show what the plug looks like as some people don't have that kind of real estate on their power surge strips and it may be a frustrating experience for customers and could result in a return to the store.