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0 Votes

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.

Status: Acknowledged

It sounds like this store was understaffed that day. We already have a dedicated person for phone support in our stores. This person does sometimes help with other tasks, but they shouldn't be trying to do both at the same time.

This will add value to GCU customers who spend alot via items that don`t recieve the 20% discount or other perks.

Status: Tell Us More

Would anyone else like to see this as part of Gamers Club Unlocked? Make sure you vote for an idea if you like it.

Maybe I've missed it somewhere and this already exists, but I think it would be useful to have an easily accessible "preferences" area for the My Best Buy account page where a customer can adjust their opt-ins and outs of certain e-mail communications. Even better would be to offer some level of granularity where you can specifically select which kind of promotional e-mails you care to receive (i.e. I want e-mails regarding video games, but not mobile phones). To me this enables the customer to help Best Buy determine what is most enticing at any given time, because it varies from person to person and is subject to change. It would be perfectly acceptable if there were a waiting period for notifications to go into effect so people can't opt in after a promotion goes out and then immediately opt out after they get it.

Status: Tell Us More

I have a feeling this is not in place because we of course want our customers to see all of our marketing emails, but I do find this idea interesting. Would anyone else like to see this as part of their My Best Buy account? Make sure to vote for an idea if you like it.

0 Votes

Recommended Products page

Status: Tell Us More
by Valued Contributor on ‎11-05-2014 07:43 AM

I don't normally view this page but one thing I noticed from the start is that what it was suggesting for "top picks for Allison" was totally off the wall as far as correct picks for me. 

 

I feel a remake of this with better cookie analysis could be useful. Just to give an example

 

-It was suggesting dualshock controller chargers for PS4...um...I don't even own a PS4 nor have I ever searched for PS4 information. 

 

My suggestion: When it reads the cookies of browsed items, have it to cross reference to previous orders. For example: I browse PC related items, have it cross reference my order page to see if I have ever purchased PS4 console/or related products. 

 

Also this one isn't so bad, but again a deeper analysis would had made it more realistic. In this example yes, I do browse smart tv's but I always use the site filter to go to the larger televisions as I am always looking for a good price on a larger one. The top pick for me was suggesting a small 38'. by having it showing what was under the filters I use, and the price ranges I look for it could had provided better outputs.

 

Status: Tell Us More

Thanks for the suggestion. Does anyone else feel like we are recommending the incorrect products to them? Make sure you vote for an idea if you like it.

BestBuy involved in tech events

Status: Tell Us More
by spadekqj10 on ‎11-05-2014 12:41 AM
Bestbuy as a company that states they have the lastest and greatest as well as selling videogames and everything tech. I would be nice to see them at events such as E3, or the sony expirence expo in vegas, even comic con would be great considering tech nerds are comic book, science fic. Nerds anyway. Not to mention they claim to have the latest and greatest however i hardly see them showcasing any of that. Also i know they have a lot of talented people that would love the opportunity to showcase their talent at such eventa BBY has a wide range of people who would jump at a chance to participate in event such as these. Isnt one of bby models to have fun while being the best ? Why not proving it? Even bby marketing sucks.
Status: Tell Us More

We do participate in these events from time to time, but I would like to hear if anyone has any specific tech event requests for us. Make sure you vote for an idea if you like it.

Wedding Registry for the fellas!

Status: Acknowledged
by Cristy on ‎11-01-2014 09:22 AM
Hi my name is Cristy, I worked for Best Buy for several years and I still bleed blue, love the company and I'm a loyal shopper! Recently I got married and when doing the whole gift registry thing with my now wife we hit the usual spots, Bed, Bath and Beyond, Crate and Barrel, Restoration Hardware... You get my drift. And though those places were great one thought kept entering my head...why doesn't Best Buy have a Wedding Registry? I mean I'm a girl but I would much rather have gotten a Big Screen TV or Xbox One vs. the bread maker and new sheets. I would imagine a lot of guys must feel the same way! Heck, I can see the commercials in my head now ... Guy running through store with a cool scan gun, zapping things like laser tag having the time of his life! I mean it's like making a wish list and having the possibility of getting it or at the least getting a bunch of BBY gift cards to go towards it. I can see the little registry cards in wedding invitations, Linda is registered at Bed Bath and Beyond, Bob is registered at Best Buy. Weddings are made out to be her day, but what about the fellas? They shouldn't be forgotten! And with all the legalization of gay marriages in many states there will be a significant increase in weddings for 2015, my career now is a marketing manager and I gotta tell you in my opinion this is an untapped gold mine BBY is missing out on. This is one way to cater to a growing industry and grow as a company. That's my idea, thanks for your time.
Status: Acknowledged

Back in 2012 this same idea was posted here, and on 10/22/2014 I updated that idea to We Did It status after we recently launched our Beta Wedding Registry.

0 Votes

Fair credit card rate

Status: Acknowledged
by llvis27 on ‎10-31-2014 02:16 PM
Dear Mr. Joly,

I have a great suggestion that may put you heads above all places that offer credit;
Offer a decent interest rate!!!
Take the lead with fair and affordable credit so people can buy!


Not only will you be Best Buy but you will also be Best Pay!!


I often will not make a purchase because I do not want to pay over 20% in interest rates.


Be innovative! Offer a sliding down scale of credit. Start at 10% and slide down the rate as customers start to pay down their credit. 10% until the bill is half paid then scale down the other half to 5%! Let people really purchase your stuff knowing that they can pay it off.


Offer a better rate for automatic electronic payment that is made on time.


Take the lead Mr. Joly.


Consumers are very credit savvy and will know that they are getting a good deal with confidence that they can pay off what they "Best Buy".



Status: Acknowledged

Thanks for the suggestion but our Best Buy branded credit cards are not issued or controlled by Best Buy. We are not a bank, and thus not able to issue credit cards. These credit cards are issued by Citibank, and the interest rate is exclusively set by them. If you want these cards to change you will need to reach out to Citibank.

Can someone please post a sample video or video screenshot that can be used to asist customers who are still have trouble getting the PAID Gamer`s Club Unlocked(GCU) 10% bonus perk added in-store correctly. It is a tricky process even for the reps who know what they`re doing & for those who are unaware they just say nonsense like "it`ll show up at the end", "it doesn`t apply during promos like 50%/100%" or "I don`t know what happened".

Either a very simple sample before non GCU trade in screen & after GCU is correctly added screenshot. Or even better how about having Hubert Joly take in a stack of 5-6 of last years high profile games & allow him to attempt a trade in at a store far away from BB HQ that doesn`t know he`s coming. Bring the secret cam crew & enjoy the show.

I`m sure he has a paid GCU membership right? I mean where else would BB`s CEO buy games from even if not for himself certainly he has friends/family with children and/or children himself and the must have some interest in games.

This issue has been going of for YEARS and yet almost every week there`s no shortage of people posting losing out on their 10%. This issue rarely if ever happens at GS in fact their reps actively promote the benefits including getting out the calculator to show the savings. How can you possibly compete if your reps aren`t willing/able to meet the standard of knowledge of the program(which is $120 vs $15). For $120 it is completely UNEXCEPTABLE for this issue to have lasted tbis long AND when a customer who knows the perks & request a manager but even the management staff is being reported as failing too.

Screenshots and/or video that combined with better trained/informed staff is seriously needed. Even when you had game reps this happened to frequently. Failure plain and simple failure.
Status: Tell Us More
Would anyone else like to see us post a video on this subject? Make sure you vote for an idea if you like it.

Add a Search Within Results Feature

Status: Tell Us More
by sfoosball on ‎08-21-2014 09:32 AM

So here I am shopping for video cards on bb.com and decide I only want to look at my options for R9 cards. Unfortunately the way it's set up is that I have to go to the main search bar and start my search all over again. A lot of shopping sites let you "add" additional custom search criteria so you don't have to leave your current results to start all over again.  It sure would be handy to not have to leave the page and start all over again from scratch on a new search.

Status: Tell Us More
Would anyone else like to see this happen? Remember to vote for an idea if you like it.

CARRY XL INK CARTRIDGES

Status: Tell Us More
by MadDog760 on ‎08-15-2014 03:38 PM

I bought a Canon Pixma MG7120 printer from another store because you didn't have the printer in black in the stores at that time. I can get a discount from Best Buy on ink and toner. The problem is that Best Buy doesn't carry the XL size of ink cartridges. I can not even order them online. Please carry the XL size of ink cartridges.

Status: Tell Us More
Thanks for the product suggestion. Would anyone else like to see us carry these? Remember to vote for an idea if you like it.

I would love to be able to keep track of my preorders via MyBestBuy. I currently have a lot of preorders for this fall. Tons of good games plus figures for Disney Infinity and Skylanders. It would be great to see a list of these items, the remaining cost, release date all organized on an order page where I can get a good visual for how much damage I am causing to my wallet. Thanks.

Status: Tell Us More
You should be able to see all your BestBuy.com pre-orders in one place, but BestBuy.com wouldn't list any pre-orders placed in one of our stores. I assume you are asking for all store and BestBuy.com pre-orders to be listed in one place for each customer. Would anyone else like to see this happen? Make sure you vote for an idea if you like it.

New Search Filter

Status: Tell Us More
by sfoosball on ‎08-15-2014 12:10 PM

I saw something on a website that I would LOVE to see on Best Buy which is to sort by biggest discount. Sometimes a great deal is better than the lowest price.  For example if a computer is within my budget but not on a fantastic sale, maybe I would go a little outside of my budget for one that is better but REALLY on sale. 

 

The way I would impliment it as an option where price range is now. If a customer wanted to spend X amount of dollars, price range is fine. But if a customer just wants the very best sale price they can get, then it makes more sense to filter by a choice of biggest percentage off and biggest dollar amount but make sure to include rebates.

 

I know a lot of people just like getting a bargain or the best deal.  If the choice is a lower cost item that's $13 off or a higher cost item that's $50 off, maybe you could convince them to go with the higher cost item.  I can see where that would be very helpful especially in TVs where there are so many to choose from that it just might come down to getting the best deal on the best TV.

Status: Tell Us More
I can see many people using this search filter. Does anyone else want this put into place? Make sure you vote for an idea if you like it.

After seeing how aggressive Amazon is being towards offering the closest thing to online ordering & instant gratification why not beat them to the punch & at their own game. Cost would need to be the 1st thing to overcome & by simply offering an Amazon Prime copycat service that should provide quite a chunk of revenue/profit needed to fund the service. That can be found in this existing Ideax thread( http://www.forums.bestbuy.com/t5/Best-Buy-IdeaX/Offer-a-service-to-compete-with-Amazon-Prime-and-or-...

My idea is to attack three different ways offer the customer the best option for them. Have 24/7 electronic access "drop boxes" located at every store that allows customers to order online & pick up there at their convience. The order paperwork should have a barcode which allows partial access, followed by a combo of face, ID, payment and/or thumb/finger scan. Once confirmed the correct item box opens allowing the customer access to their purchase.

Work a deal with UPS/FedEx or Independant Contractor Couriers that do direct drive same day "local radius" shipping. As a courier myself I know a single driver could handle a pretty large area knocking out several hundred deliveries per day. Several drivers leaving stores/warehouses going straight to customers homes/employment would really be a game changer.

Finally, have the drop boxes located at major shopping hubs or areas of convience that would be setup by employees daily and/or UPS/FedEx/IC Couriers. The customer would be able to chose the option best suited for them by paying an a la carte fee, having the BB "Prime" service or a simple BB "Prime Light" which would offer a fraction of the full service benefits paid all at once or monthly.

There`s definitely alot of "moving parts" for this to work but the foundation of the idea is sound. If put in place correctly your current B & M competitors will be scrambling ro catch up while online only ones would need to greatly increase cost ij order to compete negating their edge.
Status: Tell Us More

The logistics in putting this into place would be crazy. I do see that we are currently testing a version of this idea in some areas. One store that our version is being tested in is our store in Union Square NY, NY. Would anyone else like to see this happen? Make sure you vote for an idea if you like it.

Adaptation for online Video Game Trade Ins

Status: Tell Us More
by on ‎08-14-2014 11:56 PM

As a way bring in foot traffic & cut short the time between a customer mailing in games & recieving the giftcard I have a possible solution. Give the customer the option to mail them to their local store and/or drop them off via the previous Ideax found here( http://www.forums.bestbuy.com/t5/ideas/v2/ideapage/blog-id/IdeaX/article-id/4942/page/2#comments). The process for the customer will be greatly expedited allowing them to begin re-investing their credit back into their local stores which makes BB more competitive.

 

 

I realize this added volume will mean more work for the local store reps(too bad there`s no dedicated game reps) & there will be an extra step in the store process but this type of service will pay off. The faster the customer gets their credit the faster they can spend which is what BB wants. Now with pretty much every retailer taking trades having the best ways to trade is what will seperate BB from the pack.

Status: Tell Us More
Interesting. Would anyone else like to see this as an option? Make sure you vote for an idea if you like it.
I think it would be to Best Buy's advantage to add the 13" MacBook Air (Z0P0-MD7614B) to your in-store assortment.  The Intel Core i7 with the 8GB of RAM is an extremely popular configuration and would bring in an additional $200 per unit on the most popular Apple notebook (hence the reason Surface Pro 3 is aggressively marketing against it).  It would also be in-line with what other premium ultrabooks (like the Lenovo Yoga Pro 2) have spec-wise. 

 

  • 1.7GHz Intel Core i7 Dual-Core (Haswell)
  • 8GB of 1600 MHz LPDDR3 RAM
  • 256GB PCIe-Based Flash Storage
  • Integrated Intel HD Graphics 5000
  • 13.3" LED-Backlit Glossy Display
  • 1440 x 900 Native Resolution
  • 802.11ac Wi-Fi, Bluetooth 4.0
  • Dual USB 3.0 Ports, One Thunderbolt Port
  • 720p FaceTime HD Camera, SDXC Card Slot
  • Mac OS X 10.9 Mavericks
Status: Tell Us More
Would anyone else like to see us add this MacBook to our assortment? Remember to vote for an idea if you like it.

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

 

Status: Tell Us More
Would anyone else like to see us carry the Mac Pros in our stores? Make sure you vote for an idea if you like it.

Need a few more ways to search for computers

Status: Acknowledged
by geeksalive on ‎08-11-2014 03:32 PM - last edited on ‎08-12-2014 10:58 AM by Senior Social Media Specialist Senior Social Media Specialist

Please add the ability to search or sort computers by MAXIMUM upgradeable amount of memory and/or the number of user-accessible memory sockets. (This is necessitated by the trend toward one-memory-slot computers and even completely nonexpandable RAM memory.)

Also, please add the ability to exclude from searches those laptop & tablet computers, and phones, which lack user-replaceable batteries. (This is necessitated by the trend toward soldered-down / glued-in, non-replaceable batteries.)

 

Also, searching and/or sorting by battery life and/or battery capacity and/or number of battery cells would be useful.

You may reach me at {removed per forum guidelines}

Status: Acknowledged
Thanks for the suggestion.
0 Votes

Phone Recycling for Hospitals

Status: Acknowledged
by Fishwithadeagle on ‎08-11-2014 12:18 PM - last edited on ‎08-12-2014 10:51 AM by Senior Social Media Specialist Senior Social Media Specialist

Hello Bestbuy,

        I just though that this would be the best place to propose this idea because the email on the bestbuy website was only for the store. I am working on creating a charity (Tech for Tots) that donates old and recycled phone to children during long term hospital stays. This would target families of lower economic brackets who may not be able to afford phones for their children. This helps the children remain occupied and connected during their hospital stay. We are working with multiple hospitals in the Cleveland area who are interested in the program, the only issue is that to begin the program, we need to have phones to donate. I noticed that there are many phones that are being recylcled through the Bestbuy Electronics Recycling program that could have much more use through a program like this. I was hoping that you might be able to donate some of those recycled phones to this program.

 

      If you have any more information about the program, just send me an email. This is just a basic summary of what we are trying to do.

        

                                               -Nathan {removed per forum guidelines}

Status: Acknowledged
Thanks for reaching out to us on this. I'm not sure if extendingthereach.com will be able to help or not. My suggestion would be to write a letter to us here at our corporate headquarters. The address here is 7601 Penn Ave. S. Richfield, MN 55423.
0 Votes

Gift card balance update

Status: Acknowledged
by adebrecht661 on ‎08-11-2014 10:38 AM

I would just like to suggest that the website be updated to reflect the actual amount of time between cancelling an order and gift card balances used being credited back. On the order FAQ page and the gift card page, it is stated that all balances are credited within 30 minutes of cancellation, but calling Best Buy customer support, I was told it could be up to three days.

Status: Acknowledged
My best guess would be that in most cases the funds are put back onto the gift card in 30 minutes of cancelling an order, but in some rare cases it can take up to three business days.

Gamers Club Unlocked

Status: Tell Us More
by diamonddisc on ‎08-08-2014 01:56 AM

I think that this is an idea that Best Buy should consider greatly. I am a hardcore gamer and probably purchase ten games per year or more from Best Buy and that is just for me. I buy plenty of games as gifts as well. So I would say I buy about 15-20 $60 games per year. That a lot of cash ($1000+). I have recently been considering taking my gaming business elsewhere due to the current state of GCU. It used to be such an amazing deal and a great way to reward your most loyal customers. You would get a monthly magazine and $10 for every $150 spent, not to mention the amazing "5 for $100" and "Victory Can Be Pre-Ordered" promotions. Now, the only thing of mention is 20% off new games. While this is an amazing deal, it also is not. Lets take a look. Lets say you buy 5 games per year. Under the old system you would pay $15 for the membership and get $20 per game in certs, plus an extra $20 for spending $300. That's $120 in certs - $15 membership cost = $105. Under the new system, you get $12 off per game plus $10 in certs. That's $22 per game or $110 but the membership costs you $120 instead of $15, so you lose money. Here are my proposed changes to the program. If I don't see a positive improvement to the program soon, I will be switching to Amazon most likely.

 

1. Change the membership cost to something a bit more reasonable and add a one year option. $59.99 per year or $99.99 for two seems fair. That way people are saving money by going with the two year option.

2. Get rid of the magazine. It is pointless now that it is no longer print. I mean, it was nice to get a magazine in the mail every month which is why I still subscribe to GI, but now that it is digital only, it is dumb. By the time the magazine is available, I have known all the "news" for weeks or longer thanks to the internet.

3. Extend the 20% discount to accessories.

4. Keep the $10 pre-order bonus for free My Best Buy members but make it $15 for Unlocked members. Why are the people that pay $120 for their membership getting the same bonus as those that don't? Also, add new games to this list on a regular basis. A good way to do this would be to add new games every quarter. So say, add new games for Jan-Mar, then April-June, etc. There are so many games that I would purchase if they were part of this promotion.

5. Give bonus points for pre-ordering and picking up ANY game within a week of release, not just the ones on the $10/$15 promotion. Say if a game isn't on that promotion, you at least get $5 bonus.

6. Bring back the $10 for every $150 or maybe even $5 for every $100.

7. Get rid of the ridiculous 3 game limit and only ban someone if they are clearly abusing the discount for resale purposes (i.e. you notcie them buying ten copies of every game that comes out). I don't want to have to keeo track of my game purchases and worry that buying a gift for someone might put me over my limit and get my account deleted.

8. Have prizes like GameStop does with their Epic Giveaways (signed games, chance to go to E3, etc.)

Status: Tell Us More

It seems like there is much more than one idea here, but I would like to hear what others think about this idea. I believe we did just change number 7 on your list and you can read about the change here. Make sure you vote for an idea if you like it.

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