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New Idea
0 Votes


Status: Acknowledged
by JR1109 on ‎10-26-2013 04:10 PM






Status: Acknowledged

If you are trying to establish a business relationship with Best Buy you will need to contact

0 Votes

Buying warranties

Status: Tell Us More
by Valued Contributor on ‎10-23-2013 10:20 AM

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. 

Status: Tell Us More
I guess I'm not entirely sure what you are asking for. A customer should be able to purchase a Geek Squad Protection (GSP) plan for any eligible product within 15 days of making the purchase. Any purchase made in store can have a GSP added in any of our stores. Any purchase made on can have a GSP added after the fact online, over-the-phone, or in one of our stores. Are you stating you would like to be able to add a GSP to a purchase made in a Best Buy store online or over-the-phone?
0 Votes

Give Geek Squad a 22nd Century Make Over

Status: Acknowledged
by mjfreespirit on ‎10-22-2013 02:01 AM - last edited on ‎10-22-2013 02:26 PM by Senior Social Media Specialist Senior Social Media Specialist

I'm not trying to insult the Geek Squad workforce, but it needs to be taken to the next level.


Best Buy should start hiring people to actually do repair work on-site. Most things are currently sent to the manufacturer. The only thing I see Geek Squad excelling in is installing bloatware and antivirus software. Everything else is sent out. Correct me if I'm wrong.


Best Buy should be a viable option for those graduating college. Why not? There are thousands of students entering the technology field each and every day, why not make Best Buy a competitive Tech environment to work in.


With colleges fast tracking degrees, why not offer competitive jobs to those graduating from them. Best Buy has the opportunity of a lifetime to create kind of service to it's customer base that no other major corporation does. Instead of outsourcing repair to the manufacturers. Do it in-house. It's cheaper, and keeps the money in Best Buy. In-house repair, of everything electronic.



Here's what I propose:


Geek Squad agents should be Technology professionals. Not entry level, on-the-job trained electronics shufflers.


Geek Squad should have 5 levels of personnel available at each Best Buy location:


  • Geek Squad Clerks:. These are entry level personnel who do not perform any work on any equipment. These personnel should be trained in taking proper Computer Triage Reports from customers for a diagnosis to be made by the PC Repair Specialist. The clerk should also be trained in Computer Hardware and Components. A Geek Squad Clerk should know the difference between a Sata Hard Drive and a Solid State Hard Drive and other hardware that goes into a computer, and be able to make sales accordingly. Geek Squad Clerks will be the grunt force within Geek Squad. They should be the ones that deliver.


  • Audio/Visual SpecialistThe Audio/Visual Specialist ideal candidate shall hold a certificate or higher level degree in Electronics or have cable or satellite television installation experience. In-Store training can be allowed in this position.


  • Geek Squad PC Repair Specialist.: The PC Repair Specialist will hold an Associates level degree or higher and Best Buy should prefer candidates with International Society of Certified Electronics Technicians (ISCET) OR Electronics Technician Association International (ETA-I) Certifications. This position would be available at each Best Buy store. PC Repair Specialists shall have training responsibilities for Geek Squad Clerks.


  • Geek Squad Computer Support Technician The Computer Support Technician will hold an Associates level degree or higher and Best Buy should prefer candidates Associates Degree or higher in Information Technology. The candidate should have in-depth knowledge of operating systems,understand the concept of Desktop Support and programming languages. The Computer Support Technician shall have training responsibilities for A/V Specialists.


  • Geek Squad Leader (Information Technology Manager): This is the manager of Geek Squad Personnel in Best Buy Stores, and the person who hires, trains, and checks repair work. The candidate should have a Bachelors degree or higher in Information Technology Management, and desires to continue education to Masters Degree or higher.

So, now that we have these positions, what should we do with Geek Squad? MAKE IT A PROFESSIONAL ORGANIZATION! Yep. Put it up there with the likes of CDW, Xerox and other technology professional organizations who take care of the total technological needs of the business.


In-Store Changes Required for this change:


In order for this idea to be successful, Best Buy will need to change how it operates at the retail level. Currently in most, if not all Best Buy stores, customer service and Geek Squad are inter-twined and indistinguishable. It feels like Best Buy threw a penguin costume on it's former Customer Service personnel. Here's what I propose:


  • Like the Magnolia Home Theater and Best Buy Mobile, Geek Squad needs its own dedicated portion of the store, complete with it's own POS system, appointment management system for it's PC Repair Specialists.
  • Geek Squad should specialize in Technology as a whole. Technology is the core of what Best Buy does; professional-izing that in the services it provides solidifies this core value.
  • Becoming a technology professional would require hiring knowledgeable, educated staff who have the ability to create and retain a customer base. Hiring a PC Repair Specialist for a local Best Buy Store who knows their stuff brings repeat customers.
  • Compete with New Egg and Tiger Direct directly. Sell a wide variety of Video Cards and Memory, Mother Boards, Processors and other PC components of all types IN-STORE.  People go online to buy things because it's not available in store. Simple as that. The Geek Squad section of the store should showcase components, not computers. Displays should be dedicated to the latest NVIDA Video Cards, top of the line Corsair Memory and the Coolest Cooling Systems for computers. It should inspire and awe customers. The PC Repair Specialist should do a "Build of the Month" display where he or she builds the perfect computer.
  • Reduce the amount of repair orders that leave the store and go over-seas to the manufacturer to be repaired by providing professional, on-site computer diagnostics and repair. Simple.
  • Geek Squad service should be professional, geeky, and tech-y. Staff should be knowledgeable.


I see Best Buy's Geek Squad becoming SO much more. Let's get this suggestion to the right Corporate big-wig!





Michael {removed per forum guidelines}


Status: Acknowledged
I should start by saying that most items brought into our stores are not sent to the manufacturer for repairs, but are instead sent to our own service centers to be repaired where highly trained Geek Squad technicians repair the units. I think the biggest reason we don't locate these technicians in our stores is due to the sheer floor space this would require most stores. As with any retailer floor space needs to be used for selling items. I can also state that we do our best to hire the most qualified Geek Squad personnel. Thanks for sharing your insights.
0 Votes

Sure, it's probably easy to go into a Bestbuy store and buy a gift card each time you want to save for a Best Buy specific purchase, but my idea would work similar to the Pitch-In card, except that it's for one person.


For the sake of this suggestion, let's call it a Flexible Lay-Away Plan or for short FLAP.


FLAP would work like this:


1) Visit a bestbuy store

2) Take the item which you desire to purchase to any cashier

3) Cashier Scans the item, and with an added POS feature, a gift card transaction is generated with a value that is at least 10% of the purchase price of the desired item. Since the FLAP will remove the item desired from the available inventory, and administrative fee of $3.00 shall apply.

4) The item desired WILL NOT be held for the customer to pick up, however, the FLAP program would reserve the item in it's inventory. In the case of purged/discontinued items, only Lay-Away the price of the item. If the same item is not available, managers will find a like-styled item, and adjust the price accordingly.

5) Customers should immediately activate their card. During activation:

  • Customers will give their basic information
  • Customers will provide a  funding source, where direct debit from a checcking account is prefered, but visa/mastercard allowed as well. 
  • After the funding source is verified by a mini-deposit method of verification, the customer would set up scheduled withdrawals from their checking account or debit/credit card.
  • Upon making the FLAP goal, the customer can come to the store to retrieve the time. FLAP would be the form of paymentMy idea of BBY FLAP Program

6) As a bonus for customers to acheive their major electronics purchasing goal, upon successful completion of funding their item something free should be offered relative to the item purchased.


A downside of FLAP would be that customers change their mind on making a purchase. A suggested cancellation policy, that is fair should be:

  • FLAP participants may cancel their FLAP within 24 hours for 100% refund of  the deposit made towards the item on a FLAP Account and the FLAP Administrative fee.
  • FLAP customers may cancel their FLAP within 25 hours to 14 days for an 85% refund of the total FLAP balance, with the administrative fee non-refundable.
  • After 14 days no refunds are available, however the FLAP balance may be converted to a Best Buy gift card, minus a 15% re-stocking fee (30% if the item has been purged/discontiniued from sale at Best Buy stores


Status: Tell Us More
Thanks for the detailed idea, and I could see at least some customers using such a program. Does anyone else have any insights into this idea? Remember to vote for an idea if you like it.
0 Votes

Improve Mac Accessory Selection

Status: Tell Us More
by gadgeteer on ‎10-16-2013 10:33 PM

I've noticed that they recently revamped the Mac Accessory section in my local store and it looks great!  There's a lot of new products, but I'm also noticing a lot of redundnacy.  I understand in some instances (like with hard drives) redunancy creates value, as it offers the same product at different price points;  However, overall Best Buy could do a better job on the accessories they pick for Macs;  Here's some suggestions:


(1) Rain mStand / Rain mTower / Just Mobile AluRack ;   If you are using your MacBook on it's on, it allows you to effectively "dock" you Mac while at the desk and use it at an angle [ergonomically] similar to that of an Apple desktop;  If using your MacBook with a display the mTower allows you to stand the MacBook up side-ways effectively turning it into a "tower."


(2) Macessity Laptuck Pro;  A stand for the Thunderbolt Display with integrated USB 3.0 hub and space below for Apple keyboard - great for the smaller home [office] workspace. 


(3) KB Covers - Keyboard Covers 


(4) HDMI to VGA Cable; would allow Apple TV to be connected in business conference rooms and/or classrooms where iPad adoption rates are rapidly increasing.


(5) Newer, more stylish sleeves for all MacBook sizes ("11, 13", 15") - may I suggest STM Bags Grip for MacBook, Hard Candy Cases Hard Shell Case, Moshi Codex MacBook Case, Tucano Stand Up Sleeve Cargo and/or Mujjo Sleeve and/or SwitchEasy Thins (Magnetic Closure)


(6) Belkin YourType Bluetooth Wireless Keypad; Bluetooth 10-Key add-on for Apple Notebooks/Desktops - great for home office, business, and educators a-like.


(7) PlugBug


(8) RadTech ScreenSavrz iMac Screen Cover


(9) Henge Docks Horizontal Docking Station


(10) Satechi Premium 4 Port Aluminum USB Hub


Status: Tell Us More
Not being a Mac owner I guess I never noticed. Thanks for the suggestions, and I would be curious if other customers would like to see this? Remember to vote for an idea if you like it.
0 Votes

Don't get me wrong I am 100% for security and Identity Confirmation. It comes to a point though where when you have been on hold for so many hours on end and keep getting transferred to different people that you have to ask "Why are you asking me the same thing he/she did"


So I am suggesting this: You confirm with the person your identity and somehow this profile of information/confirmation is then sent to the person who is being transferred to. This way you can get right down to business and do not have to worry about wasting another 2-3 minutes on the details...



Status: Acknowledged
To be honest this should already happen. When a customer contacts us each agent should be creating a detailed case under the customer's identity, and each following agent should have full access to previous agent’s cases.
0 Votes

AMD Idea

Status: Tell Us More
by Valued Contributor on ‎09-17-2013 08:00 AM

I have a few ideas for AMD products


1) I have noticed that only AMD products are marketplace items at the moment. I'd love to see these become regular BB products! I am an AMD fanboy but honestly I have to a lot of times go elsewhere cause the marketplace values are higher than elsewhere. 


2) I would like to suggest as well that the AMD 9 series chipset come to BB. Here is the link on the AMD website for more information.


3) The FX FX 9590 and the FX 9370 to be brought into BB.


4) Lastly I would love to see the 8xxx series gpu's be added as well.






Status: Tell Us More
Would anyone else like to see us carry this AMD chipset and GPU? It’s important to vote for an idea if you like it.
0 Votes

Holiday shopping deals.

Status: Acknowledged
by richardalmyjr on ‎09-14-2013 07:30 AM

Smiley Happy:maneuver-happy:Think Best Buy is absolutely the best place to shop for all holiday gifts. I want to suggest placing DVD's, movies and TV shows, on sale now for Christmas. is a good place to shop and, from what I see, competition for you. You have taken excellent care of your customers in years past (thank you),but I am asking you to do this now please because shopping is getting underway and I'd like to shop here. Thank you for caring so well for your customers. 



Status: Acknowledged
It's nice to hear you have been happy with the service you have received from us, and I of course can understand your desire to have more sales starting now for Christmas. We should have sales on DVD's, movies, and TV shows at all times of the year. We should also be remaining competitive in the market when it comes to Christmas sales. Thanks for sharing your thoughts on this.
0 Votes

Forum/Site/Q&A suggestion

Status: Tell Us More
by Valued Contributor on ‎09-13-2013 09:00 AM

I'm the type of person if I am going to buy something I want to be able to talk to the company if needed. There are a couple of different ideas I have. 


1) Maybe on the forums there could be like different "company" boards. I.e.. In the technology/computer one there could be a sub board solely for IBUYPOWEr, Cyberpowerpc, and etc. There would be a vendor affiliate who would overlook that board and answer questions as needed for pre-sales, customizations, and etc. 


2) On the actual product itself on the BB website there should be a "private message this vendor" and a "go to this vendor forum board" button. 


Currently, from what I have noticed there is a Q&A type of thing on ONLY the larger brands such as Dell, Toshiba, HP. My question now is, WHY? Why don't Cybertron, Cyberpowerpc, and etc have these options? Why don't non electronic brands have these options? And etc. 


I say just get rid of the Q&A and move all the questions to the respective boards. This way it gets IdeaX and the forums more advertised as well!



Status: Tell Us More
Both very valid ideas, and I do know we have had vendor representatives on this forum in the past answering questions for our customers. Would anyone else have anything to add to this idea? Remember to vote for an idea if you like it.
0 Votes

You guys just missed on a prime chance to take sales from your competition for the fall shopping season. While all the buzz was surrounding the PS Vita $200 price cut you could've gotten the lead headline by announcing the console could be purchased for just $100 down & $10, $15 or $25 per month depending on bundle and 1 or 2 yr term. 


Expanding this for all consoles including the PS4/Xbox 1 would give you an edge that would hard to beat. And yes there will be those who say the total cost will exceed the base purchase price but tell that to rent a center or Aaron's who charge $25/week & the final cost is generaly 2X the base price. 


This a program that would generate alot interest along with a high voiume of warranties attached to the high end items


Status: Tell Us More
Kind of sounds like something where the purchaser would have to qualify for credit. Does anyone else have any thoughts on this idea? Remember to vote for an idea if you like it.
0 Votes

Improving the Customer Service Model

Status: Acknowledged
by urweapon on ‎08-23-2013 12:10 PM

I've been a hot-cold customer of Best Buy for about ten years or so. And in my opinion, if there's one continual weak aspect of their business model that I personally observe, that would be their customer service in their stores.


I would make a recommendation to Best Buy to improve their customer service in the stores by implementing a "five tile" rule. If a guest comes within "5 floor tiles" from an employee, that employee is not obligated to ask how the guest is doing.


I was hired by Best Buy back in 2008 as a seasonal employee for the Christmas Season. My introductory sessions were very well planned out. But, I was made to watch a video which was quite disconcerting. This video was about how to stereotype the customers based on their spending habits and in turn, decide how to allocate your time to them IF AT ALL. This video needs to be tossed in the garbage, if they're still using it. Judging an individual based on appearance alone is discriminatory and if persisted can lead to millions of dollars in lost sales if employees make incorrect assumptions based on appearance.


In turn, treat everyone as a human being and give them the same treatment regardless their appearance or supposed spending habits. Because, over the last two years I had entered a Best Buy store in the Milwaukee-area (okay, Waukesha's) with the intent on spending more than a $1,000.00 each visit BUT I chose to take my business elsewhere not because of price, but because no one was ever willing to assist me. Now that's me alone. And I lean more toward a type A personality than not, so....(draw your own conclusions and have an HR Professional develop stronger customer relations skills) Perhaps, consider having only prior retail employees working in your customer service environment? Save the non-people employees for logistics etc...

Status: Acknowledged

I’m not sure you meant to write that “If a guest comes within "5 floor tiles" from an employee, that employee is not obligated to ask how the guest is doing”. Later on you write that you left your local store without making a purchase because you couldn’t get any assistance, and I assume this means you initially meant they should be obligated.


I can say that any associate at one of our stores should be offering assistance to a customer, as long as they are not currently working with a separate customer. We should already be doing our best to assist every customer regardless of past purchases or the type of customer they are. Thanks for sharing this.

0 Votes

new pro gaming controller

Status: Acknowledged
by mrslenderman on ‎07-29-2013 01:08 PM - last edited on ‎07-29-2013 01:36 PM by Senior Social Media Specialist Senior Social Media Specialist

hello i am a young inventor and a radio controlled enthusiast. so i have modified the thumbsticks of my xbox 360 controller. this could work for any platform. (xbox, playstation, pc, etc...)


game controller prototype


what does my product do? it allows you to use your whole thumb instead of the edges like the xbox and playstation controllers. ther eis also a better feeling of control as well as more sensativity. i dremeled a few millimeters from the edges to get an increased range of motion. 


i would really like to team up and have my idea used.




max {removed per forum guidelines}

Status: Acknowledged

Thanks for the idea. My suggestion would be to try and partner with a gaming accessory manufacturer. If this controller is developed the manufacturer can contact Extending the Reach to see if Best Buy would like to carry this manufacturer's product.

0 Votes

Re: Walk Out Gifting Our Stuff (WOGOs)

Status: Tell Us More
by Cartogra on ‎07-27-2013 07:37 PM
Referring to offer in July Black Friday sale iTunes 100 gift card. Per price match guarantee, will not match gift card offers in store. Requires buyer to wait 1 week or more to get card. Gift cards (including BB Gift cards) are good alternatives to people who want to get gifts for someone hard to shop for (sometimes QUICKLY). In the case of iTunes cards, they can buy more products, which can require upgrading storage or even iPads, which can drive sales for stores even more.
Status: Tell Us More
Interesting idea. Would anyone else like to see this happen? Remember to vote for an idea if you like it.
0 Votes

Offer AppleCare in store.

Status: Acknowledged
by gadgeteer on ‎07-23-2013 09:52 PM

I know Best Buy has it's own protection plans, but Mac users are a really niche group.  I always think of us as "the water drinkers."  If you've ever been to a restaurant and asked for a cup for water they almost don't know how to respond and you usually get this small bathroom dixie-cup looking thing.  Meanwhile if you want a coke, the sizes are endless (big gulp anyone)? 


My issue with Best Buy is the sales associates clearly don't feel comfortable with Apple products.  Everytime I have a technical issue I end up waiting while a person runs around the store asking other people and the sales people mirror the same thing. If I ask a question and they don't know there's an uneasiness and they run off to go find an answer.  I appreicate this effort to find an answer but at the same time you have to realize when someone is spending $1000+ on a computer, this doesn't put you at ease with someone "tinkering" with your computer.  


For Best Buy, this is really a win-win.  As it is currently, if a customer prefers Apple Care they simply buy the Mac from Best Buy and purchase the Apple Care online or through an Apple Retail Store.  An opportunity exists for Best Buy to bring this revenue back in-home.  The other plus to this is when you just down-right don't carry it, it looks like you're trying to cripple competition. Competition's good because it makes everyone better.  There's an opportunity for Best Buy to create a white glove experience with their protection plans that may justify the higher premium.  A comparable protection plan from Best Buy can be upwards of $200 more than a comparable plan from Apple.   If you're not accident-prone you simply can't justify this premium.  

Status: Acknowledged
I hear where you are coming from on this, but I'm fairly certain we would not start carrying service plans that directly compete with our own Geek Squad Protection (GSP) plans.
0 Votes

I notice that the crew at the customer service desk is very skeletal - especially during the week.  The issue that I've notice holding up the line the most is when customers don't have a receipt and the agent has to lookup the purchase and it's absolutely dreadful: people have 13 phone numbers the purchase could be under, they have a wallet with 6 cards and they're not sure which one they used to make the purchase on, etc.  


Why not have a kiosk where customers can search for their own receipts (similar to the kiosk for trading in games).  You could put in all the information you have - i.e. your reward zone number - last name, first name - or swipe the card you used to make the purchase and it could locate and print a copy of your receipt for you.


This would be a great time to start designing and testing it so when you have influxes in returns during and after the holidays you can really start optimizing the service desk and lower the amount of time peope wait in line.  

Status: Acknowledged
Due to customer privacy concerns I can't ever see us doing this. Thanks for the suggestion.
0 Votes

More computer information

Status: Tell Us More
by Valued Contributor on ‎07-17-2013 08:08 AM

As a person who views the website everyday to try to get the best price on a computer when it comes out I have found the information to be provided is mediocre at best.


Normally it doesn't list what motherboard is being used, what wattage the power supply is, what type of memory it is ( 1333, 1866, etc), how many bays and what size bays are in the case, what type of computer case it is, and etc.


For a retail store that tries to have the cheapest price, with the best products the site doesn't do honor to it's name. To lead you must have the best information, the MOST information.


I am suggesting that more computer details on the specific products itself are listed at least in the specs tab or something.


I would like to also suggest putting a warranty page on the page where you can view on that tab the different year possibilities for a warranty and the price for each year. I shouldn't have to add to cart then wait for it to add to cart, then go to checkout, and then view what warranty to choose. It should be three clicks, then checkout instead of 10 clicks and checkout does that make sense? 

Status: Tell Us More
I fully admit I found this idea interesting, and as someone who wants as much information as possible I can't agree more. Would anyone else like to see this? Remember to vote for an idea if you like it.
0 Votes

I'm just addressing on behalf of a customer here:


I do agree to a certain extent that the return policies should be more visible on every page or at least a hyperlink on each product page that takes a customer to the return policy not just for Best Buy items but also for Market Place items as well. Customers tend to get confused at these things and the less guesswork one has to do, the more comfortable people will be shopping online.

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


Status: Tell Us More
by CF on ‎07-15-2013 11:37 AM
Need to ad more musicals
Status: Tell Us More
Would anyone else like to see us add more Musicals to our DVD assortment? Remember to vote for an idea if you like it.
0 Votes

new store new location

Status: Acknowledged
by ObafemiAdaraloy on ‎07-04-2013 10:57 AM

hi guys i have an idea that you guys should open a store in ecah european city that would be pretty cool 

Status: Acknowledged
Given that we recently closed all our stores in Europe, I can't imagine us opening new stores in every European city. Thanks for sharing your thoughts on this.
0 Votes

Hello, the following lines are for a school assignment, but I believe they have relevance, so here they are. Our instructions were to pick a relevant US company and write the assignment in the first person, as if we worked for the company.


Best Buy: A Proposal for Improvement

            Sound of Music, which would later turn into Best Buy (BB) was founded in 1966 as a record store. As available technologies and customer service norms changed, so did our business model. Since then, Best Buy has evolved into a technological hub where people can get music, movies, computing devices, electronics, and appliances. We started our online store in the year 2000, and we acquired Geek Squad (GS) three years later with more than acceptable results. As of 2006 our outstanding shares had reached their maximum value at 56.00 per share, while our most visible competitor’s (Amazon) share was about 35.00. Unfortunately, that boon period would not last, after 2006, the value of our stock declined to its current price of 26.00 while Amazon’s has climbed to 273.00. We made a series of acquisitions with disastrous results that drove the price of our stock to a low of 21.00 in 2008. By the figures and facts shown, it is evident we have two problems: first, our current business model needs to improve; second, we have an image problem. To change that, we prepared a few suggestions to modify our business model and, at the same time, improve our public image. These changes will eventually help us to increase profits and avoid excessive layoffs.


Size of Retail Locations

In order to improve our sales per square foot ratio, it is necessary to reduce idle space. The current initiative to reduce space to favor smaller devices such as smartphones and tablets is good, but it falls short in other categories. For example, as a customer enters a Best Buy store, he or she expects to see an extensive laptop exhibition area. With the current initiative, that would not be possible in some stores. Radio Shack already uses this strategy; therefore, it is advisable for Best Buy to keep a tangible differentiation. A viable option would be to modify the Geek Squad service to fit the need for less space. Also, in accordance to that idea, we could do away with the music CD areas by replacing them with experience sections with music available to be heard in multiple personal kiosks. Direct downloads would be available to customers, which they could execute directly from their smart phones or with a store code to be used online.


Merchandise Display

Our exhibited merchandise in the computer department is always off or password locked, preventing the customer from fully experiencing devices like PCs, laptops, tablets, and smartphones. Best Buy should change that policy by offering a more intimate and improved customer experience. That calls for the use of a viewing model similar to Apple’s, where the items in exhibition are powered and available for the customer to experiment them. This hands-on demonstration should include functioning Wi-Fi networks with limited connectivity to trusted sites.


Return Policies

Eliminate the fifteen day return policy and change it to a more consumer-friendly sixty day one for every customer. Thanks to Costco’s ninety day return policies in electronics with no restocking fees, customers in general expect a more generous return policy. Personally, I can attest that this differential in return periods becomes critical in considering the risk associated with purchases of more than $500.00. According to this is one of the most upsetting issues customers have with our store. Also, numerous complaints have been filed from customers who were denied a return for not being Premier Silver members (PSMs) of our Rewards program. PSMs get sixty day returns instead of fifteen. We believe that this distinction only alienates other buyers and does not do much to increase our efficiency rates.


Loyalty Program

            Modify the ninety day expiration window in our loyalty program, or eliminate it completely. In light of recent consumer pressure, many stores have changed their loyalty programs so the earned incentives may carry over longer periods, or in some cases, do not expire at all. According to the push for non-expiration-date rewards began with American Express and IHG (a hotel chain) and later expanded to other industries such as airlines, grocers, and financial services. If we are to continue to offer a reward program, we should consider expanding the expiration date. It should be noted that low cost retailers in the electronics industry like Wal-Mart and Amazon do not offer loyalty programs. That may open a debate to reconsider to either use the program to keep our customer base happy or do away with it if a low-price strategy is to be followed.


End Outsourcing Agreements and Reconfigure the Online Store

            According to Forbes and the Wall Street Journal, Best Buy’s online store is one of the worst in the industry: its inventory is scarce, return policies are not in par with the current market conditions, and its functionality is not even close to that of Amazon. One example is the simple task of adding a gift note to some item, it is just not possible. Also, Best Buy’s website is a laggard compared to those of the competition; a single task, say a purchase, takes at least double the time it takes at In light of the facts described, Best Buy should end all of the outsourcing contracts at once; our online store is a core function necessary for our own survival and should not be delegated to third parties. We also suggest improvements to the online store focused on usability and ease of access. Additionally, the online store should include direct links with access to customer focused groups, for example blogs and open forums about the use of windows 8; device ratings (like Amazon’s), and direct online help for normal issues with new computers. Actually, resembling Costco’s concierge service, we could offer free use of the Geek Squad’s service for 30 days for new items. This would work as a trial and could increase Geek Squad’s sales by a significant percentage.


Geek Squad

            Surprisingly, Geek Squad is known to the community in general as an on-site service available by visiting customers in their homes or by having the customers visit the Geek Squad store. That is just short of the actual reality and is not acceptable; our efforts to increase customer awareness about Geek Squad’s great online help capabilities should be escalated. By doing so, Best Buy would capture new customers, achieve higher satisfaction rates, and more revenue. There are competitors offering similar services, but, in comparison, Geek Squad has a unique brand recognition that it can, and should capitalize.


Public Relations

            In the last two years, a barrage of negative publicity from Forbes, the Wall Street Journal, and USA Today have, without a doubt, hurt our image. Best Buy should hire a professional public relations firm and develop a positive costumer-centered strategy. Any positive changes and improvements should be reported to customers and consumers in general via publicity, news outlets, and marketing campaigns. If Best Buy is to maintain and improve its market position, a better image in the public eye is paramount.



            The strategies outlined are centered in customer satisfaction and the use of more efficient revenue generating means. Customer satisfaction and good public relations are of essence. Best Buy or any other company, is nothing without loyal customers; therefore, our efforts must be centered on them first. Also, our current sales and marketing system needs a complete overhaul; that is true for our store-front sales; but, it is painfully true for our currently outsourced online capabilities. The adoption of the proposed strategies should put an end to our current downward spiral, and, in the short term, bring Best Buy back to its rightful place as market leader.


Disclaimer: The above lines were originally written for a business class, facts may or may not be exact, or may have changed. This is not a formal proposal and it is not intended to be. The essay is written in the first person for classroom purposes; I am not affiliated with, nor represent  Best Buy in any way or form. The intentions for publishing in this forum are: 1) to comply with a class requirement, and 2) to add these ideas to this forum as others have done in the past.


Thank you.

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Thanks for the very thoughtful and detailed suggestions. I would love to hear anyone else's take on these ideas. It might be better if each idea was posted separately and even better if they were combined with an existing idea if it were the same idea. Remember to vote for an idea if you like it.
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