BestBuy.Com

[Feliciarb]

I'm trying to stay hopeful.

[Feliciarb]

"Our order support team is currently investigating alternative solutions, so I’d encourage you to keep an eye out for a message from them in the next few days."

That's what I was told 6 days ago regarding my Lenovo Laptop order submitted @ 3:00am on THANKGIVING MORNING!! It's now a week away from Christmas and I'm getting no further assistance or "alternatve solutions" from ANYONE at Best Buy. Where is the holiday spirit?? How is Best Buy running ads telling Santa "Game On!" when you can't even provide the merchandise that is purchased on the website?!?!?! How can you wish all of us a Merry Christmas or Happy Holidays when you have so many customers who are angry and disappointed that they won't be getting the gifts they order to put under the tree for their children, grandchildren, neices, and nephews?!?!?! All we are getting is dismissed, disconnected, forgotten, and basically told "OH WELL". THAT IS NOT AN "ALTERNATIVE SOLUTION"!! Canned responses are NOT ALTERNATIVE SOLUTIONS!! Cancelling orders is NOT AN ALTERNATIVE SOLUTION!! We want the items we purchased! We want REAL SOLUTIONS!!!

[hockeycanuckjc Trusted Contributor]

If it helps which it may not, I have compassion for what happened to you about your Best Buy experience, and which you the best in getting a speedy resolution to this problem you are encoutering, and wishing you and your family a very Merry Christmas! I know how frustrating things like this can be , and they are always working hard to try and please all the customers but there are times people are being let down due to the volumes of sales orders, overwhelmed call center switchboard circuits and the list goes on. 

[Feliciarb]

I appreciate your input @hockeycanuckjc. I really do. But a company this size should have better follow-through and processes in place. I've worked in Customer Service for too many years to accept this mediocrity. This isn't their first time dealing with holiday sales and high customer volume. That's why contingency plans are created. One of the Best Buy company statements is:

"Our formula is simple: we’re a growth company focused on better solving the unmet needs of our customers—and we rely on our employees to solve those puzzles."

I don't see them living up to this statement. It's not just in MY situation but in MANY others reflected within this forum alone. That doesn't take into account those customers who are NOT posting their complaints.

[Feliciarb]

From BBY. com News Release page:

Statement: Customer satisfaction rankings
MINNEAPOLIS, January 7, 2011 – On behalf of the 180,000 employees of Best Buy Co., Inc., we politely but firmly disagree with the recently-released “Most Hated Companies in America” ranking. While it offers a provocative title, we believe its methodology and sources could be far better vetted and weighted. For example, our in-store and online rankings from the American Customer Satisfaction Index (ACSI), a venerable economic indicator, show steady and consistent satisfaction levels with Best Buy. We're incredibly proud of the service and experience our employees provide each day for customers nationwide, and we think the ACSI provides solid evidence of the power of our people to deliver great experiences for our customers.

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If they are going to "firmly disagree" with this ranking, I think they should be doing more to satisfy all of these DISSATIFIED customers posting in the forum and on their facebook page. Their Customer Service Reps should show A LOT more compassion and have REAL alternatives in place to solve the problems and not just give "Oh Well!" or "Pay for another item at a HIGHER PRICE" responses.

[Feliciarb]

BUMP

[CrimsonRain]

What alternative solutions would you propose?

[Feliciarb]

No offense or disrespect intended to you @CrimsonRain, but I think that is something for a Best Buy Rep, Supervisor, or Manager to discuss with me in order for it to be facilitated. Throwing out hypothetical solutions to a non-employee is not going to rectify this situation. I've worked 20+ years in Customer Service and Sales (in all three aspects) and I know what CAN be done, but this is a matter of what WILL be done by Best Buy.

[Feliciarb]

EMAILED RESPONSE FROM BEST BUY:

From:Facebook (Facebook@bestbuy .com)

Sent:Mon 12/12/11 9:45 AM

To: Felicia B.

Hello Felicia,

I hate to be the bearer of bad news, but the laptop you ordered is no longer available and we do not expect to receive any additional shipments.  This unfortunately means that your order may be cancelled.  Our order support team is currently investigating alternative solutions, so I’d encourage you to keep an eye out for a message from them in the next few days.

If you would like assistance locating another laptop, please let me know.

Agent Aaron

Geek Squad® Community Connector
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IT HAS NOW BEEN 8 DAYS SINCE I RECEIVED THIS EMAIL AND I HAVE YET TO BE CONTACTED BY ANYONE ON THE ORDER SUPPORT TEAM WITH ANY ALTERNATIVE SOLUTIONS. MY CREDIT CARD HAS ONCE AGAIN BEEN AUTHORIZED. WHEN WILL SOMEONE BE GETTING BACK TO ME??!?!  TRYING TO GET THROUGH TO SOMEONE IN CUSTOMER SERVICE IS A JOKE!! I WOULD APPRECIATED SOME FOLLOW-THROUGH WITH THIS ISSUE FROM A BEST BUY EMPLOYEE.

[CrimsonRain]

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Feliciarb wrote:
I've worked 20+ years in Customer Service and Sales (in all three aspects) and I know what CAN be done, but this is a matter of what WILL be done by Best Buy.

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Unless your 20+ years in customer service and sales was at a Best Buy, I don't see how that is relevant. Customer service has the same basic principle but different industries have different core products and services and thus have varying levels of leeway. Restaurants can afford to comp meals but I don't think car dealerships can comp cars. Airlines can comp hotel rooms but I don't think Best Buy can comp a computer (or at least to every customer).