BestBuy.Com

[acfiz99]

I don't think its a very good strategy to ignore your customers when they have a problem. I have tried through email and then through the phone to get my issue solved, both times I was never contacted back by best buy. Amazon solves any issue quickly through email usually within 24hrs. Is this a message that you would rather my business go there? Why is your customer have to go through way too much effort to get satisfaction from you?

Your customer service system is baffling. First the option to contact you by email is hidden. I click on the customer service link on the top of the website and on that page under "contact us" only the phone number is listed, no email to be seen. I don't want to spend 10 mins on the phone, my problem should be easy to take care of, not only does it waste my time, but it wastes your paid employee's time to talk on the phone and pull up all your information and verify your address, etc.

It takes me a couple of mins. to find the email address on google. It turns out that there is one small link on the very bottom of the website under "corporate info". So I send an email on April 1st and get back an automated response talking about self help services which do not help when you need the interacton of best buy customer service and it then said if the self help did not solve my problem then I should call. I figured this was just standard automated response and that someone was looking at my problem and was going to get back with my through email.

I have still yet to recieve any reply other than that first automated one. Are they even reading emails? Do they want it all to go through the phone service?

So I decided to call on the 10th. And as I expected, and why I wanted to do email, it was 10 mins. of me sitting on the phone. The lady was nice enough, no problem with her. So after I told my problem she says she has to forward it to their promotions department and that I would be contacted within 5-7 days. Again amazon usually has any issue worked out by email within 24hrs.

That was the 10th, today is the 23rd. Still have not heard back from best buy. The lady had my account pulled up with all my purchases. They know who I am, they know my phone number, they know my email, they know my address, I have contacted them twice. They have contacted me ZERO times.

[Ryan-BBY Senior Social Media Specialist]

Hello acfiz99 -

Jesse from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[acfiz99]

It is ironic that in my complaint about not being contacted back, I get told that I will be contacted, and then nobody contacts me. It's been 2 days since you said someone was going to contact me, so unless this is suppose to be another 5-7 day wait time(ridiculous) then this is the third time my complaint was ignored. What am I suppose to do here?

[BillV]

That's certainly not good customer service.

What I find amusing is that they have an employee sitting here, monitoring the forum, with the sole purpose of "Thanks for your feedback, someone else will contact you."

They should contract me for a couple hours. I could write something up that could do that automatically in every new thread. Yep, Ryan-BBY, you'd be replaced and out of a job by a simple script.

[CrystalWoW Community Veteran]

If ryan didn't respond, you wouldn't be assigned to anyone and wouldn't get help. He acknowledges the post with means that he assigned it to a specific connector. Somebody sure peed on your cheerios huh...

[Area51Kev Regular Contributor]

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CrystalWoW wrote:

If ryan didn't respond, you wouldn't be assigned to anyone and wouldn't get help. He acknowledges the post with means that he assigned it to a specific connector. Somebody sure peed on your cheerios huh...

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Also, not every post requires that a Community Connector be assigned. If someone just posts, "I got an awesome deal at Best Buy today, and experienced excellent customer service!" then no official follow-up would be needed. Would their simple script be able to account for that?  

[raise]

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CrystalWoW wrote:
If ryan didn't respond, you wouldn't be assigned to anyone and wouldn't get help. He acknowledges the post with means that he assigned it to a specific connector. Somebody sure peed on your cheerios huh...

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LOL... and this is the kind of response that a "SUPER" forum member and former Best Buy employee adds to the conversation.

I find it rather amusing in a sad way that Best Buy has taken the time to identify former employees assumedly in an attempt to show that the person posting might be helpful until an actual employee response is made yet the reality is you get a forum post that simply demeans an already annoyed customer.

[BillV]

@CrystalWoW - that's kind of the point. Ryan can be replaced with an automated process that places support issues into a queue for a support person to respond to. There's no point in paying someone to filter forum posts.

@Area51Kev - have you never used a chat assistant? Or any other form of "Hi! I'm an automated chat bot here to help you with your problems. Please type your question below."? What do you think run thoses? A person that takes the user input and assigns it to someone else?

[Area51Kev Regular Contributor]

@BillV - Yes, I believe I've had a similar type of experience when I've called to report my cable or internet service is not working. I'm looking forward to telling a live person exactly how long my service has been interrupted, how much I pay for those services each and every month, and how unhappy I am. Instead, I get A.I. Annie who ends up trying to re-set my cable box or whatever. Annie may or may not end up solving my problem, but I sort of feel cheated because I was never allowed to vent or complain.

I can only imagine some of the responses I would read on this forum...after someone felt they were ignored in a Best Buy store, then called Best Buy customer service to complain about it and got disconnected, then came to this forum and got, "Hi! I'm an automated chat bot..." I'm thinking that might go over like a lead balloon.  

[BillV]

I think you'd be reading many of the same responses, as that's mostly what's happening.

"Hi! My job is to read your complaint and the send it to the appropriate queue. Someone else will eventually get back to you."

And from reading many of the threads here, no one is getting back to the OP.

So yeah, I think you're spot on. As that's exactly what's happening.