06-04-2009 12:55 PM
6/4/09, approx 5:00 PM.
My 2 kids & I arrived at Best Buy on Princess Anne Rd in VA Beach, We went to the Mobile section & found no employees to help us. Another sections’ employee informed me that both Mobile employees had left, 1 for the day & the other for dinner. He said it would be 20 minutes before he returned. I decided to wait.
About 20 minutes later, a gentleman arrived.
He said flatly, “You need help?”
I said “Yes, I need to exchange my phone. I purchased the insurance plan you offer & I dropped my phone. See, it has a crack in the screen.”
“The phone doesn’t work?” He asked without looking at me or the phone.
“No, it works, but it has this big crack in the screen. Here’s the receipt where I purchased your replacement plan.” I said as I showed him my receipt & tried to show him my phone again.
“Well we don’t swap them out anymore. We have to send it off to be repaired.” No eye contact yet.
“That’s not how it was explained to me when I purchased the plan. I was told I could bring it in & get a new phone on the spot. Does that mean I have to be without a phone for 3 weeks or so?” I said.
“We didn’t used to have loaner phones so we would swap them out, now we have loaners so we don’t anymore. I can check to see if we have a loaner phone, but for ATT? I don’t know.” He made eye contact now but seemed extremely annoyed.
“OK, this is not what I bought. I was told when I bought the coverage plan that if anything went wrong, I could bring the phone in & it would be swapped out for a new one, & would NOT have to be sent off for repairs like ATT does. That’s why I bought your plan, & canceled my ATT insurance plan.”
At this point he turned & faced me & said aggressively, “Look! I just WORK HERE! I’m just doing what they TELL ME!” then he walked around me in a half circle slowly staring at me hard the whole time.
When he finally broke his hard stare, I said, in somewhat disbelief of what just happened, “& I’m just the CUSTOMER trying to get what I was promised.”
“We are on the SAME PAGE THEN!?” He said very stern & very intimidating. Then he walked away from the mobile area.
As he did, I said, “You have a really bad attitude.”
He raised his voice & pointed at me, “YOU have a BAD ATTITUDE!”
I took my phone, receipt, & 2 kids & went immediately to the Customer Service Desk.
At the Customer Care desk I immediately asked for a manger. I told the 2 women there, that the Mobile section employee was terribly rude & I wanted to see a manager NOW. A 3rd & 4th woman came up & watched & listened to me explain what just happened. Again I asked for a manager. No one spoke, moved, or called a manager.
At that point the Gentleman who had been so rude to me walked up & stood next to me. I said “I do not want to talk to you; I want to talk to a manager.”
His yelled “I DON’T WANT TO TALK TO YOU!!!”
I took my phone & my kids & backed away. I waited 5 minutes for a manger to arrive. None ever did. I went back up to the customer care counter where he was still talking.
I did not look at him but told the girl behind the counter I need a manager
At this point, the rude employee said “Look, ma’am, all I was saying is we can’t swap out your phone, we have to send it away.”
I said “It was not WHAT you said, but HOW you said it.”
He responded with a frown “Was I supposed to say it with a SMILE on my FACE?!”
I said “Yes.”
The girl behind the counter asked me if I would like to have HER send my phone off for repair.
I said “No” I took the receipt & phone from her & walked away.
As soon as I did, the rude employee yelled “PEACE!”
I went to the man at the podium & asked for the STORE manager. Finally, Teddy, the manager was called. After explaining everything to him, he apologized. He said many other customers had been told they would get a new phone too. But, only the Mobile manager could do this and he was out until tomorrow. He could NOT help me at all.
The next day, I call customer care at 888-237-8289 and they take all of my info, let me speak to a supervisor, and I am told to go back to the store and the manager that gave me the wrong info at the time of sale will swap out my phone.
I just called the store and talked to that Mobile Manager, he said that corporate does not care, the just want to get us off the phone. So they say anything to make us happy, and send us back to the store for them to deal with us. He also said there is NO WAY he is going to swap out my phone like he had always done int he past and had told me he would do. It was NEW policy that they send them off to be worked on. I can have a loaner phone for a deposit of $150!!!
He also told me that the rude employee is there and will be there if I come in. but I don't have to talk to him...
SO here I am, trying to get SOME KIND OF JUSTICE. I am lied to, yelled at, and left with a broken phone even though I paid for a service plan to REPLACE it!
I HAT E BEST BUY AND WILL SING MY STORY FROM THE ROOF TOPS!!!! THEY ARE EVIL!!!!!
SHAME ON YOU BEST BUY SHAME ON YOU!!!!!!!
06-05-2009 06:32 AM
My point of this story is NOT about the phone not being swapped out... my POINT is that the employee was HORRIBLE!!! And I am surprised HE is still working there!
2ndly, I spoke to a Best Buy Supervisor of Customer Relations, and HE said, if the Mobile Manager promised a swap out, he needs to give me a swap out.
The Mobile Manager said to me yesterday, "Customer Relations lies to the customers just to get them to go away and get off the phone. They send them to us and we have to deal with them."
The Mobile MANAGER LIED to me, to get me to buy the plan.
The Customer Relations SUPERVISOR LIED to me to get me off the phone.
SO BEST BUY POLICY IS TO LIE TO ITS CUSTOMERS TO GET WHAT BEST BUY WANTS!
When CAUGHT in their LIES, their other policy is obviously INTIMIDATION and RUDENESS!!!
The Manager LIED and still works there. The SUPERVISORS lie so much, the store employees know it and complain about it. The employees can GET IN YOUR FACE and YELL at you, and they keep THEIR jobs too...
SHAME ON YOU BEST BUY!!! SHAME ON YOU!!!
06-05-2009 10:34 AM
06-05-2009 11:11 AM
I strongly disagree!
If an employee's behavior is SO BAD, the the customer will never step into another BEST BUY again as long as they live. And it is now their mission to spread this message as far and wide as humanly possible... I would say it warrants termination.
This has absolutely nothing to do with the phone anymore. It is 100% about the employee's behavior. (Thus the title of this post.)
Getting in my space, walking around me slooowwwllly staring me down... and then yelling across the store at me... then yelling in my face... then yelling at my back as I walk away... in front of my kids and all of the employees and other customers... and NOTHING done to stop him.
This warrants not only termination of him, but a write up of those that did not get a manager when asked repeatedly to do so. This warrants a law suit ! so keep on answering Nokia... Go for it...
06-05-2009 11:16 AM
Lastly, why is his state of "misinformed" cause for penalty to me.
The Mobile Manager, the Rude Employee and the Store Manager all agree that it was that store's policy up until 2 weeks ago to swap out all phones as they had promised. Why should I be punished because they were wrong? Or is that just another line you people feed us to get us to go away?
06-07-2009 06:43 PM
Sorry sweetie, but you ARE expendable... The country's unemployment is at a 26 year HIGH... That means, there are thousands and thousands of people who would give their right ARM to have your job!
If you are having THAT bad of a day, you need to NOT be with customers my dear.
I was in no way a pissy customer, or rude, or antagonizing. I was a CELL PHONE SALES PERSON. I know how you are and are NOT to act. I also dealt with a LOT of rude, aggressive customers. Having been a sales rep for so long, I give sales people a LOT of respect and understanding. I understand company policies are NOT sales people friendly.
THAT is why too, his behavior is SO over the top WRONG in my opinion. No firing? FINE, suspension. RETRAINING, DEMOTION, NOT allowed to work unsupervised for a probationary period.
This man had N O T H I N G ! That is BS!
And I think Best Buy employees as a WHOLE need to take the complete OPPOSITE perspective from what you just said... THAT is your problem...
You are now, and will forever be, EXPENDABLE. Retail Sales employees are a dime 3 dozen! Get a clue, and check yourselves!
Not to sound harsh or callus....
06-07-2009 08:13 PM
06-07-2009 11:20 PM
While that may be your opinion, that is not the opinion any company wants to hold. Loyal employees are one of the best assets for any company as that prevents theft, turnover, inaccuracy, etc. All things that cost a whole lot of money. Every BBM employee has had at least $1000 in training spent on them.
Persuing a resolution concerning your GSBTP is definitely a good idea. The info you've provided as to your customer service experience will be reviewed internally once a CC arrives and the employee will be dealt with appropriately.
06-08-2009 06:36 AM
I don't care if he is fired or not. THAT was not the point of my original post either. My point was and still is to warn other potential customers about Best Buy.
Is THIS Best Buy Policy???
1.) Lie to customers to get them to purchase protection plans. I was told the following, I repeated it all back to the sale's rep, and he confirmed more than once that this was FACT:
"If the phone is broken in ANY WAY, To include: Dropped in the pool, Dropped and Cracked, Chewed up by your dog, Banged on by your kid, or just stops working for some unseen reason, bring it in and we will swap it out with a NEW PHONE on the spot! Not a referb like ATT insurance does, and Not send it off for weeks at a time, just come in, show your receipt, and BOOM, you get a brand new phone, anytime for the next 2 years!"
2.) When the customer comes in to collect on this LIE, bully them into leaving the store FAST and withOUT the promised LIE. The sales person was ready for a fight and gave me one from the minute he walked up... He had been told why I was there by other employees so he was ready to chase me away from the get go. (To inlcude getting in my face, yelling, posturing, following me to customer care to continue this behavior, All in front of my children.)
3.) Customer Relations LIES to customers to get them off the phone. The Customer Relations Supervisor told me the Sales Rep that made the promise, WILL make good on the promise.
4.) The Sales Rep that made the promise (who turns out to be Mobile Manager) tells me that Customer Relations REPS LIE to get us off the phone. He said, he is NOT ALLOWED to honor it. The Customer Relations rep just said that to get me to go away, and leave them alone. They always say "Go back to the store". THEN, they send an email to the store making sure they follow policy to the letter and don't deviate no matter what.
Then, they have a "Forum" for us customers to vent on... and inform each other of our troubles with the company... Only to be answered by Best Buy Employees who are less than kind. Far from understanding, and in some cases snotty.
Great Company Policies and Procedures...
How do you guys sleep at night?