Premier Silver Membership

[Sladedt]

What is the benefit of being a Best Buy Silver preferred loyalty member? I spend thousands of dollars at Best Buy each year and starting to question why if I don't get better customer service. I just had to wait 20 minutes on hold to schedule an installation appointment that I paid $130. They couldn't schedule the appointment for 7 days. I called in Nivember and Reward Zone office rep said I had spent 0 dollars in 2011. I responded that was strange as I had charged a few thousand in my Best Buy credit card this year. She paused and confirmed and said someone would call me back in 5 business days. I said are you sure someone would call me back in 5 business days. She said yes. When I hung up I told my friends that I guarantee I would need to call them back. Of course 2 weeks pass and no call from Best Buy. Consistently I get unsatisfactory customer service at your store for online pick up orders. It doesnt seem like it's much of a loyalty program at all. I don't feel appreciated or valued at all as a loyal customer so maybe I should take my business elsewhere.

[Sladedt]

What is the benefit of being a Best Buy Silver preferred loyalty member? I spend thousands of dollars at Best Buy each year and starting to question why if I don't get better customer service. I just had to wait 20 minutes on hold to schedule an installation appointment that I paid $130. They couldn't schedule the appointment for 7 days. I called in Nivember and Reward Zone office rep said I had spent 0 dollars in 2011. I responded that was strange as I had charged a few thousand in my Best Buy credit card this year. She paused and confirmed and said someone would call me back in 5 business days. I said are you sure someone would call me back in 5 business days. She said yes. When I hung up I told my friends that I guarantee I would need to call them back. Of course 2 weeks pass and no call from Best Buy. Consistently I get unsatisfactory customer service at your store for online pick up orders. It doesnt seem like it's much of a loyalty program at all. I don't feel appreciated or valued at all as a loyal customer so maybe I should take my business elsewhere.

[nutpi]

I so agreed with you.  Their service sucks big time even when you have a premier silver service.  I am taking my future business elsewhere.  

[Sladedt]

Just waited 20 minutes to speak to someone about my home installation as their email confirmation had the wrong address. When I finally reached someone she clearly sounded like a lady that didnt care for her job. She spoke in rude broken English and asked for my address 3 times. I said for a third time? She then said "I will find someone else to help you and quickly transferred me back into the waiting queue". Im now back on hold now for another 15-20 minutes. I am so upset but at the mercy of these horrible people as I've already paid for the service.

[Sladedt]

Just got someone who blamed me for them having the wrong address and proceeded to hang up on me. My patience is running thin. I really hope Best Buy records these conversations for quality control!

[CrystalWoW Valued Expert]

Free shipping. Longer return policy. Special offers. Special coupons. Special events. More points per purchase. This does not move your appointments ahead of other customers as it is first come first serve. As far as the whole lack of points, a community connector can look into it for you and will be along, normally in 3-5 business days.

[Sladedt]

Thanks but you just confirmed its NOT A LOYALTY PROGRAM. If so You would give expedited service to your most loyal customers. everyone is offering free shipping with large purchases these days. And if you pick up in store or purchase in store doesn't help. The points take 30 days to be credited to your account? Best buy store associates have no access to Reward Zone information. You guys should do better with the loyalty program. I hope you record all calls your associates have with its customers - like the 5 calls I had today with your team members. I was hung up on twice and transferred twice back to the back of the phone queue.

[CrystalWoW Valued Expert]

How would it be fair to move their appointments behind yours... They pay the same service cost you do. Yes the points take the return policy to credit to your account and the best buy store associates can pull up some information on the reward zone account, but not all. They do record the calls.

[Sladedt]

Hmm ever been to a rental car company, hotel or airport? See a line or notice a number for expedited service for being a loyal customer? You take care of the people that provide your company with the most revenue.

[CrystalWoW Valued Expert]

Best Buy has a separate premier silver support number... They just don't bump paying customers out of line for premier silver members.