01-25-2012 12:14 AM
Just watched the special on Best Buy on CNBC tonight & found it very interesting and spot on. If you have an hour to spare, definitely check out the replay when it airs again. It's ironic that Brian Dunn, the CEO must have mentioned "customer service" about 2 dozen times throughout the special, yet the changes they have made over the past year with regard to the Premier Silver program are, in my mind as a customer, the complete opposite.
I was a PS member for 2010 & 2011, but due to the changes and overall poor service I have received in 2011, I moved most of my spending to Amazon, NewEgg, etc. in 2011. As a result, I failed to meet the $2500 minimum to retain PS status for 2012. I intend to cash in my last certificates once my final purchase in December posts.
The CNBC special and the analysts interviewed during the show hit it head on - in today's world of global online competition, unless BB can add value through loyalty programs such as PS, the $10-$100 I'll save on a purchase online will always trump the retail box and I find myself doing exactly what the special said - I only visit the "amazon showroom" aka my local BB retail outlet now to window shop.
Brian Dunn better wake up and start being worried about competition from online & realize that it's the beginning of the end unless they do something quick to inspire and retain loyal customers. Their online prices are not competitive either, so I don't see how BB.com can survive either. Better hope their investment in "FiveStar" in China can carry the US operations.....
02-20-2012 03:34 AM
Funny how I just complained to the Best Buy customer service regarding the online purchase i made.
To make it simple : I purchased ( Twilight Saga : Breaking Dawn DVD online ) through Best Buy
This movie was released at midnight 02/10/ 2012 across most retail stores in the USA.
The movie was also slated to premier at midnight on Direct TV on demand channels as well as
RedBox rentals Xbox Live streaming and PS3 Streaming.
Amazon Prime members were given a guarantee to have the item in hand by 2 / 13 / 2012
So.. in other words this movie was a pretty BIG deal to overall market.
I personally bought this for my girlfriend as part of her Valentines day gifts.
Today is 2 / 20 / 2012 and I swear I still do not have this movie.
The Tracking # provided shows still out for delivery.
10 days and still nothing.
Every outlet including Walmart / Target / HHgregg / FRYS/ Hastings.. and your mom and pop movies stores were able to place this item in their online customers hands within 5 days.
When i called Best Buy customer service .. I was told the warehouse where this item ships from determines priority and controls when the item will ship.. then it's up to the postal service to deliver.
Just a little history on me just to clear things up... I've been a Silver Reward Zone Member for over 4 years back to back. I spend at least 4k at Best Buy every year.
With each year I noticed more and more Online competition for Best Buy not just during the holidays but through out the year as well. Each and every online outlet seems to offer more incentives and special pricing which just flat out blows Best Buy pricing out of the ball park.
Best Buy is no longer the Best Buy at anything anymore. 9 out of 10 times I am having to spend time and resources getting Best Buy to Price Match which in itself is met with negative results.
Most customer service agents have to call a Store Manager over to overide the computer and in most cases the Manager seems less than willing until you make a scene.
Reward Zone members have seen the loss of Gamer Zone points , the loss of the 45 day return policy... , the loss of the coupon books which used to come every month now only once a quarter.
Amazon offers Free 2 day shipping for Prime Members at a cost of 80.00 a year membership.
Best Buy gets 4k of my yearly income without offering me 2 day shipping.
As a valued customer don't you think we deserve something at litter better than 10 days and still no item ?
Best Buy needs to really look at their current structure of customer service and instead of banking on TUESDAY sales every week they need to look at making sales for every day count.
It's just too easy to point and click on a item on Amazon and go to your mail box in 2 days and find your product delivered on time.
Trust me, Best Buy days are numbered and without a overhaul of their current practice they will fail.
02-20-2012 11:19 AM
02-20-2012 11:33 AM
@Walrus - Sorry, but I have to disagree on the free $25 shipping from Amazon and the Amazon Prime benefits. I've puchased items many times from Amazon, all with the free shipping offer, and consistently, the item ships and I receive it within 3 business days, and it usually ships via UPS with a tracking number that actually works. Plus, you can return the item easily with no hassles, and Amazon will cover your return shipping too! In one case, they sent a replacement via overnight shipping, before I had even shipped back the damaged item
The two times I've ordered items from BB (one of which was a $800 DSLR camera!) using my "free shipping" benefit for PS members, it took over a week to ship, then another 10 days to be received. The tracking number they sent was a joke - it's little more than the USPS tracking service, which is terrible to say the least.
I think the point is that for an $80 annual spend ($40 if you have access to a .edu email address) you get two day shipping on everything, plus free instant video, and "prime only" discounts and sales. Compare that to spending $2500/year ($4000 in the earlier post) to get hassled on price matching in the store, hassled (and tracked) on returns, little to no discounts or sales, no CinemaNow, no napster, no GamerZone points, and overall poor customer service..... you can see why BB is getting their butt kicked by Amazon, NewEgg, etc. The days of the uneducated, non-tech savvy customer shopping are over and I still maintain that BB days are numbered..
02-21-2012 12:22 PM
02-21-2012 12:37 PM
@Walrus - No, I do mean the free shipping you get when you spend > $25. Maybe the difference in our experiences is because of our different locations and what we purchase. I'm in Hawaii and probably 95% of the shipments I receive from Amazon are sent via UPS or Fedex 2-day service and all were sent under the $25 free shipping offer. The items have consistently shipped the next business day, and I receive them within 3 business days. The only time I have not received shipments via UPS/Fedex are when I've purchased books from Amazon. Most of my Amazon purchases are items that I used to buy at BB - technology/electronics, games, etc.
Amazon Prime free shipping doesn't even apply to Alaska/Hawaii under their terms of service, yet I can spend $25 and get the free shipping service, an ironic point I've tried making to Amazon a couple of times already.
02-26-2012 04:53 AM
@Walrus " So let's stop comparing apples to oranges."
Sorry been away for a few days.. I just read your comment to my post.
I am not comparing apple to orranges... I am comparing my 4000.00 dollars I spend at Best Buy anually compared to the 80.00 I spend for a prime membership with Amazon.
The 80.00 with Amazon is a choice I made to get the 2 day free shipping.
I do not have a choice to purchase a PRIME Membership with Best Buy.
The Topic of this Thread was saying Bye Bye to Best Buy. I agree with that.
If Best Buy doesnt offer their PS Reward Members any incentives except free 10 day delivery and 3 points to every dollar spent then... hey why should I continue to buy from Best Buy.
Eg.. I cashed in some Reward Zone Bucks the other day 180.00 dollars worth to be exact.
I used these RZ bucks to pay for a new BT310 3D blu ray player which was priced at the time for 250.00
I had the BB Price match this with Amazons which was selling it for 179.00
Needless to say the Mgr. was not pleased... when I handed him my RZ bucks .. He even said out loud .. Oh great I made a whole 14.00 on this transaction. Yeah .. I had to pay taxes which RZ bucks dont cover.. I should have been the upset one, But no it was the store Manager.
Now think about that... I cashed out 180.00 worth of RZ bucks ... how much money do you think I spent to earn those bucks ?
Yet I have to be hassled because I used them.
RZ bucks are nice to have but not the reason I purchase from Best Buy. I could just as easy get more Cash Back from using my Discover Card or Citi Bank Card.
Best Buy has failed us Members in every way... If you don't beleive me Check out BB 3D Blu Ray movie prices compaired to Amazons
If I were to go to Best Buy and have them Price Match these.. I would be first met with ... We only Price Match if sold by AMAZON
I would reply they are sold by AMAZON.
2nd iWel only Price Match if This Best Buy store has stock. We will not order this for you.
3rd. We do not offer Rain Check if this is not in store.
4th We do not offer 10% off the sales difference regarding Online pricing.
5th I need a Manager for over ride at customer service.
6th Manager... so hmmm.. what are you wanting to do.?
7th ... Repeat steps 1-4 all over again.
8th. When leaving store...BOUNCER guy at front.. wants to check your bag like you stole something.
Amazon : Point click, 2 days in my hands. SIMPLE.
if you really want to call this apples to oranges then you simply do not spend enough money at Best Buy.
If you did you would see that being a PS Member offer no benefits anymore.
BB needs to think out of the Box and understand customers are not loyal because BB is the only store they have a choice to shop at.
Walmart is the biggest retail chain in the world and they also price match.
For every 1 best buy store in my city there is at least 5 walmarts close by.
02-26-2012 09:47 AM
@Aray - Agreed 100%. I can't believe you got BB to price match to Amazon? I thought the policy was it had to be a local physical retailer with a print ad in hand before they price match. Heck, they sometimes give me a hard time price matching to their own website! (Another example of a way of showing loyalty to their best customers - fleece them for an extra $5 at the register if they forget to check the BB.com price!)
02-27-2012 12:11 AM
02-27-2012 01:08 AM