Premier Silver Membership

[texastitan79]

On December 12, 2011, I called into the Premier Silver Membership Line (Over 6 Times)

First Call -  I spoke to a  female representative and explained that my Silver Premier Membership status was to be retained until 2013.

In 2010 alone,  I met the Premier Silver Status requirements enough to cover at least two years. For over a year it was explained that the issue would be resolved and it was NOT. The representative on this call told me that a case would be filed with the back office. (After Investigating, the case was NEVER created.)

Second Call - I called and spoke to a representative by the name of "KIM". This representative also ensured that a case would be created and after requesting to speak to a supervisor, she tried to get me off the line, but the call routed right back to her. And then I was transfered to Kodak Customer Service. (Again, the case that was supposed to be filed was NOT filed)

Third Call - I called and spoke to a very rude representative by the name of "ROB", after expereincing his negative rhetoric,  he had an attitude from Satin's Ville and again after requesting to speak to a manager, this rude individual had enough sense have a crappy attitude, but not enough sense to perform his job function. Which is why he transfered me to Order Status Customer Service, which had noting to do with the issue.

Fourth Call - The Phone rang for at least 30 times. (No Answer)

Fifth Call - Got to an individual that somewhat cared about her job. She was able to get me to a supervisor, however the fun is about to begin. I was able to talk to a supervisor by the name of "Sean or Shawn" he was able to assist but had an issue with following up with the customer. I had to fight and track him down over 2 or 3 times. It was nerve racking. To make a long story short I was transfered to "John" a manager in the Premier Silver Memebership center. After the fist supervisor told me that it would take a window of 48 to 72 hours, John later explained that the window was much greater than that. (Remember, I have been trying to get this issue resoved for a little over a year!)  I found out, after a year that purchases do NOT carry over. Why was I told it would?

Sixth Call - After being disconneted on the Fifth Call, I called back in and was able to track "Sean" or "Shawn" down after a representative explained that some of my purchases were NOT showing up!

Over the last 24 months, The customer service quality has deteriorated in the Silver Premier Membership. I am honestly, disappointed and floored at the services levels that are being displayed. It had come to my attention that the Best Buy Stores in the UK have closed and some of the stores that are here in the states are suffering. It is really simple... If you continue treat any customer, Silver Premier or Basic at the rate that I experienced over the last 72 hours or better yet a little over a year., it does not take even a Middle School level individual to figure out what is going on.  Best Buy I am sorry to say, but you have NOT only disappointed me, but by the looks of it..... something funny is going on if you have similiar complaints on this message board. Could this be the reason why, Best Buy is losing so much business? Things that make you go..... hummmmmmm!

[texastitan79]

On December 12, 2011, I called into the Premier Silver Membership Line (Over 6 Times)

First Call - I spoke to a female representative and explained that my Silver Premier Membership status was to be retained until 2013.

In 2010 alone, I met the Premier Silver Status requirements enough to cover at least two years. For over a year it was explained that the issue would be resolved and it was NOT. The representative on this call told me that a case would be filed with the back office. (After Investigating, the case was NEVER created.)

Second Call - I called and spoke to a representative by the name of "KIM". This representative also ensured that a case would be created and after requesting to speak to a supervisor, she tried to get me off the line, but the call routed right back to her. And then I was transfered to Kodak Customer Service. (Again, the case that was supposed to be filed was NOT filed)

Third Call - I called and spoke to a very rude representative by the name of "ROB", after expereincing his negative rhetoric, he had an attitude from Satin's Ville and again after requesting to speak to a manager, this rude individual had enough sense have a crappy attitude, but not enough sense to perform his job function. Which is why he transfered me to Order Status Customer Service, which had noting to do with the issue.

Fourth Call - The Phone rang for at least 30 times. (No Answer)

Fifth Call - Got to an individual that somewhat cared about her job. She was able to get me to a supervisor, however the fun is about to begin. I was able to talk to a supervisor by the name of "Sean or Shawn" he was able to assist but had an issue with following up with the customer. I had to fight and track him down over 2 or 3 times. It was nerve racking. To make a long story short I was transfered to "John" a manager in the Premier Silver Memebership center. After the fist supervisor told me that it would take a window of 48 to 72 hours, John later explained that the window was much greater than that. (Remember, I have been trying to get this issue resoved for a little over a year!) I found out, after a year that purchases do NOT carry over. Why was I told it would?

Sixth Call - After being disconneted on the Fifth Call, I called back in and was able to track "Sean" or "Shawn" down after a representative explained that some of my purchases were NOT showing up!

Over the last 24 months, The customer service quality has deteriorated in the Silver Premier Membership. I am honestly, disappointed and floored at the services levels that are being displayed. It had come to my attention that the Best Buy Stores in the UK have closed and some of the stores that are here in the states are suffering. It is really simple... If you continue treat any customer, Silver Premier or Basic at the rate that I experienced over the last 72 hours or better yet a little over a year., it does not take even a Middle School level individual to figure out what is going on. Best Buy I am sorry to say, but you have NOT only disappointed me, but by the looks of it..... something funny is going on if you have similiar complaints on this message board. Could this be the reason why, Best Buy is losing so much business? Things that make you go..... hummmmmmm!

[texastitan79]

On December 12, 2011, I called into the Premier Silver Membership Line (Over 6 Times)

First Call - I spoke to a female representative and explained that my Silver Premier Membership status was to be retained until 2013.

In 2010 alone, I met the Premier Silver Status requirements enough to cover at least two years. For over a year it was explained that the issue would be resolved and it was NOT. The representative on this call told me that a case would be filed with the back office. (After Investigating, the case was NEVER created.)

Second Call - I called and spoke to a representative by the name of "KIM". This representative also ensured that a case would be created and after requesting to speak to a supervisor, she tried to get me off the line, but the call routed right back to her. And then I was transfered to Kodak Customer Service. (Again, the case that was supposed to be filed was NOT filed)

Third Call - I called and spoke to a very rude representative by the name of "ROB", after expereincing his negative rhetoric, he had an attitude from Satin's Ville and again after requesting to speak to a manager, this rude individual had enough sense have a crappy attitude, but not enough sense to perform his job function. Which is why he transfered me to Order Status Customer Service, which had noting to do with the issue.

Fourth Call - The Phone rang for at least 30 times. (No Answer)

Fifth Call - Got to an individual that somewhat cared about her job. She was able to get me to a supervisor, however the fun is about to begin. I was able to talk to a supervisor by the name of "Sean or Shawn" he was able to assist but had an issue with following up with the customer. I had to fight and track him down over 2 or 3 times. It was nerve racking. To make a long story short I was transfered to "John" a manager in the Premier Silver Memebership center. After the fist supervisor told me that it would take a window of 48 to 72 hours, John later explained that the window was much greater than that. (Remember, I have been trying to get this issue resoved for a little over a year!) I found out, after a year that purchases do NOT carry over. Why was I told it would?

Sixth Call - After being disconneted on the Fifth Call, I called back in and was able to track "Sean" or "Shawn" down after a representative explained that some of my purchases were NOT showing up!

Over the last 24 months, The customer service quality has deteriorated in the Silver Premier Membership. I am honestly, disappointed and floored at the services levels that are being displayed. It had come to my attention that the Best Buy Stores in the UK have closed and some of the stores that are here in the states are suffering. It is really simple... If you continue treat any customer, Silver Premier or Basic at the rate that I experienced over the last 72 hours or better yet a little over a year., it does not take even a Middle School level individual to figure out what is going on. Best Buy I am sorry to say, but you have NOT only disappointed me, but by the looks of it..... something funny is going on if you have similiar complaints on this message board. Could this be the reason why, Best Buy is losing so much business? Things that make you go..... hummmmmmm!

[texastitan79]

On December 12, 2011, I called into the Premier Silver Membership Line (Over 6 Times)

First Call - I spoke to a female representative and explained that my Silver Premier Membership status was to be retained until 2013.

In 2010 alone, I met the Premier Silver Status requirements enough to cover at least two years. For over a year it was explained that the issue would be resolved and it was NOT. The representative on this call told me that a case would be filed with the back office. (After Investigating, the case was NEVER created.)

Second Call - I called and spoke to a representative by the name of "KIM". This representative also ensured that a case would be created and after requesting to speak to a supervisor, she tried to get me off the line, but the call routed right back to her. And then I was transferred to Kodak Customer Service. (Again, the case that was supposed to be filed was NOT filed)

Third Call - I called and spoke to a very rude representative by the name of "ROB", after experiencing his negative rhetoric, he had an attitude from Satin's Ville and again after requesting to speak to a manager, this rude individual had enough sense have a crappy attitude, but not enough sense to perform his job function. Which is why he transferred me to Order Status Customer Service, which had nothing to do with the issue.

Fourth Call - The Phone rang for at least 30 times. (No Answer)

Fifth Call - Got to an individual that somewhat cared about her job. She was able to get me to a supervisor, however the fun is about to begin. I was able to talk to a supervisor by the name of "Sean or Shawn" he was able to assist but had an issue with following up with the customer. I had to fight and track him down over 2 or 3 times. It was nerve racking. To make a long story short I was transferred to "John" a manager in the Premier Silver Membership center. After the first supervisor told me that it would take a window of 48 to 72 hours, John later explained that the window was much greater than that. (Remember, I have been trying to get this issue resolved for a little over a year!) I found out, after a year that purchases do NOT carry over. Why was I told it would?

Sixth Call - After being disconnected on the Fifth Call, I called back in and was able to track "Sean" or "Shawn" down after a representative explained that some of my purchases were NOT showing up!

Over the last 24 months, The customer service quality has deteriorated in the Silver Premier Membership. I am honestly, disappointed and floored at the services levels that are being displayed. It had come to my attention that the Best Buy Stores in the UK have closed and some of the stores that are here in the states are suffering. It is really simple... If you continue treat any customer, Silver Premier or Basic at the rate that I experienced over the last 72 hours or better yet a little over a year., it does not take even a Middle School level individual to figure out what is going on. Best Buy I am sorry to say, but you have NOT only disappointed me, but by the looks of it..... something funny is going on if you have similar complaints on this message board. Could this be the reason why, Best Buy is losing so much business? Things that make you go..... hummmmmmm!

[hockeycanuckjc Trusted Contributor]

The call center reps should never let it out on anyone even being overwhelmed on a holiday shopping season such as Christmas. Call center agents are always trained to be polite, courteous, and help the customer out, not use profanity towards the customer. All the calls are recorded a majority of the time and they can get fired for such stunts or corrected by a supervisor for such incidents.

[AceJohn]

I totally agree.  I've always defended Best Buy because in all my past issues or calls to Premier Hotline I've been treated well and issues have been resolved.  This has not been the case recently.  Before I could notice the difference between calling the Premier Hotline and the regular RewardZone line.  The Premier reps seemed to be more knowledgable and caring.  Not anymore.  Not only are they not knowledgable but they are rude as well.  I also got the "back office" line recently.  Waiting for the 7-10 business days reply deadline to come up.  The rep gave me a confirmation # too, not sure if it will mean anything when I call back.  It is very dissapointing to say the least.  Funny thing is we keep writing on these boards, but the customer service on the boards has degraded as well.  No follow-ups, generic e-mails of apologies, wrong answers, etc.  Not good at all.  I can see how they will be losing business, which will only make matters worse for those who remain loyal (for the limited time)

[mask31]

"All the calls are recorded a majority of the time..."

What? LoL. Seems this person had the same experience a lot of people have had.

[texastitan79]

Hi I was the individual that posted a call log report (Six Calls and Detailed Each Them) Time Frame was last week. I am sorry to inform the Best Buy Community that because of the deteriorating service level conditions and mismanagment of points and concessions I terminated my memebership. It took 45 mins to do that due to the fact ALL of the supervisors were on calls. Again go figure.  I have 3 Small Businesses and WAS excited to have Best Buy as an asset, however another vendor has replaced them. A Formal Complaint was issued. Wow! Could that be the reason why customers now are seeing across coast to coast sub lease signs outside Best Buy stores? If Best Buy can not treat the customers right we WILL GO somewhere else. You do NOT realize what you have until it is gone........... Best Buy.

[CrystalWoW Valued Expert]

You now have 4 threads. Please refrain from continuing to post more.

[Walrus]

Thanks to Crystal I see that you do have a few threads all on the same topic.

First, since the beginning of the RewardZone Premier Silver program it has always been stated in the Rules that you need to spend $2500 or more between January 1st and December 31st of any given year. If you spent $10,000 in June 2010, you would be eligible to be Silver for the rest of that year, the full 2011 year and into February of 2012. But, you would need to spend another $2500 in between January 1st 2011 and December 31st 2011 to be eligible for the full 2012 year (with an expiration in February 2013).

In other words you need to spend $2500 or more each year to be eligible for the next full following year. Spending more than $2500 does NOT count towards subsequent years.

The POINTS you get from your purchase, once you become Silver and retain Silver status each year, roll over and do not expire if you choose the "bank points" option.

Clearly you were either given incorrect information when you made your original purchase or you simply did not understand, but you clearly also never bothered to read the rules.

[Kelly-BBY Community Connector]

Hello texastitan79,

Thank you for reaching out to us and I apologize for the delay in receiving a response!  We'd be happy to see how we may be able to try and assist you with your account - we have received your email and I have responded there.  

I hope to hear from you and I appreciate all of your time!