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About Services

Status: Acknowledged
by on ‎04-22-2012 08:22 AM

Most suggestions are based on my BBY experience. These services only real store can offer.

 

(1) In 2006, my wife bought a GPS in BBY with quite good price to us. My wife asked, "How can we update the map?" The employee said that you can come for some amount I forgot. I think it is about $50-60. I never come for this and never have trouble so far. However, if you can do this free every two years or so or at least once for lifetime, it would be great for customers. It just cost the employee the time to drink a cap of coffee and buyer would have second thought if you are not too expensive that Amazon.. The point is: If you charge, no one would pay for it. If free, they would be happy even not use.

 

(2) Early this year, we bought a Wii in BBY. We compared BBY online price with Amazon and found that they are same after take store pick up advantage. Finally, we checked BBY store, it is less and we bought it. As I said we are always nervous for this. We figured out one control and just cannot do for second one. We brought it to the store, the employee took a few minutes to explain and we got it. How about this kind of thing for big ticket, say, a desktop or a big TV. You may set up an amount, say $500 or more. Within 1 or 2 years, you have a chance for coming home service for free, or symbolically, say, $10.

 

(3) I play bridge on line. I can play in other's table. But for firewall reason, I just cannot open a table myself. Many can do that. Many cannot including me. If this kind of service can be included in (2). Several local expert friends cannot help. BBY should be able to. There should be more examples like this. Even reasonable IT people may need this help.

 

(4) In 2004, I bought a HP laptop in BBY. I got some trouble at very beginning when I have 3-month antivirous protection. Since I knwo nothing, I called BBY, they asked me to call HP 800 #. HP said I have to pay. Finally, a friend found the PC windows needs a lot of update. The software must be installed long ago. Every thing is OK after update. For this kind of thing, you should simply ask me to bring PC to store. The employee would take just a few minutes to find out whether I really need to call HP. This is not part of (2) or (3).

 

(5) Last example is from internet. Some one bought a PC from BBY. After 1-2 year, he found that PC can get hot very quickly. I forgot whether it is in or out of Warranty. He called BBY. The employee said it must be virous. He can spend $200 to fix at BBY. He did not believe. He called Aser and Aser said it should be Fan. He bought a new fan and every thing is fine. He swared never go BBY. Why cannot you take your real store advantage and let him brigh it to store and decide whether he really needs to pay $200. This $200 answer may be practically reasonable to Amazon, but not to BBY.

 

Next two suggestion are not related to real experience.

 

(6) Store pick up for online purchase is great. Do you have store return service for  online purchase. If store pick up, store return should be free. If home delivery with S&H paid, it should be free too. Only if home delivery with S&H free, you may charge for original S&H.

 

(7) When my (new) house finished, builder provided this service. 7-days before closing, we walk through to find all things need to fix. 1-month after move in, we tell them what is new problem. They come to fix. Our last chance (besides basic Warranty) is 6-month after move in. BBY should learn some from this. When customer buys a big ticket, they do not need to worry about any unexpected problem in a reasonable time period unless it is their own mistake.

Status: Acknowledged
Thanks for the input on this idea
Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎04-22-2012 10:14 AM
Status changed to: Tell Us More
Thanks for all the ideas, and from reading them all it seems like your overall suggestion is for us to provide more after the purchase support free-of-charge. I do know that most of our stores will do whatever they can to support their customers with a purchase they have already made with us, but it is true that any services required would need to be paid for. Anyone else have thoughts on this?
by
on ‎04-22-2012 10:45 AM

I know all service need to be paid for. However, in (1),(2)and (3), a single time service in a reasonable period after purchase would not reduce BBY revenue a lot. But that makes customer much happier.

 

The key is if you charge for EVERY service, customer wont pay any unless deadly need it. But this greatly reduces their incentive after comparing price with other retailers.

by
on ‎04-22-2012 03:19 PM

In the GPS example, you can check how much money you made from updating map. I guess very  little if any. If you provide one (only one) free update within 5 years, you will see how many people would change mind if BBY price is competitive.

by
on ‎04-22-2012 05:18 PM

Sadly, Best Buy isn't the one who provides map updates.  They can typically cost $50-$80.  You can generally purchase the same unit GPS WITH lifetime map updates for maybe $20-$50 more than the regular unit.  With the average GPS costing under $200 (as little as $100), it's just not smart business for the company to pay for something that might cost an extra $80. 

 

As for the other things...if you can bring the items into the store, generally one of us will be glad to try to help you assuming it's not something you'd generally have to pay for.  Not much of a point in us offering services if we're just going to give them away :/

by
on ‎10-05-2012 07:14 PM

Today, I saw Geek Squard expands to eBay. A few weeks ago, it is Target. About 1-year ago, it is Hybrid Charger.

 

These are certainly good things. However, most important role of this team is to increase BBY's sale by its tech power.

 

I suggested several things months ago.  Allan-BBY said "any service required need to be paid for.."  This attitude may be the reason why BBY lost market share.

 

I didn't say BBY should do every thing free. Let me cite a few points in my early post.

 

(1) GPS update. I bought from BBY 5-years ago, BBY told me that is about $65. So I did not update myself (I am tech pupil) and did not go BBY for this either. This kind of money is hard to make nowadays. However, if you offer it and lost some "money" you can never make, more people would be interested in the products with this kind of service.

 

(2) After buying a big value product, say, more than $500, provide one free support for this product. That is not for any trouble included in warranty. This can be done in store for small items or at home for big one by appointment. I give an example about online Bridge Player to serve a table. Many tech guy seems having trouble for this because the complication of firewall and rounder.

 

(3) When you ask customer to call manufacture, have a look if possible to the product to see whether this is really needed. Calling manufacturer is very painful. You know that better than I do.

 

(4) Do same thing as (3) if you ask customer to pay for trouble (not extra service) within warranty. To make sure it is really customer's fault. If later on customer found you are wrong, you are likely to lost a customer.

 

For both (3) and (4), I gave examples in early post.

by Senior Social Media Specialist Senior Social Media Specialist
on ‎03-25-2014 04:11 PM
Status changed to: Acknowledged
Thanks for the input on this idea
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