Add Product

Search Results:

    By submitting an idea to IdeaX, you agree to our Terms & Conditions.    

Fix your phone system, improve phone support and extend chat hours.

Status: Acknowledged
by on ‎12-05-2016 07:41 PM

The phone system for Best Buy has been an absolute nightmare this holiday season.  Some bright person decided it would be a great idea to have individual stores play Customer Service call center for employees and customers and that ended up being a train wreck (especially for employees calling other locations to check for product) and now when I try to call customer service I keep getting re-routed to Geek Squad (this happened twice before I was finally just hung up on after being on the line for 15 minutes). If you're wondering why a certain competitor with an arc under their letter logo is eating your breakfast and lunch, your phone and chat systems are a disaster. 

 

At a minimum chat should be available around the clock during the holidays and the advantage of chat over phone support, is agents can help more than one customer at a time and my favorite part is that I don't get routed to the same place multiple times - if I wanted Geek Squad I would have called Geek Squad.  

 

Last but not least call center agents need training in proper phone etiquette -- when handing off a customer, they shouldn't just throw me on hold, dial an extension and hit transfer -- they should do a proper handoff and explain to the other agent what's going on (either way this gets done, but sometimes if you let customers do it, they want to tell you their life story which hold times for everyone else in the queue are being dragged out). Just my two cents.

Status: Acknowledged

I can promise you we are always looking for ways to improve our service to our customers.

Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-08-2016 06:01 PM
Status changed to: Acknowledged

I can promise you we are always looking for ways to improve our service to our customers.

Join the Community
Join the community and enjoy all the benefits! You may be our next expert!
Join Sign In
Announcements
Welcome to our Best Buy Community Forums. Please review floated posts and solutions posted, as this may assist you in answering your concerns. Due to the current high traffic on our boards, it's taking us a bit longer to respond to everyone. For more immediate assistance, please contact us at (888) 237-8289. We do not have any information as to when more PS5 or Xbox Series X/S consoles will be available.
Top Kudoed Authors
Labels