Best Buy IdeaX

[#1]

I am at a bit of a loss how to deal with Geek Squad. My use for the service is currently to handle an in home APPLIANCE repair. I was in a Best Buy store recently (to purchase another item), so stopped at the Geek Squad counter to try to find out when the part needed for the repair was coming in, and when the service repair was scheduled, so I could make sure I was home. The person managing the desk said, "We can't pull up that information, try the appliances section of the store". I did - and no luck.

Next step was to call the number - and I got through to a helpful human. He gave me the service repair ticket number (8 digits), so I figured I could enter that into the Geek Squad application. That applications needs a 14 digit number, so of course I couldn't pull it up.

Next step try it on the computer. Same problem.

So for me, the bottom line is that by branding home appliance repairs under the Geek Squad brand, Best Buy has created a monster. Clearly the systems, policies, practices are not well integrated. In the technology business, we call that "putting lipstick on a pig". It doesn't really make the pig any prettier, however.

Not that I am a marketing or branding guru, but I suggest that systems that make it hard and frustrating for the customers can't be good for business.

Regards

Chris

[#2]

I have to agree with you whole heartedly, and I can promise you we are always trying to improve our business. As it stands now there is no way for a customer to look up an in-home appliance repair other than calling us, or reaching out via social media. On the other side of the coin it is very very very expensive for a company our size to make any system changes.