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Remove Samsung Section

Status: Acknowledged
by on ‎11-25-2013 01:39 PM

As a long time consumer at BestBuy I have seen the transition from many departments where there could be plenty of items to a now crowded area for computers/etc and a huge select space jus for "samsung" products. I mean..really? I'm surprised Apple doesn't have a larger area if you are going to do this! 

 

At first even I thought the idea would be worth going into. However, now I see that it really and truly isn't work the space used. I do have to start questioning Best Buy if the profits from the section is that high really? Cause at least out where I lve you rarely see people go into the section. 

 

So my suggestion is to just remolve the entire department and redistribute the departments respectively. Go back to the old system! 

Status: Acknowledged
Given we just established this partnership with Samsung, I can't imagine us removing this area anytime soon. Thanks for your thoughts on this!
Comments
by
on ‎01-14-2013 08:52 PM

Before I get a lot of negative critism for this suggestion, hear me out:

 

Representatives are a great TRAINING resource; However, they should not be customer-facing.  Many reps only know their products and I've seen reps blatantly lie about products to get customers to buy their brand offering of a product.  

 

Not to mention, it's somewhat annoying to have reps approach you while you're trying to conduct business with Best Buy.  It's like if you went to a Toyota dealership and a Ford person just walked up and started telling you how much better a Fusion is than a Camry.  While you'll have some people that will take everything the person says to heart, you also have some people that had their heart set on the Camry and when someone down talks something you want it makes a customer feel ignorant and insulted and that could result in lost business for BestBuy (another reason for people to go buy stuff online).

 

Finally, reps don't know Best Buy policy and culture and they're not as easily distinguished from Best Buy employees.  I kid you not I've noticed a HUGE influx in the number of reps in store - especially in home theater and computers and there's actually more of them in my store on weekends than Best Buy employees!  The end result is customers assume they're wearing a polo and khakis - they must work here (this loops back into the original problem of customers taking everything they say to heart) - so if they mispeak about financing offers or return periods Best Buy is (in a way) liable for this as they represent their brand and Best Buy when they're in stores. 

by Senior Social Media Specialist Senior Social Media Specialist
on ‎01-15-2013 02:39 PM
Status changed to: Tell Us More
It is my understanding that these vendor representatives are merely there to answer questions about their companies’ products and services. Would anyone else have anything to add to this idea? Remember to vote for an idea if you like it.
by
on ‎01-18-2013 03:55 PM

The issue is merely that people look for a polo shirt and slacks and it's assumed you work there - for instance, I was Christmas shopping at Walmart and I was wearing my work uniform (ironically) polo and slacks and I had two customers approach me while I looked for CDs - mind you my polo is not blue or any other Walmart color and my slacks were not khakis.  

 

I've personally been approached by Direct TV reps in-store and they pretend to help you and they pretend they know what they're talking about but then it's down to the real business: "who's your cable provider?"  Mind you I was not looking in TVs at all - they appear to walk the store and approach random people and there's other vendors that do the same.  This detracts from the shopping experience - imagine if you were at Walmart (more of a universal grocer, sorry) and some random person approached you and started asking you questions - you feel almost awkward because it's not something you feel is appropriate for one and for someone to just start questioning you makes it even wierder.  I've actually seen them in a few Walmart stores and I make sure to avoid those stores like the plague. 

by
on ‎03-19-2013 12:17 PM

Just so you can understand where I'm coming from.  My last trip to Best Buy on a weekend.  Entered the store, greeted by a Best Buy person.  Headed over to cameras: there's a Sony and Canon person there.  Head over to cell phones: Verizon, AT&T [probably Sprint too] person there too.   Head over to computers: Intel person, THREE Samsung people, Apple person, HP person, Canon Person, Epson Person, Microsoft Person, Toshiba person, Lenovo person, Clear [Internet] person.  Head over to MP3 players - Sol Republics person there to try to sell me headphones.  Head back to home theater: Samsung, LG, Sony, Direct TV.  

 

At what point do you draw a line?  Best Buy tries to market itself for it's blue shirts.  And while in theory yes it makes sense to have vendors there to train, come on - THAT many vendors to train ON A WEEKEND? With increased traffic?  And you don't actually think these people are going to give unbiased information to customers, do you?  And just kind of observing, most customers don't realize they're not talking to a Best Buy person so when someone says "oh that XYZ is bad here's why this ABC (just by irony the product that the company they're representing is selling) is better."  

 

Outside of that, it also makes Best Buy employees look uninformed about product to have that much support on hand for training all at once?  I think that encourages show-rooming in a way because if someone had their heart set on something and they go in to a store, run into a vendor that just completely tears that product apart - yes they may have a change of mind and buy that vendor's product, but at the same time, what does that do for your customer satisfaction.  Are you really happy with something if its not really what you wanted?  

by
on ‎04-13-2013 05:50 PM

I'm bewildered by the fact that you sell Amazon's Kindle. Amazon.com is the primary reason you are experiencing poor sales. If you must sell the Kindle, you should do what The Guitar Centers do - they have a big sign above their doors saying they will match online sites. And they DO! Not only did they match a price for me, they did better. As a result they made a huge sale!

 

Best Buy is my "Toy Store". I would be sad to see you go away. You must do what is in your best interests while doing right by your customers. I'm sure they won't miss the Kindle. I always check with BB first - this led to me buying a wonderful iPad MINI from you this past week.

 

Finally we need to take more pride in American companies. You've done a wonderful job with your "Apple Boutique", and even though they are assembled in Asia with Asian parts, Apple provides countless jobs in this country. As well as I am aware that Samsung is a huge market, it's because our marketplaces give it so much exposure, and now you are about to open "Samsung Boutiques". If you want to be considered a good corporate citizen, and not be and American sellout, you might want to reconsider the scope of such offerings. 

by
on ‎04-13-2013 11:06 PM

you gotta think big picture yes, they sell the kindle but Bestbuy makes a profit on that item. But where they really make money is from the warranties that can attached to the kindle purchase & that's what they really want. The possible accessory sales are also high profit..I saw a basic plasti case for over $30 which I'm sure cost like $2 & the foot traffic + word of mouth can also result in more sales as well. There's alot of ideas on here that if they would implement would make them alot of money vs not selling kinldles I'd suggest they start there 1st.

by Valued Expert
on ‎04-15-2013 12:16 PM

Kindle works for BB also because even though there are millions of shoppers who are willing to buy online, there are many millions more who want to walk into a store and walk out with it.  

 

Kindle and Nook draw HUGE amount of foot traffic into the stores.  Especially during the holidays.  And if they can get you to buy a couple accessories here and there so much the better.

 

Hmm now this give me a new idea to submit to this forum.

 

 

by Senior Social Media Specialist Senior Social Media Specialist
on ‎04-16-2013 03:18 PM
Status changed to: Acknowledged
The first time I heard we were selling the Kindle I was surprised myself, but it is a popular product. Apple is also a competitor of ours, but we still want to provide their popular products to our offerings. We are open to selling any products made in the U.S., but to be honest there really aren't that many manufacturers of consumer electronics based in the U.S. Thanks for sharing.
by
on ‎04-16-2013 06:27 PM

Allan, thanks for your response. I feel there is quite a difference to selling a product like the Kindle from Amazon relative to your offerings from Apple. Apple is a competitor, but also a collaborator in that they provide Apple trained staff to sell only Apple products in your stores. Amazon competes with you in virtually every category and corner of your bricks and mortar stores without having to charge (in most states) taxes. Easily 90% of all Kindles are sold directly by Amazon. I can't help but feel that any retailer selling the Kindle is also shooting itself in the foot. I have 40+ years experience in marketing for major multinational corporations, so I am not just pulling these thoughts and figures directly out of thin air. I know this will not change things, but it does make me sad to see all the "fixtures" in my life, like Best Buy, being continually portrayed as struggling to survive this changing economy. 

by
on ‎06-05-2013 04:04 AM

To thinkman's point, Brand Stands actually are not in Best Buy's better interest as well from an investing stand point.  Yes, initally you make a killer profit from labor savings and renting out space but in the long term what happens when a company like Samsung or Sony "gets on their feet" and they decide to venture into opening their own retail stores?  

 

With Apple it's a little bit different.  Yes they used CompUSA to build sales but the real reason they opened retail stores was there's little push in stores like Best Buy and Comp USA for people to really be knowledgable around Apple - go ask a Best Buy employee what the difference between the new iMacs card and they'll be perplexed and exclaim "the specs all appear the same, hold on!"  I've had this happen about five or six times i different stores and it lets me know right away NOT to talk to that person because they obviously aren't knowledgable. 

 

In the case of Microsoft, Sony, Samsung and now Google, these are "me too!" offerings because it would make more sense profitability-wise for them to partner with Best Buy and try to do brand stands (which create a laundry list of problems too - see other postings) BUT in the long term if they feel as if they are having success in a place like Best Buy why NOT venture out and pursue your own retail stores? At this point they will be direct competitors to Best Buy.  Having been to a Microsoft store recently, they talk a lot of mess about Best Buy with one MS employee even saying Best Buy loads bloatware on the computer not the manufacturer.  To someone like me that's more knowledable, I found that funny, actually.  To someone's mother or grandmother that's hooked on HSN or QVC, you just lost a customer to Microsoft.   To give you an idea Best Buy's income is down 11% and it's income growth is up 58% over the past 12 months.  HSN has positive sales AND income growth which means they are growing quicker and if you've seen HSN and QVC what they do should be considered CRIMINAL - they make Direct TV people look like saints.  

 

Considering most of these guys are aware that Best Buy carries their assortment as well then it becomes about creating value;  how do I get the customer to buy from me and NOT Best Buy?  You could lie (see above), offer to transfer files for free, whereas Best Buy charges $150 or undercut them [Best Buy] on price since you're Microsoft and you have the best rapport with the actual manufacturer's, or offer classes and say things like "and these are taught by actual Microsoft employees so they're even more knowledgable than the Geek Squad" - these are all things that were said during my visit to the MS store, btw.  From that point on Best Buy has lost a customer and one becomes 10 becomes 100 becomes thousands.  Proceed with caution, BBY.  Your next move could be your last.

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