|By submitting an idea to IdeaX, you agree to our Terms & Conditions.|
Last week I ordered something off the website to be picked up in my local store. It was made clear both during the order process and through a confirmation email that I had a week to go to the store to pick up my order. I placed the order on Fri 12/13, received confirmation that my order was ready to be picked up within an hour of placing the order, and even received an email reminder on 12/15 regarding my order. All this I was very happy about, as I planned to pick up my order this Thurs 12/19 after our company Christmas party.
Then this morning I went to check my email and there was an email with the subject: Your order is about to be cancelled. I about had a heart attack. I frantically searched through my emails to make sure I still had until Saturday 12/21 to pick it up (which I do). I enjoy the email reminders to pick up my order but perhaps you should wait until 24-48 hours before an order is about to be cancelled to send out an email with that in the subject. Much less heart attacks/panic that way. Thanks!
I recently purchased an item at Best Buy that went on sale two days later at Best Buy. I am a Rewards member and I know that is so you can track my purchases. Well, how about automatically refunding the price difference, if it is within the 15 day criteria, to my credit card or issuing me a reward certificate for the difference. Now, I have to make a special trip to Best Buy to get my price match. How about adding this feature to the Rewards program, giving it's members a practical, appreciated convenience?
I've had two negative experieces with Best Buy stores here and I want to start off by mentioning I'm an Elite Plus member so I'm not somewhat that frequently returns things but I do, however, spend money at Best Buy.
I think it would be in Best Buy's best interest to really get employees familiar with the returns policy and to avoid situations that pit customers against the company:
[for example] I purchased a MacBook Pro at the My Best Buy Shopping Event last night. It was marked as "scratched" and "missing a power cable." I figured for the price (35% off) this wouldn't be too bad as I have stuff to remove scratches and a power cable is around $50-80. When I get it home and start cleaning it up, I come to find out it's actually not a scratch it's a crack in the glass. Now the Best Buy employee told me to purchase the plan and worst case scenario I couldn't get the "scratch" out they would just replace it. This was incorrect; the protection plan paperwork states that Best Buy, at their discretion, may decide that the cost to repair the item exceeds a reasonable expense and can decide to issue you a store credit for the amount instead. In this case, I would be without a computer (because the store credit will be issued for the amount paid) AND out the $200 extra I paid on the service contract (because at this point, it has "done it's job" per say).
So this morning I made an appointment at the Apple Store to take it in to see just how much it would cost to fix and they quoted $900 alone for the screen and they also informed me that the body on the computer is "warped" which is why when I have it on a flat surface it has a little bit of a rock to it. Mind you, a customer service agent took this as a return AND the store misadvertised this as a scratch. After hearing that, I knew if it went out to service through Geek Squad it would most likely end with them deciding not to repair it and instead replace it and that means I would be without a computer (this same model would be 35% more at that point) and out $200 for protection so I opted to return it.
I purchased this computer over by where I work (about 30 minutes from where I live) and I tried to take it to the store right down the street from my apartment and the store tells me that "we wouldn't sell something like this, with this kind of damage, so my manager is refusing to allow you to return it here." And I'm SHOCKED (to say the least). Best Buy stores are NOT franchised - so the fact that they would pit a customer against the company (not to mention inconvenience me to drive out of my way 30 minutes to go return a defective item that they sold me - referencing once again that they are NOT franchised - is ridiculous). If one of your stores sells someone a lemon like this, another store should take the return because at the end of the day it's all Best Buy.
Similarly, I had an experience like this with an iPhone 5S. I purchased an open box iPhone 5S 32GB in Space Gray on launch day, as that's the only phone they had for AT&T. I took it home and I honestly just didn't like the color so I decided I would go get a 64GB in Silver (and mind you I purchased this outright). So Best Buy took no loss (they would have to mark the open item down again, but it would most likely be at the same price as before) AND the made a huge revenue gain when I purchased the new phone outright. I tried to return the Space Gray (mind you I had it for 3 days at this point) and the guy tells me they can't return it because it's "scuffed" - for the record, "scuffed" was pocket lint that got trapped between the case and the phone. Ironically, took the phone 2 minutes down the street to the Best Buy mobile stoer and they took it without instance.
Please train your employees on proper return policies and etiquette; Especially for Elite Plus members returns should be no hassle - but more importantly, if this had been a first shopping and returns experience with Best Buy it would probably be my last. You're not just competing with online retailers on price anymore, they offer phenomenal service. Anytime I've returned something to Amazon it's been without fanfare, instance or followup and smooth as melted butter. At the end of the day it should be about making the customer happy and making sure they have a positive experience because this is what gets customers to spend more in-store.
Sure, it's probably easy to go into a Bestbuy store and buy a gift card each time you want to save for a Best Buy specific purchase, but my idea would work similar to the Pitch-In card, except that it's for one person.
For the sake of this suggestion, let's call it a Flexible Lay-Away Plan or for short FLAP.
FLAP would work like this:
1) Visit a bestbuy store
2) Take the item which you desire to purchase to any cashier
3) Cashier Scans the item, and with an added POS feature, a gift card transaction is generated with a value that is at least 10% of the purchase price of the desired item. Since the FLAP will remove the item desired from the available inventory, and administrative fee of $3.00 shall apply.
4) The item desired WILL NOT be held for the customer to pick up, however, the FLAP program would reserve the item in it's inventory. In the case of purged/discontinued items, only Lay-Away the price of the item. If the same item is not available, managers will find a like-styled item, and adjust the price accordingly.
5) Customers should immediately activate their card. During activation:
6) As a bonus for customers to acheive their major electronics purchasing goal, upon successful completion of funding their item something free should be offered relative to the item purchased.
A downside of FLAP would be that customers change their mind on making a purchase. A suggested cancellation policy, that is fair should be:
I've noticed that they recently revamped the Mac Accessory section in my local store and it looks great! There's a lot of new products, but I'm also noticing a lot of redundnacy. I understand in some instances (like with hard drives) redunancy creates value, as it offers the same product at different price points; However, overall Best Buy could do a better job on the accessories they pick for Macs; Here's some suggestions:
(1) Rain mStand / Rain mTower / Just Mobile AluRack ; If you are using your MacBook on it's on, it allows you to effectively "dock" you Mac while at the desk and use it at an angle [ergonomically] similar to that of an Apple desktop; If using your MacBook with a display the mTower allows you to stand the MacBook up side-ways effectively turning it into a "tower."
(2) Macessity Laptuck Pro; A stand for the Thunderbolt Display with integrated USB 3.0 hub and space below for Apple keyboard - great for the smaller home [office] workspace.
(3) KB Covers - Keyboard Covers
(4) HDMI to VGA Cable; would allow Apple TV to be connected in business conference rooms and/or classrooms where iPad adoption rates are rapidly increasing.
(5) Newer, more stylish sleeves for all MacBook sizes ("11, 13", 15") - may I suggest STM Bags Grip for MacBook, Hard Candy Cases Hard Shell Case, Moshi Codex MacBook Case, Tucano Stand Up Sleeve Cargo and/or Mujjo Sleeve and/or SwitchEasy Thins (Magnetic Closure)
(6) Belkin YourType Bluetooth Wireless Keypad; Bluetooth 10-Key add-on for Apple Notebooks/Desktops - great for home office, business, and educators a-like.
(8) RadTech ScreenSavrz iMac Screen Cover
(9) Henge Docks Horizontal Docking Station
(10) Satechi Premium 4 Port Aluminum USB Hub
Don't get me wrong I am 100% for security and Identity Confirmation. It comes to a point though where when you have been on hold for so many hours on end and keep getting transferred to different people that you have to ask "Why are you asking me the same thing he/she did"
So I am suggesting this: You confirm with the person your identity and somehow this profile of information/confirmation is then sent to the person who is being transferred to. This way you can get right down to business and do not have to worry about wasting another 2-3 minutes on the details...
:maneuver-happy:Think Best Buy is absolutely the best place to shop for all holiday gifts. I want to suggest placing DVD's, movies and TV shows, on sale now for Christmas. Amazon.com is a good place to shop and, from what I see, competition for you. You have taken excellent care of your customers in years past (thank you),but I am asking you to do this now please because shopping is getting underway and I'd like to shop here. Thank you for caring so well for your customers.
I'm the type of person if I am going to buy something I want to be able to talk to the company if needed. There are a couple of different ideas I have.
1) Maybe on the forums there could be like different "company" boards. I.e.. In the technology/computer one there could be a sub board solely for IBUYPOWEr, Cyberpowerpc, and etc. There would be a vendor affiliate who would overlook that board and answer questions as needed for pre-sales, customizations, and etc.
2) On the actual product itself on the BB website there should be a "private message this vendor" and a "go to this vendor forum board" button.
Currently, from what I have noticed there is a Q&A type of thing on ONLY the larger brands such as Dell, Toshiba, HP. My question now is, WHY? Why don't Cybertron, Cyberpowerpc, and etc have these options? Why don't non electronic brands have these options? And etc.
I say just get rid of the Q&A and move all the questions to the respective boards. This way it gets IdeaX and the forums more advertised as well!
I know Best Buy has it's own protection plans, but Mac users are a really niche group. I always think of us as "the water drinkers." If you've ever been to a restaurant and asked for a cup for water they almost don't know how to respond and you usually get this small bathroom dixie-cup looking thing. Meanwhile if you want a coke, the sizes are endless (big gulp anyone)?
My issue with Best Buy is the sales associates clearly don't feel comfortable with Apple products. Everytime I have a technical issue I end up waiting while a person runs around the store asking other people and the sales people mirror the same thing. If I ask a question and they don't know there's an uneasiness and they run off to go find an answer. I appreicate this effort to find an answer but at the same time you have to realize when someone is spending $1000+ on a computer, this doesn't put you at ease with someone "tinkering" with your computer.
For Best Buy, this is really a win-win. As it is currently, if a customer prefers Apple Care they simply buy the Mac from Best Buy and purchase the Apple Care online or through an Apple Retail Store. An opportunity exists for Best Buy to bring this revenue back in-home. The other plus to this is when you just down-right don't carry it, it looks like you're trying to cripple competition. Competition's good because it makes everyone better. There's an opportunity for Best Buy to create a white glove experience with their protection plans that may justify the higher premium. A comparable protection plan from Best Buy can be upwards of $200 more than a comparable plan from Apple. If you're not accident-prone you simply can't justify this premium.
I notice that the crew at the customer service desk is very skeletal - especially during the week. The issue that I've notice holding up the line the most is when customers don't have a receipt and the agent has to lookup the purchase and it's absolutely dreadful: people have 13 phone numbers the purchase could be under, they have a wallet with 6 cards and they're not sure which one they used to make the purchase on, etc.
Why not have a kiosk where customers can search for their own receipts (similar to the kiosk for trading in games). You could put in all the information you have - i.e. your reward zone number - last name, first name - or swipe the card you used to make the purchase and it could locate and print a copy of your receipt for you.
This would be a great time to start designing and testing it so when you have influxes in returns during and after the holidays you can really start optimizing the service desk and lower the amount of time peope wait in line.
I just had an idea that with the renew blue going on, I feel that we all need a refresher on what our stores should look like. And to do that, there could be a segment based off of the series "Hoarders."
As a Sales Support Sup, I am constantly picking up after the team, and in my mind I always think about why people feel the need to keep certain things (or don't clean out their answer centers, down stocking, or making sure the stores are dust-free). I think that calling out this issue to the sales teams (and not having us SSS's having to yell all the time) via a fun and interesting way; would go a long way in backing us all up and making our stores more shoppable for our customers.
Considering it will be going completely digital soon (which I personally regret) and will be eliminating additional cost for material like paper, ink and printing as well as shipping. Does this then mean the cost of the subscription will also be reduced to reflect these savings?
I'm also curious on how exactly this process works?
Once you've download the issue, will you be able to re-download it again if you have deleted it and want to revisit it?
What about if you let your subscription expire, will you still be able to download the issues you were subscribed to?
You don't have the ability to just login to @Gamer and simply read the issue(s) on line?
I'm not a big fan of being forced to be tethered to my computer and not everyone has the benefit of a tablet or smart phone and reading a magazine on a smart phone is not a very enjoyable experience anyway. I myself prefer an actually magazine that I can hold in my hands and take with me, where ever I may roam. Soon all printed material will be digitized only and books and magazines will be like 8 tracks, cassettes and vinyl albums. You will have stories to tell the little kiddies "when I was your age we had..."
How about benefits for Premier Silver Reward Zone Gamers Club Members?
I think it would be awesome if your a Premier Silver Gamers Club Member to be able to login into @Gamer and access a data base of all the @Gamer issues. From the very fist issue, to the most recent and be able to read them through the website without the need of downloading. As a subscriber you should have the ability to read all the issues you've subscribed to online as well and always have access to them even if you let your subscription expire.
Lastly the ability to pay/renew your @Gamer subscription with the use of your Reward Zone points which is brought up in this post. Only 3 votes? Come on Gamers Club Members show some support and vote!!!
Quit the "blue shirt" ads. They're dumb. What else is someone that works for Best Buy going to say? Why should we believe a thing they have to say. You want to impress me? Have somebody that knows the product, but doesn't have an interest in saying anything bad or good. Give me real, not phony baloney. You want to really impress me, let me try out one of those big TV's. I'll tell the truth about it, one way or the other.
I’ve been following the business for a while, Best Buy has been in somewhat of a slump in the past few years with cheaper prices on the internet and all. It’s no surprise, when I have personally walked into the store searching for something (a phone charger) only to see that the one I needed was 30 bucks, then searched for a similar product on my phone, only to find I could have it delivered for free for less than 15 bucks. Now personally I love the business. I think it is very aesthetically pleasing, the Blue coloring and perfectly tilted yellow price tag logo. Your associates are often very knowledgeable, and when I walk into one of your stores it is always very neat and seems very “futuristic.”
However let’s get back on topic. You guys are having problems, due to lower prices on the internet and the fact that you guys basically ARE an enormous showroom. People walk in, check out the great electronics you have, and go home to make an order on a website with another company.
My idea to help turn around your business? Rather than “matching competitor prices even those online” which will still potentially lead to your downfall simply due to the fact you guys probably have much higher overhead than an online dealer, why don’t you change the focus of your business?
By changing focus I don’t mean change what you guys sell, but change how you guys do it. Keep the stores, but try to build better relationships with customers. I’m talking about find technically savvy, salesmen who know how to design the interior of a house. Perhaps you guys could team up with a furniture company, buy them out, and change your goals. Instead of just selling a television set, have someone personally go to a potential customers home, whether it be free of charge or at a fee, and help design a very aesthetically pleasing room. Even if you don’t hire people, perhaps simply teaming up with city furniture, to sell not only an entire living room, you offer a television with an xbox and sound system that is aesthetically suited to their home furniture.
That is the one thing the internet can not offer, human interaction, and advice on what can be aesthetically pleasing for a home. Now here are a few problems I can predict. First you have to hire people with even more skills, not just someone who knows computers or cameras, but someone who also knows how to organize a house or room. This could potentially cost more money with turnover and all. Second, you guys will have to expand your market to furniture, and in doing so, you may have more issues, but if you team up, their will be someone to take care of the other aspects of the business.
Have a team of people ready to enter peoples homes, who can analyze the room size, space capabilities and find the best product that you can have and set it up in their living room, bedroom, and maybe even bathrooms. You need good salespeople too, because then the problem lies with, what if my salesmen goes, and they look online to find a better price? Well it is possible for a good salesmen to close the deal, regardless of “prices” as long as it’s within somewhat of a fair price range.
So there it is Monsieur Hubert Joly. The idea that could potentially change the face of Best Buy forever.
A lot of new technology (Windows 8) is very intimidating and confusing to a lot of people. HDMI cables, WiFI routers, computer maintenance, setting up a printer, trouble shooting TV capabilities, etc. Wouldn't it be cool if you had local concierge service where your customers could call up their concierge and get help over the phone or have the concierge come to their house and solve the problem and teach them a few tips and tricks? This would separate you from the other retailers and would cut down on "ShowRooming"
I could start tomorrow as a Windows 8 concierge. :-)
People need more than the Geek Squad set up visits. They would lgladly pay a few extra dollars a month for a premium service from a real person who lives in their city and can help them understand their technology and all of it's capabilities.
I'd be happy to discuss further with you!