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"Express Lane" needed for cell phone upgrades only!

Status: Acknowledged
by on ‎11-28-2014 08:56 PM

I have an idea that will save some of your customers a lot of frustration when it comes to visiting your cell phone department. You need an associate available for customers that come in to just do a phone upgrades& contract extensions only. Call it CellSquad!

On 11/25/14 (keep in mind this is a Tuesday night) my wife and I went to our local BB to trade in our iPhone 5 phones and upgrade to iPhone 6 phones. Simple enough task- no contract changes, no plan changes... just old phones for new phones and out the door, or so we thought.

We arrived about 6PM that night. There was someone in the department with a clipboard that asked me what he could help us with. I told him we were upgrading phones and had trade ins. He looked at his list and said there were seven people ahead of us. He took my name and number and said he'd call me when it was my turn. I asked how long it would be- approximately. He said probably an hour or a little more- just depends on how quickly the 4-5 associates working the counter took to work with each person they had.

So we browsed the store for about 90 minutes before going back to the department. I checked back in and there were 3 people still ahead of us. Now there were just 3 associates helping customers. I also noticed that one of them was still working with the same people when we walked in. I felt bad for the guy helping them- I don't think they couldn't decide on anything.

We kept waiting- we had no choice as this was the only night we had to get this done. Another 30 minutes go by (now at the 2 hour mark). We watched people get frustrated and leave- one gentlemen that left was there for the same thing we were. 

Finally after a little over two hours we received help. Ethan took us out of the cell phone area and got everything switched over on our account. He was very apologetic and helpful in getting us out of there at... 20:54 according to my receipt. Total of three hours needed to do simple phone upgrades.

So, I think it would go a long way in the customer's eyes if you had someone available for upgrades/extensions. When there were no customers needing just those services they could help the other associates with any other customers- just have them float back and forth! I think your "customer turns" through the department would go up if you gave it a try.


Status: Acknowledged

We should already have associates dedicated to setting up upgrades and contract extensions as well as all other aspects of Best Buy Mobile. Thanks for the suggestion.

by Valued Contributor
on ‎11-29-2014 10:34 AM

I can understand the 3hrs wait.... With 7 people wait, I would have drove to another store or come back another day.


I find often the problem is underskilled staff that are there to build up experience.  Hmm.... 9pm completion means you arrived just before 6pm.  Makes me wonder if if you got there was the skilled staff had left for the day with a skeleton crew for the evening.


When I purchased a SIM card a few years ago, I wished staff spent more than 3 minutes with me to set up the SIM and verified it worked.  After returning to my Vegas hotel, I found the H2O SIM was not compatible with my phone.  Not worth the taxi to return to the burbs to get it corrected or refunded.  Buying a second hotel SIM wasted my money stuck on customer service lines.

by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-01-2014 10:47 AM
Status changed to: Acknowledged

We should already have associates dedicated to setting up upgrades and contract extensions as well as all other aspects of Best Buy Mobile. Thanks for the suggestion.

by Valued Expert
on ‎12-01-2014 03:06 PM

It may have been the luck of bad timing.  I don't think they could dedicate 1 employee to that specific task.  Your situation could have been worse if they had ONLY 1 associate handling upgrades and there were 4 or 5 people in front of you.  It really isn't Best Buys fault that they cell companies make the requirements more difficult to simply swap out phones.  You would think after so many years they could have streamlined it.


I have a Verizon phone from BB  and as a Verizon Customer I could do what you wanted online and have the phones sent to me and then do the swap myself.  


I have been pretty lucky I purchased a Cell Phone at BB and have done 2 upgrades and have never had to wait more than 10 minutes.  However, I go in at 11:30 am mid week during my lunch breaks.


However, all that asside I do agree they should have one associate for upgrades and they maintain 2 lists.  One for the upgrader and one for everything else.  and when there are no upgrades the associate works on the other list.   However, this will lead to angry customers who have been waiting 60 minutes and someone else comes in and get served ahead of them.  How do you deal with that.

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