11-22-2019 05:08 PM
So long, Best Buy.
I've been a long-time customer of Best Buy and a supporter of my local brick and mortar store in Noblesville, Indiana. Spent $1200 on a Sony TV two nights ago after having positive experience with a very helpful salesperson. I told him I would be returning to buy a second TV and soundbar as a gift - and a blu-ray player and a receiver.
Unfortunately in the unboxing the TV slipped from my helper's hand a fell a few inches to the hardwood floor. No obvious damage, but when we turned it on we realized it was badly cracked and and after a few minutes no picture at all.
I realized my nice new TV was now scrap.
I returned to the store in my trauma and explained my misfortune, hoping that they would be prepared to help in a situation like this. The supervisor on duty was sympathetic, but would only offer $100 off a replacement.
I called Sony: Sorry, nothing they could do.
I called Best Buy customer service: Courteous and sympathetic - but nothing they could do.
Returned to my Noblesville store today and spoke with another supervsior: Kind and sympathetic, but could only offer $100 off.
I then spoke with the general manager: Cold and completely unsympathetic (pretty sure that fellow should not be in a customer-facing role).
Anyway, in short, if I were to have bought a replacement TV, I would have spent $2400 and the best they could do would be $100 off.
Perhaps I am naive, but one would think with all the company spends to promote its brand and reputation and attract new customers, it would recognize the value in taking care of existing customers - and influencers. I had every intention of buying the exactly the same set and paying for it; I just expected that Best Buy would help defray the cost with a discount of some significance. You sometimes hear positive stories about companies going above and beyond to satisfy customers; unfortunately that was not the case in my situation. I understand the margins are slim in electronics and so my expectations were modest, but $100?
The general manager made it clear that the Best Buy had washed its hands when I walked out the door. So, now I wash my hands of Best Buy.
Okay, feel much better now having gotten that off my chest. On to Costco! On to Amazon! I have electronics to buy!
11-22-2019 05:58 PM
11-22-2019 06:43 PM
Thanks for the comments. I appreciate your input. I guess I am sort of articulating what I believe to be a principle of business. If you sell a product or service, certainly you need to get a margin sufficient to cover costs, overhead, and profit. If you don't, you won't remain in business very long. But, any experienced business person will acknowledge it is not practical to insist on a profit on every transaction. An example of this in retail is the loss leader; in professional services it may be losing money on one engagement in order to open a door to a profitable return on the next., In my instance it may have meant losing a few dollars on a transaction today to retain a customer and perhaps earn multiples of that back in the future. I understand the competitive nature of today's business environment. And I understand that customers may be fickle, chasing the best deal without regard for any relationship or loyalty to the seller. Despite this, there are companies that try hard to cultivate customer loyalty. I shouldn't suggest that Best Buy is not a good company; I have been a fan of it because of the way it has persevered in the onslaught of online retailing and has maintained its stores. And I have a lot of respect for the salespeople - they educate instead of pushing sales. Perhaps this sore will heal in time, but for now I will be seeking out alternatives.
11-23-2019 04:21 PM
Welcome to our community. Not terribly long ago I was loading my groceries into my car in the parking lot of a warehouse retailer just as were a few other people. Before I had finished, I heard a thunk from behind me and turned to see a man looking down at the large TV he literally just purchased lying at a terrible angle across his cart and the asphalt of the parking lot. Now, I've damaged brand new products myself here and there in my life so I know what that feels like, but none were of the scale and value of a TV. I could only try to imagine his distress and so my heart went out to the poor guy--just as it goes out to you now.
I certainly understand trying to pursue all of the available options given the considerable expense of the new TV. I would do no less myself. And while I'm happy to hear that the store representatives and supervisors with whom you worked were able to offer an accommodation, it's disheartening to hear that it did not meet your needs.
I can also understand, therefore, how such an experience might influence your choice of Best Buy as a future shopping destination. It is my hope that you will give Best Buy a new opportunity one day soon to renew our relationship with you.
Please know I am grateful you took the time to share your experience and feedback with us.