Other Customer Service Support

[debartello]

I went to the local Best Buy to get my wife a new phone we found the perfect one the sales guy was terrific and made the experience the usual very satisfactory until...

I had to run home to get my Verizon PIN number on returning to the store everything went south. From left field this pushy guy appraches us trying to force feed us into a digital que to get time with a sales rep. I already talked to the sales rep he was on his way to help us, when I explained this to the que guy he said , "i'm not going to argue with you about this so you can just wait for 30 minutes then".  Me and my wife are looking at each other  still fresh from our great so far experience with disbelief that this guy is blindsiding us with bossy, push and completely unecessary beurocracy that we have no need or desire to be entangles with. English is my wifes second language, as I asked her if she knows what this guy was upset about he heard me and took it personal and appeared physically upset and approached us with indignant displeasure, "I said I will not argue with you"!

argue what? us? we are not arguing, we are having a great day! (didnt say that but it was the reality)

We left in disgust off to verizon to get a phone

I called the best buy national customer support number to complain they were VERY understanding and assured me this issue would be addressed and they would have the proper customer service person contact me.

An hour later I get a call a nice person asked me to explain everything and so I did but right at the end he says, "now you know that didnt happen!" The guy they had call me to resolve the issue was the guy that made the problem! It was the store manager! Now the only way to address the issue is with a ham fisted unrealistic method recomended by the national number of go to another store, request to see a store manager tell the whole story to them and hopefully they will get me in contact with a regional manager. But in these forums it says the regional managers do not deal with customers, so are we to believe that store managers are above the basic laws of good customer service and are free to treat customers like trash without regard as we so perfectly witnessed? This all would be a non issue but I l ive near the best buy and go there all the time my whole house is full of stuff bought from that store. Why should my family have to go to the other side of town because the store manager either isn't into dealing with imigrants or is just an old fashioned jerk. I am a disabled vet too I cant hear very good and said so and he didnt like that either, when i asked him to repeat he took it personally and thoght i was yelling at him. This guy needs to be put out to pasture or to go on a long vacation, he should not be taking the s tresses of his job out on loyal customers especially when his employees are so eager to help and make customers feel awesome.

[Wesley-BBY Retired: Social Media Specialist]

Greetings, debartello.

We appreciate that you’ve taken the time to register to join our community forums. We care about the experience of our customer and this it far from the type of experience we wanted you to have. Please know that we take the details that you’ve shared with us very seriously and have documented them here at our Corporate Headquarters thus far. To allow us an opportunity to further investigate and effectively address, we’d ask that you share with us privately your name, phone and email along with the store location, date and approximate time that you visited the store.
 

We look forward to assisting you in this regards.

[debartello]

i forgot what your private message to me said , now I cant find it can you help me find the proivate kmessages you send me? After you send a provate message I get an email the link in it does not bring me to the private message?!

[Wesley-BBY Retired: Social Media Specialist]

I’ve contacted the store leader, Kaelyn, that initially reached out to you asking if they would once again contact you. 
 

With our Community Forums, a successful login should allow you to view the private messages that have been communicated since your providing your personal information to us as requested.
 

[debartello]

Your solution to the problem of the store manager insulting and being rude to me was not resolved by having him call me twice. This time I explained the whole situation to him only to have him call me a liar. Initially my inquiry was to find a way to talk to someone who is not the actualy problem. HGow does this work, if he calls me again am I supposed to get insulting like he has to me 3 times in a row?

[Wesley-BBY Retired: Social Media Specialist]

That was not our intention at all. We do want to provide a resolution that ultimately demonstrates that you are valued customer and should be treated with respect.  We have escalated and forwarded the details of your experience to an executive leader and should be able to provide you an update within the next 24-48 hours.

Again, this is not the level of service that we wanted you to have, and we’ll make every endeavor to offer a more satisfying resolution from the experience you’ve detailed.

Best regards

[debartello]

After many attempts to deal with your customer service I give up with the issue unresolved. You insist on attempting to have this issue resolved by the store manager when the issue is with the store manager. There is no process in place to resolve an issue regarding a store manager. Absolute failure of basic customer service. Unexcusable , comsidering how much money I have dumped into this store. I will now shop exclusively at your competitors.

[Wesley-BBY Retired: Social Media Specialist]

Joe,
 

Please be assured that at the time I responded that your concerns would be escalated, a senior leader that oversees managers of the store location in question, contacted us to assure us of their involvement to address your concerns.  We apologize that we have not been able to provide a positive conclusion on your behalf. As these details that you’ve shared have been documented here at our Corporate Headquarters, we will be presenting them to that appropriate parties to address internally.
 

Best regards.