Best Buy

Reviews 3

R

R Bran

TITLE: Geek squad mgr very condescending non-customer focused and false sense of tech knowledge. Occurred Saturday,7/18, 6:30pm MY PROFILE: -Knowledgeable local tech worker, -BB Silver Elite Plus member ( I spend too much money here), - BB warranty on tablet I brought in for service THE ISSUE: I am shocked by the conversation that ensued with Geek mgr. My kind summary is that this person has poor people skills, but his attitude was as if he was aggressively trying to be combative and protect the company fortunes, instead of trying to understand what the customer symptom is. My parents taught me "It is not what you say, it is how you say it". Here is the situation, you come to your conclusion. 1. I describe symptom of battery dead, wont charge, intermittent. I have tried multiple cords, chargers. 2. Geek employee, not mgr, plugs in and it starts charging. The classic car shop situation, problem does not exist when you take it in. BEST CUSTOMER RESPONSE VS. ACTUAL RESPONSE: BEST: Show empathy, seek more information, offer clear next steps for customer. Assume the customer is telling the truth. "I hate when a problem cant be reproduced. Can you tell me more about what you experienced. hmm. Difficult to repeat. Many times it can related to the cord. I know you tried many cords already, let me see if I can get you one that is recommended at no cost to you to see if that resolves any future problems. I see you are a valued Silver customer with BB warranty. I want to make sure you are satisfied with your products from BB." ACTUAL: 1) You obviously have a bad cord. You should always bring your cords in. (it failed after month 1, and we tossed it) 2) We refuse to service without the cord, that is considered part of the system. (this is totally False. In fact, every tech mfg insists you not include power cord or accessories) 3) Since you dont have one, we can tell you which one is recommended for you to get. (I have a 3 year warranty, and you are telling me I need to buy a 10 dollar cord for 150 dollar tablet. really?) 4) All I know is it is working now, we cant help you. (did you not hear me say that the problem is intermittent? You just confirmed that If I drop it, you will fix it, but if intermittent, nothing you can do) 5) He tells geek cashier employees to find the "official" usb cord for our tablet (you know these are a dime a dozen, there are no official cords, right?) 6)Geek employees checks and informs him there is no official replacement usb cord in the system. (just as I told you) 7) Well check the parts supply for a cord. no nothing there either (yep, no surprise to me. you dont know everything as you try to condescend, do you) 8) Well I will go ahead and give you this cord since we know it is working. BUT THIS !IS THE ONLY ONE YOURE GOING TO GET SO DONT SCREW IT UP (Excuse me, am I your 3 year old child? ) Rude, unexpected, and we have reconsidered where we plan to purchase our major appliances we have planned for the year. If this is how you treat customers for a $150 tablet, I hate to imagine something of much greater worth. Sad but I believe this is a training problem. The same geek mgr was playing a game with another employee just before and shouted like he was at a football game, loud enough that I looked up to see what was wrong. Totally imature, condescending and unwilling to understand customer symptom. Not sure if he is a mgr or just lead guy at the time, but he is the kind of person that I am sure every employee in the office will know who he is from description above. And if the answer to that is No, then it is worse than I thought.

WI

William Mobley

I was told yesterday they would have the NES Classic in stock and to come by tomorrow when they open at ten oclock. I came an hour early and waited with a two other people for a while and a short, bald white gentleman (with no badge) finally came outside to tell us that they gave "tickets" out this morning at six forty-five AM, and they dont have anymore. If that was the case then why didnt your employees tell anyone that on the phone when they called? Whats the point of telling someone to come back when youre​ open if that doesnt matter? People are still showing up in the rain to get in line. Put a sign out or maybe let people wait, tell them after the store opens that theyre out of stock so customers are more inclined and actually able to buy other merchandise from your store. Also, when an employee comes​ out of a closed store and hugs the customer in line in front of us waiting, says "I got you" and the customers walk away it seems pretty clear where some of the stock went. Best Buy = bad business practices. GameStop and generally every other store actually has people wait in line until they open for their products. Its great because you get to actually talk to people who are into the same thing as you. You get hyped about the product which makes people happier. Happier people spend more money and are now willing to buy more items. Even if the product they want is out of stock, they now have extra money they planned on spending anyway on something else. In some cases it actually gets the store free advertising. It gets reported in the news, usually with video or at the very least in text on a website. Which in turn also increases hype about the product causing more foot traffic which results in higher sales. So my question is why was there a press release that an item would be in stock tomorrow morning when clearly it could only be had before the store opened? Does Best Buy not want customers in their store possibly buying other products? Thanks Best Buy, for failing at customer service, turning customers at the door away and by proxy losing out on potentially raising sales for your stores.

TA

TARAH M

I have used Best Buy to upgrade and purchase cell phones since they first started offering that service. My mom and I share a cell plan, and when we got phones and plans at the Sprint store, we were there over 4 hours. Today Mom mentioned upgrading phones and I said, "trust me on this and lets go to Best Buy." I have been to other Bestbuys in the Portland/Salem area and the Tualatin store crew is top tier by comparison. Brian, the young man who helped us, and his team were outstanding. There was an error in pricing, and rather than just saying "sorry," they comped us a free case. He also let us know that if I leased my phone and she bought hers on installments, we could get a $250 gift card and then apply that card to the amount owed on moms phone to drop her cost down. I get to upgrade in a year and she will own her phone after 18 months. They also bundled the 2 cases and a screen protector and gave us 25% off the bundle, and still comped the free case for the pricing snaffoo(it was legitimately Sprints error). We were in and out, phones swapped and loading info, with screen protectors and cases on in less that 90 minutes. It just really reinforced to me why I choose to do business with Best Buy. They are people of integrity who care about the process and the end user. I cant recommend them more highly if you are looking at cell phones and tablets. Before I forget--THE CUSTOMER SERVICE REPS ARE NOT PAID ON COMMISSION. There is no pressure for carriers, phones, tablets, etc. The no commission feature is my favorite. I swear each CSR has a different phone there, but they have hands on all the phones they sell. You will get an unbiased and helpful review from them if you need help in that arena. Im really done now!! THANKS BEST BUY!