BestBuy Rewards MC

[Anonymous]

Thanks for trying to help- but at our Best Buy they keep everything on computer by zip code and then phone number. So even if you don't have the reciept they can look it up.

I totally understand your position. But there was something in my days of retail called "keeping customer loyalty" and not sounding like a broken record. JC Penny was my very first job- and his philosophy was in between the wholesale price and the market price was a fair price that a profit could still be earned- and yet not rip off the consumer.

Additionally- we had a store policy that evevn though you knew every  once in a blue moon the store might have to eat the money on an exchange - or even a store credit- because you knew that this customer shopped every Friday and knew their name, and that they had spent such and such, you took the exchange cuz you never wanted to lose them to someone else.

I used to work for Castner Knotts in Goodlettsville TN and they were fierce about their policies- first - it was they used to tell you- run your counter like it is your store. Second- don't argue w/ exchanges- we are NOT TALKING ABOUT GIVING CASH BACK- because it is only a small percentage  that will abuse it-and the goodwill you create by doing it keeps loyalty. You know what? It did. We had customers that would drive from KY- because if they showed us their KY driver's license we gave them KY tax and not TN tax. You know what we did if we were out of an item? We called another store and had it transfered. What if the person lived too far to come back and get it? We shipped it half price or sometimes free depending on how much they spent.

Those were the good ole days...again-stores have become clearing houses for merchandise- and their policies make it very hard for mgrs. to do their job- which is supposed to be creating customer goodwill and building relationships that will keep that customer coming to YOUR STORE because you know their name- you know just how to help them- you know they might be  pissy but they come to you because YOU know their style, etc.

Again, the good ole days...

[George2037]

My apology for the long post:

Welcome to Corporate America!  Huge franchises have captured the market lock-stock-and-barrel, customer service is not exactly high on thier priority list, they loose you as a customer but there are 20 people right behind you to take your place.  It's all amount volume, how much merch can we move from a store forget getting them to return. 

When starting out in the workforce I was an aprentice plumber working on a housing development (1500+ condo units) and all apliances intstalled were GE.  I would install the Dishwashers/ Fridge/ Stoves, and saw the costs sometimes $200-400 less than my cost at the supply house.  Asking the salesman how they could do that, his response was "Repeat business" and "Volume".  First GE figured out if a homeowner had thier products in the home and were satisfied with it, 10-20 years down the road when it came to replace it chances are they would go back to them for it plus GE has a product list that almost matches GOD   .  Basicly GE took the one time hit on the profit for a chance to show homeowners what they had to offer, OH their CS was awesome..I would get a call about a scratch on the finish, or a leak, if I found it was the product GE would overnight the part, or just replace the whole unit.  Ask for the failed part back so they can investigate it and see what failed and make changes where needed.  Selling 1500 dishwashers he was able to cut the price down a little because of the volume (but not as much as you would think, $75-80 a most).

My point, Best Buy is a clearing house focused on volume and sales.  The idea someone would return and give them repeat business is based on sales/ discounts and products they offer.  Customer service isn't one of them, just as Home Depot does once they capture the market they stop the Customer service.  They figure once they put everyone on the block out of business there won't be much choice but to return.  Ever watch the movie about Walmart?  Same concept.....  I remember in my early Contracting days when Home Depot was a new concept I could just pull up to the loading dock tell them what I needed, paid for it and it was loaded on my truck.  Now, IF I go to HD I have to park get a cart, go load all my own supplies and if I get a cashier pay (most time it's a self service pay) then load my truck.  It ticks me off cause before my local supply house went out of business they would deliver for free, never had to leave the jobsite.....make a phone call, 20mins later theres a loaded truck pulling up.  Now I use 84 Lumber, their salesmen work off commision and will do anything to keep me coming back. 

[Anonymous]

Oh c'mon, Gimme a break!!!  No store is going to warranty ANYTHING 6 mos after you purchase it.  I think the mnufacturer's warranty ranges from 90 days to 1 year.  Your problem isnt with BB, its with the manufacturer.  I bought my kid a PS2 from Target for Chrismas last year.  Bought it about a week or tweo early and the thing stopped working on day 31.  Called Target and you want to know what they said 'Sorry, electronics are only warrantied for 30 days from the date of purchase'.  Even though this was two weeks after the kid opened it.

Wound up having to send it back to Sony.

[Anonymous]

I have been out of retail for 10 years (THANK GOD)

1 phone call to the manufacture-

My Charger no longer works, can I have an advance replacement? Sure-I need to place an auth on a credit card to ship it. OK- Here is my amex card.

Do you mind overnight it as the retailer I purchased this from won't work with me.

[Anonymous]

So my question is- as consumers we should put up w/ this? Wasn't your little one upset? My point is- if we allow this, then this is what we get. If we consumers as a group would start saying NO I will boycott your store cuz you dont help me- if enough people would do it we might see a difference.

Oh well- it's kind of the same thing w/ buying gas. If enough people would just not buy gas FOR ONE DAY- the gov. would notice.

Oh well. Still never going to Worst Buy again.

[Anonymous]

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Timothy wrote:
I have been out of retail for 10 years (THANK GOD)

1 phone call to the manufacture-

My Charger no longer works, can I have an advance replacement? Sure-I need to place an auth on a credit card to ship it. OK- Here is my amex card.

Do you mind overnight it as the retailer I purchased this from won't work with me.

---

I already bought another one but thanks for suggestion.

[Anonymous]

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George2037 wrote:

My apology for the long post:

First GE figured out if a homeowner had thier products in the home and were satisfied with it, 10-20 years down the road when it came to replace it chances are they would go back to them for it plus GE has a product list that almost matches GOD   .  Basicly GE took the one time hit on the profit for a chance to show homeowners what they had to offer, OH their CS was awesome..I would get a call about a scratch on the finish, or a leak, if I found it was the product GE would overnight the part, or just replace the whole unit. 

 I remember in my early Contracting days when Home Depot was a new concept I could just pull up to the loading dock tell them what I needed, paid for it and it was loaded on my truck.  Now, IF I go to HD I have to park get a cart, go load all my own supplies and if I get a cashier pay (most time it's a self service pay) then load my truck.  It ticks me off cause before my local supply house went out of business they would deliver for free, never had to leave the jobsite.....make a phone call, 20mins later theres a loaded truck pulling up.  Now I use 84 Lumber, their salesmen work off commision and will do anything to keep me coming back. 

---

I totally agree w/ everything you say. Now it is a blessing if you can find a cashier in some places. If you walk into certain stores you will never find a person right there waiting to help you- you have to basically holler "help" and three people will come along and tell you it's not their dept before someone finally comes to help you.

Best Buy sucks. Period. Read on the message board bestbuysux.org- that a customer decided not to pay to take home delivery cuz it would be a week before they could get their flat screen- put it in their truck- it tipped- screen broke- they didn't even make it out of the parking lot and BB wouldn't help them. Granted- once they put it in their car it was their property and their responsibility -but WTH?

Has the retail world gone crazy?

Bottom line- if you treat me like crap after I spend that much money in a store in six mos- I will NEVER step foot in that store again. I totally mean it. I will order online and pay shipping just so I will not have to deal w/ them.

One of the reasons I am taking this so badly is because I did work retail- and I just believe there is a right and wrong way to do things- and Worst Buy doesn't give a crap about it's customers.

Never again!!!

[Anonymous]

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netpanther wrote:

So my question is- as consumers we should put up w/ this? Wasn't your little one upset? My point is- if we allow this, then this is what we get. If we consumers as a group would start saying NO I will boycott your store cuz you dont help me- if enough people would do it we might see a difference.

Oh well- it's kind of the same thing w/ buying gas. If enough people would just not buy gas FOR ONE DAY- the gov. would notice.

Oh well. Still never going to Worst Buy again.

---

Put up with what?  They provide the merchandise, the retur policies are quite clear though I thought day 31 was a little crappy. The stores arent making this stuff.  The manufacturers are.

If its not quality, the manufacturer should be held accountable.  I returned the PS2 and they promptly replaced it.  Most things have warranties beyond what they store offers.

[Anonymous]

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Best Buy sucks. Period. Read on the message board bestbuysux.org- that a customer decided not to pay to take home delivery cuz it would be a week before they could get their flat screen- put it in their truck- it tipped- screen broke- they didn't even make it out of the parking lot and BB wouldn't help them. Granted- once they put it in their car it was their property and their responsibility -but WTH?

Has the retail world gone crazy?

---

Ok, now I know retailers are not perfect. But it's completely ridiculous complaints like these that don't sit well with me.

First off, why does it matter if they didn't out of the parking lot or if it was 3 weeks later? The bottom line is this was the customer's choice and because of that the TV was damaged. Should Best Buy eat that loss? If you bought a car from the dealer and decided to speed drunk that night, should they replace it when you crash it?

You people act like Best Buy did something like mark up your TV $500 and then stole your CC number to make unathorized charges in another country while making racial comments to you.

I would like for you guys to answer me this. What retailer takes back electronics after their return policy has ended? Hell, some places won't take it back if it's been opened PERIOD, even if defective.

[Anonymous]

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netpanther wrote:

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George2037 wrote:

My apology for the long post:

First GE figured out if a homeowner had thier products in the home and were satisfied with it, 10-20 years down the road when it came to replace it chances are they would go back to them for it plus GE has a product list that almost matches GOD   .  Basicly GE took the one time hit on the profit for a chance to show homeowners what they had to offer, OH their CS was awesome..I would get a call about a scratch on the finish, or a leak, if I found it was the product GE would overnight the part, or just replace the whole unit. 

 I remember in my early Contracting days when Home Depot was a new concept I could just pull up to the loading dock tell them what I needed, paid for it and it was loaded on my truck.  Now, IF I go to HD I have to park get a cart, go load all my own supplies and if I get a cashier pay (most time it's a self service pay) then load my truck.  It ticks me off cause before my local supply house went out of business they would deliver for free, never had to leave the jobsite.....make a phone call, 20mins later theres a loaded truck pulling up.  Now I use 84 Lumber, their salesmen work off commision and will do anything to keep me coming back. 

---

I totally agree w/ everything you say. Now it is a blessing if you can find a cashier in some places. If you walk into certain stores you will never find a person right there waiting to help you- you have to basically holler "help" and three people will come along and tell you it's not their dept before someone finally comes to help you.

Best Buy sucks. Period. Read on the message board bestbuysux.org- that a customer decided not to pay to take home delivery cuz it would be a week before they could get their flat screen- put it in their truck- it tipped- screen broke- they didn't even make it out of the parking lot and BB wouldn't help them. Granted- once they put it in their car it was their property and their responsibility -but WTH?

Has the retail world gone crazy?

Bottom line- if you treat me like crap after I spend that much money in a store in six mos- I will NEVER step foot in that store again. I totally mean it. I will order online and pay shipping just so I will not have to deal w/ them.

One of the reasons I am taking this so badly is because I did work retail- and I just believe there is a right and wrong way to do things- and Worst Buy doesn't give a crap about it's customers.

Never again!!!

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Thats why they offer in home delivery and setup. We're not talking about a spilled soda here.  There's an old saying 'You break it, you bought it.'  I bought a 52 in wide screen.  No way was I going to trust that investment to the neighbors so I paid the extra 60.00 for in home delivery and set up.  I live on a HUGE hill and had that baby gone tumbling down that hill or my front walk BEFORE being installed, that was on them.  Not too big an investment to make if you ask me especially seing the cost of the product.

I took a comp in for repair at BB.  Brand new, bad motherboard.  Took forever for them to repair and when I went in to pick it up, someone had busted the whole faceplate off of it.  Of course they offered to allow me to take it home, but I READ what I sign.  Told them I will take it home when you fix it.  Turns out within 7 days they couldn't find the replacement part andf I got a newer, much more powerful comp instead. That's saying a lot seeing the power of the one they broke.

As they say 'I aint mad at 'em'

Message Edited by Brammy on 09-22-2007 10:44 PM