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.
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