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The author believes, and makes excellent points, that it's customer service---or lack there of--that's killing Best Buy. He talks about being pestered by salesman trying to sell online services instead of helping find the products they were looking for. He also quotes, "An article in the Minneapolis Star Tribune, the company’s hometown newspaper, reported a few days before Christmas that the company had only just informed some customers that online orders, some placed the day after Thanksgiving, couldn’t be filled and were being cancelled. The out of stock items included the most popular items, including TVs and iPads, “as well as other tablets, cameras, laptops, PS3 games and the Nintendo Wii.” He talks how Amazon goes out of their way to anticipate customer issues and goes above and beyond to make the sale right. I, myself, have seen this. I bought a blu-ray, BBC's "The Blue Planet." It was the worst copy of a hi-def source I had ever seen. It looked worst than an old VHS tape. Amazon took it back, and I got a full refund. No way in hell Best Buy would take back an opened DVD/BD.
Excellent read on big box stores vs online, market share vs. a customer service approach to business. A must read for any business or marketing major.
BTW, I don't why the link shows a chick, but the article was written by Larry Downes.
Consumer electronics retailer Best Buy is doing everything wrong.
This post was edited by Loose Stools 2 years ago
they wouldnt honor the extended warranty on my computer because they couldnt "find" it in there system and I couldnt produce the reciept.
After I paid to fix it by buying new cd's from hp (which hp later got a class action against because they didnt include them) I found the reciept and I was totally covered.
F Best Buy
But when i need somebody to try to convince me why i need $125 hdmi cable, theyre the best shop in town.
lol Ain't that the f**king truth!!! + zillys to you, sir.
The biggest turnoff has always been that you can't walk more than 20 feet in Best Buy without being accosted by a salesperson.
My dad's ex was a district manager for bby, they used to have a policy that they couldnt talk to you until you had been in the store for ten minutes... Let you get your bearings and zero in on what youre looking for. Obviously they abndoned that for a higher pressure sales tactic... Not like abc warehouse hih pressure... But "helpful to a fault"
My biggest gripe with bby lately has been the check out process, takes forever and is not in anyway enjoyable. I compare it to an apple store where i am genuinely excited to hand over my money, at bby i walk out pissed off even if i am buying myself a new toy.
I worked at Best Buy for a few years in high school and college, and I agree I always hated how they would try and force us to greet people the second they walk into our "zone" as it was called. Shit, let people look for a damn second and get an idea, if they want to ask me for something go right ahead.
Sometimes common sense just gets thrown out the window there. I know I personally don't like it at all when salesmen are too aggressive.
I use them for price comparisons & customer product reviews for the most part, and generally don't buy from them. When I do, it's only because their price is substantially lower. Having done my homework in advance, I go in, get what I need and always get out within 10 minutes.
I read the news today, oh boy .. ..
About a lucky man who made the grade
First off, this article is nearly a month old and was posted before.
Secondly, after reading the article I get the distinct impression the author had something to gain by constantly pimping Amazon.com. There are quite a few other great online retailers (newegg, tigerdirect) so I felt it kind of odd the only three companies consistently mentioned were Best Buy, Amazon, and now defunct Circuit City. True, most of the points made in the article were valid, but as someone who's trained to look for bias in literature this article laid an egg.
I guess it's been a while since I've been in a Best Buy, because I've never received prompt service. My husband always found it amusing when I would stand in the middle of the appliance department and yell, "Who do I have to sleep with to get some help around here!?"
When I hear the words geek squad my first thought is I want to punch them.
If people would do their research before going into the store they would be better equipped at dealing with salesman.
I agree she sounded like she was pimping Amazon.com but I think that is an example that all can understand/relate. Newegg, tigerdirect, monoprice.com dont have the name brand that Amazon has.
Best Buy is far from perfect but for most consumers they are the go to place for electronics. In my recent experience their customer service has improved. I doubt they are going away any time soon.
CNBC had a recent show about them and it appeared that they are relying more and more on their Geek Squad for their profitablity. The same show interviewed the fromer CEO of Circuit City who said the only reason Best Buy has hung in aslong as they did was their rapid expansion and now they are bailing from a decent number of locations.
Amazon/Newegg/Fry's is killing them and with flat screens being easier to ship it is speeding the process.
Really? I'd be happy to read the thread if you could post a link. And as to your second paragraph, the points are valid, but the article isn't. Intriguing.
I have never had this problem. More than once I have just left and bought something elsewhere because I can't get anyone to assist me.
I always liked Circuit City better, even if they were a little more expensive.
They screwed me out of a rebate. Good job over educated corporate marketing genius. Steal $150 and lose a customer for life.
I still shop at Best Buy but I refuse to buy their stupid 4 year warranty service plans. There's so much competition in the electronics market that the only way they can make a profit is buy selling those stupid service plans. They're like an insurance company now, where they gamble that the thing won't break in the next few years and want you to gamble that it will.
Best Buy will go the way of their predecessors. Don't see too many dedicated TV, stereo, car stereo or even appliance stores around. Best Buy is trying to compete with Sears, Lowes, Home Depot and Menards in appliances.
Fuck the Geek Squad. Period. Have a virus on your computer because the anti-virus software they included said the file you downloaded was safe? $130.
I transferred a couple of songs over from my home computer which worked fine, no virus. When I plugged in the flash-drive, the anti-virus program they included with my computer said "This content is safe". Well, turns out it wasn't safe. Argued with them for a good hour, talked with various managers, and no dice. Only paid them because I left for school in 2 days and needed the quick fix.
I recently purchased a refrigerator from BB, I know, apologies, stupid decision. It was literally the worst transaction I've had in my life. And I shouldn't say "was" because even though it was purchased 2 months I still don't have it!!! They've clearly cut costs so far to try to compete on price that they've lost any semblance of good customer service.
1) Wouldn't honor my 3-year warranty on my laptop a few years ago. Had a busted screen, it was completely covered in the contract/terms of the warranty paperwork. They tell me I have to pay for it and I literally said "Fuck no, please look in your paperwork. I will bring mine. I'm getting it fixed for free." I show up to the store and they go "Well we are going to give you a brand new laptop and void your warranty entirely." I ask for a refund of the time of the warranty I couldn't get back and they said no flat out.
2) Screwed me out of a Touchpad during the HP firesale last summer. Preordered it online, I got all the confirmation emails, including the one that said "Your product is ready for pickup in the morning!" I go to get it, they don't have it. Don't believe me, I show them all my emails and they go "Well I can't give you one, you'll have to wait and see if another one shows up, etc." And even the associate who told me I was good to go called me a LIAR in the store. I got his name and a corportate number for it, they did nothing.
Ever since then, I haven't bought a product from Best Buy. Fucking hate them.
tRCMB - Where MSU fans eat their own.
Agree, bought electronics there two weeks ago and walked out pissed as hell about the whole process. Never going into one of their stores again.
Nίκη για MSU
No kidding. I bought a plasma TV there, knew it would fit in my car (measured it out before hand, got the appropriate padding) and they said "Yeah, no problem, we can do that"
I pull up and they refuse to put it in there, which I understood. But I asked about delivery, which was free during some sale they were running, and the lady said that the next time they were in my area (about 20 miles away) was gonna be THREE WEEKS LATER. And I saw their delivery schedule, there were multiple opening dates on the next few days after I purchased it. So I came back later, got it, and set it up myself.
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