Comments on: Poor Customer Service At Best Buy: The True Story Of Sour Face Jim & Handshake John http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/ Fri, 21 Nov 2008 22:04:33 +0000 http://wordpress.org/?v=2.3 By: Felix Morales http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-243242 Felix Morales Sat, 11 Oct 2008 01:07:47 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-243242 I do not recommend ever shopping at best buy becuase if you need to return something you are out of luck. I recently attempted to exchange a 149.99 mac office program that my college daugter purchased. I found the same elsewhere for $50.00 less. We decided to return to best buy in the hussle and bustle of moving to college it turned out that my daughter thought we returned it and I thought she did until we (my wife) found it in a cabinet. We knew we could not get our money back because it was 5 days over the 30 but we thought we would exchange for a TV. NO WAY JOSE!! THE RUDE SUPERVISIOR ( THE GENERAL MANAGER WAS NOT AVAILABLE. SHE WAS QUEEN OF RETURNS FOR THE DAY SAID THAT THE REGISTER SYSTEM COULD NOT ACCEPT ANY RETURNS OVER 30 DAYS. SHE SAID IT SIMPLY WOULD NOT WORK. (YEA RIGHT) TELL THAT TO SOMEONE WHO HAS NOT HAD AN EXECTIVE POSITION IN RETAIL FOR THE LAST 20 YEARS. SHE WOULD NOT GIVE THE DM OFFICE PHONE NUMBER. OR THE CEO NAME OR ADDRESS. NO ALL THEY COULD GIVE IS THE CUSTOMER SERVICE #. I CALLED CS JUST A LITTLE WHILE AGO AND GUESS WHAT---NO DICE. THE CS REP CALLED THE STORE AND TOLD THEM MY SAD STORY BUT NO WAY NO RETURN. I COULD NOT HAVE BEEN MORE PLEASANT AND PROFESSIONAL DURING THE CONVERSION I MADE NO THREATS OF NEVER SHOPPING AT BEST BUY AGAIN PRIOR TO THE REP CALLING THE STORE. WHEN THE REP EXPLAINED THAT HE WOULD SUPPORT THE SM. I DID SAY THAT I UNDERSTOOD THAT HE WAS DOING HIS JOB AND HE IS NICE ENOUGH HOWEVER HE NEEDED TO KNOW THAT I WILL NEVER EVER STEP FOOT IN A BEST BUY AGAIN. I TOLD HIM THAT I HAD MADE PURCHASES OF A LAP TOP AND I POD MUSIC DVD ETC. BUT I CAN TAKE MY BUSINESS ELSEWHERE AND I WILL. SO WHO IS THE REAL LOSER HERR? I COULD NOT HELP MYSELF I CALLED THE STORE. AGAIN THE GENERAL MANAGER WAS UNAVAILABLE. I GUESS HE THINKS HE IS THE PRESIDENT OF THE USA OR SOMETHING. I SPOKE WITH THE MANAGER ON DUTY ( I GUESS) AND HE SAID THAT HE WAS THE ONE WHO SPOKE WITH CS AND REFUSED THE RETURN BECAUSE HE HAS TO BE CONSISTENT WITH ALL CUSTOMERS. I SAID NOT YOU DON'T. I AGAIN EXPLAINED THE SITUATION AND TOLD HIM THAT I AM IN RETAIL ETC ETC. NO DICE. I TOLD HIM THAT I WILL NEVER SHOP BEST BUY AGAIN AND HE DIDN'T FEEL EITHER WAY ABOUT THAT FACT. I AM SURE HE JUST WANTED ME OFF THE PHONE. I AM MAD AT BEST BUY--- YOU BETCHA---PS THE CS PERSON DID OFFER A $50 GIFT CERTIFCATE. I THINK I WILL GIVE IT TO SOMEONE WHO IS JUST WALKING INTO THE STORE FOR AN EARLY HOLIDAY PRESENT. I do not recommend ever shopping at best buy becuase if you need to return something you are out of luck. I recently attempted to exchange a 149.99 mac office program that my college daugter purchased. I found the same elsewhere for $50.00 less. We decided to return to best buy in the hussle and bustle of moving to college it turned out that my daughter thought we returned it and I thought she did until we (my wife) found it in a cabinet. We knew we could not get our money back because it was 5 days over the 30 but we thought we would exchange for a TV. NO WAY JOSE!! THE RUDE SUPERVISIOR ( THE GENERAL MANAGER WAS NOT AVAILABLE. SHE WAS QUEEN OF RETURNS FOR THE DAY SAID THAT THE REGISTER SYSTEM COULD NOT ACCEPT ANY RETURNS OVER 30 DAYS. SHE SAID IT SIMPLY WOULD NOT WORK. (YEA RIGHT) TELL THAT TO SOMEONE WHO HAS NOT HAD AN EXECTIVE POSITION IN RETAIL FOR THE LAST 20 YEARS. SHE WOULD NOT GIVE THE DM OFFICE PHONE NUMBER. OR THE CEO NAME OR ADDRESS. NO ALL THEY COULD GIVE IS THE CUSTOMER SERVICE #. I CALLED CS JUST A LITTLE WHILE AGO AND GUESS WHAT—NO DICE. THE CS REP CALLED THE STORE AND TOLD THEM MY SAD STORY BUT NO WAY NO RETURN.
I COULD NOT HAVE BEEN MORE PLEASANT AND PROFESSIONAL DURING THE CONVERSION I MADE NO THREATS OF NEVER SHOPPING AT BEST BUY AGAIN PRIOR TO THE REP CALLING THE STORE. WHEN THE REP EXPLAINED THAT HE WOULD SUPPORT THE SM. I DID SAY THAT I UNDERSTOOD THAT HE WAS DOING HIS JOB AND HE IS NICE ENOUGH HOWEVER HE NEEDED TO KNOW THAT I WILL NEVER EVER STEP FOOT IN A BEST BUY AGAIN. I TOLD HIM THAT I HAD MADE PURCHASES OF A LAP TOP AND I POD MUSIC DVD ETC. BUT I CAN TAKE MY BUSINESS ELSEWHERE AND I WILL. SO WHO IS THE REAL LOSER HERR? I COULD NOT HELP MYSELF I CALLED THE STORE. AGAIN THE GENERAL MANAGER WAS UNAVAILABLE. I GUESS HE THINKS HE IS THE PRESIDENT OF THE USA OR SOMETHING. I SPOKE WITH THE MANAGER ON DUTY ( I GUESS) AND HE SAID THAT HE WAS THE ONE WHO SPOKE WITH CS AND REFUSED THE RETURN BECAUSE HE HAS TO BE CONSISTENT WITH ALL CUSTOMERS. I SAID NOT YOU DON’T.
I AGAIN EXPLAINED THE SITUATION AND TOLD HIM THAT I AM IN RETAIL ETC ETC. NO DICE. I TOLD HIM THAT I WILL NEVER SHOP BEST BUY AGAIN AND HE DIDN’T FEEL EITHER WAY ABOUT THAT FACT. I AM SURE HE JUST WANTED ME OFF THE PHONE.
I AM MAD AT BEST BUY— YOU BETCHA—PS THE CS PERSON DID OFFER A $50 GIFT CERTIFCATE. I THINK I WILL GIVE IT TO SOMEONE WHO IS JUST WALKING INTO THE STORE FOR AN EARLY HOLIDAY PRESENT.

]]> By: Joseph Ferrara http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-237844 Joseph Ferrara Sat, 06 Sep 2008 22:38:58 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-237844 Jay I would probably love your father because he apparently shares the same values I feel are important-- honesty and trust to keep your word. To old timers like me and your dad, a handshake was a symbol of trust. Evidently, that is no longer the case. Too bad. The main reason I would not buy a computer from Amazon is mainly because I could not take it back to a physical store. In fact, when I did buy the laptop from Circuit City, it had a few bad pixels. I took it back the next day and they gave me another one-- no problem. Easy. If this would have happened with Amazon, I would have had to box it and mail it and wait. Thanks for taking the time to give your opinion. Jay

I would probably love your father because he apparently shares the same values I feel are important– honesty and trust to keep your word. To old timers like me and your dad, a handshake was a symbol of trust. Evidently, that is no longer the case. Too bad.

The main reason I would not buy a computer from Amazon is mainly because I could not take it back to a physical store. In fact, when I did buy the laptop from Circuit City, it had a few bad pixels. I took it back the next day and they gave me another one– no problem. Easy. If this would have happened with Amazon, I would have had to box it and mail it and wait.

Thanks for taking the time to give your opinion.

]]> By: Joseph Ferrara http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-237555 Joseph Ferrara Thu, 04 Sep 2008 13:51:54 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-237555 dudetou Yeah, that's my wife's point of view too and I agree with you that money-wise, it's only $40 bucks to me. BUT it is also only $40 bucks to Handshake John & BB. And that 40 bucks cost BB a pissed customer. (heck, even the queen of england might be pissed :) who told all his friends how "you can't trust BB to keep their word". That's really the point of the story-- badwill travels faster than goodwill and Handshake John bought BB some badwill for $40. As a business, I don't think that's a good thing-- of course, you have your right to disagree. And yeah, it's 40 bucks in my case, but what about if it happens to someone else and it's over more money-- does the fact it's only 40 bucks make it OK to renege on your word and handshake-- maybe it does. Thanks dudetou for commenting. dudetou

Yeah, that’s my wife’s point of view too and I agree with you that money-wise, it’s only $40 bucks to me. BUT it is also only $40 bucks to Handshake John & BB. And that 40 bucks cost BB a pissed customer. (heck, even the queen of england might be pissed :) who told all his friends how “you can’t trust BB to keep their word”. That’s really the point of the story– badwill travels faster than goodwill and Handshake John bought BB some badwill for $40. As a business, I don’t think that’s a good thing– of course, you have your right to disagree.

And yeah, it’s 40 bucks in my case, but what about if it happens to someone else and it’s over more money– does the fact it’s only 40 bucks make it OK to renege on your word and handshake– maybe it does.

Thanks dudetou for commenting.

]]> By: dudetou http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-237428 dudetou Wed, 03 Sep 2008 18:04:44 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-237428 selsius, you're bickering over $40. so the manager changes his mind after a "handshake". get over it! this isn't the camp david peace accord. you aren't that important! and you're not worth the time you're sucking up by hounding every BB employee just to get $40 dollars. hellooooo..., just because you're a shopaholic at BB doesn't make you the queen of england. there are millions of other customers for these BB employees to serve. You ain't that important. now go back to your dead end job and return back to the reality of your pedestrian existence. selsius,
you’re bickering over $40. so the manager changes his mind after a “handshake”. get over it! this isn’t the camp david peace accord. you aren’t that important! and you’re not worth the time you’re sucking up by hounding every BB employee just to get $40 dollars.

hellooooo…, just because you’re a shopaholic at BB doesn’t make you the queen of england. there are millions of other customers for these BB employees to serve. You ain’t that important. now go back to your dead end job and return back to the reality of your pedestrian existence.

]]> By: Joseph Ferrara http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-235094 Joseph Ferrara Thu, 14 Aug 2008 13:00:10 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-235094 Hi Drew Yes, I understand. Had John told me that when I asked, there would be no story. But Handshake John did match the price. Then he reneged. Hi Drew

Yes, I understand. Had John told me that when I asked, there would be no story. But Handshake John did match the price. Then he reneged.

]]> By: Drew http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-235068 Drew Thu, 14 Aug 2008 05:43:43 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-235068 That is best buy policy. We cannot match a price that is not a local retailer. Sorry Bud. Im not trying to be mean about it. Thats just the bottom line. That is best buy policy. We cannot match a price that is not a local retailer. Sorry Bud. Im not trying to be mean about it. Thats just the bottom line.

]]> By: Gail http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-226493 Gail Tue, 17 Jun 2008 03:48:52 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-226493 I, for one, am not going to quit asking if a merchant can do a price match just because some person at this site stated that a customer is "whiny" for doing so. (And, yes, I have worked in retail before, so I know about that side of it. I think that a customer who at least asks if a discount is possible is savvy. And, no, I don't mandate that the customer be rude, but the customer is within his/her rights to ask --- geez! Asking is not being rude)! I am not the whiny type NOR am I stupid. I like to keep as much of my money as I can in my own pocket. I don't just freely give it away. It is much too hard to earn to just throw away. I am willing to pay a fair price for a purchase, but why should one pay more than is necessary? My motto is the following: If you don't ask, you don't get. *** Sometimes, when you ask, you still don't get, but it is worth a try! I, for one, am not going to quit asking if a merchant can do a price match just because some person at this site stated that a customer is “whiny” for doing so. (And, yes, I have worked in retail before, so I know about that side of it. I think that a customer who at least asks if a discount is possible is savvy. And, no, I don’t mandate that the customer be rude, but the customer is within his/her rights to ask — geez! Asking is not being rude)! I am not the whiny type NOR am I stupid. I like to keep as much of my money as I can in my own pocket. I don’t just freely give it away. It is much too hard to earn to just throw away. I am willing to pay a fair price for a purchase, but why should one pay more than is necessary? My motto is the following: If you don’t ask, you don’t get. *** Sometimes, when you ask, you still don’t get, but it is worth a try!

]]> By: Jay http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-219402 Jay Wed, 07 May 2008 09:08:07 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-219402 You remind me of my father, someone whom I absolutely LOATHED to shop with. If it was such a big hassle for you to wheel and deal with Best Buy, why argue and argue your point and just click your fat lazy hands over to amazon.com and purchase the laptop on their website? I worked at Best Buy for two years and although I hate the company with a passion, I have to side with them on this one. Best Buy definitely loses money on all computers it sells. Want to know how I know? because with my employee discount (which was 5% above cost), I was granted a discount on everything except pretty much computers, and video game systems. I do agree with your complaint about the service plans, etc. I seriously hated trying to offer those. You remind me of my father, someone whom I absolutely LOATHED to shop with.

If it was such a big hassle for you to wheel and deal with Best Buy, why argue and argue your point and just click your fat lazy hands over to amazon.com and purchase the laptop on their website?

I worked at Best Buy for two years and although I hate the company with a passion, I have to side with them on this one.

Best Buy definitely loses money on all computers it sells. Want to know how I know? because with my employee discount (which was 5% above cost), I was granted a discount on everything except pretty much computers, and video game systems.

I do agree with your complaint about the service plans, etc. I seriously hated trying to offer those.

]]> By: sellsius http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-140410 sellsius Thu, 08 Nov 2007 04:26:40 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-140410 You are right anonymous. I sacrifice the reward zone because of my disloyalty to the BB brand. The brand did not stand by me, so I do not stand by the brand. You are right anonymous. I sacrifice the reward zone because of my disloyalty to the BB brand. The brand did not stand by me, so I do not stand by the brand.

]]> By: anonymous http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-140280 anonymous Wed, 07 Nov 2007 19:24:25 +0000 http://blog.sellsiusrealestate.com/branding/poor-customer-service-at-best-buy-the-true-story-of-sour-face-jim-handshake-john/2006/06/26/#comment-140280 Why go to a competitor if they have the same price? They still dont have reward zone. If you instead bought everything from best buy, that was the same price, you would at least get a few dollars back. Yet if you are wealthy, unlike i, i suppose that doesnt matter. Why go to a competitor if they have the same price? They still dont have reward zone. If you instead bought everything from best buy, that was the same price, you would at least get a few dollars back. Yet if you are wealthy, unlike i, i suppose that doesnt matter.

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