Comments on: Fighting for Every Customer

By: Do Women Still Trust Social Media? « Bebranded's Blog

Do Women Still Trust Social Media? « Bebranded's Blog — Wed, 17 Feb 2010 19:16:22 +0000

[...] Think Barry Judge, the CMO for Best Buy. He’s not ”Best Buy” he’s “Best Buy CMO Barry Judge“ Women now have a human to interact [...]

By: Daryl Smolens

Daryl Smolens — Thu, 23 Jul 2009 14:58:11 +0000

I wish I could write something to support your committment to customer satisfaction. I had never bought at Best Buy. I was interested in A GPS and decided to give BB a try. The salesperson, Claudia, (Lexington Ave and 86th Street, NYC) was very knowlegable and helped me choose a Garmin GPS unit. I specifically asked her the store’s return policy. She explained, 30 days with receipt. I then said “Is there ANYTHING else I need to know if I return this item?” Claudia said “Absolutely not.”
Okay I thought, I’m going to give Best Buy a shot and puchase the unit rather than go online.
After using the Garmin we decided we wanted a different model. Upon returning the item to the same store, Barbara at the return desk. told me there was a 15% restocking fee. I was never told that. She pointed to the back of the receipt where yes, it is clearly stated. I then explained my talk with Claudia at time of purchase.. Barbara didn’t care.
George, the manager was called. After going through the same thing with him he said “Sorry”. I asked to speak to someone else. He gave me the 888bestbuy customer service number.
I then spoke of exactly what you say in your blog about other companies folding, Circuit City, etc, and that companies like Amazon and LLBean would acknowlege my explanation and credit me the15% restocking fee or have no restocking fee at all!
Barbara, the first person I spoke to at returns then told me I had a lot of nerve saying that because people could lose their jobs if I complained and shopped elsewhere and I have no right to be unhappy.
I then called customer service on the phone and spoke to Lindsay. She could not help me. I spoke to HER manager Augie who said if I was so concerned with your store’s return policy I should have read the back of the receipt.
Mr. Judge- why would I ever go into best Buy again?

By: Ruben Ybarra

Ruben Ybarra — Thu, 09 Jul 2009 21:16:33 +0000

I just received the “worst” customer service at your Round Rock, Texas location. I know I’m just one guy, but I will never do business with your store again and I will tell everyone I know your service stinks. Everyone at the customer service desk had a “it’s your problem attitude” There was a General Manager who I spoke with that walked away without making sure that my problem was resolved.

By: Paula

Paula — Tue, 07 Jul 2009 17:59:50 +0000

well my experience with Best Buy after years and years of buying every product we OWN from there is so OVER. I will never buy another product from there after this experience
We had cable installed the begining of April. About a month later our picture
was going out. I called best buy and they told me that it sounded like a cable
problem. I had the cable company out three times in the month of May to no
avail. Finally I was told that it MUST be the television. So you know–I made
an appt for tech to come out. He did with NO parts even though I was told on
the phone they could diagnose the problem just from what I said and more then
likely bring the parts. So I waited for Another week or so and he comes
yesterday. Installs the parts and guess what? NO picture shortly after he
left. I left a message for him and he then ordered ANOTHER part! I call today
to make an appt in HOPES that it would be fixed this weekend as we are on
vacation starting Friday. No such luck. Appt cannot be until JULY 10th!–Ok
now we are talking 2.5 months of problems with the main TV in our living area.
I am sorry, but I do not find that acceptable. My husband and I have bought ALL
our products from Best Buy for YEARS! I buy the extended warranty in the hope
this would remedy any major problems. I have taken countless hours off work ect
just to get the damn thing fixed!!!
I am very close to dropping it off at the store in front of their doors. I even
asked if we could at least get a loaner and I was told no. That after July 10th
if the tv still was not fixed then–we MAY be able to get a replacement.
I realize the economy is booming and businesses have no fear of losing
customers–but come on. This has been one of the most frustrating dealings I
have had with a business in a very long time. I do not want to mess around any
longer waiting for parts to see IF that works. I would really like a
confirmation number for a replacement television of some kind for my livingroom.
I would pick it up over the weekend and at least have TV for the livingroom and
know that Best Buy does stand behind their customers.
Ofcourse I received a nice response but still NO TV

By: Regis Frey

Regis Frey — Sun, 28 Jun 2009 01:53:57 +0000

This advertisement is not bad. I shop at Best Buy already and that ad was cute. However I’ve visited several sites in the past few days on which that f***ing video autoplays over top of whatever song or tv show I’m currently watching or listening to and generally associating BestBuy with shitting on (read: ruining) my media. Seems like a bad association for a company that sells media equipment. Please talk to your ad agency and get them to require user interaction (a click not a “hover” as so many ads like to pretend is user interaction) to begin the film with sound.

By: Summers

Summers — Mon, 22 Jun 2009 11:30:39 +0000

I love the “True Stories” series that we are running. I think this latest one is fabulous – it will put our people to the test and ensure we are living the brand promises. I too have a Wal-Mart true story. I was helping a customer and he had a friend with him who was talking about what a great deal that he was getting from us. I kept including him into the conversation and came to find out that he had recently purchased an HDTV – 1080p LCD at Wal-Mart with a 2 year “warranty” for less than $1000. I asked him why he did not get it from BBY, and he stated that he got a great deal. I took him back and showed him the 42″ Dynex 1080p LCD and explained the details of our GSBTP that he could get for 4 years and still be well under $1000. I asked him how long ago he had purchased his TV and he said about 2 weeks ago. He got on the phone with his wife while in the store and told her to box up the one they had purchased from Wal-Mart and ended up buying the Dynex!!! It is as simple as showing people respect and building a relationship with them.

By: Michelle

Michelle — Sun, 21 Jun 2009 19:34:34 +0000

I like this one because I feel it relates to me well as a Best Buy Employee. I also had a similar experience involving a customer with the same competitor (Wal-Mart) but with a different product. He was looking for a laptop and saw one there for a good price. He called and wanted to know if we could beat it. We could, but after much discussion over features he realized he wouldn’t like it. I’m only guessing that no one at that location took the time to explain it too him, and I’m not surprised. He ended up getting a much better one for a little more money. When he came in to get it he thanked me for going over the details with him. He was very pleased with his new laptop.

Thank you for producing this because it’s good for people to understand that we do care about customers no matter where they are.

By: Lynne Margolis

Lynne Margolis — Sat, 20 Jun 2009 05:20:29 +0000

This is a wonderful story. I wish my recent attempt to buy a TV at best buy had turned out as well. I had decided on a Sony you offered at a great price and the sales rep reinforced my decision. But they didn’t have it at the store, and he got another one to hold it for me at that price. I got to that store, decided it was a bit small and was talked into another TV, a plasma, by the person there who, for some reason, was unable to place my order at the time. I had a 10 percent off coupon and a $50 gift card riding on it. He assured me he would call, but days went by, and he never did. I tried to reach him (I couldn’t remember his name but knew he was a home theater specialist) and got passed around, then the phone rang repeatedly and no one ever picked up. I tried again. eventually, it just went dead. Quit ringing. I tried the next day. Still no luck. At this point, the gift card offer and coupon have expired. I’ve decided I want an LCD after all, and found one you carry at a better price (online, but from a brick and mortar store). But I’m a longtime Best Buy loyalist and wanted the no-interest deal, the Reward Zone points, the gift card, etc. I’m upset, though. He could have at least called and said he couldn’t get it. I have since located his name, but I’m not feeling much inclined to deal with him. I’m also having problems with Reward Zone, which keeps telling me to revise my info b/c my e-mail address is unusable. This, of course, is not true. I just received the e-mail with your “true stories” video link. But my box got filled once and it bounced, and I’ve tried to reset my info online repeatedly, to no avail. I also got told I’ve been elevated to Silver Reward Zone status; one notice said till 1011; another said till 2010. So … which is it?

I’ve sent tons of other customers to Best Buy, including one who just dropped $8,000 on a few TVs and the gear to go with them. Normally, it’s a great experience. And the guys at the first store went out of their way (though there was some confusion about how long a specific deal would be good. I’ve noticed there’s a tendency for “This week only” to not exactly be true). The second one seemed to be on his way to doing so, too. I’m not sure what happened, or why my follow-up attempts were so frustrating. But it’s the sort of thing that will send customers away if you don’t address it.

By: John-Paul K.

John-Paul K. — Sat, 20 Jun 2009 00:03:27 +0000

Barry, your “True Stories” ad series is spectacular! Any retailer who wants to do well has to realize that this generation puts a premium on relationships and service. Leveraging your people as your biggest brand asset is a great move! If BestBuy continues to focus on improving the quality of their employees through strong recruitment and high-quality, responsive employee development programs, very few retailers will be able to touch you!

Great work!

By: Know the people « Carphone Warehouse Help blog

Know the people « Carphone Warehouse Help blog — Tue, 16 Jun 2009 12:55:03 +0000

[...] a comment » I read a great post by Barry Judge (CMO, Best Buy) on his blog this morning. It’s a simple idea: get your employees to talk about and share a great customer [...]