Corporate Co-operates – BEST BUY!

March 4, 2008 at 11:41 pm 24 comments

The following guest blog was in the works earlier today. It was sent , hours before publishing to BEST BUY CORPORATE OFFICES- within the hour a response was received , so BEST BUY CORPORATE gets “KUDOS AND THANKS FOR DOING THE RIGHT THING”

I’d like to apologize on behalf of Best Buy for any difficulties you may have experienced regarding this matter, but I appreciate the time you took to voice your concerns to allow the company an opportunity to properly address them. Indeed, Best Buy values this sort of contact as it provides the corporation with important feedback to make decisions regarding its future direction.

The rest of the response is found at the end of the article. However, Chris is not alone -I am sure in this HDDVD dilemna and therefore for the sake of others that maybe in the same situation the “Before and After of a Best Buy!”

Guest Blogger That Woman’s son- CHRIS RITCHEY

customer service NOT Graphics by Chris Ritchey

During the Christmas holiday, a time of giving, my parents decided to purchase a HDDVD player. My mother, who was “directed by the salesperson” at the Elyria branch as to which DVD player would be best, HAD NO IDEA there was a battle going on between BLU RAY and HDDVD and one of them wouldn’t last. My mother took the advice of the salesman and purchased the recommended HDDVD, six weeks later HDDVD lost the battle and the DVD war.

My parents , who aren’t wealthy, wanted to give me a great gift and put the extra money towards “cutting edge” entertaining, only they got ripped and what I have is pretty much a really expensive DVD player.

I went to “BEST BUY” to return the player after the announcement on CNN; all I wanted was in store credit to purchase a Blu Ray player.
They said

“No! Nothing we can do, it is 15 days past the return policy”

15 days past the return policy, THEY (in my opinion) knowingly sold equipment that was obsolete in a month and a half and are holding to a return policy. So I left, I was angry, but OK “policy“ right?

Two weeks later I went to Circuit City looking for a flat screen TV, I happened to be in the vicinity of Circuit City, I had no intention of boycotting BEST BUY- at that time. I was talking to the sales associate at Circuit City and he stated that CIRCUIT CITY

“because of what happened they were “TAKING BACK” the HDDVD players as far back as 6 MONTHS!!

Mine was only 15 days past “BEST BUY POLICY!!” and was purchased under THEIR recommendation! I then spent $2,500 at Circuit City and will be purchasing more equipment to add to my entertainment system in the coming months.

I went back to BEST BUY and talked with a manager of some sort and restated my complaint and that I just want a store credit to go toward the purchase of a BLU RAY. I said

“you are not really going to lose anything.”

He said

“What am I supposed to do with it? Would you buy it?” NO! “Then WHY would I want it?

I thought to myself what he is really saying is

“ tough luck – your problem not mine- you are the sucker that ended up with it – because your parents listened to our sales associates recommendation”

I told him that Circuit City was extending their returns on these items because they don’t want to screw their customers , who in good faith, purchased this item from them.

As the “manager” walked away he said

“ that is why their stock is 8 dollars and ours is 54 dollars”

(whether that is case I don’t know- but then can I trust a BEST BUY associate to get it right?)

If that is the case, it leads me to the conclusion that according to this manager Best Buy makes a bigger profit by screwing the consumer while Circuit City is apparently taking a hit by giving better customer service.

BEST BUY -YOU LOSE!!!! And will lose a “family of consumers “ I will purchase the rest of my home entertainment elsewhere.

BEST BUY TAKES RESPONSIBILITY

click on letter to enlarge

Entry filed under: Best Buy, Corporate responsibility, opinion.

IMPRESSIONS FROM PAULA- the bump in the road- Thank heavens for LOCAL lenders!!!

24 Comments Add your own

  • 1. Rona  |  March 5, 2008 at 12:39 am

    Years ago I got ticked off at Best Buy — just wasn’t happy with the way I was being treated there, and went to Circuit City for a number of big-ticket items — iPod and various speaker units, computer, digital camera. I was impressed all around with Circuit City. In Best Buy they acted like they were doing me a favor by selling me something. In Circuit City they treated me as though it was a privilege to have my business.

  • 2. Paula Tobias  |  March 5, 2008 at 1:46 am

    Thank You Chris and Loraine. Too many times people that don’t have the ability to connect with the parties are taken advantage of. Hopefully this will help others.

  • 3. denise caruloff  |  March 5, 2008 at 2:41 am

    i quit shopping best buys a while back….i was making a rather large purchase, but all that thumpin and blaring music was so distracting i told them if they did not turn it off i was out of there…cash in hand…they did turn it off and me too.
    I can do better else where.
    Gosh, I can remember a stereo place on Oberlin ave. years back….it ws a great place to do business,,,anyone remember the name of that store?
    All this freezing rain and given me “brain freeze”.

  • 4. muley  |  March 5, 2008 at 6:43 am

    ….keep in mind that about a year ago, Circuit City fred quite a few associates solely for the purpose of hiring “cheaper” labor. Their words can be found here: http://www.washingtonpost.com/wp-dyn/content/article/2007/03/28/AR2007032802185.html
    I shredded my card and sent an e-mail voicing my displeasure and haven’t been back.

  • 5. thatwoman  |  March 5, 2008 at 11:19 am

    Yes Muley , I agree one of my friends was caught up in that situation, talk about the “company store” and 16 tons…. It seems to me that with a shrinking consumer base in America ( along with the shrinking middle class…these corporations would realize that the “customer is key” and your employees are also your customers…….

  • 6. Henery  |  March 5, 2008 at 12:03 pm

    Wow. What little shopping I did at Bad Buy has been reduced even further. Under no circumstances should an employee, let alone MANAGEMENT, say anything of that nature to a customer. That attitude is indicative of poorly trained and uncaring staff.

    They really goofed that up.

    They should have also offered to reimburse you for shipping, Chris, since you tried to return it to the store.

  • 7. CissyMathis  |  March 5, 2008 at 3:18 pm

    Best buy is into warranties. I bought 3 Epson Photo R220 printers a few yrs ago. One printer went to the shop numerous times. What stores with warranties do is They fix the problem instead of replacing the defective machine.

    These printers have a built in chip that after so many uses it gives a warning that your printer is bad. Epson wants you to purchase a new printer. Pfftt

    A computer specialist I know in Missouri told me to take the ink pad out and clean it. He also sent me a program to reset the counter.

    ripoff.com lists many companies that rip off customers. Before shopping you might visit that site before proceding.

    Also anytime you have a problem with a company-go to the district manager of that company and work your way up to the regional manager. Take a tape recorder with you…
    Believe you get results.

  • 8. Bill Sturgill  |  March 5, 2008 at 4:25 pm

    Best Buy still came up with the wrong answer. I bought a 32″ Akai tv from wholesale club last summer, lasted 4 months. I sent it to California to be repaired at my expense ($158.). The company said I would get my original tv back repaired or a new one. Three months later I recieved an exchange TV.
    I contacted wholesale club, they said to bring it back. They returned all my money, and said they would deal with the company. Never again would knowingly buy an Akai product. they most important service is customer service.

  • 9. thatwoman  |  March 5, 2008 at 4:43 pm

    I agree Bill although Best Buy has answered Chris’ complaint it was based on how he was treated by the store manager rather than the problem he initially had about the HDDVD .which is why I decided that the information of the before and after be “published” as there are a number of people who now are stuck with just very expensive DVD players….

    and wouldn’t it be great if all our “service providing” entitites treated us as customers , from the schools, to the city to the DR.s everyone ….basically no matter if itis electronics or elected are essentially providing a “service for pay” whether out of pocket or out of taxes and a great customer service would go a long way in curing the ills 🙂

  • 10. Kaye Coller  |  March 5, 2008 at 5:47 pm

    We bought a computer system at Best Buy – a Medion. We’d never heard of it, but it was a good price and we were told that was going to be the store brand. Before the (so-called) warrenty ran out we had some minor problems and wanted to have it checked out. We were told Best Buy didn’t carry that brand and never had!! I was already pretty unsatisfied with BB, and this really did it. I won’t go into the other experiences there, but never again will I buy anything from them, except maybe something really minor. Circuit City, on the other hand has always been helpful and a pleasant place to shop.

  • 11. Henery  |  March 6, 2008 at 2:55 am

    Kaye,

    That’s funny in a twisted kind of way. A few years back, two relatives bought Medion desktops, because the components in the PC were more expensive bought separately than if purchased in the already-assembled Medion. They’ve never had any issues with the computer. Because of this, I went to the Medion website, to see if I could pick one up. They directed me to 4 retailers: Best Buy, Costco, Aldi’s, and one other. Aldi’s carries it once a year, usually around October. Costco didn’t carry it, they didn’t think they ever had. Best Buy told me the same thing they told you. I went back to Medion, told them I couldn’t get one from the places they suggested, what should I do? They sent me the list of places where I could fine one, almost ditto the first email! (English is a foreign language to this company. Seriously.) I wrote back and told them if they couldn’t find a way for me to buy one of their products, I’d find someone else’s PC to buy They didn’t and I did.

  • 12. Kaye Coller  |  March 6, 2008 at 5:31 pm

    Henery – it’s ironic that the Medion has been as good or better than any other computer we’ve had. The price was good too. The next computer I buy, I’m going back to the place I bought my first computer 2 computers. I really don’t know why I didn’t stay with them, but guess I felt compelled to shop around.

  • 13. Henery  |  March 6, 2008 at 9:09 pm

    Kaye,

    My understanding is that they are trying like the dickens to break into the US market, so being unfamiliar, they keep the price low. My uncle is a PC wiz, he was going to build one for himself and my Dad. When he saw that in the ad, he priced everything out, and then called my Dad and said, “C’mon, we’re buying computers today.”

    I was pretty faithful to Gateway. Got my first two desktops from them. Second one had Media Center, which allowed you to hook up the cable to it, and watch and record and burn TV shows to DVD. A little over a year after having the PC, I encountered an error that wouldn’t let me burn the DVD’s anymore, and I have 7 hours of video that I want on DVD still on the hard drive. Gateway referred me to Microsoft and two other places, and when I finally came back to them, because there were no answers anywhere else, they told me I could pay for tech help, but they weren’t sure that the tech help would fix it. I told’em after having dropped big bucks on two of their pc’s, they’re gonna make me pay for tech help for something that shouldn’t have happened? I gave them two days to find me a solution, or I’d tell everyone and his brother to stop buying Gateway. Nothing. In the meantime, I’ve bought two laptops, neither of them Gateway.

    They can stick it.

    Course, that might explain why their stock has dropped and they were recently bought by another computer company.

  • 14. Jim  |  March 6, 2008 at 9:19 pm

    Circuit City officially announced today a 90-day return policy for HD-DVD.

    ap.google.com/article/ALeqM5jsoX3TPBMFRpflHGDbUg5d__lB7gD8V845GO0

  • 15. thatwoman  |  March 6, 2008 at 11:02 pm

    Ha the power of the pen ,maybe 🙂

  • 16. muley  |  March 7, 2008 at 5:33 am

    even better than word of mouth sometimes. 🙂

  • 17. muley  |  March 8, 2008 at 2:53 am

    ………..this was at MSN Money today, intresting : http://blogs.moneycentral.msn.com/topstocks/archive/2008/03/07/hdtv-shoppers-tune-out-best-buy.aspx
    I’d be leary of buying “any” big-ticket item from either one of these big-box behemoths.

  • 18. Jim  |  March 19, 2008 at 4:56 pm

    Movement form BestBuy on the HD DVD issues.

    BestBuy will announce today that they will issue $50 gift cards to 200,000 customers. Small help to someone that spent about $400 on a HD DVD, but it is better than nothing.

    Here is a link:
    http://bits.blogs.nytimes.com/2008/03/19/hd-dvd-owners-some-stores-want-to-make-amends/?ref=technology

  • 19. Jim  |  March 19, 2008 at 5:00 pm

    Missed a section in the article. It looks like they will allow trade-ins also HD DVD.

  • 20. thatwoman  |  March 19, 2008 at 5:20 pm

    Thanks for the update Jim, Chris sent his back as requested.. haven’t heard anything yet, but good to know that Best Buy is at least and at last addressing the situation. Again thanks for the information a lot of people have been googling the Best Buy Policy and are ending up on this site 🙂

  • 21. thatwoman  |  March 24, 2008 at 12:14 pm

    So I get this from Best BuY this morning. I had complained before Chris had said his piece and was given the .”waffle run around” yada yada yada
    Our records show that you may have purchased an HD DVD player from Best Buy™.

    Recently, Toshiba announced that they will no longer produce HD DVD players, and movie studios decided they will no longer release new movies in HD DVD.

    At Best Buy, we are dedicated to making sure you always have the right technology for you. That is why purchasers of an HD DVD player are eligible to receive a Best Buy™ gift card. To confirm your purchase, please call us at 1-888-BEST BUY (1-888-237-8289) with your receipt handy.

    If you are interested in trading in your HD DVD player and HD DVDs, check out our technology trade-in service at BestBuyTradeIn.com where we will accept HD DVD hardware and software in exchange for a Best Buy gift card based on its market value.

    We truly appreciate you as a customer. If you have further questions, please go to BestBuy.com/hddvd.

  • 22. thatwoman  |  March 25, 2008 at 7:09 pm

    Well Best Buy is certainly trying …..although we haven’t heard back from Corporate ( the DVD players was sent back as requested) not a day is going by that I am not receiving an email with regard to the my purchase and how to get a coupon and now I have received a tape recorded message telling me how to get the coupon…. 🙂

  • […] them to live up to their televison ad personnas ( silly me I forgot the customer really is the bothersome consumer lately) However it is thrown up in our faces all the time how helpful their Pharmacy people […]

  • […] always quick to express his view no matter how delicate the subject, who never hesitated to make his views known – ( like them or not) had that changed […]

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