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Post by All Drop In on Dec 2, 2015 20:17:33 GMT -6
This started around 1:30 PM on Black Friday.
On Sunday afternoon, I decided to send emails. This was sent to the CEO of Best Buy:
Hubert,
Good afternoon. Since I've already spent a fair amount of time on this process, I figured I would take the time to let you know about my Best Buy experience this weekend. I started around 1:30 PM Central on Friday with the website. Realizing it was Black Friday, I prepared myself for increased issues. I had no idea.
I attempted to buy the Galaxy S6, and upgrade with Verizon. My orders were stopped, and I was given an error code. The very cordial representative told me I had to call Verizon after about 45 minutes. Once I contacted Verizon, I did a three-way call with Best Buy. My account on the Verizon side was upgrade eligible, and in good standing. Unfortunately, even with the Verizon rep on the line, Best Buy could not complete my order. They couldn't tell me why, just couldn't complete it. This process took another hour.
We decided to wait, and do another conference call with Verizon and Best Buy about one hour later. After a third failed attempt, I was now told I was "flagged" by a store. No order could be completed. The rep on the phone could not tell me what that meant, or the store I had been "flagged" by. I just had to go into a store to get it cleared up. Interesting, because I hadn't been in a store. When I entered the store the next day, I was told it would be at least an hour before I could meet with someone. When I looked perplexed, I was told "hey, it's Black Friday weekend!"
Nobody could tell me what anyone was talking about. I decided at this time it was probably best to just leave Best Buy and not return. There are so many options to purchase the products offered at Best Buy, why go forward after this experience? As I stated earlier, I prepared for reduced levels of customer service due to the chosen weekend. But roughly seven hours of my life to purchase a cell phone shouldn't meet anyone's expectations. I value my time, as everyone should. It's unfortunate, because everyone on the phone was very cordial and competent. But seemingly powerless to solve any issues. That's not the individual, that's the company.
Hopefully this experience will lead to better things for other consumers and employees. But I don't see a reason to ever enter a store, or go on the website again. Thank you for your time.
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All Drop In
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Post by All Drop In on Dec 2, 2015 20:18:17 GMT -6
Next was Verizon:
Lowell,
Good afternoon. Since I've already spent a fair amount of time on this process, I figured I would take the time to let you know about my Verizon experience this weekend. I started around 1:30 PM Central on Friday with the Best Buy website. Realizing it was Black Friday, I prepared myself for increased issues. I had no idea.
Best Buy could not process my order because of account issues with Verizon. I had to end the entire process, call Verizon, and start over. Upon contacting Verizon, I was told there were no issues with my account, and everything should process without issue. I went back to Best Buy, where my order again couldn't be completed. It turns out there was an issue all along with Verizon accepting new upgrades. At this point, I had reps from Verizon and Best Buy on a three-way call to resolve the issue. During this time, I was told the Verizon sales department was incapable of price matching Best Buy.
At this point, I was told I was "flagged" by a Best Buy store. No order could be completed, due to the previous incomplete orders. I again asked if I could simply purchase the phone from Verizon. The only offer was to place me in a lease deal, which wasn't as good as what Best Buy was offering.
I again contacted Verizon from an actual Best Buy store on Saturday. I wanted to provide Verizon one last chance to retain my business. I was again told it wasn't possible to price match, even after all of the issues from the previous day. Due to the number of choices I have, I've decided to go elsewhere for service. I've only been a customer for roughly twelve years, so that shouldn't be much of an issue. There are so many options for service, so why go forward after this experience?
As I stated earlier, I prepared for reduced levels of customer service due to the chosen weekend. But roughly seven hours of my life to purchase a cell phone shouldn't meet anyone's expectations. I value my time, as everyone should. It's unfortunate, because everyone on the phone was very cordial and competent. But seemingly powerless to resolve any issues. That's not the individual, that's the company.
Hopefully this experience will lead to better things for other consumers and employees. But I don't see a reason for myself, or my family, to continue as customers.
Thank you for your time.
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All Drop In
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Post by All Drop In on Dec 2, 2015 20:21:13 GMT -6
Here's the professional response from Best Buy:
My name is Cassie and I work with the Best Buy corporate office. I am connecting with you on behalf of Shari Ballard regarding your recent poor service experience. First off, I would like to personally apologize. It is incredibly disheartening to hear about this experience.
>
> I will be forwarding your complaint to local leadership to help address this. It is important that we engage our teams so they can resolve these issues directly. Experiences like yours are no more acceptable to our leaders than to you.
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> I know that I cannot take back the time that you were forced to spend working on this, or the frustration that this caused, and I am extremely sorry for that. I am confident that your next experience with us will be much more in line with your (and our) expectations of what good customer service should be. I'd like to give you the opportunity to shop with us again, and so I would like to mail a Best Buy gift card in the amount of $50.00 to you. If you could please respond to this email with your best shipping address it would be most appreciated.
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> Thank you, again, for your patience with us. I look forward to hearing from you.
>
> Kindest regards,
XXXXXXXXXXXXX
MY RESPONSE:
Cassie,
Thank you for the quick response. It was certainly better than Verizon. I have no problem with the experience being shared with leadership teams. I'm sure the employees would prefer to be armed with solutions. It makes their life easier along with the customer. As I stated, nobody was particularly rude, or failed to attempt to rectify the situation. But it still seems almost impossible.
I appreciate the olive branch. My address is:
XXXXXXXXXXX
Hopefully some things can be altered to avoid situations like this in the future.
Have a great week.
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jackref
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Post by jackref on Dec 2, 2015 20:26:00 GMT -6
Well done. Not that $50 is worth your time or frustration at least it was something. Best Buy still sucks
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Post by Positivity KS on Dec 2, 2015 20:31:28 GMT -6
I would like to proudly announce that I bought some Net10 dealio phone today for $20 from Walmart, and am debating between the $30 plan or the $40 unlimited plan.
My technology is now only like 5 years past rather than like 10-15.
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Post by All Drop In on Dec 2, 2015 20:34:12 GMT -6
Verizon had someone contact me first thing Monday morning. I didn't recognize the number, so I let it go to VM. When I called her back, I swear it was one of Kirkwood's work from home people. She told me Verizon doesn't price match, and completely ignored everything I was talking about. When I said I wasn't looking necessarily for a price match, but a fair deal, she started talking about their marketing department. Here was my next email to the CEO:
The response from the corporate office was quite similar to my weekend experience. Apparently my only focus this weekend was a price match, having nothing to do with the wasted hours or the reason we arrived at that point. According to your representative, the marketing department is above "corporate" on the organizational chart. I'd be worried. They sound powerful.
Hope everything works out well in the future.
Have a great week.
I left Verizon that afternoon. Another person followed up Tuesday and Wednesday. To their credit, she wiped out my final bill. It was only nineteen and change, so it was more of a test than anything. If she said she couldn't wipe it out, I was sending another email about their customer service having zero power.
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jackref
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Post by jackref on Dec 2, 2015 20:35:35 GMT -6
I would like to proudly announce that I bought some Net10 dealio phone today for $20 from Walmart, and am debating between the $30 plan or the $40 unlimited plan. My technology is now only like 5 years past rather than like 10-15.
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Post by Hawg Ass on Dec 2, 2015 20:36:35 GMT -6
I would like to proudly announce that I bought some Net10 dealio phone today for $20 from Walmart, and am debating between the $30 plan or the $40 unlimited plan. My technology is now only like 5 years past rather than like 10-15. Can you text?
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All Drop In
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Post by All Drop In on Dec 2, 2015 20:38:26 GMT -6
It scrambles his location.
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Post by Positivity KS on Dec 2, 2015 20:38:31 GMT -6
I would like to proudly announce that I bought some Net10 dealio phone today for $20 from Walmart, and am debating between the $30 plan or the $40 unlimited plan. My technology is now only like 5 years past rather than like 10-15. Can you text? Yes but I hate texting.
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Post by Hawg Ass on Dec 2, 2015 20:40:58 GMT -6
Why?
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Post by Positivity KS on Dec 2, 2015 20:42:29 GMT -6
Because I'm old and bitter.
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jackref
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Post by jackref on Dec 2, 2015 20:45:05 GMT -6
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Post by Hawg Ass on Dec 2, 2015 20:45:56 GMT -6
Because I'm old and bitter. No you are not!! LOL at ref
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Post by Positivity KS on Dec 2, 2015 20:50:34 GMT -6
Dammitt ref
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jackref
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Post by jackref on Dec 2, 2015 20:54:45 GMT -6
Just don't text and drive k?
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Post by Hawg Ass on Dec 2, 2015 21:04:00 GMT -6
Ks' raccoons are more talented.
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Post by Positivity KS on Dec 2, 2015 21:04:13 GMT -6
Just don't text and drive k? That was uncalled for.
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Post by Positivity KS on Dec 2, 2015 21:05:54 GMT -6
Ks' raccoons are more talented. Damn straight, Hawger. Mine can climb the ladder and hide in the rafters of the garage all night long.
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Post by Hawg Ass on Dec 2, 2015 21:07:50 GMT -6
Ks' raccoons are more talented. Damn straight, Hawger. Mine can climb the ladder and hide in the rafters of the garage all night long. Doesn't smoke go up?
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Post by Positivity KS on Dec 2, 2015 21:09:47 GMT -6
Damn straight, Hawger. Mine can climb the ladder and hide in the rafters of the garage all night long. Doesn't smoke go up? Yes. They're not stupid.
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Post by Hawg Ass on Dec 2, 2015 21:12:37 GMT -6
Like I said, well trained.
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Post by Positivity KS on Dec 2, 2015 21:38:58 GMT -6
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Post by Hawg Ass on Dec 2, 2015 21:40:49 GMT -6
That is quite the step up, I am sure.
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