Best Buy, Madison, WI - poor customer service experience

Complaints.com received the following consumer message on August 28, 2002:

From:

RE: Best Buy, Madison, WI - poor customer service experience

Yesterday I went the local Best Buy on the West side of Madison, Wisconsin. I arrived at the store around 5pm. I knew exactly what I wanted when I walked through the doors. I was there to purchase a 19" computer monitor, a flat screen TV, computer speakers, an entertainment center, DVD player, a/v cables, and CD-RWs. All in all not a small amount of money to be spending.

First, I went to the computer monitors. After waiting patiently in front of the monitors for five minutes I waved down a salesperson as he walked by me. In the span of 5 seconds (and without slowing down) he managed to ask me if I had a question, listen to my question, answer my question, apologize, and continue on. Needless to say the monitor I wanted was out of stock, "but might be coming in on a truck tonite." Did he check to see if in fact it was coming in? No.

Next, I picked up my CD-Rs, speakers, cable, and DVD player.

Finally, I headed over to the TVs and entertainment centers. I was just looking for a bedroom TV, so I started with the 20" flat-tube TVs. Well, the one I was interested in did not have any stocked on the shelves. In the next 45 minutes I waved down four, count them, FOUR salespeople. All of which mentioned that they would, "be right back." Shortly after six o'clock I decided that their time was up. I set all of my items down and headed for the door.

Later last night I went back into Best Buy (I wouldn't have, but I had a $100 Gift Card that I have had since last year) and to my amazement all of my stuff was still sitting exactly where I left it. It still took another 20 minutes to get the TV I wanted (I purchased a 24" Flat-tube).

But while I was waiting, wouldn't you know it.....the Sales Manager was walking around, and she asked ME about my Best Buy "experience." Well, needless to say, the sales Manager was a little slack-jawed after I relayed this little trinket to her.

Afterthought: High-pressure extended warranty sales are not appreciated. I didn't want them, so I don't need to be told I'm stupid for not buying them.

Comment On This

As I write this, I am calling the Geek Squad at the West Town Mall Best Buy in Madison--the same location you wrote about. Unfortunately, this is the location closest to where I live, so I have to deal with the problems you describe in customer service all the time. I have now been listening to the phone ring for 4 minutes, and no one has yet picked up. In the past, I have been put on hold by the Geek Squad for more than 10 minutes, and had to hang up and call back. I have had identical experiences to yours, several times, where I had difficulty flagging down sales reps.

I've also had some very positive experiences, as well--once I do get their attention, sales reps are generally courteous, helpful, and good-natured. I'm not sure what the problem is--understaffing, perhaps? I would appreciate it if Best Buy could do something to improve the responsiveness of their sales reps.

Comment On This

I concur the harassing about replacement plans and service plans is very annoying, but our superiors do require that we push the issue even if the customer says no the first time. i don't agree with this method of sales, but i do need to pay my bills for school somehow.

regardless, i apologize for the bad experience you had at best buy.

Comment On This

--From a past Best Buy employee--

Best Buy is the "McDonald's" of retail sales. They hire inexperienced kids or adults who are willing to work for a lower wage ($12/hr is pretty low for 35 years old).

The managers are over-worked and are held to near impossible quotas that can only be met by pushing the poor sales-people to sell what meets quotas and not what the customer actually needs.

The sales people never develop any real sales or customer service skills because they are forced to sell (in the case of "service plans") garbage to the customer. The end result of this is a lot of ticked-off customers and those unfortunate many who get completely ripped off.

Tip: When buying a computer or anything else that can have a warranty applied just tell the sales person that you are buying these things as an insurance settlement and you only get reimbursed for the items themselves, it works to shut them up 90% of the time.

I have also noticed that the kids who work at Best Buy tend to be very biased on what you should purchase. Be wary of someone who tells you that an entire BRAND of electronics is junk, as they wouldn't be in business if that was true.

If you want "customer service", experience, and knowledge about the product then call the major manufacturer's sales numbers for questions and advice. Find the model you want then look for it at the big box stores. After all, you wouldn't ask a typical McDonald's employee for a good Eggplant Parmesan recipe...Why would you ask a kid advice on something as complicated and expensive as a television?