The following is a letter I wrote to Best Buy on behalf of my local store here in Greenville, SC.
To Whom It May Concern, Wednesday, September 15, 2010
My name is Jessica Bayne and I have been a loyal customer of Best Buy for many years. I have spent thousands of dollars on computers, computer equipment, DVDs, and the like at Best Buy. Unfortunately after the recent experiences at my local Best Buy store, I will no longer make purchases at Best Buy. Their general lack of concern for customers is astonishing. Over the course of the last few weeks I have called Best Buy various times to receive information regarding the status of service on my computer.
There are two instances in general that I would like to make you aware. I called once to receive information regarding the repair of my computer, but unfortunately no one picked up the phone. I tried to call numerous times after this incident. The Loss Prevention Agent, Ron, transferred me to the Geek Squad time after time. On the fourth attempted transfer I asked to speak to the manager on duty. Ron attempted to transfer me to the manager on duty (MOD) but the MOD did not pick up. Ron picked up the phone again and tried to transfer me to the MOD once again. Fortunately for me the MOD did pick up this time, identified himself as Josh, and asked me what I needed assistance with. I informed him and he was able to resolve my problem, but did not seem to consider the inconvenience this organization had caused me.
Sadly, nearly the same incident occurred again today. I received a call from Geek Squad stating that I needed to confirm that I wanted the data on my computer backed up. I attempted to return the call around 2:30 pm. I called once and received no answer. I called a second time and received no answer. I called a third time and received no answer and Ron the Loss Prevention Agent (LPA) picked up the phone. He transferred me to the Geek Squad and they did not pick up the phone and Ron answered the phone once again and I stated “it’s me again Ron.” He replied “You mean no one has called you?” “I stated no, and this time I’d like to speak to the manager on duty.” He attempted to transfer me to the MOD. The MOD did not pick up the phone. Ron picked up again and I again advised him that I’d like to speak to the MOD. Ron then transferred me to the MOD, and yet again the MOD did not pick up. Ron picked up the phone again and at this time I requested the name of the MOD and Ron replied “Josh.” I then requested the name of the district manager and Ron replied “Jacqueline (sorry if I butchered this spelling)” but could not give me any more information (which I understand). I thanked Ron and hung up the phone, but I had not been given the opportunity to authorize the data backup on my computer. I called again and Mindy answered. I explained to Mindy my plight and she worked to resolve my issues. I explained to her that I was highly frustrated and quite disappointed with the level of service I had received. She quickly had Geek Squad agent Jeff work on my data backup and profusely apologized time and time again about the poor service I had received. She informed me that she would pass my contact information on to Jacqueline and I was satisfied.
I am utterly disappointed in this organization. I have read various case studies regarding Best Buy and its outstanding customer service, but I have yet to experience any of this so-called outstanding customer service. I, as a loyal customer, deserve better.
Sincerely,
Jessica Bayne
