Best Buy had better give me my 6800GT. >:(

[imported_jediknight]

Originally posted by: fisher
you can't trust the online count, because i'm sure it's not updated in real time. so he calls the store, and twice they tell him they don't have the card. so what does he do? drives to the store. well that makes a whole hell of a lot of sense doesn't it?

Maybe he edited the original post, but I don't see where he says that he drove out there..
Let's look at this more carefully:
- Item wasn't in stock when online store said it was
- "special response team" never contacted him, contrary to what BB rep said
- credit card was charged after being told it wouldn't
- received an e-mail "reminding" him that his product is ready for pickup, even after the store searched and didn't find the item.

I count no less than four occasions where he was wronged (given misinformation) by BestBuy. If the online count is not accurate/updated in real time, then the best buy website should say so (stock is only an approximate count, or something..)

 

[imported_jediknight]

Originally posted by: fisher
customer service does not require you to be abused by customers. period. while you are there to help people, that doesn't give them a right to be an a'hole to you and force you to sit there and take it. try calling ANY big company and throwing a temper tantrum and see how far you get.

I agree. But at what point does an angry customer (who customer service people are supposed to deal with) become an abusive customer? I say when the customer uses excessive profanity, makes personal threats against the rep, etc. *Not* just being rude (or, not polite or an "ass", as Mr. Riendeau states).

When I did customer service jobs a few years ago (really, not for me.. ), the rule was always, if you feel threatened/abused by the customer, to call the manager and have him/her resolve the customer's issue. Arbitrarily withholding help because the customer wasn't nice to you, frankly, was grounds for disciplinary action.

Unless Ichinisan is completely misrepresenting his conversations with BestBuy customer service representitives, I believe he falls far from being an abusive customer.

 

[erikistired]

Originally posted by: jediknight

Originally posted by: fisher
you can't trust the online count, because i'm sure it's not updated in real time. so he calls the store, and twice they tell him they don't have the card. so what does he do? drives to the store. well that makes a whole hell of a lot of sense doesn't it?

Maybe he edited the original post, but I don't see where he says that he drove out there..
Let's look at this more carefully:
- Item wasn't in stock when online store said it was
- "special response team" never contacted him, contrary to what BB rep said
- credit card was charged after being told it wouldn't
- received an e-mail "reminding" him that his product is ready for pickup, even after the store searched and didn't find the item.

I count no less than four occasions where he was wronged (given misinformation) by BestBuy. If the online count is not accurate/updated in real time, then the best buy website should say so (stock is only an approximate count, or something..)

i don't see anywhere that he was wronged. the online stuff messed up, they showed it in stock when it really wasn't. he was smart enough to call ahead and they told him they didn't have the card (had they told him they did, then he would have been wronged). then he goes on a tear demanding the card be shipped express at their expense. best buy doesn't work on your time schedule, if you ask them to pull an item from one store to another i'm sure they will. however, when you start making demands most likely they are going to go on to the next customer. the card is availible in other stores (we assume, because unless you call ahead you don't know for sure as we've seen in this case). it could be that the cards are selling faster than the online database could be updated. i dunno, i don't work for best buy. if this was as time sensitive as he claims then he would have bit the bullet and gone to another store to pick it up. best buy is not responsible for him not wanting to drive farther if he's not patient enough to wait for it to be moved from one store to another or to be delivered to him. as for the being charged thing, i've ordered things online and i was hit up for a hold charge to make sure i had funds availible, when i picked my item up i was charged at the store. this only happens when i use my checkcard tho, so perhaps it's something with the credit card system? i dunno, once again, i don't work there. so maybe the OP is confused about the difference between a hold and a charge.

anyway, does the situation suck? sure it does. i like it when things go smoothly as well. but the guy sounds like a 2 year old throwing a tantrum because a company won't bow down to what he wants. obviously best buy had a better deal than online, or he didn't want to wait for it to be delivered, or whatever. that's not their fault tho. they offer something cheaper and on top of that they have to express ship it now? good luck with that. if that's not good enough, move out of the sticks dude, i dunno what else to tell you.

 

[erikistired]

Originally posted by: jediknight

Originally posted by: fisher
customer service does not require you to be abused by customers. period. while you are there to help people, that doesn't give them a right to be an a'hole to you and force you to sit there and take it. try calling ANY big company and throwing a temper tantrum and see how far you get.

I agree. But at what point does an angry customer (who customer service people are supposed to deal with) become an abusive customer? I say when the customer uses excessive profanity, makes personal threats against the rep, etc. *Not* just being rude (or, not polite or an "ass", as Mr. Riendeau states).

When I did customer service jobs a few years ago (really, not for me.. ), the rule was always, if you feel threatened/abused by the customer, to call the manager and have him/her resolve the customer's issue. Arbitrarily withholding help because the customer wasn't nice to you, frankly, was grounds for disciplinary action.

Unless Ichinisan is completely misrepresenting his conversations with BestBuy customer service representitives, I believe he falls far from being an abusive customer.

i've been ignored by customer service before, it sucks. but i don't start making demands, i take my business elsewhere. like i said, from the tone he's used here and in his emails in the OP it doesn't sound like he called up being anything other than rude. however, we have to take his word for that i guess. if he truely feels he's been wronged then he shouldn't shop at best buy anymore, even if they have what he wants cheaper than he can get it elsewhere. i'm sure he won't be missed.

 

[imported_jediknight]

Originally posted by: fisher

Originally posted by: jediknight

Originally posted by: fisher
you can't trust the online count, because i'm sure it's not updated in real time. so he calls the store, and twice they tell him they don't have the card. so what does he do? drives to the store. well that makes a whole hell of a lot of sense doesn't it?

Maybe he edited the original post, but I don't see where he says that he drove out there..
Let's look at this more carefully:
- Item wasn't in stock when online store said it was
- "special response team" never contacted him, contrary to what BB rep said
- credit card was charged after being told it wouldn't
- received an e-mail "reminding" him that his product is ready for pickup, even after the store searched and didn't find the item.

I count no less than four occasions where he was wronged (given misinformation) by BestBuy. If the online count is not accurate/updated in real time, then the best buy website should say so (stock is only an approximate count, or something..)

i don't see anywhere that he was wronged. the online stuff messed up, they showed it in stock when it really wasn't. he was smart enough to call ahead and they told him they didn't have the card (had they told him they did, then he would have been wronged).

The thing is, he was given conflicting information several times about the status. AFTER it was confirmed that the store didn't have it, he received e-mail messages saying to pick the item up. So, Best Buy screwed up.. and if they were interested in customer service, they'd pay for their mistakes to make things right.

Of course, he can refuse to shop at Best Buy.. but really, that harms him more than it harms BB. .

 

[Ichinisan]

On Friday, I called the Southlake store and asked a woman if it was in stock. After checking, she told me that there were two left and immediately said "...and we can't hold them." I explained my situation, and how long I would have to drive. She said "well I guess we should hold if for you then", but I told her not to do that until my friend decides whether-or-not he wants to drive that far.

That afternoon, he had decided to make the drive with me after I got off from work at 5:30PM. I called back to check stock again, there was only one left. I asked the guy to hold it for me (no explanation needed) and he said that he would. He told me to ask for him by name. I drove out to Southlake, got lost, and finally found the store. I walked in and found the card still sitting on the shelf. I then found the guy, who was busy talking to another customer. I waved at him and asked "is this it?". He nodded, shrugged, and I walked off to the cash register with it. The whole trip took about 6 hours. Could have been worse if the card had been snatched before we got there!

 

[erikistired]

okay well that sucks then. in this case you would have been wronged had they left it on the shelf. remember tho you're probably dealing with high school kids who hate their jobs. glad you got your card tho. isn't morrow about ~40 miles from newnan? how does that equate to 6 hours round trip?

 

[apoppin]

Originally posted by: Ichinisan
On Friday, I called the Southlake store and asked a woman if it was in stock. After checking, she told me that there were two left and immediately said "...and we can't hold them." I explained my situation, and how long I would have to drive. She said "well I guess we should hold if for you then", but I told her not to do that until my friend decides whether-or-not he wants to drive that far.

That afternoon, he had decided to make the drive with me after I got off from work at 5:30PM. I called back to check stock again, there was only one left. I asked the guy to hold it for me (no explanation needed) and he said that he would. He told me to ask for him by name. I drove out to Southlake, got lost, and finally found the store. I walked in and found the card still sitting on the shelf. I then found the guy, who was busy talking to another customer. I waved at him and asked "is this it?". He nodded, shrugged, and I walked off to the cash register with it. The whole trip took about 6 hours. Could have been worse if the card had been snatched before we got there!

So, you finally got it?

Was it worth it? . . . . do you figure the "savings" was worth your time and frustration?

Best Buy is dedicated to screwing customers. That is their corporate written POLICY . . . . i figure you are one of the "devils" they'd like to lose as a customer. Get used to it or shop elsewhere. :shocked:
:roll:

 

[Ichinisan]

Originally posted by: fisher
okay well that sucks then. in this case you would have been wronged had they left it on the shelf. remember tho you're probably dealing with high school kids who hate their jobs. glad you got your card tho. isn't morrow about ~40 miles from newnan? how does that equate to 6 hours round trip?

I'm close to Newnan, but technically in an un-incorporated area. It's more than 40 miles, though I'm not sure exactly how many. Most of the way was congested with heavy Friday-evening traffic. Also, we had to get gas. Did I mention that we got lost and had to do some back-tracking? That's why I never wanted to go so far.

Your last post was a little unclear. The card was on the shelf when I got there. The guy probably just forgot to put it aside, which would have been disappointing if it was gone by the time I got there.

 

[erikistired]

sorry, i meant to say if they'd left it on the shelf and someone else grabbed it.

friday evening the wrong time to go anywhere in georgia!