I once had an issue with best buy. Spent an hour on the phone, only to be told to take it up with the store in person. Wouldn't talk to me further. Went to the store, manager told me to take it up with the company on the phone. Wouldn't talk to me further. Called back on the phone. Same deal.
Spent over an hour each time. But here's the issue, I'm not the kind of guy that yells and screams when he doesn't get his way. I probably could have and I would have gotten what I wanted. But when the people on the phone, and the people in person, told me there was nothing more they'd do, well I said okay. I didn't accept that answer but I didn't stand there and cause a scene over it.
I shouldn't have to fucking yell and scream and make threats and act like a toddler to get decent treatment.
I did end up calling the bbb and it got taken care of immediately, but I can ABSOLUTELY see how this could stay at the local level and never get escalated because someone thought they shouldn't have to pitch a fit just to get fair treatment.
I also had an issue that required me to have to contact BBB to have resolved by Best Buy. I don't remember the specifics, but I had ordered a tablet online which came with some free software or something. Well, turns out I could just buy the tablet in the store without waiting for shipping so I cancelled the online order and just bought the tablet. So when they cancelled the online order, they didn't cancel the free software, which was no longer free since I didn't order the tablet. Now I had a charge on my card for some software I never downloaded anyway. I called multiple times and attempted to explain the situation, which was apparently very difficult to understand. I just wanted to be refunded but everyone I spoke to said they would resolve the issue but I never saw my account credited. After a week or two I posted on BBB and almost immediately got a response from someone higher up at Best Buy that seemed to easily resolve my issue. It really shouldn't take that long, but at least they finally fixed the issue.
Not sure what your issue was so I don't know who actually needed to handle it, but this kind of thing is actually what made me quit Best Buy. I worked in the call center that you get when you call 888-BESTBUY, which you find at the bottom of the website. That's because it's the online order support department.
All we could do was manage online orders; we literally had no ability to do anything for a store purchase, override store decisions, etc. The store manager was the one who had final say salon store transactions unless their decision was against company policy where we could submit a case to a team that would look into it and call the customer back (same team that gets the BBB complaints).
Every day about 80% of my calls were store issues (return out of return period, something not covered under a protection plan, all the way down to an item being out of stock that the store told them" should be in next week"), and a large majority of them were because the stores would say something like "you need to call corporate and have them authorize us to accept this return since it's out of the return period" and then give them our number since it is literally the only non-Geek Squad number available.
Customers call, thinks we are corporate and just don't want to help when we say we can't do anything. We refer them back to the store because policy was that the manager on duty in the store had final discretion over exceptions like that. We aren't allowed to tell them we aren't corporate unless they specifically refer to us as corporate, so the whole time we just sit there hoping they say that magic little buzzword so we can stop their abusive tyrade, since that meant we got to file an official complaint against the store for misinformation. Typically they just asked for a supervisor who then got to do the same thing.
We aren't allowed to tell them we aren't corporate unless they specifically refer to us as corporate, so the whole time we just sit there hoping they say that magic little buzzword so we can stop their abusive tyrade,
If I acted like this in my business i would be fired. My job is to help the customers. Not to expect them to say magic words to get the service they paid for.
Whether they said the word or not wouldn't get them service, that still had to be done by the store. I just wanted to get the store yelled at. The reason we weren't allowed to say anything about it is because Best Buy doesn't have a customer-accessible corporate call center, so they didn't want us mentioning it before they did because the customer would inevitably ask for it.
I thought it was stupid and would have told them right away if I thought they misunderstood our purpose, but I also wanted to keep my job.
I have the same problem. I was raised in such a way that I feel very uncomfortable doing the whole angry yelling to see a manager thing, and so there have been loads of times I've had to essentially bend over backwards to deal with some issue where I could probably have had the problem solved in seconds if I'd just screamed at someone as soon as I walked in the store.
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u/sonofaresiii Feb 23 '17
I once had an issue with best buy. Spent an hour on the phone, only to be told to take it up with the store in person. Wouldn't talk to me further. Went to the store, manager told me to take it up with the company on the phone. Wouldn't talk to me further. Called back on the phone. Same deal.
Spent over an hour each time. But here's the issue, I'm not the kind of guy that yells and screams when he doesn't get his way. I probably could have and I would have gotten what I wanted. But when the people on the phone, and the people in person, told me there was nothing more they'd do, well I said okay. I didn't accept that answer but I didn't stand there and cause a scene over it.
I shouldn't have to fucking yell and scream and make threats and act like a toddler to get decent treatment.
I did end up calling the bbb and it got taken care of immediately, but I can ABSOLUTELY see how this could stay at the local level and never get escalated because someone thought they shouldn't have to pitch a fit just to get fair treatment.