Service Rant 1: Best Buy Can Suck My Crusty Ass Hairs

The BBQ Pit
1

The time came for us to buy a new TV, as my old Sony Trinitron had reached the point where everything looked blue and you couldn’t watch it during the day. Best Buy has recently come to Toronto, and so Mrs. RickJay and I sallied forth to their nearest place of purveyance to purchase a new TV.

We had already scouted the TVs out and made the appropriate measurements, and had determined that the TV for us was the 32" RCA XBox-ready set with the speakers on the sides. And so we got there, doubled checked the width, and summoned a salesperson. I then told him, “I would like to purchase one of these televisions and take it right away.” He seemed like a bit of a spaz, but he said he’d have a new television wheeled out to us so the transaction could be effected. Excellent, I said, and Mrs. RickJay and I awaited our new TV.

Five minutes goes by.
Ten.
Fifteen.
Twenty.

At this point I summon the salesperson again. “Our TV is not here.”

“They’re really busy back there. We’re understaffed. (The place appears to my eyes to be absolutely crawling with employees.) I’ll hurry them up.”

We wait another five minutes. Ten. Fifteen. I like the Best Buy and all, but it’s now been 35 minutes we’ve been waiting for this TV and I’m getting sick of waiting. So I reapproach the salesperson, who is on his cellphone. And he won’t get off the phone, although I wait patiently for another five minutes. So finally I get ANOTHER salesperson and explain the problem.

So there’s some running around and the guy finally comes up to us and says, “We don’t have any of those TVs.”

I am aghast. “You don’t have any? Why didn’t you tell us this 45 minutes ago?”

“Uh, well, it took the guys that long to find out we don’t have any.”

Me: “Don’t you have an inventory system? Surely you have a count on these expensive items??”

“Uhhh, uhhhh, blarg. Well, I’ll sell you the floor model. Our policy is 15% off.”

So I say sure, I’ll take the floor model. 15% off and I still get a warranty, why not? I’m pissed off, but I’ll still get the TV I want. So we wait.

And wait.

And wait.

15 more minutes goes by, and nobody is around to get the TV on a cart. The guy has vanished. Then finally he reappears and say the area manager has to make this sale. So we wait, and wait, and wait, and then the salesperson comes back and tells us “the area manager is trying to find one to have delivered to you.”

"What about the floor model you said you’d sell us?

“Uuuuh, uhhhhh, blargh!”

So we go up to the department manager and he says “I will not sell you this TV.” When asked why, he said that they can’t sell me the TV because they don’t know if they have any more. They can’t sell it if they’re getting more, because they want to have it on the floor to sell the TVs they don’t have.

Faced with this Dilbertesque logic, I resort to ethics. “I was made an offer,” I say, “For this demo model. I was offered this item at a stated price.”

“Uhhh, no,” says the guy.

“Are you reneging on your offer?” I ask.

“Well, uhhh, I dunno why the salesman said that…”

“Look,” I said, “You’re all Best Buy in blue golf shirts to me. I was made an offer by an agent of your company and I expect it to be honored. I’ve been waiting an hour and twenty minutes to buy a friggin’ TV I picked out two minutes after I walked into the store. I’m trying to spend my money here. What are you going to do for me?”

“Uhhh, well, that’s our policy. I can have a new one delivered.”

I roll my eyes. “Why would I even come to the store for that? Why would I just not call another Best Buy? And don’t you offer that to everyone?”

“Uhhhh, uhhhhh, uhhhhh”

“So when can it be delivered? Tomorrow? I’ll be home tomorrow.”

“Uhhhh, uhhh, well, no.”

“So when can you deliver it?”

“Uuuuh, I don’t know, we don’t know when we’re getting more.”

At this point Mrs. RickJay storms away. I stare at this simian retail-centurion with a look of frank amazement.

“So, you won’t sell me the unit you said you would, and the best you can do is to offer to deliver me another one, although you don’t know if you have any more or when you’ll be getting them.”

“Blarg!”

“Fine. I’ll just buy it elsewhere.”

So we go straight to the front of the store and demand to see the STORE manager. And whaddya know, we had our TV 30 minutes later.

Jesus Fucking Christ, what an idiot. But the TV’s beautiful.

2

That’s the best description I’ve ever heard for Best Buy floor personnel. But this is good, too.

May I borrow them sometimes?

but their prices are good, so what you do is, next time you’re in there, before the Blue Golf Shirt disappears to “go check on that for you”, you make a note of the name on the nametag, “Spaz” or “Munkidiccus”, that way you can tell the manager which Blue Golf Shirt it was

and you should only give them 15 minutes to deal or else you’ll walk–you’re just making it harder for the next customer. It’s a feedback thing, see, and you’re part of the training process. You have a responsibility to the rest of us not to feed the animals, because that just teaches them to beg from everybody.

3

I believe the most salient point is your unhealthy anal hygeine.

You also shouldn’t have bought the TV there. Why would you want to give them your custom after they wasted all your time?

I hope you got a coupon too. For something nifty!

4

Whoa… you found a salesman at Best Buy!!!

5

Opal, Even better. He found two…and a manager. And all in an “understaffed” store.

6

I’m not sure I believe the OP. I mean he’s making some pretty far-fetched claims.

7

Well, it IS Best Buy Canada. Maybe there’s a government employment program or something.

The place, to be honest, has OODLES of salespeople. They’re everywhere. They just don’t seem to have functioning brains.

8

RickJay, congratulations on getting a Best Buy in TO…and now, the warning:

Don’t–I repeat, and with bolding, italics and underlining–don’t try to return anything you get there. If you do, it will make what you went through to buy it look like a walk in the park.

There’s a Best Buy five minutes from my house. I drive twenty minutes to shop at CompUSA instead.

9

Maybe the salesman meant “understaffed” to mean in terms of actively intelligent and helpful staff, not warm bodies?

[semi-hijack]I actually got really helpful service at a local Best Buy about a week ago - my PDA died right before starting this new job, and the salesperson was excellent at describing the features of the new ones. When I picked a model, he opened the box for me when I was simply curious about whether it came with a cradle or not, since the box wasn’t clear on that.

I used to rant about a Best Buy salesperson who told me that my new computer had an AGP video card, but it was actually onboard. Then I called the company and found out they were under that impression too, even after checking the model and serial numbers.
[/semi-hijack]

I have to commend your patience at least - I doubt I’d have waited 30 minutes for a TV.

10

I’m so tired of “we’re understaffed” being an excuse for poor service these days. I can’t tell you how often I hear this. Unemployment is high - if you’re understaffed, it’s your problem, not mine. Otherwise, put a sign on your store’s front door that reads: “We are understaffed, so please, if you can possibly take your business elsewhere, do us a favor and do that, so we can handle a lower number of customers - The Mgt.”

11

I never find salespeople at Best Buy. And if I do, they’re for the wrong department and just stare at me helplessly.

12

Another thing you can do is, when the sales guy says he’ll go check on it, go with him.

Follow him like a heeled dog. If he starts saying stuff like, “You can’t come in here for insurance reasons,” just ignore him and follow him anyway. If his cell phone rings, start talking to him, and continue talking while he’s on the phone.

If he pauses to talk, gently nudge his arm or shoulder and push him on toward his goal of getting your TV. If someone else walks up and starts talking to him, introduce yourself and take over the conversation. Then, suggest that the three of you together go to find your TV.

Whatever happens, never let him out of your sight or away from your side. Constantly make small talk about your family (and his). Be as politely a pain in the neck as you can. Make him know that you’re a boil on his ass until you get your TV.

13

I sympathise with the OP…we had almost identical problems buying a recliner from a popular local furniture store and its delivery. They didn’t live up to their word, so we cancelled the order.

I once knew Best Buy to be a somewhat informative place. Is this changing?

14

I don’t know why people expect good service out of retail employees… it’s just not good capitalism. Retail wages are pretty much fixed. Since there’s no real opportunity for rapid increase in pay for great performance, as an employee I can only maximize my profit by putting forth the minimum amount of effort required to not get fired. I get paid the same amount either way, so why not ignore customers and talk to my girlfriend on the phone if I can do it without getting fired?

It’s not as if Best Buy gives a shit about retail employees… if it’s profitable for shareholders, they’ll fire hundreds and say it’s just business, so why should they expect any loyalty or dedication from employees? Certainly if I’m working there I’ll be friendly to you, but this is business, not therapy. I’m trying to make the most money with the least effort here, and you insist on being all huffy about it. Stop expecting retail employees to do anything more than the minimum required… the company does the same thing with pay and benefits, and you do the same thing with your own time and money.

These people are not lazy or stupid. They see how the economy works, and are doing the same cost/benefit analysis that the board of directors are… get the most I can now with the least amount of effort, and screw the long term effects. The customer never enters into the equation at all. Customers just don’t matter, because it’s not like they’re going to get fed up and stop buying crap… they want it too bad!

-fh

15

THERE is your problem. Never again…

16

I understand where you’re coming from, hazel-rah, but in my opinion, if helping customers is a task that’s beneath you and is something you find annoying, then I suggest you not work for Best Buy. Because regardless of how much you’re paid and how shitty the company treats you, when I come in looking to buy something and need some help, I’m gonna get pretty pissed off if you’re slack-assing around, and if it’s bad enough, I’ll report your ass. I’m sorry if the Best Boy Corporation isn’t handing you out free ice cream cones or giving you backrubs, but when I walk into the store and see you with your blue vest on, I’m going to assume you’re capable and willing of helping me out with whatever it is I want, or else you wouldn’t be there. And I’m not talking about me going, “Dance, little stockboy, dance!” I’m talking about being able to find out if a certain TV is in stock.

If the company treats you poorly, get a different job. Because you know what? Neither me nor any other customer gives half a fuck that you don’t think you’re paid enough or have decent benefits. That would be filed under “your problem”. If it’s so intolerable, why not leave, rather than take it out on customers? Do you think I have some kind of power over Best Buy management practices? I’m just looking to buy a CD.

What I’m trying to say is, by all means, go on sticking it to The Man because of how crappily you’re treated. But don’t come whining when The Man fires your happy ass because you’re not interested in doing a decent job. And don’t be surprised if Mean Ol’ Mr. Customer comes down on you when you’re busy not caring and isn’t moved by your complaints of poor treatment.

17

We stopped shopping at Best Buy a number of years ago, when this happened: we went in to look for a new VCR, and were approached by a downright chirpy salesperson (that right there should have scared the crap out of us). “Would you like to apply for a special Best Buy Visa card?” chirps the squirrel. “No,” say we, “we already have a Visa and a MasterCard”. “Well, with the Best Buy Visa you get blah, blah, blah. . .” “No, thanks, we only want to look at VCRs” “Well, if you apply today, you can get instant approval, and we’ll give you 10% off of your first purchase”, “No, thanks, we don’t need another credit card”, “Well, if you apply right now, blah, blah, blah. . .” “OK, OK, if it’ll shut you up, we’ll do it” So we fill out the application (did I mention we already had two credit cards? Our credit was almost spotless!), and while waiting for approval, we’re pricing VCRs, and factoring in the 10% off of our first purchase. Fifteen minutes later, we’ve made a selection, and go to find the salesperson so we can get our new credit card. “Oh, sorry”, he says “your application has been denied. Is this the VCR you want to buy?” We walked out of the store, VCR-less, and have never shopped there again.

18

I’ve never heard of an electronics retailer denying credit to anyone before unless they just had a bankruptcy or are in** really shitty** financial shape.

I sincerely recomend you get a copy of your credit report and look it over if you’re quite certain it is “almost spotless.”

Something must not be right.

19

I’ve actually had the opposite problem at Best Buy. Too much help.
I went in to purchase a DVD player as a gift. Looked over a few, a random blue shirt came up to help me out as I made my selection.
“This is a good choice. Can I interest you in a service plan for this machine?”
“(knowing how much of a con the plan is, I politely say) No thank you.”
“You do realize that there are any number of things that can go wrong with the machine and for as low as…”
“I’m not interested.”
“Well, did you know that you can sign up for NetFlix in addition to the DVD player? We’re running a special with them for just $20 a month.”
“This is a gift for someone else. I’ll let them decide on it.”
Satisfied in doing his duties, he wandered off. I went over to the DVD section to look at movies.
Blue shirt #2 walks up, sees my new DVD player.
“You know, we’re running a special with Netflix and can get you set up with all the DVDs you could want.”
“Thank you, I’ve already been asked. It’s for a gift and I’ll let him decide but I’m not buying anything.”
He walks off. Two minutes later blue shirt #3 arrives.
“We’ve got a special with Netflix that…”
“Not interested.”
Blue shirt #4 (yes, there were four. They all saw my DVD player and smelled blood)
“Netflix…”
“NO!”
It was an almost Pavlovian response now. The urge to kill when I saw a blue shirt.

I finally had enough and went up to the counter with my purchase.
“Has anyone informed you about our Netflix deal we’re doing this month?”
“Yeah…I’ve been told once or twice. I’m not interested. Not now. Not next week. Not in a billion years when the Earth is finally sucked downward into the sun’s gravitational well but before we all die a gruesome fiery death and monetary values are no longer a concern. I would still not buy Netflix from you all.”
“OH. OK. Well perhaps you’d like to know about our extended service plan…”

20

We used to love Best Buy, but lately they’ve been pissing us off so we jumped ship to Circuit City. I’ve got to say, the first two visits were great, and the last one was pathetic. We were buying a $10 calculator. The reason we were buying it was because the current one had a really crappy “touch” to the buttons. I’m sure you’ve all experienced the bad touch scenario. Anyhoo, we wanted to test the touch on the new one before we purchased it. Well, Dork Boy said we couldn’t open the package! “Whaddaya mean, we can’t open the package! I’m trying to see if this is what I want, and I don’t want to make a trip back tomorrow (with the package opened) if it doesn’t work out!”

Well, Dork Boy argued and argued until Mr. Echo just took a knife out of his pocket and opened the plastic. Dork Boy drooled and skulked away, a beaten man. It was priceless. He then approached us on the way out and asked us if the calculator was satisfactory. Fighting the urge to really blow his mind, I told him it was.