Posts Tagged With: Customer Service

Best Buy Forgets That Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000

My YEARS of admiration for electronic/appliance retailer Best Buy was single-handedly SLAUGHTERED by one manager recently.  Best Buy was one of the accounts I once “called on” when I worked for Sony.  I was able in those days to see a lot of the behind the scenes at the retail giant and I was generally impressed!  When I worked for Sony I was ever  mindful that I had the power to improve (or damage) Sony’s image for many Best Buy sales associates, I kept this in mind with EVERY interaction with Best Buy employees.  This manager named Kendaryl had the same power for Best Buy and he managed to annul my favorable impression of Best Buy.  I had always prided the company for its outstanding customer service, but one incident with one manager has affected the entire company’s standing with me.  Not that my opinion matters very much – as this manger made clear to me.

I no longer work for Sony and I am disabled.  I live solely on my social security check each month.  It is an incredibly SMALL amount and Best Buy received a large percentage of this income since electronics and gadgets make times when I am bedridden a small bit more tolerable.  During my years with Sony, I also developed a love for electronics that bordered on being an addiction!  With my paltry income each month, in the last year I have bought 2 laptops, a 58″ plasma tv, an iPod Touch and countless items like movies and gadgets from Best Buy.  I was one of the winners in the Best Buy sweepstakes in December – winning a $300 gift card.  I also have a Best Buy RewardZone Master Card.  So it is fare to say, Best Buy GOT MY BUSINESS and I was a LOYAL customer…. as limited as my purchases may have been in the grand scheme …. it was grand in my scheme.

Along with this admiration of Best Buy came a trust.  When I bought one of the laptops the associate recommended Kaspersky Pure Total Security anti-virus software, so I also bought this.  Now, when I bought the second laptop from Best Buy with a larger screen to replace the other laptop also bought at Best Buy…. I also got a new version of Kaspersky Pure Total Security for an additional $99.99 to protect the new computer.  As I tried to load the Kaspersky software, I kept getting a message to uninstall Norton anti-virus.  The Norton anti-virus (I am very anti-Norton) was something pre-installed on the computer, did not show on my list of programs, and could not be deleted via a directory search.  There is no Best Buy where I live, the closest one is just over an hour away, so next time I was close to a Best Buy I went into to ask the Geek Squad for help.  The girl at Geek Squad told me it would be $29.99 to help me remove the Norton so I could install the Kaspersky.

Selling me a laptop with pre-installed software, selling me additional software, THEN charging me $29.99 MORE to be able to use the additional software they sold me is what my father would call a RACKET; as defined by dictionary.com – a dishonest scheme, trick, business, activity, etc.  I asked the Geek Squad associate to get a manager because I did not feel I should be charged for this “service”.  The manager, Mr. Kendaryl explained the policy and why I would HAVE to be charged.  I explained how I felt this was a “racket” and he again began to explain the policy.  I began to get impatient and told him not to explain the policy again, but to listen to me.  I explained how selling someone a product, then when not able to use it, to charge a customer more to be able to use the 2 products together was a dishonest scheme. Guess what he did?  He began to explain the policy AGAIN!

This is where, now in a rage, I said something that also included the F*#K word.  I told him he had to make a choice: 1- install the software I bought from Best Buy on the laptop I bought from Best Buy without charging me extra; or 2 – let me leave as one PISSED OFF customer.  He chose #2.  I told them to give me back my laptop, and my gay ass grabbed the laptop and began my angry priss out of the store!  I did turn around to go back to make sure I had his name right (he was now talking with another manger) and they both GLADLY gave me his name thinking I would never follow through on what they felt were “empty” threats to make as “BIG A DEAL” as I could because of this situation!  I will be forwarding the link to this blog to any of my contacts at Sony and Samsung to see if they have contacts at Best Buy corporate that may care about this issue and also to Best Buy customer service…. I am curious as to whether ANYONE will even care?

I live with Multiple Sclerosis and know how one microscopic scar on my nerve affects my entire body.  This manager named Kendaryl is microscopic in the anatomy of Best Buy, but he has affected the entire organization of Best Buy.  I once worked retail and I KNEW if a customer told me, “DO NOT REPEAT the policy to me again!” – it would be bad to immediately begin explaining the policy AGAIN!  Also, if a manager at Best Buy does not have the discretion to “comp” a simple service like what I needed – seeing the error of such a policy – to be able to keep a LOYAL customer from getting PISSED…. why does Best Buy even need managers?  Why was he not trained to prevent a customer from becoming irate?  Or in this case, why wasn’t he trained NOT to aggravate a customer to the point of making him (me) irate?  Yes…. I did end up IRATE!! lol

I have two $20 RewardZone reward certificates and I am so pissed…. I do not think I will even use them for something FREE from Best Buy!  I guess they did not read Mr. Blackshaw’s book!  I am angry, I have a blog and ironically…. I am averaging about 3,000 views a month!!  😉  Now I have two choices: 1 – explore what company will get the money I had been spending at Best Buy AND destroying my Best Buy RewardZone MasterCard; or 2 – be pleasantly surprised to hear from Best Buy that Mr. Kendaryl will be joining the thousands enjoying President Obama’s improvements to the unemployment benefits program?  I am rooting for #2!!

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Delta Airlines Needs Customer Service Training!

Delta Airlines has been my airline of choice for many years – until now!  I am questioning if I will EVER fly Delta again!  Miss Bass in Claims Services has pretty much ended my great, long time relationship with Delta.  Delta SkyMiles was the very first frequent flier program I joined around 30 years ago.  I even chose SunTrust bank so that my debit card could earn me SkyMiles.  While I have had many enjoyable trips one mistake has now challenged my love and respect for Delta!

My father is dying from Asbestosis and also has Dementia; I have Multiple Sclerosis (MS).  Friends in Las Vegas used their SkyMiles to get me a ticket to visit so I could have a break from this high stress situation!  While the visit went fine, the return home became much more complicated.  I had a 2 hour layover in Memphis and found the flight was also delayed an additional 2 hours.  Gate agents were able to assist me getting a flight to Jackson, MS with less wait.  This was a relief to my sister/chauffeur and our anxious patient/father.

The flight was fast, no need for beverage service because the 28 passengers did not need a beverage in the 1 hour gate to gate flight.  With my MS being active, I was having to use my crutch and was the very last to arrive at baggage claim.  But as the last passenger left and the baggage carousel stopped, my bag was nowhere to be seen.   The girl at baggage claim told me my bag had gone to Jacksonville, FL instead of Jackson, MS; it would be delivered to me the next day and assigned me a claim number.  This was Saturday.

Late Tuesday afternoon my bag had not arrived and the website showed that it should have already been delivered. I had been quite and patient for these 3 days waiting for the process to take care of itself, but with the website not equaling reality, I made a call.  Miss Bass began as a cooperative person making a call to the delivery company to check on my bag then telling me it was in route and would arrive in minutes.  This is where things turned!  I asked for information about compensation for the inconvenience and she told me to send my receipts somewhere. I told her I did not have receipts because since arriving back in Mississippi I was with my sick father, giving a deposition to my lawyer, and making an 8 hour round trip car ride – all while having the same clothes on (my Mom had washed them at least) and suffering great pains because of my MS. When did I have the time or ability to get new clothes or shop to have receipts for anything?

I then asked Miss Bass to transfer me to customer service.  She then told me she no, she would not.  So I asked for the number, she refused to give it to me.  At this point I was IRATE!  I screamed and hollered and she then told me I could go to the website to report a complaint – and I did! In this position, she should have much better customer service skills or at least have someone to refer an unhappy customer to!  This way someone at Delta does not have to deal with a customer while they are irate, but also the customer also has time to write a blog about it.  Even as much time as this took me because of my MS… I still had time to blog about it and still heard nothing from Delta!!  Solving problems quickly should be a customer service goal.

At the beginning of the call, it said the call may be recorded and I hope it was. Better yet, I hope someone from Delta reads the complaint I did send via the website. Few times in my life have I been treated as callously.  Dismissed with no regard. In my complaint I remarked that they could compensate me something for the inconvenience of my bag being delayed 3 days or just to see a copy of Miss Bass’s termination paperwork would also satisfy me!

If this is the new Delta after the merger with NWA, I will surrender my SkyMiles card and even change banks!  It is time for Delta (and other airlines as well) to acknowledge that inconvenience has a price even without a receipt!  Customer service should be given – not asked for!  If Delta does contact me and finds a resolution for this unhappy – now irate customer, I will blog about that also, but to all my readers, let’s not hold our breath for that blog!  In the mean time, I will avoid any business with Delta until they offer some form of apology, but without Miss Bass’s pink slip, flight vouchers or a check, I will not take them seriously!

CUSTOMER SERVICE IS DEAD!

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