Shopping Discussion

Number for head office best buy? (getting no where with customer service)

  • Last Updated:
  • Jan 9th, 2014 4:43 pm
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[OP]
Newbie
May 8, 2013
9 posts
Dracious wrote:
Jan 7th, 2014 1:26 pm
My point is that you complain about wasting time but could have solved your own problem much easier and in a lot less time. Also the egift card option would have eliminated having to go to the store, it would literally have taken 10 minutes, this is what I did when I used a prepaid credit card that happened to insufficient funds for my purchase by a few dollars. I figured buying the ecard for 9 bucks online, and adding that to my method of payment was easier then a phone call to customer service during there busiest time of the year. In the end it took like 5-10 minutes, got my package in a a few days and couldn't be happier.
If you are happy with having to jump through hoops just to make a purchase then good for you. My card was not insufficient funds, it was a Best Buy internal error on their part that should have been corrected by the first CSR I spoke with.

Going into the store is not a solution. I actually asked for them to just ship it to the store at one point which they wouldn't.

The point is Best Buy could care less about customer service. If you are happy with that good for you, as long as you get the "deal" right? I personally am not remotely satisfied with the incompetence.
Jr. Member
Jul 18, 2008
175 posts
26 upvotes
eska46 wrote:
Jan 7th, 2014 1:44 pm
If you are happy with having to jump through hoops just to make a purchase then good for you. My card was not insufficient funds, it was a Best Buy internal error on their part that should have been corrected by the first CSR I spoke with.

Going into the store is not a solution. I actually asked for them to just ship it to the store at one point which they wouldn't.

The point is Best Buy could care less about customer service. If you are happy with that good for you, as long as you get the "deal" right? I personally am not remotely satisfied with the incompetence.
I didn't get a deal I bought a full priced item I really wanted but that doesn't matter nor is that the point.

My point was in my situation I wanted my good as fast as possible so I solved my own problem. Every customer has an option to change billing options so you could at any time tried a different card that would work (as they process hundreds of transactions everyday despite whatever issue you say they have) or use a gift card that would have worked (or egift card). Actually you could have also changed your payment method to PayPal too which would have bypassed best buy processing your credit card as well.

I didn't jump through any hoops I literally spent 5-10 minutes online extra... I would say calling and complaining for 20 hrs or whatever you said is by far more hoop jumping.
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Jun 22, 2012
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Shhanada
eska46 wrote:
Jan 6th, 2014 11:35 am
Hello all,

I am sorry for not replying sooner, it's been a long weekend.

It turns out after speaking to a manager and asking who I can speak to if I am not satisfied with said manager and want to escalate the call, I was told there is no one else I can speak with. The manager will "report him/ herself" but I will never be contacted about it. basically no accountability and I am to rely on the manager to "report" him/ herself. ya ok...
I have had your IDENTICAL experience with Best Buy/Future Shop many many times.

You have illustrated several of the flaws and outright falsehoods in their mostly fake customer service structure.

The numbers you call and the people you speak to are not Best Buy. They are a sub-division (or quite possibly an entirely separate company) that does air quotes "service" only. Their job is to handle calls and complaints on behalf of Best Buy so that the actual Best Buy staff never have to interact with us disgusting customers.

That's why Best Buy Canada claims to have no phone numbers, no emails addresses, and no personnel that are accountable for anything. They might as well be CIA agents.

As such, they have approximately 2 tiers of personnel. They have reps that answer calls, and they have team lead supervisors for escalation. These team leads may or may not have management, I've received various contradictory information about that.

They have minimal empowerment to solve issues. Almost everything they do is collect information and then send it to another department or to the actual Best Buy personnel who remain blissfully insulated.

You're probably thinking this is incredibly inefficient, slow, and subject to inevitable errors that come in when one unmotivated individual types up your issue and send it to another unmotivated individual who changes it and then eventually it may or may not reach the person who can actually deal with it, by which time the facts have been obscured by errors and omissions.

If something involves a certain action or sum of money, it eventually has to to the company for approval before they can do anything.

If you ask for a manager, they will instead give you a slightly more experienced rep who is at best a team lead or supervisor, but will lie to you and say they are the manager if they think that trick will work.

If you ask for the actual manager, they will refer to list of lies and excuses. The manager isn't there. The manager is in a meeting that has no planned duration and may be busy for hours or days. The manager had to leave for a personal emergency. The manager is traveling. Or the best one, there is no manager.

Myself, I'm waiting for several broken promise calls from this imaginary manager since middle of December, so I can neither confirm or deny that he or she actually exists.

I suspect that the escalation process is this:
1) Rep from lowest bid customer contact center company.
2) Team lead from lowest bid customer contact center company.
3) Mangled email containing messed up version of your issue is sent to lowest tier of Best Buy
4) Best Buy person gets this message after a few days and decides if they feel like addressing it.
5) On the off chance they decide to address it, they answer the email and "empower" the contact center company to contact you with a dumb excuse why they're not cooperating, or perhaps they kick along to some other department for more research, like product specialists, refunds, shipping, etc.
6) Unless your issue goes viral on social media or gets on the news, you will never deal with actual Best Buy management.

For problems in-store, the flow is as follows:
1) What store was your issue?
2) Unmotivated third party rep types your issue in an email sent to the store number.
3) Manager at store number contacts you to either resolve the problem or say things that just make it worse.
4) If issue remains unresolved, you go to step 1 and resume an endless loop.

As you have noted, this policy of having store managers police themselves has predictable outcomes in the form of terrible service, inefficiency, and growing customer mistrust.

Customers dissatisfied with these crummy policies are encouraged to send an email to Best Buy Canada. Here's that flow:
1) Customer emails the given address.
2) Email actually goes to the third party service center that's rendered the bad service which prompted you to write the email complaint.
3) Your message is the ignored or in some cases, a useless and irrelevant form letter response is sent.
4) Email is deleted so actual Best Buy personnel will never have to see or hear about bad service.
5) Repeat.

If someone here has worked for Future Shop/Best Buy, please correct me if either of my speculated service flows are wrong.

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