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Best Buy Customer Service?
I entered Best Buy Sunday and asked two workers in the game department when I would be able to pick up my preorder of Doom3. They had to ask a third employee and came up with the answer August 2nd, the next day.
So August 2nd, last morning at around 11:00 am I went to my Best Buy with my preorder receipt which I had been keeping in my wallet ever since I bought the preorder about 6 months ago. I also brought my preorder box. I walked in and asked the host with whom I should speak with to pick up my preordered copy of Doom3. She asked someone else who had to ask a manager to find out the answer. The answer was to speak with someone at customer service.
I go to the customer service desk and explain why I am here and the woman behind the counter literally says " now wait just a minute, I do not understand what you are talking about". Without giving me a chance to reply the woman stumbled off. After a few minutes she returned with the CSM (customer service manager?). His name was Jeff. He asked to see the receipt for the preorder and I took it out of my wallet and showed it too him. To my surprise over the course of 6 months in my wallet the ink on the front of the receipt had deteriorated to the point of being illegible. The back of the receipt with all of best buy's advertising and promotions was immaculate, I could read every word. CSM Jeff then informed me that I was not entitled to my preordered $10 credit towards the purchase of the game. I then went to the General Manager. His name is Cary Cochran. He was not a nice guy. I showed him the preorder box I brought with me and which I had stickered at the front door proving I did not just pick it up off of the shelf. I also showed him the text on the back of the box which states "... figurine of mancubus, exclusive limited run for Best Buy...". I assumed this would prove that I must have purchased the preorder at Best Buy and that the General Manager Cary Cochran would give in, admit that I am right, and run a price change. His simple reply was "without the numbers there's nothing I can do". This is a lie. I work retail (Party City) and believe me, there's always something that can be done regarding customer satisfaction. I told this man that I would take my receipt and stick it in an envelope along with the complete story of everything that had happened to me that day, and also that this envelope would be mailed to a higher up. He then asked if he could help me spell his name. I told him that was not necessary since it was printed on his nametag.
At this point I am determined that Best Buy has in fact stolen my $10 preorder money.
Next Chapter:
I had heard from a friend of mine that the Best Buy 1-888 number has been extremely helpful to them regarding rebates manufacturer's refused to send. I figured I too should give the 1-888 number a try. The first woman I spoke with gave me the proverbial runaround. She said that in order for my satisfaction to continue I would have to prove somehow that I had paid for the preorder. I bought the preorder using a Gift Card which is the same as cash which is untraceable. Or is it? Considering that I have received several Best Buy gift cards being a graduate I really have no idea who gave me what card. Even if I could remember who it was, what chance is there that they have actually kept the information regarding their purchase of the gift card. Furthermore, just because someone gave me a $10 gift card and that they paid for it bears no relevance as to whether that was the particular card used in the transaction for which we have nothing to check against seeing as the numbers are illegible. I asked to speak with any other representative than the one with which I was currently speaking. She said "Ok, but it's not gonna help you out any". She could not have been more correct. I went through every piece of the scenario with this next person and got almost exactly the same response. I asked her if she honestly believed me and in her opinion, was I getting screwed? She replied that almost all retailers require a legible receipt for such transactions and that I was not getting screwed. I asked her if she had ever returned an item to a large chain such as Wal-Mart without a receipt. She brushed me off and told me that situation was irrelevent. Essentially she has now told me to buy Doom3 at Wal-Mart since they seem to have the best customer service. I gave up on this particular woman and I hope my call really was recorded. I tried a third time, only with a slightly more desperate approach. When the person at the other end of the line answered I responded with "may I please speak with the customer service God, if there is such a being?". The person on the other end of the line was not amused, after all it was no woman this time, but a full grown man. After the whole shebang was once again restated I finally was given a tiny peice of compensation. This man agreed to send me a new $10 gift card, but I would not receive it for several weeks. What was this whole deal about? It was about a preorder for a game. What is the purpose of a preorder? Why the purpose of a preorder is to receive the game as soon as possible by reserving a copy. Have I been satisfied? Hell NO!
I think Best Buy deserves this post, what do you think?
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