I recently posted some information about my Xbox 360 problems and how I had a temporary solution to the problem. After which I contacted BestBuy to replace the unit. I had paid and extra $60 or so to warranty the product through BestBuy. At the time it sounded like a good idea. If something went wrong I would just take the box back to BestBuy and they would replace it on the spot. Rather than sending the Xbox back to Microsoft for repairs or replacement.
A week ago the Xbox problem occurred. I packed up all the Xbox 360 parts and pieces and headed on down to BestBuy. I walked inside the store, was tagged with one of those return stickers, and then set my Xbox down at the customer service desk. The girl was somewhat friendly and she didn’t have too many questions about exactly what was wrong with the box. “Flashing red lights,” was about all I had to tell her. She then began to call what seemed like three different departments to figure out who had an Xbox in stock. A look of discontent came across her face as she ended the third call.
“Yeah, looks like we don’t have any in stock. So you can come back next week and we will have some more. Here is your reference number…” She then began to push me on my way so she could get me out of here.
I accepted the fact that I was going to have to wait for a replacement. A week didn’t seem so bad. After all I hadn’t really given BestBuy any notice that my product was bad.
A week passed and I gave old BestBuy a friendly call. I started with the Electronics department. After talking with some guy in the department, he informed me that they had just sold their last Xbox a few days ago. Now that wasn’t right, I could have swore that the girl said she would hold one or have someone call me when they come in.
Maybe just a mistake, but shouldn’t BestBuy correct the mistake?
Another call to BestBuy, this time with a manager this time. After a little talk with him, he told me he would callback after he figured something out. About thirty minutes later I received a call. It turns out that I have a few choices after all. Rather than waiting, I could get a gift card and buy an Xbox 360 on the bestbuy.com website. It is funny how the company was retaining their money. Instead of giving me cash, they offered a gift card so that I could go on the website and purchase the Xbox again.
I’m really not entirely satisfied with BestBuy, and can’t say that I ever am after doing business there. However, the whole event has made me think about this type of business.
When you promise something to a customer and do not fulfill your promise, it is not unreasonable for the customer to get upset- especially when the customer has to wait weeks to see resolution.
Everyday I speak with customers who were told misinformation which led to a very large problem. But the strange thing is that companies don’t have quick solutions to giving misinformation. Most companies only rely on managers to ponder up some solutions which any employee could have done. So why don’t these companies empower all of their employees to solve these problems? It would in turn save customers and the company a lot of time.