Dear BestBuy:
I just wanted to write you a quick note to tell you how excited I am to be using my new netbook. I am a working professional who is always on the go and am required to carry a work laptop that doesn't allow me access to my personal networking things. I am completely connected. I carry not only a Blackberry but I also carry a Motorla DROID for my personal phone. The netbook was the perfect solution for me. The rep was extremely helpful and knowledgeable that I purchased it from. He helped me set it up and make sure that I was able to connect to the things I needed to connect to. Not only can I update things like my blog, but also track all my fantasy sports on the road.
The Staples employee I bought this from was amazing. In fact I would recommend you start doing your hiring in Dubuque Iowa from that retail location.
Let me give you a little history on myself. I grew up in Minneapolis Minnesota and have been an avid Best Buy shopper all my life. In fact there was a period of time when I even worked for your company and about 2 years ago your company tried recruiting me back. I currently manage a retail location for one of the top 20 Fortune 500 companies in the country. I am a huge advocate of customer experience. I am also a Best Buy Rewards Primer Reward member (which you seem to make a big deal about but apparently means absolutely nothing). In fact the reward points were a topic of argument which I lost during a divorce some time ago and I had to create another account. I am typically someone who will purchase something if I can get my hands on it today. I have also never written a letter to a company to voice my opinion on anything other then exception customer service.
There have been multiple times over the last couple of months since my move to Iowa that I have visited your location. I am sure that you can look up my purchase history. On more then 6 occasions now the employees I have asked for help have either lacked the knowledge of the products and services I was inquiring about or were down right rude. As someone who is in retail this is absolutely unexceptionable.
Here is an example. Last week I walked in to the store to purchase a Logitech Harmony 1100 remote. You had this remote on sale for $349.99 and this is something I have been looking at purchasing for over a year now. Thing is like always at the Dubuque BestBuy there wasn't any product on the shelf (in fact the remotes were in utter distress and scattered everywhere). There was a young lady in the TV section who I reluctantly asked for assistance finding the product I was looking for. As has happened many times I have been shopping in your store she told me it was not available and that I should order it online. She didn't talk to me about ordering it to your location for me to pick up or anything as she stated “we no longer carry this product in the store”. Which I guess would make sense as to why it was on sale (giving her the benefit of the doubt). Then to my surprise I walk in to your store today to purchase a netbook an notice the remote sitting on the shelf (seems a little odd for a product you no longer carry). So I asked for assistance once again from a gentlemen wearing a button up shirt and a BestBuy name badge (I am assuming he was a manager, wish I would have caught his name). He tells me that it is possible the they are no longer carrying the product anymore when I asked him about what the girl had told me the other day. I questioned this because the price was back up to $399.99 and they wouldn't match the price that they had last week even though I was misinformed.
So that is when I decided again to take my business elsewhere, hop in my car and drive across the street to Staples. Staples has now gotten almost $3,000 worth of my business because they are willing and able to informing me about the products I am purchasing (I had never once shopped at staples for anything personal prior to moving to Dubuque). The lack of customer focus this gentleman had, finally set in stone the type of experience I can expect when I walk in to your location. I am now planning on taking the advise of the original rep that I had tried to get help from and order my product online. Great thing about the internet is that I can price match you with other sites. If I have to order something to be shipped to my house I might as well get the best deal. I will be ordering my remote, but not from you. Amazon.com is selling it for $313.07 and I get free shipping from them too. Your total loss in sales from me will be somewhere around $950 in a 24 hour period of time after the accessories I bought for my netbook from Staples as well. Lucky for me the local Wal*Mart typically has better prices on new release blue-ray movies so I will be able to save myself the headache of shopping for those through you too.
In conclusion I just want to say thank you, not only for taking the time to read this but also for opening my eyes up to see that there are other companies out there I can make my purchases at. Loosening my dependence on making purchases at your store will defiantly not only save me time but also money in the future. If you are familiar with “word of mouth economics” 1 detractor takes 7 possible promoters from your business. This location has made me a detractor.
Mr.CellPhish
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