What is Digg?159 Comments
- schleppo, on 10/12/2007, -3/+109"Best Buy" and "shocked" are like "peanut butter" and "jelly" at this point.
- Astronutty, on 10/12/2007, -9/+89I submitted this to The Consumerist after being completely shocked by the outrageous actions by the area manager.
- finkployd, on 10/12/2007, -6/+55Not to dismiss your story, but do they do anything when you submit to them? Do they try in any way shape or form try to verify or do they just trust that since it's a bad place you (the submitter) are totally correct and unbiased?
- KnytFyre, on 10/12/2007, -3/+48The problem is, if there hadn't been someone in line to stick up for the quiet guy, then the manager would have been successful in voiding the xbox's warranty, making any return impossible.
Add to that the casualness that the manager showed in doing it, in front of the line, in front of the customer, and in a sort of "automatic" way, it makes you wonder exactly what Best Buy is willing to do to not replace something.
I can't say that I'll never shop Best Buy again, but I know that with all the publicity they've received lately, I'll be doing some serious research into any purchase I"m thinking of there, and the other electronic stores will likely be seeing more of my business. - lkjashdflk, on 10/12/2007, -6/+49you know sometimes i wonder if the consumerist is legit.
i mean, making things up to get traffic would be bad right? - cliffzdude, on 10/12/2007, -1/+38The consumerist has very interesting reads sometimes, but their habbit of giving a "lead in" to a story that is about 75% of the ***** story is driving me madd!
I can see a sentence or two, but they take 3 out of 4 paragraphs as a lead in. Then, they give you the whole 4 paragraph (in this case) email. - evanrousso, on 10/12/2007, -7/+35you know what I hate about these consumer empowerment websites, customers treat business like crap a lot more than businesses treat customers like crap.
Lets put it this way, if the customer would have listened to the original employee about the store's return policy, than this mess would not have occurred. It isn't like these people get paid a lot of money and they are all just trying to do their job....but because NOBODY reads warranty/rebate/receipt information you have these retard customers pitching a fit 25 times a day to these poor teenagers who are just trying to make some money.
According to today's consumers having to abide by the policies that are CLEARLY stated on the receipt/rebate/warranty form = bad customer service.
I am not saying that the manager was right in what he did, I am just saying that the problem started with the customer refusing to listen to the original employee who sounded like he had stated the policy clearly to the customer.
I used to work in retail and i despise crappy customers. - trer, on 10/12/2007, -1/+27I have worked retail too and it's a tough job, especially when you are 17, 18, 19 or even 20 years old. People think they are entitled when it clearly says on the receipt what they have agreed to when they purchase the item. Everything is the fault of the unfriendly business. Yes, there are times when business practices are shady and some people have legit gripes, but more often than not, customers are doing return scams, shoplifting, making a mess in aisles, etc. etc. The business is doing you a service by letting you shop in their store. If you can't behave like a decent human being then take your garbage home and stop bothering the store and the other customers.
- Alphateam, on 10/12/2007, -1/+25http://www.bestbuysux.org/
Been up for years. Archives back till January 1999. - JimV, on 10/12/2007, -2/+23I bought my laptop at BestBuy. I knew exactly what I wanted before I even got there....the Gateway that was on sale for $549 in their ad. I figured I could pick it up during my lunch break and have it to play around with all afternoon. Boy, was I wrong. It took 20 minutes for the sales rep in the laptop depart to acknowledge my presence as I stood next to the display case containing the last laptop left. Then, he called someone else to help me while he went back to convincing a mother, who was trying to get the least expensive computer for her kids, that she needed a laptop.
So I waited another 10 minutes for the next rep, who walked over from the video camera department, to help me. He grabbed the laptop for me, and before handing it to me, wanted to know if I had talked to anyone to make sure that I was getting the right laptop for me. I explained to him that I knew exactly what I needed, and this laptop was it. He then asked if I wanted to buy their shizzity pc-cillin and spyware removal for $79. I told him that I wouldn't be needing it, as I have an antivirus provided by my university. So finally after being there for about 40 minutes, I finally make it to a check stand. But then, this guy can't figure which printer comes with the laptop, and has to call someone to help. Then, after 15 minutes, he found out they they were out of hte printer and would have to give me a rain check. Oh god.
After f'n around on his computer for another 15 minutes trying to figure out the rain check, he eventually called someone else to do it. 10 minutes later, some punk from the GeekSquad showed up. Rather than finishing the transaction, he started questioning me again. Making sure I wanted that machine. He tried selling me the antivirus and antispyware crap again, and tells me that the GeekSquad will install them for ONLY $79 (+$79 for the actual programs themselves). I declined. Then he told me about a service that the GeekSquad offers, and he HIGHLY recommended it, that one of their technicians will go on my machine and uninstall all the preinstalled shiot for the bargain price of, I kid you not, $170 dollars. They also would do something they called "optimizing the registry" in Windows Vista. I informed him that I did not need such a service, as I worked for the IT dept in my university, and spend 3 years providing corporate support for a large antivirus vendor, and was comfortable doing all that on my own. Even then, he still tried to get me to bite buy telling me that I didn't want to mess around in the registry because I wasn't Vista certified and that BestBuy was, because they beta tested Vista for Microsoft. I told him I was perfectly comfortable in the registry, and did not want ANY of his extra services.
He finally started ringing it up after being there for about an a half. And then he went for the warranty. That went on for a few minutes before I politely declined, in spite of being rather pissed that I had been there so long and all I wanted to do was get the damn laptop and leave.
So overall, I was at BestBuy for almost two hours, for what should have been a 15 minute transaction. Worst customer experience I have ever had outside of a car lot. - ezweave, on 10/12/2007, -4/+24@catalysis
Read slower:
"I got quite interested and stepped to the side of the lady in front of me and looked at it from about 3 foot away (arms reach). The sticker was in place and had not been removed! The manager then picked at the sticker to my horror and I then quickly approached the counter and told customer, quite loudly, to not let the manager pick at the sticker."
If the manager really did change his mind on the exchange after this, that kind of verifies what the submitter was implying. - pinkfu, on 10/12/2007, -2/+20If you treat good customers badly because you've had jerk customers then you are dooming yourself to nothing but jerk customers.
- lieutenantmudd, on 10/12/2007, -4/+21Well, you claim your name is Steve and you live in Missouri. So I guess your story checks out.
Did the timid customer at least thank you or even realize what happened? - madk, on 10/12/2007, -2/+17We are definitely missing something here...
"The customer asked again to exchange the product because he only had it for less than three months."
Most stores don't honor anything outside of 30 days and hand you off to MS. This article fails to inform us as to how long the customer has actually owned the console.
Buried as I am sick of Best Buy stories. If you don't like them don't give them your money. - profOblivion, on 10/12/2007, -5/+19You'd think it wouldn't be all that "shocking" anymore.
- cgomez, on 10/12/2007, -1/+15"If your store doesn't handle XBOX returns after 30 days then just say that and stand your ground."
Isn't the return policy thirty days? So, why would they? Am I missing something? - xlbartmanlx, on 10/12/2007, -6/+19@ catalysis
Haha, you're kidding right? The fact that the manager was tampering with the sticker is the problem. It wasn't his right to mess with a customer's property in the first place. Had that guy not stepped in, nothing would have been done. Even if Best Buy didn't accept the exchange, the removal of that sticker would have ended any hope of that customer from exchanging the X360 through MS. - FormFactor28, on 10/12/2007, -2/+15Being angry at customers doesn't mean the manager has the right to remove the anti-tamper sticker from a product that is not Best Buy's property any longer. I worked in a Borders Express for three years and had to put up with the worst customers imaginable, but I didn't take out my anger on the customer by trying to rip the cover off their book when they came in to exchange it.
- cliffzdude, on 10/12/2007, -5/+17Damn time out!
@lkjashdflk,
I just took a gander at all of the consumerist's front page articles. I have to admit its the first time I just took a look at what they're carrying for content, vs. something posted on Digg. Alas, it became instantly obvious the consumerist isn't pro-consumer, so much as they ***** HATE BIG COMPANIES.
Not that I'm a big fan of big corporate america, but geeze. These guys get a hard on for anything that even appears to be possibly perceived as questionable behavior by a big company. Alas the consumer is always the pooor little sould who tells the truth, the big company always lies. - djSyndrome, on 10/12/2007, -2/+14His point is that every other story on the Consumerist is winding up on Digg's front page.
- djSyndrome, on 10/12/2007, -2/+13@evanrousso: for the most part, it's not BB's product selection or prices that are a problem. It's when you have to interact with one of their 'employees' that the troubles usually begin.
- n0ia, on 10/12/2007, -0/+11@DryvBy:
The reason there are pro-consumer sites is because most consumers don't have millions of dollars sitting in their accounts at any given time like these mega stores do.
Sure, there are some sucky customers out there, but there are also some sucky retailers out there as well - which is what consumerist is trying to make people aware of.
Who knows what the real intentions were of the manager, all we know is what this guy tells us, but based on personal experience and experience of those you know, you can make the call yourself.
Furthermore, if you're in retail, then your job is to SERVE customers. It is your job to make them happy and satisfied. If they're pissed off, then it is your job to try and make them un-pissed.
You DID sign up for that job didn't you?
Like I said, there are always gonna be problem customers, but that doesn't make it ok for the retailers to try and screw innocent customers over. - Boiler98, on 10/12/2007, -0/+10Because everything on Digg is 100% the truth. [/sarcasm]
- wjglenn, on 10/12/2007, -1/+11For people who already know what they need, BB can be useful. But if you need any kind of advice, pony up the extra few bucks and hit a reputable local shop. It's the same in most retail businesses. For example, if you already know the size and type of shoe that's best for you, chain stores are cheaper. But, if you need someone who knows what they are doing to take a look at your feet and the way you walk, talk to you about what you're planning to do (walk, run, etc.), then a local athletics store can't be beat.
As a tech guy, I like to stand around in the BB computer aisles sometimes and listen to the horrible advice the sales people give their poor unsuspecting customers. Sometimes, I just can't take it and have to interject.
I also don't expect BB to be able to handle my problems aside from the within 30-day returns. I wouldn't let the Geek Squad anywhere near my computer and for other products, I'd much prefer to deal with the manufacturer than the BB customer service. - LembasBread, on 10/12/2007, -0/+8I'm not out to defend Best Buy, but working at a computer store (not Best Buy) has helped me empathize a bit. I hate service plans, you hate them, we all hate them and the only thing we hate more than the actual plan is being askd if we want to buy it. You have to understand that the sales reps hate it as much as you do. Do you know what they say after the store closes? They talk about how much they hate clearanced crap, moron customers, and service plans. I work at the customer service desk, so believe me, I see plenty of this drama. However, sales reps, especially those selling systems, are under very high pressure to sell those plans. You see, the computer you buy give very little money, if any to the store. In fact, the markup usually just pays for shipping and sometimes the store actually has negative profit margins on computers. That is why the rep has to sell you the plan and the installs and the cables. If they don't, they are fired. Plain and simple. The people who do it don't like it, the people who make them do it don't like it, and the people who make the people make other people do it don't like it, but guess what? That is what it takes to be competative in retail. Pretty much everyone gets the shaft except the CEO. Let me give you a few ways to piss of your sales/customer service rep.
1. When you return something, put it back in the damn box. We hate nothing more than being handed a piles of junk and a box in 2 seperate pieces. Yeah, blister packing sucks, but if we can do it, so can you.
2. Pay in lots of change or cash in general. Yes, cash is a legitimate way to pay, but it is slow and is a pain in the ass. Cash causes till variences and small bills/coins on a large purchase just increase that chance. That is why cash sucks.
3. Don't lie during your return. If you are going to lie, at least plan it well and plan it ahead of time. We've heard it all and we know when you're *****. We will usually tell our colleague about your ***** as soon as you leave the counter.
4. Don't stick around after close and if you do, get your stuff and get out. The store hours are posted for a reason and you are holding up everyone.
5. If you are going to argue policy, you had better know your ***** because the sales rep or customer service rep usually does. Stores like Best Buy usually have legit. policy, but the employees are under such pressure to meet their quotas that they usually bend and break them to do it. I had an agument with a customer about tax exemption the other day and I finally was so pissed that I went and grabbed a copy of the state law and pointed out his stupidity. He proved his ignorance further when I wouldn't let him make any changes to his tax exempt form (he was, however, welcome to fill out a new one) after signing it because, as I explained, it was now a legal document and changing it was illegal for either of us.
6. Lines are there for a reason. You arn't too good to wait in them. I don't care if you have a quick thing, there is a line.
7. If your representative is in the back to do something for you, don't leave. It is a pain in the ass for both of you. If you are really impatient, jsut ask someone else to get him/her for you.
8. You know more than the sales person about computers? That's great. Did you ever stop to think that if this sales/customer service person knew such a plethora about computers that they probably wouldn't work for $9 an hour in a retail store?
9. Why does everyone expect their electronics to last forever? You buy new clothes when they wear out, you buy new tools when they break, you buy a new car when it becomes faulty. Why then does it come as such a surprise that your computer breaks? This is especially true when you don't even know enough to fully use it.
Whew, that was a long comment. I could probably write an article like the "confessions of a sprint employee thread' about this... If someone has a place for me to post it, I would. - humperdeath, on 10/12/2007, -20/+28"Real men of Genius" Here's to you, Mr. Interested customer waiting in the returns line, because of your loud exclamation, this manager couldn't 'rip off' the little lady in front. (tear that sticker now...) And when it is all said and done, you, Mr. Interested customer waiting in the returns line, can sleep better knowing that you helped the lady get her XBOX exchanged (Play the DVD now!) And then enjoy the cool taste of Bud Light! .. (Mr. Interested customer waiting in the returns line...) please drink responsibly.
- evanrousso, on 10/12/2007, -1/+9I shop at best buy at least once a week and I have never had an issue with any of their business practices. I go in there, get what I need and leave.
- Drealoth, on 10/12/2007, -4/+12You should have called the higher ups at Best Buy. This guy got lucky that you were there to stop the manager, but what's to say that the guy won't do it to the next guy who comes in with some faulty hardware? The guy should be fired and probably fined.
- ki85squared, on 10/12/2007, -0/+8@jimv
Sounds like Best Buy customer service reps are becoming more and more like Vista's security prompts. "Are you SURE you don't want the anti-virus?" =P - FormFactor28, on 10/12/2007, -0/+7The article states the store is in Springfield, MO. That's pretty specific since there's only one Best Buy in Springfield.
- lkjashdflk, on 10/12/2007, -3/+10"logic" apparently
- djSyndrome, on 10/12/2007, -3/+9They're the Wal-Mart of the electronics world, putting smaller shops out of business everywhere they lay their roots down. They've even managed to absorb or destroy some larger chains (CompUSA, anyone?) I'm not saying other businesses are better or worse than BB, but competition is good for consumers as it pushes businesses to try harder to earn your dollars. Otherwise, companies become complacent and offer substandard service. Kind of like Best Buy.
- b04155, on 10/12/2007, -0/+6What I got from it is that, somehow, 30 days = 3 months.
- KnytFyre, on 10/12/2007, -0/+6The situation is NOT about whether or not Best Buy will exchange outside of the 30 days, but the behavior of their manager, who tried to void the warranty on the console by picking at the anti-tamper sticker.
- jayhawk88, on 10/12/2007, -0/+6This isn't necessarily commentary on this story, but I used to work computer tech retail at CompUSSR back in the day, and there are three things about electronics retail that I've learned:
1. If you ask the customer if he did something to the item he is trying to return, he will lie about anything he may or may not have done to it.
2. Actually that's pretty much it. Customers lie. Seriously, they'll tell you the sky is purple if they think it will get them a refund/return.
I have seen customers tell store managers they bought a computer less than 90 days ago when our records clearly show it was over a year. I have personally installed RAM upgrades into a computer, have the computer come back with the RAM unseated, while the customer looks me in the eye and tells me that "It must have shook loose on the drive home". I have seen customers try to return computers with processors and video cards missing, and swear up and down that they never opened the case. - munkyxtc, on 10/12/2007, -8/+13I swore I typed digg into the address bar...but some how I ended up at the consumerist website.
But I guess free advertising is free advertising. Afterall, nothing about this great injustice is either shocking or suprising, this type of stuff happens all the time at stores. - sfida, on 10/12/2007, -2/+7This is somewhat off-topic, but I think the Consumerist is a ***** website. I've seen numerous people banned because they've expressed an opinion opposite of the opinion of Consumerist writers, no matter how intelligent their argument is, or whether they're right or not, they get banned regardless. The Consumerist has little tolerance for anyone's opinion other than their own. They even make their bans public, act like they're being witty and intelligent, and proceed to flame the banned commenters. It's pretty much why I stopped reading that website, because I got tired of how full of themselves they [the Consumerist writers] were.
But, this article is really ridiculous, as well. If it's been longer than 30 days, then you're screwed. It's not the fault of Best Buy if you waited 3 goddamn months. - inactive, on 10/12/2007, -6/+11Digg me down if you will, but I work at Best Buy and I agree with.
1. Customer should have dealt with Microsoft over warranty
2. Customer had the option to purchase 2 year replacement plan
3. Manager should not have 'tampered' with the unit.
If they wouldn't let me exchange mine then they won't for anyone else.
What is so hard about Calling 1-800-MY-XBOX?
This is why I hate when I offer a replacement plan to a customer and they refuse...only to come back later demanding an exchange! - socokoolaid, on 10/12/2007, -1/+6Anything on The Consumerist should be regarded as utter ***** until proven otherwise, so I guess this is the perfect story to submit.
- synystar, on 10/12/2007, -0/+4I USED to shop there.... I haven't for some time now. See my comment (rwfaught) on the article at Consumerist.
- nstern2, on 10/12/2007, -3/+7Best Buy will exchange something under the manufacturers warranty. If: A.You Purchased it from them B.You either have your receipt, or have customer service look it up. C .it is a product that can not be sent off to service to get fixed. and D. you get someone competent that works there. I have personally let people exchange an xbox360 outside of the 30 day return period.
- LembasBread, on 10/12/2007, -0/+4The manager's reasom is so BS. MS (Microsoft) is very strict about how they take back xboxs, but they DO take them back. I work at Micro Center and let me tell you the policies that MS has give us.
1. It MUST MUST MUST have the retail box to RTV (return to vendor, in this case, MS)
2. The serial numbers need to match the ones on the transactions - no exceptions
3. The problem description must be detailed. ie. error code #, or dvd drive fails to open
4. Every single component must be returned. Aside from wear and tear, it should look exactly the same
5. A few other minor things I won't bother with as most of you wouldn't get the retail lingo anyways
edit: oh also, if they do bring in a box, the xbox serial needs to match that box.
Many times a customer has come back without their box and here is what we do. We get them a brand new xbox from the box. We take everything they give us and anything they hand us (provided it meets satisfactory conditions, ie. no customer induced damage) and we give them those same things from the new box. We then put their old parts in the new box we just opened. We now have a complete set and the customer has a new everything that they handed us. We then RTV (return to vendor) the unit to MS. This is the procedure MS issues. Of course, we only do this within 30 days (adamant on this one guys, sorry) or if it is under a store-bought warrenty. xbox360s also have a 1-year manufactorer warrenty up from their former 90 day one. That began in 2007 for those of you who did not know. - bdizzlefizzle, on 10/12/2007, -0/+4Alex and Kevin, you HAVE to bring this up on Diggnation!!!!!!!!!!
- wjglenn, on 10/12/2007, -1/+5Amen. Just as businesses need to be responsible, consumers need to be responsible, as well. If you don't like a place, quit whining and stop shopping there. If an employee treats you badly, talk to their manager about it or even write a letter to the company. You'd be surprised how much impact a written letter can still have. Stop scamming return policies and use them the way they are intended so they stick around. And the next time you complain about Big Business, think of all the products and services out there that simply wouldn't exist without big businesses - hardware, software, consumer electronics, cars - all the things you know you love.
- synystar, on 10/12/2007, -0/+3I realize that Springfield isn't a large city...but I didn't think it was THAT small. Okay Astronutty... it's me, who are you? I can't tell from the pic but I can only think of one Steve...
- Astronutty, on 10/12/2007, -0/+3synystar: Roger? Is that you?
- OwdenBowden, on 10/12/2007, -1/+4isn't it about time all of us say NO to best buy. Stop buying from them and they will go out of business and some new company will come out and kiss your ass.
- Rndm_Tngnt, on 10/12/2007, -1/+4XBoxes and iPods outside of the thirty day return policy are supposed to be exchanged through the manufacturer (unless they have a PRP, of course).
- FormFactor28, on 10/12/2007, -1/+4@Ademan
I'm sure it's just a stock photo that consumerist.com acquired from somewhere; it's not hard to do. This is, after all, 2007. And, the Springfield store does look like this anyway, I know this because I went there last Saturday. - synystar, on 10/12/2007, -0/+3Calm down. If that's true, and you have witnesses or evidence, you have good cause to sue and and a good chance of winning. Don't just take offense. Take their money.
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