Best Buy Complaint
institutional indifference Best Buy poor customer service - Garmin Nuvi 57LM
I purchased a Garmin GPS today, December 20th at Best Buy but was not offered an extended warranty - today, December 20th - I called the store to ask about an extended warranty and only got useless menu options frustrating me and putting me off from ever returning to a Best Buy - why should I?
It was insulting when trying to telephone the store, getting only an unresponsive menu selection and a complete inability to speak to a human being. I called the 888' number to complain and try to find a human to reply to my complaints which took multiple menu options, hold options and call-back from a representative. It is dehumanizing to have my time trivialized and spent like it matters little.
The call-back option person was in the Philippines; useless and uninformed. She told me to call the store if I had a problem - my problem was in calling the store, the menu options were useless. I asked to be transferred to the USA. She refused and said there is no option to transfer my call. I asked to be transferred to Minnesota; she refused saying there are no options to transfer to Minnesota and to call the store. It was a useless call, a waste of my time and failed of its essential purpose:
I. To talk with a human being about my dissatisfaction with a useless menu system;
II. To complain about how customers are treated including routing my complaint to the Philippines to someone uninformed and unintelligible;
III. To find out if I have an extended warranty option of what I just bought.
I wasted over an hour on this and your customer disservice and [Best Buys] astonishingly self-defeating system called customer service. I will shop elsewhere and only at Best Buy as a last resort. I was going to get a DVD player as a gift for someone which I will now buy [& everything I need] elsewhere.
What a monumentally stupid system Best Buy has adopted. It is a target-rich consumer environment out here, lots of online sellers and competitors who value customers. I have enclosed a reprint attributable to Sam Walton - your customer service personnel [including those in the Philippines] should read it and quite possibly adopt the philosophy.
I have sent this to your Best Buy, Minnesota as a courtesy as well.
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