Written by Well, it had to happen one way or another. I’ve been so busy with the new job and the craziness of life that I haven’t had much time left for blogging. And then, tonight happened, and Best Buy pissed me off. And what better way to blow off a little steam after wasting the last 2.5 hours of my life on hold, than to blog about how poorly managed the customer service is when I can’t even get a schmo on the phone to schedule me for a simple appliance repair covered in that amazing Geek Squad Protection Plan they try to sucker you into buying every time you buy something in one of their stores that has more than two moving parts.
Seriously Best Buy? For a multi-million dollar corporation, you sure as hell should be able to coordinate a simple repair request in less time than it takes to have a hernia operation.
Am I wrong here?
So, as I closed in on the 2-hour mark, damn near falling asleep in the chair in my living room, waiting for the fifth or sixth agent of the night to discover me still waiting on hold and politely ask what they could help me with this evening, a little recorded voice broke through the music, encouraging me to head over to the Best Buy Facebook page to share my experience.
So, I did.
Here’s how it went…
And just in case the print in the screenshot is too small, here’s what I wrote…
So, I’m on hold with Best Buy right now…In fact, I’ve been on hold for 1 hour 17 minutes and 21 seconds, and counting. This is my second call tonight. During the first call, I was on hold for over 37 minutes, before someone in the scheduling department apparently hung up on me, prompting me to call back. And then…well, this.
Still holding.
I’ve talked to at least 6 different people tonight. I’ve listened to the same track of bluesy elevator-style music over and over so many times I’m afraid it’s going to haunt my dreams. All I really want to do is go to sleep. But wait…I still haven’t scheduled my dishwasher adjustment. That’s right. Adjustment. The dishwasher works. But apparently the Geek Squad folks who installed it didn’t bother to make sure it fit properly beneath the counter so the door would close. And now, I’m on hold.
A little recorded voice just broke through the music, encouraging me to head over to the Best Buy Facebook page and share my experience. Boy, that was dumb.
Wanna know about my experience Best Buy? My experience is that if it takes your employees almost two hours just to answer the phone and schedule a freakin’ dishwasher adjustment, you might want to consider rethinking your customer service model, because that shit ain’t working. I’m giving you five more minutes, and then I’m going to send you a bill for my time and a formal request for a refund on that amazing Geek Squad protection plan.
And wouldn’t you know, a gal named Tricia promptly responded to me the way she responded to every other complaint on the company’s Facebook page–telling me how sorry she was for my inconvenience, and that Best Buy really cares about me as a customer.
Oh, Tricia. You must feel so dirty at the end of your shift. I sure hope they’re paying you enough to ease your conscience.
In the meantime, I do hope the girl named Agent Nicole gets the big, fat raise she deserves for finally hanging in there with me to get the service scheduled, instead of just passing me off and putting me on hold for an incredibly inconsiderate amount of time.
Nicole, you rock!
Best Buy, not so much.
Lori Romano 