Customer Service

Atown

Atown

Christian Gamers Alliance Amazon Store Manager
Staff member
I'll post my story then pose a question for discussion:

I ordered a camera online becuase it had a web special and i went down to do in-store pickup with circuit city. me n dad were there and we looked at extra battery and a starter kit with battery and a bag, $60. We also needed a dvd player they had a decent one on sale for $34. we had a few questions though becuase our old one was acting up and we were curious what cuases and what makes these ones better etc. we stood there for bout 10-12minutes without anyone even looking at us. the people on the floor were either talking to each other or walking around looking important but not really doing much of anything. annoyed we just picked up the camera and left. we went down the street to best buy, where we were greeted at the door, looked at dvd players, talked to a guy who talked about how phillips was better than RCA (the sony one looked nice but im boycotting sony currently till ps3 comes out), the clerk was very pleasant, other clerks smiled and waved and said have a nice day as we walked out with a $54 dvd player, and we went on our way.

Circuit city lost over $100 in business today becuase of simple stuff. Are you willing to go further or even spend a little more for customer service? and how should a business present itself?

one more thing: my dad pulled the sales manager aside and told him he lost $100 in business today becuase of poor customer service and he was furious. sucks to be working at circuit city in silverdale today lol
 
Bestbuy's customer service is very good, maybe its their policy that they have to help a customer.

The best way to know if a customer service person knows their stuff, is to know what you know about the product, to compare if you do agree that they are right.

Are you willing to go further or even spend a little more for customer service?
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My mom spent with one for almost 2 hours, mainly cause he spoke chinese, which made my mom very trustworthy of that customer service person.

Though, we didn't buy it, she was interested with that product.

For me, if I know all about the product, I don't need their help. If I don't know much or not at all about the product, I would need their advice.

and how should a business present itself?
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I don't know, but I do like Bestbuy than Futureshop in Canada since they are better than Futureshop and I like how Bestbuy's arrival products come about the same time as the US. Though, I heard they're together. "Brother/Sister companies" :confused:

When I went to purchase, Resident Evil: Outbreak File#2, since it arrived, I went to Futureshop, looked everywhere, then I asked a customer service person, he told me its not coming. I was furious, I though the release date on that game was wrong. So, I walked across the street to Bestbuy, went to their store, was surprised and happy it was there! Couple weeks later, the game that was suppose to come out before, arrives at Futureshop.
 
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Best Buy has probably the best retail customer service. Except for their computer department. I've talked to some people that didn't have a single clue about the items they were trying to sell me other then get a higher sell.

I've had worse customer service at Circuit City though too, which is sad. But because their computer reps leave me alone except for when I tell them I've found what I'm looking for. So Circuit City get's my rare, expensive computer upgrades.

Bestbuy get's the more expensive, Everything else. I probably spend well over $1,000 a year at bestbuy alone on games and music. lol
 
I to have had horible service at circuitcity and compusa where we just leave cause no one helps us.
 
I've never had good service at Circuit City at any of them I've been in. (several across 3 different states) The only time I've had good service at CompUSA is when I'm wandering in the computer isles like I'm going to by a new system. Best Buy has always had great service no matter what state I've visited them in. In Oregon customer service is horrible as compared to a lot of other states I've lived in or been through as a whole, but it is nice that companies like Best Buy have it built into their culture.

Cory
 
WOW! I am amazed to hear such good things about Best Buy. I cringe at the thought of going in a Best Buy. The reps in the computer dept. know less than I do about computer components and I pity those people who are trying to do more than buy a pre-build computer. It has taken me 30 minutes to get help with MP3 players, forget about trying to find any music or movie titles. All in all, Best Buy is a last resort.

The Circuit City near our home has marginal customer service. The only saving grace is that they reps know slightly more about the products they sell than Best Buy. The prices are usually a bit higher, but the in-stock level is better at Circuit City.

CompUSA...well, I haven't been in one in over 5 years due to a bad customer service experience.

I would rather shop online and have things shipped (if at all possible). So many sales reps either have no idea about the products or are only interested in the commission. I can't even remember the last time I went in a store, electronic or otherwise, where the associates cared more about the customer than anything else. Even when shopping in Sears for a washer, I was swarmed with 6 sales associates. Totally creeped out by it.

Perhaps my expectations are too high for today's society. Perhaps the level of customer service I expect died with chivalrous acts. <sigh> I will pay higher prices for better customer service, but the customer service should at least maintain a miminal level of just that - customer service.
 
So many sales reps either have no idea about the products or are only interested in the commission.
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To be noted, Bestbuy has no commission. Though, I'm not sure if that is true.

http://www.bestbuy.ca/companyinfo/EN/default.asp?logon=&langid=EN

CompUSA...well, I haven't been in one in over 5 years due to a bad customer service experience.
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Luckly for me, I don't live in the US. :D

I pity those people who are trying to do more than buy a pre-build computer.
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Not all of them are bad, a few told us about Laptop on sale for $1,199.99 CDN with Duo Centrino has over 7 hours of battery life! :eek:
 
I'm extremely critical of customer service, or lack thereof. I refuse to tip unless I get service that I feel is at least slightly above what is expected, and I've walked out of Gamestop numerous times because I was pestered about trade-ins or reservations. Now they get annoyed when I walk in Gamestop/EB Games because I announce myself by walking right up to the counter and saying, "I have no trade-ins, I don't want to reserve anything, I'm just here to look, thanks."

In short, yes, I would absolutely pay a little more to get good service. And I also would do exactly what your Dad did, which is let the people know why they're losing my business.
 
from owning an online/home business (www.progresssystemsinc.com) I must say that customer service is key. Since we're small time we can't compete with newegg or dell on bulk discount etc so the only reason why we get return customers is because they can trust us and are happy with our services we provide. So some people will pay more for better service. I personally research anythign I buy, if I can suport it I'll go for price but If I need help or want a warranty I'll spend extra
 
The local Best Buy here has terrible service compared to Circuit City, and CC's service isn't exactly great. I buy everything from NewEgg.
 
Irony:

Went to Circuit City today to check out their bargain bin videogame sale. Ended up grabbing a My Little Pony video for my daughter instead. Walked up to a cash register where a single sales guy was standing and he said, "Oh, um, you wanna buy that... here? We don't normally do that. *pause* But, uh, I'm not really that busy so I can hook ya up this time."

Er, excuse me? I wanted to go off on the guy for acting like he was doing me a favor by checking me out. I mean, what do people normally do when they're standing behind an open cash register?

(A-town, this was in Lynnwood, by the way. So CC stinks on the other side of the Sound, too.)
 
hehehe, yeah no kidding, and you had to spend .085 tax too which sucks
 
WA is one of the highest taxed states in america, i think #2 or #3
 
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