It seems like everyone is always complaing about customer service these days. So many companies treat customers like they are dirt these days that when you get treated right it really stands out. Thought I would share a great story with Best Buy today.
Last summer I bought a new GPS from Best Buy. Normally I don't buy extended warranties but it was cheap enough( $29 for 3 years )that I figured what the heck. If the GPS had any issues in 3 years I could walk in to Best Buy and get it dealt with vs having to deal directly with the mfg.
I only used it a couple times and it worked fine. Recently I upgraded my car radio to one with GPS so I no longer needed the one I got at Best Buy. Threw it on E-Bay and sold it to a guy for a fair price.
Unfortunately, it turns out there was a problem with it I didn't know about( issues with POI's which I didn't use so I didn't know ). I told him to send it back and I would refund the money. I was mortified that it happened as I am as honest as they come but the guy was really nice and even gave me great feedback despite the issues.
( Yes we will get to Best Buy shortly
)
I got to thinking as I was waiting for it to get here that I had bought that extended warranty. I couldn't find the paperwork though and figured I was up the creek. The GPS arrived today so just to see I called Best Buy and they were able to find the info for me on the warranty. The guy on the phone was AWESOME and even setup an appointment for me at the local store for Geek Squad support.
When I got there they checked it out, agreed there was an issue, and took me back to the GPS section to get a new one. Turns out they don't carry that model any longer so I was upgraded to it's replacement( more features and more expensive )at no charge. They cancelled the extended warranty and are going to issue a pro rated refund on that to boot. So I got a new GPS at no charge that was newer and better than the original one. The new GPS cost more than the old one + warranty by $50 as well so this was a good deal for me!
NO hassle or problems at all. There was a slight delay as the guy handling my case was new and he had to be walked through the steps to upgrade a replacement at no charge but it was handled fast and easy.
What can you say but great job Best Buy. Now, I agree this is how it "SHOULD" have gone with my extended warranty but we all know things seldom ever go how they should.
I offered to send the new GPS to the guy who bought the old one instead of a refund to try and do right by him. As long as he agrees that I am now off the hook for any responsibility for the GPS I will send this new one to him. He can register it under his name and deal with the GPS mfg now if any problems do come up( shouldn't as it is brand new ). This way we both win.
Just thought I would share a good customer service story.
for Best Buy
Last summer I bought a new GPS from Best Buy. Normally I don't buy extended warranties but it was cheap enough( $29 for 3 years )that I figured what the heck. If the GPS had any issues in 3 years I could walk in to Best Buy and get it dealt with vs having to deal directly with the mfg.
I only used it a couple times and it worked fine. Recently I upgraded my car radio to one with GPS so I no longer needed the one I got at Best Buy. Threw it on E-Bay and sold it to a guy for a fair price.
Unfortunately, it turns out there was a problem with it I didn't know about( issues with POI's which I didn't use so I didn't know ). I told him to send it back and I would refund the money. I was mortified that it happened as I am as honest as they come but the guy was really nice and even gave me great feedback despite the issues.
( Yes we will get to Best Buy shortly
I got to thinking as I was waiting for it to get here that I had bought that extended warranty. I couldn't find the paperwork though and figured I was up the creek. The GPS arrived today so just to see I called Best Buy and they were able to find the info for me on the warranty. The guy on the phone was AWESOME and even setup an appointment for me at the local store for Geek Squad support.
When I got there they checked it out, agreed there was an issue, and took me back to the GPS section to get a new one. Turns out they don't carry that model any longer so I was upgraded to it's replacement( more features and more expensive )at no charge. They cancelled the extended warranty and are going to issue a pro rated refund on that to boot. So I got a new GPS at no charge that was newer and better than the original one. The new GPS cost more than the old one + warranty by $50 as well so this was a good deal for me!
NO hassle or problems at all. There was a slight delay as the guy handling my case was new and he had to be walked through the steps to upgrade a replacement at no charge but it was handled fast and easy.
What can you say but great job Best Buy. Now, I agree this is how it "SHOULD" have gone with my extended warranty but we all know things seldom ever go how they should.
I offered to send the new GPS to the guy who bought the old one instead of a refund to try and do right by him. As long as he agrees that I am now off the hook for any responsibility for the GPS I will send this new one to him. He can register it under his name and deal with the GPS mfg now if any problems do come up( shouldn't as it is brand new ). This way we both win.
Just thought I would share a good customer service story.