Fusion is out!

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Nick R

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First post in two weeks (Thanks for the vacation).

Uhhh anyway. Some of you might remember that I work at Best Buy. Well, last week we had a laptop on sale. Not just any laptop. It was a Gateway (Forget model) for $349.99. Had an AMD E-Series Processor. Which, I didn't realize for a few days, is AMD Fusion. It was a 1.6Ghz CPU, but it had the Radeon 5450 integrated onto the processor package. That thing had a heck of a punch for $350. Graphically outperformed nearly every other under $750 laptop we had.

Now, I want to see it in an everyday laptop in Dual-Core form, with 4GB of RAM.
 
By the time Joe consumer leaves Best Buy with that $350 laptop it will cost them $1000. Geek Squad optimization, anti-virus, anti-spyware, extended warranty for 1/2 the cost of the laptop....

Maybe they are not all that way, but the one I go to is. They don't take no for an answer and I have walked out because of it.
 
Originally Posted By: tmorris1
By the time Joe consumer leaves Best Buy with that $350 laptop it will cost them $1000. Geek Squad optimization, anti-virus, anti-spyware, extended warranty for 1/2 the cost of the laptop....

Maybe they are not all that way, but the one I go to is. They don't take no for an answer and I have walked out because of it.


You have to be assertive. Obviously, the reason they do this is because it works on a certain percentage of people. If you don't want to be in that percentage, then don't let them put you there. Stand your ground and don't walk out if you really want it.
 
I really am not supposed to say this, but I will anyway just so you understand why this happens.

First of all, we have a list of things we have to "offer". Some of them, like the Geek Squad Black Tie protection, I feel are worth it. I always get the 2 year Advanced on my computers. I can do literally anything to that laptop, and get it repaired- or replaced. I've definitely used it.

The setup, well for some people it is worth it. Some people just don't know anything about computers, and they would rather have the Anti-virus installed, cleaned up, etc. Because they just don't want to worry about it.

And this is the big thing, and I hope Bestbuy execs don't read this but- we don't make money on core product. The laptops themselves- we don't make money on. Same goes for Televisions, game consoles... There is no profit on those. Where we, Staples, and every other major retailer makes money on is the "add-ons". Microsoft office, protection, accessories, etc.

I'm not personally trying to screw with anyone. For one, some of it is genuinely a good idea, and for the others, I'm doing my job. For the most part, most blue shirts in most stores are accepting if you don't want it. We have to offer it, but they shouldn't try to force it on you.

Just remember next time you are in there- the guys on the floor are for the most part just doing their job- what they have to do. Don't get mad at them for doing their job.
 
You know, I get a bit ticked off. I don't think most of you have ever worked in this type of retail environment. We are non-comissioned, but we get talked to if we don't get stuff. Too many people have no respect for hardworking people like myself just doing my job. Don't come in and start being a rear end to me for doing my job. Be polite, and that will get you much further. No, you are NOT entitled to return that computer you bough 9 months ago because you dropped it. If you didn't get anything on it, return policy is FOURTEEN (14!) days. It says so on the receipt. If you can't read, that's not my problem.

Problem with todays consumer is that they feel they are entitled to get everything they want. No, we are NOT responsible if your product doesn't work. We don't make it, we don't check it. We can't. We have to assume (as the consumer does) that it will work when you take it home and take it out of the box. Don't walk in with a superior attitude acting like a rear end, because it won't get you far. We are more likely to go out of our way to help if you are polite. And even then, there are certain policies we cannot violate, no matter what. We are a BUSINESS. BUSINESSES are in the BUSINESS of making money. And I will do my job to 1. Keep my job, and 2. Help keep the tens of thousands that work for best Buy in employment.

And no, the customer is NOT always right.

EDIT: Sorry, I'm not really mad at anyone on here. Just frustrated with this issue in general these days. People think working a customer service job in retail is easy- no, it really isn't. Just keep that in mind next time you are in a store- any store.
wink.gif
 
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And how many people that shop in Bestbuy know about things like the ability to print wirelessly? Not many, believe me. The problem is most of the guys on here for the most part know a good bit about computers.

However, these are some of the most common questions I get asked about a laptop"

"Does it come with windows?"
"Can I use a mouse with it"?
"Does it come with a battery?"
"Does it have a CD Drive?"
"How many UBS Ports (intentional error there) Does it have?"
"Does it come with a charger?"


Most of these questions are something most people who know something about computers already know, or would think are dumb. Most people that shop in BBY don't really know much about computers at all. Some of them need Microsoft Office. They don't know they don't come with it. Most of them don't know they need Anti-Virus of some kind. Some people who have dial-up but can't get DSL or Cable don't know that Mobile Broadband exists. My job is to help make sure people get what they need- I would do that anyway. But I also have to do it to help keep the company I work for in business.
 
I know you are doing your job and that is how it should be done. I have just had some bad experiences with my local Best Buy. Nothing against you.
 
Originally Posted By: tmorris1
By the time Joe consumer leaves Best Buy with that $350 laptop it will cost them $1000. Geek Squad optimization, anti-virus, anti-spyware, extended warranty for 1/2 the cost of the laptop....

Maybe they are not all that way, but the one I go to is. They don't take no for an answer and I have walked out because of it.


Funny, I have never gotten anything extra and I never have to walk out. Stand your ground next time.
 
Originally Posted By: PandaBear
Originally Posted By: tmorris1
By the time Joe consumer leaves Best Buy with that $350 laptop it will cost them $1000. Geek Squad optimization, anti-virus, anti-spyware, extended warranty for 1/2 the cost of the laptop....

Maybe they are not all that way, but the one I go to is. They don't take no for an answer and I have walked out because of it.


Funny, I have never gotten anything extra and I never have to walk out. Stand your ground next time.

I did stand my ground. I didn't buy anything including the computer for my mother. The college kid helping me was a nice kid, but then the head sales guy came over and started butting in telling me all the stuff that I needed. I politely refused and stated that I already had anti-virus and Office. I then told him that I didn't need the Geek Squad optimization either as I could do that myself. He then proceeded to question me and basically call me a liar. I was pretty much dumbfounded by this a hole. He says, "You can perform a hundred and some registry tweaks and blah blah blah?" I answered yes and he started laughing and shook his head. He then argued that my Office license couldn't be used on a new computer and I was stupid for running a free anti-virus. By this time the college kid that originally was helping me was looking really uncomfortable and he knew the manager was being an idiot. He then asks me the best question like he was really going to get me. He says "What do you do for a living?" I told it was none of his business. He kept going on about this. I finally told him that I was an engineer and hoped to someday be smart enough to work at Best Buy. I then told him where he could stick his computer and walked out. The college kid actually came out in the parking lot and apologized for his manager which I thought was nice of him. I told him he could thank his manager for losing a sale and that I had nothing against him as he was doing his job. It wasn't the greatest deal anyway so I wasn't out anything. It just took a couple days longer to order something online. I was willing to pay a little extra to get it immediately.
 
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If Best Buy execs read this they won't be surprised to find out that we as the informed public, know there's not much margin in the product itself. It's a cut-throat market out there.

So it's no surprise that all the big names try to up-sell beyond the target item.

It's just like stopping at the gas station, they make little, if anything, at the gas pump. The profits are on the coffee, Coke, snacks...the up-sell items.
 
tmorris1,

You can probably complain to BB HQ and they will probably fire the guy and send you a voucher for a discount, or some goodies for your trouble. I know if I'm the HQ this is the kind of sales manager that I would fire for sure.
 
Originally Posted By: PandaBear
tmorris1,

You can probably complain to BB HQ and they will probably fire the guy and send you a voucher for a discount, or some goodies for your trouble. I know if I'm the HQ this is the kind of sales manager that I would fire for sure.


+1 especially if he mentions that he bought that laptop at a competitor store b/c of that BB guy
 
Originally Posted By: Nick R
You know, I get a bit ticked off. I don't think most of you have ever worked in this type of retail environment. We are non-comissioned, but we get talked to if we don't get stuff. Too many people have no respect for hardworking people like myself just doing my job.


Nick, I mean this with the greatest respect, but "hard work" is not what I would classify being a sales guy as.

When I was your age, paying for school, I worked Maintenance at a large commercial Truck Stop.

I cleaned the washrooms. This means scooping out ladies "Sanitary Napkins" out of the disposal bins when they've crammed them down past the bag and smeared their gooey "TOM" juice all over the dispenser.

This means cleaning up the stalls after "Trucker Tom" ate four plates of Poutine and then literally EXPLODED in the washroom. Four walls of feces.

This means cleaning up a lake of vomit after some drunk teens came in and one of them puked up an entire pizza on the bathroom floor.

But the bathrooms are only ONE of the maintenance jobs.

I had to unload the SERCA trucks for the kitchen. This mean carrying 50x100lb bags of potatoes down the stairs, as many as 100 boxes of french fries, at 50lbs a box, boxes of tomato paste weighing the same....etc. Thousands of pounds of food. And then you got to carry them back UP the stairs to the kitchen umpteen million times during your shift to keep the kitchen stocked.

Mopping the floors. Constantly.

Unloading the water softener from the truck and taking it down to the storage room. These bags were 90lbs and a load was normally around 100 of them.

Taking the garbage (huge bags of food garbage, easily 100+lbs) down to the dumpster and then struggling with all you had to get them up into it. All while fending off the savage dumpster kitties (lol!).

And all this for $7.35/hour.

That was the hardest job I ever had. I did it for two years. Worked evenings and weekends. Sometimes you'd work a 16hr shift (a double) if somebody called in sick. That is a lot of fries and a lot of dirty toilets. And a mountain of garbage.

But it taught me what truly hard work was. And gave me a whole new respect for the people that would willingly spend the rest of their lives doing it. I met some of the most honest and hardest working people there.
 
That is some history with impact, OVERK1LL.

I've found the problem with salespeople, aside from the pushy and deceitful minority, is that enough of the majority (who are decent people doing their job) find it too tempting to stretch the truth, make unfounded promises, etc, thinking that this will tip the scales in their favor to make the deal.

I have also encountered enough salespeople who make no misrepresentations about the product. And the gems who really know about the products they are selling.

I don't know about the Best Buy teams and their orders from above, and I rarely shop there. But the few times I have over the years, I've found the salespeople ignore me, even when I seek their assistance - and the stores weren't busy in these cases. Someone once told me they profile their customers based on some criteria, and train sales reps to only help/hound those who fit the easy spender profile.

Back to the original topic, I am delighted to see AMD bring to market a competitive mobile CPU+GPU!
 
Originally Posted By: Nick R


"Does it come with windows?"
"Can I use a mouse with it"?
"Does it come with a battery?"
"Does it have a CD Drive?"
"How many UBS Ports (intentional error there) Does it have?"
"Does it come with a charger?"


Now if I worked there...

"You see that little flying window stick on it? Yeah...."
"Nope, the Apple cats killed the mice."
"No battery, it runs on a charger."
"Well I'm not sure, the the placard says it has a CD-R/W DVD drive. I don't think so."
"What the *beep* is a USB port? This is a store, not a port, there are no boats in herr."
"No charger, it runs on every lasting battery, Wonka invented it."


Some people are totally clueless.
 
I'm sure Nick_R is a great guy and does his job well. I'm sure there are many clueless people that come into the store and expect someone to help them make the correct decision, not take advantage of them. The salesman need to give good information. If they don't know the answer go ask someone who does instead of spewing [censored]. I like to ask a few questions just to guage the salesperson's knowledge. More for my own curiosity than anything. I once overheard a salesman tell an older guy that the $50 gold plated parallel printer cable would help speed up his ink jet printer. I walked over after the salesman left and told him the $15 would do the same thing. The speed of electrical signals isn't the bottleneck in that printer.
In these cases either the salesperson is stupid and thinks they are giving the correct information or they are blatantly lying to make more money.
 
Ah, I've come to expect the pitch. In fact, I'd be disappointed if I didn't get it. I'd be thinking "What is this guy, some sort of lazy salesman?" I just smile inside, thinking, here we go, he/she is working down their mental punch-list. As long as they don't get pushy, I hate to say "no thank-you" more than once. Who knows, I might actually buy one of the extras. It's just part of the game...
 
Originally Posted By: tmorris1
By the time Joe consumer leaves Best Buy with that $350 laptop it will cost them $1000. Geek Squad optimization, anti-virus, anti-spyware, extended warranty for 1/2 the cost of the laptop....

Maybe they are not all that way, but the one I go to is. They don't take no for an answer and I have walked out because of it.


+1

Amid a few bad experiences with local BB's, I attempted to buy an item online and pick it up at closest store.

To make a long story short, BB online description of item was misleading and led to a very bad experience when I went to shop to pick it up,

This was a few years ago, but I will not put myself in that position again. I will not do business with BB again; .... ever!!

I prefer a positive environment for this and have since found other, more reliable online companies for this.
 
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