Saturday, December 18, 2010

Kudos for Best Buy?

I had some rather unpleasant experiences with Best Buy in the past, and this was no exception. However, when they do something right, it's also worth mentioning.

Earlier this month Best Buy had a promo where you could earn extra Reward Points for purchases totally over certain amounts. One of those was 2000 Reward Points ($20 value) for a purchase totally $100 or more. I ordered a couple of items and the total came to $104.98 before tax.

The first problem I ran into was not knowing where to enter the "2000POINTS" code that entitled me to the 2000 Reward Points. The only field that would accept this code was the Redeem Digital Dollars field. I entered it there and proceeded with the purchase.

A day or so later, I checked my Reward Point balance and there was no record of the purchase, nor was there any "pending" points balance.

I emailed Best Buy inquiring about this. I never got a reply.

I posted the issue on their Facebook page and I did get a reply saying that I should have gotten them and suggesting I check my balance. Not entirely helpful, but it was a response.

I bitched about it on Twitter and a day or two later I got a message from someone who appeared to be a Best Buy rep asking for details. I sent the ma brief summary. They gave me an email address and suggested sending the details to it and I did.

A day or two later I got a reply advising me that my problem was being forwarded to the Reward Zone reps.

This evening a long distance number called my home phone. We don't normally answer them because it's almost always a telemarketer, but my wife answered it anyway. Moments later she handed me the phone and said "Someone from Best Buy headquarters..."

I don't recall the woman's name, but she was apologetic and advised me that I did everything correct in entering the code, and that I did indeed qualify for the points and they had no idea why it didn't automatically add the 2000 points to my Reward Account. She said they were going to look into it, but she also added that she would fix my account so I got the 2000 points that I was entitled to.

I thanked her for the call and that was that.

I think it's pretty cool that a company will actually call someone to resolve a problem rather than let them go through email hoops.

I will add, however, that the call lead me to believe that the points had already been added to my account. I checked an hour or two later and they still did not appear. I'm hoping that it's just a delay and I won't have to update my blog with a rant. :)

I think Best Buy still has a long way to go to improve their customer service (i.e. responding to ALL emails!), but this is a step in the right direction.

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