Best Buy Doesn’t Understand Social Media Or Customer Service
Posted by Mitch Mitchell on Jun 16, 2011
Best Buy seems to be at it again. Of all things, they seem to have forgotten a big time rule in business; have a sense of humor and roll with the punches. Some folks never learn.
All of this comes on the heels of a post I read by Adam Singer of The Future Buzz titled Best Buy Meets Streisand Effect. In it, Adam explains how Newegg, a technology products company, did a commercial where they poked fun at Best Buy. Best Buy decided to respond with a cease and desist letter, which was pretty ominous stuff. Newegg responded the way most of us would; they popped the letter up on their site. You can see a copy of at the link I provided above.
In many communities these days Best Buy is almost the only game in town. Here in central New York, unless you want to find a small store or an office supply company, you can only pretty much get everything you might possibly get at Best Buy. In my opinion it’s one of the reasons they’re one of the worst companies in the country when it comes to customer service. I don’t say this lightly. I know a little bit about customer service and often I have stood or sat at Best Buy waiting to buy something only to be ignored.
At least I’m not blaming them for being racist by ignoring me since I know they do the same to pretty much everyone. My friend Pat wrote about them, calling them WorstBuy, which is a pretty neat play on words, and of course I’ve had my own issues with Best Buy, once writing about it in a newsletter. I even briefly mentioned it when I was talking about my purchase of Windows 7; waiting around while being ignored seems to be a common complaint about them.
Anyway, what’s happened is there’s been an online backlash against Best Buy for the strong arm tactics. It’s showing up in many places including The Consumerist, Techno Buffalo, 404 Tech Support, WebProNews, Maximum PC and a host of others. I’m wondering if they’ll end up getting a threatening letter for posting it like I did with Finish Line.
Here’s the thing. It seems that the companies that are ready to quickly threaten or sue over stupid stuff like this are the ones that deserve to be outed the most. Best Buy could really care less about most of us, but if they ever do decide to try, customer service needs to be the first thing they work on. Sure, when you’re buying a $2,000 TV or a $2,800 set of LG washing machines they’ll genuflect quite nicely to try to get the sale. But when it comes to almost anything else, the employees don’t care, management doesn’t care, and obviously the administration doesn’t care.
By the way, I’m not giving any link love to Newegg either since they killed their affiliate program through Commission Junction, a company I didn’t talk about in my rant against some CJ affiliates because if an advertiser expires, they take out everyone and not just me. Nothing personal this time around, but hey, they took money out of my pocket as well. lol
Anyway, in the long run, social media will be Best Buy’s Pandora’s Box because once the masses start rising, there will be a competitor, one that learns from the bottom up how to treat customers. That’s what killed Comp USA, and what will eventually get Best Buy.
Of course, if Best Buy is listening and it needs a customer service trainer…