Schwankenstein’s Monster

Assortment of Links and Stories of Interest

Best Buy Charges Open Box on Zip-Locked Camera

Best Buy is notorious for having horrible customer service (they are currently running a close second to Comcast in the Consumerist’s Worst Company in America Contest). Tonight I tried to return a JVC Everio camcorder that I bought last week as an open box item. The camera’s recording format does not work natively with Final Cut Pro, which was going to be a problem. Best Buy’s policy is to charge a 15% restocking fee on returns of opened items. I was surprised when they charged me the 15% because the item I returned was a “Open Box Special,” meaning when they sold it to me it came in a zip-lock bag. Should repacking fees apply to products that weren’t packed in the first place?

Restocking fees are becoming increasingly common, but nonetheless reflect a “satisfaction not-guaranteed” attitude that makes me wonder why people still shop at places like Best Buy when so many companies offer better customer service. Costco and Amazon both come to mind as better alternatives, in addition to better return policies they consistently offer better pricing than Best Buy.

What is sad is that Best Buy seems focused on targeting the portion of the market that is least informed about technology and least likely to know when they are getting ripped off.


March 15, 2008 Posted by | Consumer Protection | , | 1 Comment

Shure and Sensaphonics (The Best and Worst in Customer Service)

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March 6, 2008 Posted by | Consumer Protection, Gadgets, Music | , , , , | 11 Comments

What To Say When You Call The CEO’s Office [How To]

What To Say When You Call The CEO’s Office [How To]: “

ceoonphone.jpgThis classic article on the art of ‘turboing,’ escalating your problem to the executive’s office, has some great advice about what to say when you get there. Here’s a line Rob Levandowski, himself a former Tier 2 XEROX customer service rep, uses to get his foot in the door once he reaches the CEO’s secretary:

‘Hello, my name is ________. I’m one of your customers, and I was hoping to speak to (CEO’s name) because I’m really getting frustrated with getting a problem resolved, and I know that your company doesn’t want me to feel that way.’

Rob says this works because if they don’t help you, they’re backed into a corner of seeming like they actually do want you angry and frustrated. And despite what articles on this site might otherwise suggest, most people like to go bed at night feeling like they’re good people. The rest of the article is a really great refresher course on how to win when calling executive customer service.

The Art of Turboing [Macwhiz]
(Photo: Getty)

(Via Consumerist.)

January 16, 2008 Posted by | Consumer Protection, Uncategorized | Leave a comment