I don’t want to pick on Best Buy. I really don’t. I like their products and the services they provide are usually what I’m looking for…it’s the customer service that stumps me. Or at least the 3 of my last four visits have been ripe for writing about. The first two are here and here. Here comes the third.
I went out to the local Best Buy because I knew they carried my target: HD Flip Video Cameras. I was prepared to buy, with a little direction from a member of the floor staff on which model worked best for me. I knew they ranged from $249 to $169 and I was set to spend the higher amount because I want the best of the brand. I knew what I wanted, where it was in the store and the steps that were necessary to get it in my hot little hands – talk, point, pay, leave. You wouldn’t think that would be tough would you?
Once in the department, I pointed to the most expensive of the three Flip Video models. I should point out, one was for $169, one for $179 and one for $249. The descriptions of the products (the tags Best Buy writes of each model’s details) seemed all exactly the same. The one question I had: why is the more expensive one so much more?
Here’s the exchange between myself and Best Buy staff:
Staff: Well, the $179 model films in 720i while the $249 films in 720p. A significant difference in HD quality. Hence why the camera is more.
Me: But your description for the $179 model says it shoots in 720p. So no difference.
Staff: The $249 has built in software while the less expensive model makes you pay for the same software online. (What?! So the camera is useless when I walk out the store until I spend MORE money?)
Me: But on your description, it says the less expensive model has built in software too. Again, no difference.
Staff: It’s $70 more expensive because it’s smaller and made of metal.
Me: That’s stupid. (FINALLY the truth…which was, by the way, printed incorrectly on their tags with the size dimensions actually being bigger for the more expensive one. A typo yes…but at this point, an insult to injury).
I asked another staff member the same question and he immediately started in, “well one shoots in 720i…” Arrrrgghh. At least he sticks to the script.
How am I supposed to make the right buying choice when I’m given the wrong information? The only explanation from the three staff members I dealt with (one a manager) was, “that’s what I was told.” Ouch.
BEST BUY Conclusion:
Friend Zone – I just don’t like you in “that way.” Are you kidding me? This is our third bad date out of four…and this time you give me excuses and misinformation. How am I supposed to want to build a relationship on that? Sorry, it looks like I may just use you when it suits me. I was hoping for something more meaningful.
Service Rating System:
Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.