GEEK Squad: Customer Service is Using Your Ears First, Mouth Second

My parents have finally come to the realization they aren’t tech-savy. Not to say they aren’t very intelligent people, it’s just that technology has moved so quickly that you have to be paying attention daily, if not hourly, to be ahead of the curve. Even in the face of this, they decided to purchase a new TV and sound system. Best Buy’s Geek Squad arrived and set it all up. Unfortunately my parents, not being familiar with the products, didn’t know what questions to ask so were not properly informed as to what it couldn’t do. Fast forward a few months and there are some problems. I decided to call GEEK Squad myself.

THE ORDER:
The latest issue with my parents’ TV/sound system is the sound system is analog only while the TV is all digital. Basically I need to convert a digital signal to an analog signal. Even for the non-techies, that sounds like we’re going backwards so there aren’t a lot of products out there that can help. The GEEK Squad did explain this when they did the initial installation. The did. They just didn’t explain it well enough for non-techies (my parents) to understand. So, not being satisfied with this, I decided to give them a call myself. I explained that I wasn’t satisfied with the initial visit, I didn’t need a second one and that I just needed to ask a few questions over the phone. After a brief chat, I left feeling angry, frustrated and with no answers. 

bad customer service is not listening
You would think this guy would be happy to talk to someone

 

THE SERVICE:
So what happened? Well, as I said I wanted to ask them some questions over the phone. Unfortunately GEEK Squad doesn’t do that. Not only do they not do that, they don’t even ask what the questions are to see if they can answer them.

I’ll admit, I may have brought the frustrated tone with me when I was speak to their service provider but that’s no excuse. Here’s the exchange:

Me: I wasn’t happy with the last time you guys were here and I was wondering if I could just ask you a few questions?

Provider: We can set you up with another appointment.

Me:  We don’t need another visit. I won’t be here and my parents might not know what questions to ask so could I ask you some questions?

Provider: We only do appointments sir.

Me: So the first time you were here didn’t go so well. You can’t guarentee it won’t be more of the same for the second trip. I just want to know if I can ask you something over the phone.

Provider: We don’t do that.

Did you notice anywhere in there where they just asked what question I had? It could have been really simple and something he could have answered. He didn’t know. Instead he stuck to his corporate script, ignored my request and didn’t look at how he could fix my problem. Even if he didn’t know the answer to my question, I would have been much better with that than the stonewall response I got.

THE CONCLUSION:

spork, utensil, "customer service",Friend Zone – I just don’t like you in “that way.” A relationship is built on listening. My needs are my needs and if you would rather fixate on you rather than helping me…I don’t know how this can work.

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.

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