THE HIGH COST OF LOW PRICES

You're probably thinking, where could this story possibly be going and how does it relate to this blog? After purchasing a new laptop recently, I felt compelled to share this personal story with our readers and we would love to hear your comments.

I grew up giving outstanding customer service. I always took pride in my jobs. On my paper route - customers loved my service and always tipped me well. Working in a bank - I hate waiting in line, so whenever I saw a line, I tried to act with a sense of urgency to make peoples wait a little less. I had my own retail home store - we were written up 35 times in 5 years for our great products, great service and welcoming-soothing atmosphere. I worked for Nordstrom for 2 years who are world famous for their Nordie employees! What the heck has happened customer service in some these stores??? Some of these stores just don't care. They hire breathing bodies to stand around or shuffle around, and do next to nothing. Where has it gone??? It's rare when you do find it. Is it a regional thing?

Back to my story. We have 2 computers in the house and they are both going 8-10 hours a day, usually 6 days a week. WE LIVE ON THEM because of all the blogs we run. If one of them goes down, we die!  Last month, our 2 year old Toshiba laptop died suddenly! We had to run out and buy something right away. BEST BUY came to mind first. I figured we could finance it there. We're in Chicago and we go the Best Buy at 2650 N. Clark St. Usually, I have found the staff at this store helpful and knowledgeable. On this day, it was not so. The store was not busy, yet it was difficult to find someone to help us, and once we did, they were knowledgeable, but just not real helpful. They offer no guidance or advice, just answered our questions, minimally. We're not techies. We need a little guidance. After about 30 minutes we decided on a Gateway. They upsold us another $700 worth of stuff, making our total $1500. They loaded some software on it for us, because they recommended some special  Spyware / Virus program that is not McAffe or Norton. Fine.

 

Get it home and within a few days, the Spyware / Virus program is acting up. I call the store. After being on hold 15 minutes one of the Geeks from the squad said not to worry - everything was fine. 2 weeks later, the software they installed was still acting up. I call the store and ask for a store manager. After 15 minutes they explain he is not available. I explain my problem to the girl, she gives it a Geek and he says I need to bring it in to the store. I explain I really can not be without it, I will be there at 10am when they open the next day.

Next day, I am at the store bright and early. I ask for the manager. I explain my problem and he looks at me with  glazed eyes. It's 10am! How bad could his day be! He walks me over to the Geek Squad and they explain I will have to leave it, they have many customers in front of me! Could be a day or so! WHAT? I said, "just look at and tell me what's wrong with it! It's 2 weeks old, it's $1500, it's not working right and I can not leave it for a day or so!" - So he looks at it and figures out the software was no good that they installed so he installed new software, while I waited. - I really am a reasonable man and try to live by what we talk about on this blog, but bad customer service just pushes my buttons! And keep in mind, I had to spend $100 to transfer all the old files from the Toshiba over to the Gateway and Best Buy does not take returns on laptops after 14 days. This was day 17. So they basically have my hands tied at this point.

Over the next 2 weeks, another problem arose. I called the store. 20 minutes to get a manager on the phone. I start to explain my problem and he keeps cutting me off with store rhetoric. "I am sorry sir, you'll have to bring it in for a few days until we can get to it." - I live 10 minutes from the store! I can't be without this machine for a few days! I offered 2 ideas - 1) exchange it for me and transfer my files for me. He said, "NO. Can't do that until they look at it." or 2) put my order in que, the day my ticket comes up, call me and I will run it down. He said, "No." And  I could not get a refund since my 14 days had passed.

I hung up frustrated and drained. You spend all this money and the store treats you like dirt. And the funny thing is, we had a STAPLES open right down the street from my house, at 4610 N. Clark,  2 years ago. And I am in there at least once a month. There have been 3 occasions where a store manager was called. (No, I am not a complainer!) Twice, a printing order was ran wrong and once something rang up wrong at the check-out. All 3 times, Staples made it right and the manager apologized for the inconvenience. LOVE THAT STORE. I don't expect stores to kiss my @#$. Just treat me and my money with some respect and eat your mistakes. Is that too much to ask?

The moral of the story - a friend fixed my Gateway in less than an hour. And I WON'T be buying anything from Best Buy ever again.  As consumers, we must show our support with our money. Support Staples! Why didn't I buy my laptop from Staples - I am sorry to say, in the emergency of the moment, I thought of Best Buy for electronics. My Staples here is usually understaffed, although the staff is great, it's sort of a self-serve big box store.