Archive for August 3rd, 2023

Service of It’s Simple: Do What You Say You’ll Do When You Said You Would

Thursday, August 3rd, 2023

New TV sits on an antique table [so it’s slightly askew].

I learned a lesson from my first encounter with a remodeling contractor who kept disappointing us by missing deadline after deadline without warning. If you’re going to be late let customers know so that they aren’t shocked and angry on discovering that the toilet or countertops aren’t installed as promised adding acid to the frustration.

That was decades ago but nothing’s changed. Communicate, confirm, adjust and update or a dissatisfied customer you’ll make. That’s me today.

All I wanted was to buy a TV to replace a broken one. Before I enumerate the remarkably long list of missteps by Best Buy, I want to note that I grade some of the employees I encountered very good to excellent.

High-speed cable

There was no communication between sales, consulting, appointment staff and installation for which I fault Best Buy.

I chose the TV on my visit to the store. I didn’t order it outright because it didn’t come with a pedestal base and I needed to confirm that the table that two feet would rest on was long enough. Further, TV’s no longer come in the size of the one I was replacing, and I needed to check that a larger one fit in the tight space.

The salesman wrote up the order and chose a time for a virtual visit from a consultant to confirm the space and table issues. When I got home, I measured the table. All OK. Nevertheless, to satisfy the store I waited for the phone call/virtual visit scheduled for 10:30-11:00. When nobody called—I had an email confirmation–I contacted customer service that told me my call was scheduled from 2:20-3:00 p.m. and when that also didn’t happen, I called again.

Before I did, I’d tried the associate’s number—it was on the email confirmation–but his voice mailbox was full and he didn’t respond to my email.

Customer service called the associate who immediately called me. He’d never heard of me nor what he was supposed to do. Further, he was unable to accept emails or texts [!] –no Internet connectivity [!!]–so I couldn’t send him a still photo of the space.

So much for a virtual review with a consultant.

It concerned me that the store associate and phone consultant’s measurements between the feet that had to fit my antique TV table didn’t match. In fact, the associate argued with me over terminology. When I said that my table was 33-1/2 inches long, he said they call that the width.

I’d spent enough time on this so we went ahead with the order.

I was alarmed by the confirmation. Missing was my apartment number—there are 500+ apartments here–but more important, I specified delivery could only be made between 9:15 a.m. and 4:00 p.m. The invoice stated deliveries happen between 7 a.m. and 7:00 p.m. As the associate said he would be able to read emails once he left the store I asked for these adjustments both by text and email. No response. Was this supposed to be a pleasant experience?

In addition, I emailed to him a Certificate of Liability Insurance form that apartment management requires of any company sending a worker with equipment. He waited until the next afternoon to fill out and return the form. He never assured me the installers knew of my building’s time constraints and apartment number.

There was an online checklist for customers to fill out before a TV installation. One of the items is: “I have secured a place for the service provider to park.” I think that for NYC residents this item should be deleted. I wouldn’t check it.

I learned that the charge for the installer to remove the old TV was $40. I brought it to the garbage room myself for $0.00. But it gives you an idea of the pretty penny I was charged for installation.

By 5:00 p.m. the day before delivery I hadn’t learned the two-hour delivery time range, as I had been assured I would. I called the customer service number. Nobody works on Sunday. I called and wrote the associate who took the order.

Around 6 p.m. I learned the TV would arrive between noon and 4 p.m. [Two-hour window?] 

Nevertheless I could breathe again. My TV wasn’t going to be abandoned in the package room uninstalled if it was allowed inside.

The next morning I received a second email confirming the time frame. I had errands to run and as I stepped out my front door at 10:30 a.m. the installer called. He was arriving in 15 minutes. Is 10:45 a.m. the new noon?

The Geek Squad installers looked surprised that I didn’t expect them. They did a spectacular job except the cable connection didn’t work. The expert installer diagnosed this as one of two potential problems. I rushed off to buy a high-speed cable and he left for his next appointment. He returned, as promised, to see if that did the trick. It seemed to. The other choice was to contact FIOS for a new cable box. Dealing with another giant corporation would have been overwhelming.

The first night it took a few tries to reach my Netflix account and even though he connected the volume function to the remote, it didn’t always work. My fingers are crossed that everything else goes right. I plan to live with glitches as I don’t have the strength to deal with this operation anytime soon.

Did I mention that Best Buy sent me a survey immediately after I purchased the TV but before the installation? I didn’t fill it out until the TV was working.

How can people who need to be at an office or job work with such slapdash business practices, faulty updates and lack of confirmation? Have you encountered so many problems surrounding one purchase?

I was not planning to secure parking for the installation crew and did not check the box.
Get This Blog Emailed to You:
Enter your Email


Preview | Powered by FeedBlitz