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| - Looking for new electronics and technology to increase your cool factor and make your life more convenient? Check out the Best Buy in Signal Hill.
Dropped into this spot yesterday to have an Acer net-book serviced that was bought in December 2010. Now although most might baulk at extended warranties, it normally pays for itself and I normally pick one up for high-ticket purchases. Glad we bought the extended warranty on the Acer because this thing sucked. It rarely turned on. Processor was slow. Nothing ran on it at the same time when it was actually able to boot-up. Our original request was for a processor that could handle word processing and web-browsing at the same time. Not too much to ask. We were assured that the processor could handle this and more. It turned out to be an epic fail of technology.
They were going to send it in for warranty but I wanted a new laptop. They explained it was not possible. I asked for the manager. They told me the manager would only say the same thing. I politely repeated my request. A couple of minutes later, the manager, Mike, came over, and I explained the situation. Then stated that I am a tech-freak who spends a lot of money @ Best Buy, on high-ticket items such as a MacBook Pro, Bose soundbox, PS3, new Samsung TV, the Acer net-book and more. He listened patiently, looked at our receipt and the net-book, then went and reviewed our account.
He returned and said that he agreed with us and would apply the cost of the laptop to a new purchase. He said it was rare he could return with a smile in these situations but he was happy to say that he could based on our account history and ratio of purchases-to-returns. He also appreciated our friendliness and patience instead of flying off the handle at him. Something I would never do as my PR background is always about removing noise from any conversation.
My friend eventually settled on a beautiful iMac and then also purchased a sick new Samsung TV. All with extended warranty. They also did a free-data transfer to her new external hard drive for free - normally $80 - and then did a privacy-wipe of the memory on the net-book.
Mike and his staff, Shane [iMac] and Andrew [TV], were very professional and took care of everything we needed and more. I already liked Best Buy based on its non-hassling services and only buy my electronics there. They always take good care of us but this time was exceptional. Kudos to Mike and his team.
Moral of the story? It is possible to take-down the big bad boys of retail and hospitality at times. But it all depends on how you do it and if you have a credible gripe. No one, and I mean no one, likes to be yelled at for doing their job and following policy. But patiently stating your case and backing it-up, in this case, our extensive account history, and maybe even a couple references to brand and reputation management, can go a very long way.
Yelp yelp and away.
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