The five stages of Customer Service or what I learned from Best Buy. . .
The following is a mini-excerpt of one day’s experience at Best Buy trying to replace my fourth Xbox 360. Yes, one day before Modern Warfare 2’s arrival on store shelves, the Red Ring of Death appeared.
The experience has 12 chapters. 12. Granted they are short, but they are quite powerful, and the range of emotions expressed within those digital pages is quite noteworthy.
Chapter 3 – The Five Stages of Best Buy Customer Service
Denial
“I’m sorry sir, but we cannot do anything about it. There will be no replacement today because the computer won’t let us do it.” the General Manager Lady said.
“But you have done it before. 3 times.” I responded.
“Yes, but not any more.”
“No, that can’t be. Seriously. It’s why I bought the PRODUCT REPLACEMENT PLAN – see – it says it right here on my PRODUCT REPLACEMENT PLAN envelope – next to the bright smiling people who were able to easily return and replace their products with no worries, hassles, or problems – just like the ad says.”
“Yes, I see that – but you see on the receipt it says “PSP” – that stands for “Product Service Plan” – not “PRP” which would stand for Product Replacement Plan.”
Anger
“Are you kidding me? I was told this was a PRODUCT REPLACEMENT PLAN – see – it says it right here on my PRODUCT REPLACEMENT PLAN envelope – next to the bright smiling people who were able to easily return and replace their products with no worries, hassles, or problems – just like the ad says.”
“Yes, I see that – but you see on the receipt it says “PSP” – that stands for “Product Service Plan” – not “PRP” which would stand for Product Replacement Plan.”
Bargaining
A sense of deja vu hits me for the second time, again and I feel like I am repeating myself.
“Is there someone else I can talk to – surely we can reason this out – this isn’t the first time I have been here.”
“I’m sorry sir, but we cannot do anything about it. There will be no replacement today because the computer won’t let us do it.”
Depression
“Seriously. This can’t be. Modern Warfare 2 is out. I was going to get it.”
“I’m sorry sir, but we cannot do anything about it. There will be no replacement today because the computer won’t let us do it.”
Acceptance
“Ok. Sure. What do I need to do to get it back to me asap?”
“You will need to talk to the geek squad. Please step over here…”
For those interested, it actually ended well – an hour and a half later, well really 4 hours later I walked out with my new Xbox 360 Elite in hand, a copy of Modern Warfare 2, and felt like I needed therapy… the entire story is being withheld pending a movie rights negotiation or if anyone requests more. . .
And thanks to work, I have not yet experienced Modern Warfare 2…. grr.
Dave the Sage
DFV the Scribe
Andre the Defiant
Wes
pg - your humble messenger
hairybeast
Drowning Creek
Mo K.
I want the other eleven chapters as well. I could write a book on the saga of me trying to merely exchange a pair of jeans at Sears for the correct size (they were a gift). They are frickin’ jerks by the way. No receipt and you are totally screwed there but that’s another story for another time.
Dave the Sage
November 10, 2009 at 8:59 pm
Since you get a 7 foot long reciept at Best Buy every time you buy a CD you’d think they’d clearly lay out their returns policy but i guess not.
I think we’ve all had one of these experiences. Customer service is just a thing of the past I think.
thompaine
November 11, 2009 at 10:15 am