DISQUS

dougmeacham · 5 months ago

Adam, Thanks for you post on this. I appreciate your analysis and agree with all the points, including #3

Michael VanDervort · 5 months ago

nice post and observations. Customer Service is all about perception. I thought this was somewhat unreasonably instigated though.

PXLated · 5 months ago

Michael said - I thought this was somewhat unreasonably instigated though.
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Couldn't agree more.

torchio · 5 months ago

Good analysis but I almost have to side with Barry on this one. (even though I I am not a fan of Best buy. Is it just me or are knowledge of tech and shopping at Best Buy inversely related?)

Online and Brick and Mortar are different platforms and deserve different pricing. People pay for convenience and that is what Best Buy provides. When I need something NOW, i begrudgingly drive to best buy and over pay them. If I have time, I order it on amazon, and with prime shipping get it on my doorstep in two days.

Best Buy pays rent, and overhead to provide you convenience and I think you should pay for that..

Oh, and if you tweet someone and they don't respond after 3 messages, I consider continued messaging badgering so I forgive Barry for responding a little peeved..

Danny Brown · 5 months ago

Hey there Adam,

Some great pointers here all round. I think the original conversation (and Doug's follow-up blog post) has probably taken this into a whole new level that maybe neither side would have foreseen or wished for?

Whatever way we look at it, there's no doubt that both sides could have approached it differently - there are lessons to be learned here, from how to react to baiting (intentional or otherwise) to how to converse with a company. Hopefully, as the dust settles, we'll see Best Buy maybe have a more focused customer-centric Twitter account (@BestBuyCares has been suggested) and Doug use normal channels next time. :)

Nice take, cheers!