I am rethinking future purchases with a certain big box retailer.  Yes, they offer competitive prices, however the operative word is COMPETITIVE.  That means other places may price match, but this is getting off the point. 

A few months ago, I had to get another computer.  I decided to buy it from BEST BUY (BB) on Ala Kawa Street in Honolulu, HI.  The purchase was a story in itself.  The sales person did not know the correct information regarding charges and services suggested in the price of the computer.  It wasn't until we were at checkout that we realized he gave us wrong information.  All four of us, me, my 16-year old son, and two other adults, heard the same thing.  Even with his admission of error, the manager on duty made NEVER approached us to try to rectify the situation.  He only spoke to the cashier and sales clerk when they walked up to him.    

I guess this should have been the indicator of what was to come.  

A couple of weeks ago I received an email from BB regarding the upcoming renewal of the anti-virus software (AV) already installed on the computer.  I had to pay for it even if I didn’t want it.  The email said to call 1-888-BEST BUY (1-888-237-8289) if there were any questions regarding any plan or software renewal.  I had decided not to continue with this particular AV program so I called... 

-The first time I called, I was put on hold for more than 15 minutes until I hung up.-

 -The second time I called, I waited over 8 minutes before I had to go.

-The third time I was on hold, I waited more than 18 minutes before I spoke to anyone on the BB Subscription Software Team.  (By the way, this third call was set up through the BB website where BB calls the customer...And even with that I still waited).

 Racquel (Employee #343xx) handled the call.  She asked for several different ways to find my account.  She asked for a couple of different phone numbers, my name, any other name, and my email address.  Each time she said she couldn't find the account.  I wasn't a very happy customer, but I remained calm.  I repeated the email address, even sounding out each letter with an example (F as in FRANK, etc.).  She asked, "S as in SAM?"  I know over the phone the sound of the letter F and S might be similar, but the example of FRANK is nowhere close to SAM. 

She was very good at interrupting, not listening, and raising her voice.  Long story short...

I have the option to shop wherever I choose.  Moreover, I have the option to share my experience in hopes this doesn't happen to others.  Sometimes the BEST prices doesn't make for the BEST purchase...or the BEST BUY.  It seems customer service is going the way of the dinosaurs...Soon to be extinct.

Buyer be choosey!!!