Best Buy Customers Must Be Dumb

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I just bought a blu ray player and receiver from Best Buy. The poor sales guy had to act excited and tell me that I could get a 20% discount on HDMI cables with the purchase of a blu ray player.

I said, “Your price for an 8′ cable is $80, so you’re saying I can get it for $64. But I can buy an HDMI cable for about $12 online.

His response was that their brand, Rocketfish was high quality with gold tips. I said, I can get the Rocketfish brand for $12. Why would I buy cables Best Buy? Further in reviews and testing I’ve seen, the picture and sound quality is no different between brands. He knew I was right.

Then to add insult to injury, Best Buy ran an ad last Sunday on a blu ray player and advertised $10 off HDMI cables ($50 versus $60). They must really think their customers are dumb. They have every right to charge what they want but…. if online merchants (not just Amazon) can make a profit selling the identical HDMI cable at $12 (Rocketfish – 8′), that means that Best Buy is marking up the same cable by at least $68 — a minimum 6 times more than their competitors.

I also observed that Best Buy has reverted to a deceptive practice of which they have been accused of in the past (and paid heavy fines). Specifically… “entering into a corporate-wide scheme to institute high-pressure sales techniques involving the extended warranties or as they refer to them ‘Performance Service Plans’. I not only had the sales rep push this on me, but the floor sales manager made two aggressive attempts himself.

Best Buy has already paid out over $200,000 in fines on this same issue (Florida) and in 2009, a class action lawsuit was filed on the same issue. Of course, they admit no guilt.

They are however, guilty of treating their customers poorly.
As the saying goes, “a fish stinks from the head”. It is time for CEO Brian Dunn to take a customer service leadership position and curtail these practices of hard core, pushy sales tactics and misrepresentation of manufacturers warranties.

I urge you to write to him at their headquarters:
Brian Dunn
CEO
Best Buy
7601 Penn Ave
S. Richfield, MN 55423

Tom Wilson
Tom Wilson, former global Sector President at Kimberly-Clark Corporation spent 30 years in consumer products, started up two companies, one manufacturing underground coal mining equipment (Wilson Manufacturing Company, Inc.) and in 2004, The Caregiver Partnership, a national direct to consumer retailer of home medical supplies to the more than 66 million caregivers in the U.S. He is also co-author of Negotiate Anything!, a 30-year longitudinal study of customer service in the U.S., the first of its kind.

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