Why Customer Service is Important in Business

I’ve been a Best Buy shopper for as long as I can remember. At one point, I even worked there. Recently, there have been a few red flags raised in reference to some of the bad customer service decisions they’ve made recently when I’ve gone in to make purchases.

The most recent example of this came when I brought a 10% off coupon in to the store to use on a new cable modem I was getting for a service upgrade I’m having done at my home. To my surprise, the cashier denied the coupon because the word modem didn’t appear anywhere on the coupon printout (even under the list of exclusions).

As I scanned the list of applicable devices, I noticed one word that is clearly associated with the device in question. Networking is covered by the coupon, and I can’t think of any device more suited to the term than one that connects your existing network to the Internet. In fact, the only port (other than the coaxial) is a networking port. The very purpose of this device is to interact with and route information to and from your network. Why wouldn’t this be covered under networking? Cable modems are even sold in the networking area of the store – right next to routers and switches.

What’s more disturbing, is the computer system itself denied the coupon. This is either a clear indication of intentionally bad business practices or a lack of basic technical understanding on the part of the person or persons responsible for promotional offers. In either of these cases, Best Buy should know better and honor their promises. A coupon that is made with the intention of bringing customers in only works if it’s honored by the retailer.

So, over an amount of less than $10, Best Buy has lost me as a customer. The hundreds, if not thousands of dollars in profit I could give them in the coming years is now going to go to another retailer that believes in respecting their offers. This is just another reason why customer service is important in business. If the local store had the foresight to correct the problem and provide proper customer service, they could have saved a customer and avoided this public outcry for them to do better.

Do you feel I’m in the wrong? Have you ever had a disappointing customer service experience at Best Buy or another electronics store? Leave a comment and tell me about it.

40 thoughts on “Why Customer Service is Important in Business”

  1. I had a horror story where I ordered a computer online for in store pickup. I don’t use credit cards, so I used my bank card as a Visa. I ordered the computer, picked it up and went home. Well imagine my surprise when I checked my account and noticed that they had charged me TWICE for the same purchase. 

    I can’t remember how many phone calls I had with them assuring me the charge was merely a “hold” while I kept trying explain to them there was a “hold” for X dollars and also a charge for X dollars so in effect, my account minus double the amount as what I paid. I could not get one of those people to admit they made a mistake. They kept trying to act like this was normal. I had to explain to them, yes, a hold is necessary. Once the purchase is completed, the hold is removed and only the main charge remains. The way this thing was set up, the “hold” on the amount would have been there until the order ‘expired.’ 

    It wasn’t until I took to Twitter that a customer care rep took the reins. It finally got resolved but not after exchanging a bunch of emails (even the rep that found me via Twitter at first tried to say that what happened was “normal”). 

    It was absurd to have to spend hours on what should have been an easy fix. 

  2. I hate it when people get angry over some little mistake.  If say, you bought an expensive computer or entertainment center and something went wrong and they didn’t replace it even though you bought a warranty, sure.  But for this?  That’s just snobberish.  Like getting too many pickles on a hamburger and having to wait because someone has to complain and hold everyone up.  You know there are good managers out there that can take care of even the stupidest problems, but if they aren’t around and it’s just a stupid little thing why make such a scene?  Even without the sale, you had what you wanted at a good price.  Best Buy has always been a good business, maybe they’re not perfect, but why don’t you wait until there’s some real problems to inform us of?

  3. How does it matter if it’s a big issue or a small issue? You could steal a dollar or a million, guess what, they’re both stealing. It says on that paper they’re giving 10% off on networking gear. He’s buying a networking gear, and they’re not giving him that discount. That’s just a very bad business practice, simple as that. 

  4. Could have been easily fixed had a manager been called, but that doesn’t appear to be the case. Mistakes happen, no one is perfect. Also comparing a 10% coupon to theft is just immature and naive.

  5. As a Best Buy employee, I know that most (key word MOST) managers would have certainly taken the discount. It may have been a newer employee that didn’t recognize how to ring out that particular coupon (The Reward Zone Platinum coupons have a different ring-out protocol than regular certificates), but if you were really upset, I’m sure a manager would have tried to resolve the issue. I know that we’d rather get a manager involved than lose a good customer. Give us a second chance. :)

  6. I got a full warranty on a computer that I had just bought. I brought in the computer and the best buy “Geeks” told me they would send away to fix it. 2 weeks later they called me to tell me that the parts my computer needed weren’t covered under the warranty and that it would be cheaper to buy a new laptop over again. They have horrible customer service and a bunch of morons for supposed techie “Geeks” Haven’t gone to another and I NEVER Will!

  7. No, you’re not in the wrong, but it’s silly of you to be shopping there in the first place.  Why spend an extra 15% on the item instead of buying it off the internet?

  8. The analogy wasn’t to compare coupons to theft, but to show that it doesn’t matter if the issue was large or small, it’s still an issue. You obviously are “immature and naive” not to have realized that, but you were probably busy with your name-calling instead of trying to understand what I was trying to say. 

  9. The analogy wasn’t to compare coupons to theft, but to show that it doesn’t matter if the issue was large or small, it’s still an issue. You obviously are “immature and naive” not to have realized that, but you were probably busy with your name-calling instead of trying to understand what I was trying to say. 

  10. Dude I know it might be a big deal for you… But I really don’t think it’s THAT BIG OF A DEAL.. I would personally just go, tell them that it has to be a “networking” device, and even if the system denies it I would put a fight with the manager until he takes the 10% off or just leave it and buy it elsewhere, but I wouldn’t stop buying at Best Buy just because of something that might be a mistake.

  11. Dude I know it might be a big deal for you… But I really don’t think it’s THAT BIG OF A DEAL.. I would personally just go, tell them that it has to be a “networking” device, and even if the system denies it I would put a fight with the manager until he takes the 10% off or just leave it and buy it elsewhere, but I wouldn’t stop buying at Best Buy just because of something that might be a mistake.

  12. Your an idiot, lol. Did you physically damage your laptop? cause thats the only time a part will not be covered under warranty unless you have the top tier Black Tie Protection.

    Get a clue dipshit

  13. Every store has little tricks up their sleev when it comes to sales.  The last thing I purchased at Best Buy was a printer, eight years ago.  The guy I talked too told me it didnt come with ink cartriges, so I bought cartridges.. Cost me an additional $60 for cartridges.  I got the printer home, I open the box and guess what, it came with ink cartridges.  Kinda pissed me off so I took the ones I purchased back.

    Being that it less than $10, its not worth going back to return it.  The video, and not purchasing from them again is enough.  When it comes to computer accessories, I dont go to Best Buy.  I have a Frys electronics down the street and I love it.

  14. I would just wait a little while to let your temper simmer down. I know that I’ve done many things under impulse, some of which I’m not proud of. It’s important to be reasonable with your response, however, don’t accept less than what you expected. This could be a simple error that can’t be corrected. Perhaps the clerk was uneducated about the product you purchased, so maybe they didn’t understand how to categorize it…

    It sounds more like a computer error to me.PS: DId you look at the list of product exclusions — I saw one on the pamphlet. 

  15. I would just wait a little while to let your temper simmer down. I know that I’ve done many things under impulse, some of which I’m not proud of. It’s important to be reasonable with your response, however, don’t accept less than what you expected. This could be a simple error that can’t be corrected. Perhaps the clerk was uneducated about the product you purchased, so maybe they didn’t understand how to categorize it…

    It sounds more like a computer error to me.PS: DId you look at the list of product exclusions — I saw one on the pamphlet. 

  16. Honestly, you’re name calling someone whose grown up enough to know that some people just need to pick their battles. Crying about a 10% coupon to people online to rile them up is just not a good argument to make.

    I bet if the guy just grabbed a modem/router combo it would have worked. In my eyes, a modem does not fall under Networking as that isn’t its purpose. Its purpose is to talk to your service provider, not allow you to share information amongst computers in your general vicinity. Thats what a Router or a Modem/Router does.

    I love the specific use of “Networking port” as well. When its just a standard Ethernet jack that would still need to be fed into a router/switch to router information to your other computers on your network.

  17. So if somebody has the same opinion as you then they’re considered “grown up”? While I’m deemed a kid because you’re opinion doesn’t match mine?

    I’m not trying to call anybody names. If you look at my first comment, I stated my opinion without flaming anyone. Of course, somebody comes along and call me “immature and naive” just because our opinions don’t match. Then from the look of your comment, you think I’m not “grown up” enough because I have an opinion of my own. You wouldn’t say that to my face if we’re discussing this in person, so how about we state our opinions like educated people by leaving out the name-calling. It’s perfectly fine to think differently.

    I’m not even going to go into the argument of whether a cable modem is a networking equipment or not…

  18. A response almost entirely dedicated to how sad you are about name calling. So anyone else who disagrees with me that has a real response?

  19. Who’s going to come out with a real response to someone who says a cable modem is not a networking equipment? Then what would it be categorized as? Cooking Utensil? Maybe you could use the modem to smash your veggie…

  20. Sorry, but a Modem is not *required* for an in-home network to function. If I took my modem outside and destroyed it with a hammer, it wouldn’t stop me from sending files to my other computers within my own network. Period.

    Ninja Edit: And to state the obvious again, I bet his discount would have worked with a Modem/Router combo unit.

  21. But it CAN be connected to a home network to provide internet connection. Sure, it’s not a “required” part of the home network, but it can be a home network peripherals.

  22. Yeah, but do you notice how things that *are* required fall under the networking category at Best buy? Thinks like Ethernet, Routers, and Powerline Ethernet. Theres a reason for that. Because at least 2 of those things are most definitely needed for a network to work.

  23. You can go into the exact technical definition about how the modem is not part of t he networking equipment, but for most consumers, if you walked into a “networking” section, you’d probably expect to see a modem.The thing is it can be argued both ways, so there’s no point in stretching this any long er, so good day sir, it was a nice debate.

  24. You can go into the exact technical definition about how the modem is not part of t he networking equipment, but for most consumers, if you walked into a “networking” section, you’d probably expect to see a modem.The thing is it can be argued both ways, so there’s no point in stretching this any long er, so good day sir, it was a nice debate.

  25. When I was buying my new laptop valued at over $500 I had a reward zone coupon that I had gotten back in January 2011 that said if you spend $100 you get a $10 gift card $200 gets you a $20 and so on up to $500 and up gets you a $50 gift card.  So I went in expecting to get a $50 gift card at check out.  When I get up there they scan the coupon and then scan the laptop and tell me that the coupon only applies to new laptops that come with Windows Vista on it.  I was like “What the?????”  This was 2011 not 2007, why would anyone buy a new laptop with Windows Vista in 2011.  I was half tempted to ask a sales person to show me any new laptop in their store that had Windows Vista on it.  I have done the math and figured out that I have spent around $2,000 at Best Buy in the last 8 months and this is how they treat me.  

    I agree with you 100% Chris that their service has gotten worse lately.  I cannot wait for the new electronics store near my house to open that wont be a Best Buy so that I have somewhere else to go.  I am upset over just $50 but still with the amount of money I can spend there and that I was planning to spend on a new TV and and getting family members new computers I will be doing my business elsewhere now.

  26. Hey dipshit, if a modem is not a networking device then why is it listed in the networking section on bestbuy.com?

  27. Go on bestbuy.com and take a look in the networking category. You will find modems in that section on their own website. Even their own website classifies it as a networking device.

  28. I am in total agreement with you Chris.  And as I remember, you had another pretty shoddy experience with them just a few weeks or months ago didn’t you?  Reading some of these posts, you would think that customers are supposed to just bend over, take it like a man and say, “Please sir, may I have another?”  I work customer service for a living for a company that not too many years ago was sent spiraling downward for consistently providing customers with sub-par service.  I am proud to say that the company has went to great lengths to fix this and now are near the top of the industry consistently in customer service, and things have slowly turned around for us.  Unfortunately, we learned too late the real cost of poor customer experiences and many thousands of customers will likely never use our service again.  

    Customer service is the number one job of any company.  And failing that, what real good are lower prices or convenience?  They will only soothe the sting of bad experiences so long before people just stop coming in the door.

  29. I am in total agreement with you Chris.  And as I remember, you had another pretty shoddy experience with them just a few weeks or months ago didn’t you?  Reading some of these posts, you would think that customers are supposed to just bend over, take it like a man and say, “Please sir, may I have another?”  I work customer service for a living for a company that not too many years ago was sent spiraling downward for consistently providing customers with sub-par service.  I am proud to say that the company has went to great lengths to fix this and now are near the top of the industry consistently in customer service, and things have slowly turned around for us.  Unfortunately, we learned too late the real cost of poor customer experiences and many thousands of customers will likely never use our service again.  

    Customer service is the number one job of any company.  And failing that, what real good are lower prices or convenience?  They will only soothe the sting of bad experiences so long before people just stop coming in the door.

  30. Dude, if it was already on sale then you can’t use the 10% coupon.  Wow, over-react much? 

  31. I would have stood there till i was given a convincing argument about how a device that connects a personal network to a global distributed public network isnt a networking device.

  32. your product was on sale therefore you don’t get a discount with the coupon.  so sorry.

  33. What’s bad is they even steal from their employees with unpaid security checks and having to have employee purchases double checked on their days off

  34. Really? Is that why it was regularly priced and a Best Buy representative reached out to me to explain that it was, indeed, an error on their part? You’re right – I’m the moron.

  35. In business customer and employees are very important part.  On this two things any company belongs and make its future. I read an article and nice content contain in it.
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  36. In business customer and employees are very important part.  On this two things any company belongs and make its future. I read an article and nice content contain in it.
    IT Services Toronto

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