I had an issue with Best Buy a year ago when they sent me a $25 gift card even though I paid $500 for it. Eventually they sent me a new gift card for $475, but that took a very long time. This past week, someone in my Slack had a complex order issue and was looking for a corporate contact email address. Someone else back when I had my issue suggested to try out forums.bestbuy.com, and while they didn’t resolve my issue (I forgot why,) I did tell the user to give it a shot. Sure enough, 2 weeks later, their issue was resolved.
I don’t know what type of BBY employees are moderating that forum, but they seem to either be super good or have access to escalation paths that just work vs the typical phone escalation path. It sort of reminds me of how the Ticketmaster and Stuhub Twitter accounts are good with issues. I think these companies don’t want bad public press so they put their best CS reps to man those social channels. Either way, if you have a complicated issue that calling in has led nowhere, try to post something on the BBY forums.
I chose to blog about this because I don’t see hundreds of people having so many issues that somehow this trick “dies” unless they decide to shut down the forums, which I honestly didn’t even know it existed.
i’ve had 2-3 issues with BB in recent months that they couldn’t resolve and i just do chargeback with cc companies.