And you’re right about the correlation between the post content and the post title. Like you, I wrote the title prior to writing the bulk of the post content and I probably should have revised it. Nonetheless, it’s a catchy title and the story of the broken television was the inspiration for the post. So, there you have it…

I would LOVE to see your letter to Best Buy. And, with your permission, I’d gladly post it here within the comments..or perhaps as a blockquote within the post itself. That…would be…AWESOME! :)

Knowing you, I’m guessing you cut that gift card up into tiny pieces and sent it right back to them with a $50 gift card to another electronics store so they could experience what a good customer service experience is like. :)
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It is that point of difference that encourages people to pay a few dollars more, rather than simply seeking out the cheaper price for identical or comparable products. I, for one, am much more willing to pay a little more for the same product from Sears or HH Gregg or Fry’s knowing that if something goes wrong I won’t have to deal with the utter disaster that is BestBuy.

Anyway, my experience ended with me writing a 4-page letter to the corporate office (I’ll give it to you if you want to post it here), and them responding to it by sending me a $50 gift card. It was pathetic.

Based on my own bad experience, I can tell you that businesses risk losing more than just profits; in my case, the Best Buy manager almost lost his LIFE, because I was about 1 step away from jumping over that counter and beating him to death with my bare hands. :)

I’ll make the same criticism about your post that you made about my “Bullshit Prevails…” post: the content doesn’t quite deliver on the expectations set up by the title. The Best Buy story was more like a side note in an [excellent] article about the potential long-term losses caused by bad customer service in a World that’s more connected and can therefore more-efficiently damage your business’s reputation.

In conclusion, I’ll leave you with this list of imperfections from your post, all of which enraged me:

…the reach of those 10 poor service experiences balloons to millions *of* consumers.

Regurgitating corporate policy and hiding behind *a* curtain of standard operating procedure…

Firing off the “we didn’t do it…” and “not our problem…” *cannons*…

DM me your email address and I’ll send you my Best Buy letter. It’s probably the single most eloquent customer complaint in the history of the Universe. Way better than my last blog post. ;)
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