OK so last saturday passed and the General Manager (the manager who watches over a whole range of stores for Head Office) had not called me back. Atleast that was what I thought.
I waited on the phone for about 20-30 minutes (assy hold music) and finally a CSR picked up my call. He opened my ticket and was like "alright I will put you through to the Store Manager and she can help you resolve this issue" and I quickly snapped back that she was one of the people I was having a problem with. He then put me on hold again. He came back and said he had the General Manager and was going to patch me through.
I guess retards have problems using the phones because all he did was hang up on me.
I had to call back and wait again. Luckly it was only about 15 minutes before a CSR picked up. He put me on hold after I explained to him what happened. He then patched me through to the General Manager.
Apparently the General Manager called me on friday (I had the day off). I say Apparently but he did because I had a voicemail when I got into work on friday.
The General Manager was great. Unlike everyone else I talked to he actually listened to the whole story. I could even tell he was getting a little frustrated hearing him sigh on the phone. He actually just trasfered from Windsor to where I live so thats what caused the delay in him returning my call. So that I understand. He setup a time for us to have a meeting. He asked me to meet him at Best Buy on Tuesday between 5-6PM EST so we could go over the issue again and do something to "fix" the damage done. He actually recognised that the problem wasnt one thing but a combination of errors.
I got to Best Buy at around 5:30PM EST. I waited at Customer Service for about 15 minutes while a few CSR ignored me and walked around. I had to go to the front where the 'Greeter' was and have him find "Chris" the General Manager.
So around 6PM Chris came out and was very nice and appologised again for the "massive mistakes" and he asked for my recipt. He started off by marking off as much as he could on the TV.
He brought the TV down to 1800CND when it was 2000CND to start. That in itself was quite the deal and I would have been happy if he had stopped there. He then cut the cost of shipping since the guys were rude to my father, they hit a tree branch and the girl told me the wrong date. So that was an additional 50CND off. Bringing the total price of the TV to 1750.
At this point I was ready to pack my things up and call it a deal. He didn't stop there. He asked me if I was happy with my TV and all the things I had setup with it. I am pretty happy with my setup. I buy all monster cables and spend a fortune doing it. He then asked me if I had a good power bar for my TV. He insisted that having a good powerbar was very important especially with DLP and 3LCD TVs like I have.
So he brought me over to the Monster Power section for home theaters. There were some pretty heavy duty things here. The kind of items you would want but never buy because they are super over priced.
He pulled down the
Monster Cable MKII Home Theatre Power Centre. Its a really really slick power bar that cleans cable signals for Digital TV and the power signals for TVs, DVDs and other things like that. Its a really nice power bar. He gave me the whole salse speach and I liked the product a lot, but with a price tag of 229.99 I really couldnt pull myself to buy it.
Like all monster products the profit margin is very large. The General Manager brought me over to a sales kiosk and the cost on the unit was just over 100 bucks. Chris said he could offer me the bar for 80CND and I was more than willing to pay that. I saved 160 bucks right there.
He though brought me over to the HD TV section and turned to me and said "You got your HD TV Cable right?" and I was like "Um no I didnt get anything with my TV that I didnt pay for" and he kind of got frustrated. He then said "All new HD TVs are suppose to get a free 1 year HD TV package" and I told him "I had mentioned this to a sales person but they didnt know what I was talking about" It was a flat out lie but I had
ment to ask a sales person about it anyway. Regardless I shouldnt have had to ask, this was suppose to be added on as a bonus insentive.
So here's the best part and it has nothing to do with money or free stuff.
As I was walking through Best Buy with the General Manager I could see empolyees geting a little nervous with him around. Hes a big guy and can get you in ALOT of trouble if he wanted. We walked over to the HDTV area and he turns to me and said "Lets get you that HDTV Package" and he grabs the first sales guy he sees.
Guess who it was? Steve, the really annoying TV and Audio Manager who was the person who didnt help Sunshine and me find a TV at all. he was the guy trying to talk us into a Toshiba we didnt want.
The Area Manager looks at steve and says "Hello, I need you to help me. Yarr (ok he said my real name) here just purchased a new expensive Sony HD TV and he has unfortunatly had to go through some of the worst customer service Ive ever heard off. Can you help us out?".
Steve looked at the General Manager with that "nervous" look and then looked at me and realized in an instant that it was him the General Manager was talking about. Steve's face was priceless. His jaw litterally dropped down. His face went a little white and his voice was shaky. He replied "Of course I would love to help" and then General Manager went on. "Well, it seems here that on top of all the problems Yarr has gone through, the person that sold him the TV didnt even include the free HDTV package". Steve even more nervous said "oh" and at this point I was trying not to laugh really hard. I actually think Steve may have Sh!t his pants.
Steve picked out the little DVD box that was a cupon for free digital cable. He told The General Manager that I could call my Cable Provider and get free HDTV with this, I just had to explain they didnt have any cupons. The General Manager grilled him something fearce. He was like "OK Steve can you give me your word Yarr wont have ANY troubles doing this?" and steve was like "Yes, he wont" and then the manager went on to say "are you sure?" and things like "Do you promise nothing will go wrong" and "Cause if something goes wrong I want Yarr to call me and tell me". I then kind of realized that The General Manager must have already known Steve was the guy that messed up with me already because he was really cutting into Steve. When we were done he was like "Youll really enjoy that HDTV" and gave me a kind of smirk that I thought was funny. I think it was clear the Manager did that to show me he wasnt going to go easy on the people at the store.
In the end I walked away with a credit of 170 to my Debit card, a 230CND power bar and 1 year HDTV.
I think I was lucky that the General Manager was a fantastic Manager. He did more than just give me a refund. He listened to my problems, he acknowlaged the mistakes and got frustrated (Im sure he has a lot of paper work to do because of it) along with me rather than at me.
When I left he told me that all the people who I had delt with (using recipts he tracked them all down) during my time had to sit down in a meeting with him to talk about all the mistakes they made and how they were going to avoid doing them again. That was the reason he was down at the store that day, just to chew out the employees who messed up.
In the end I feel like I got what I was looking for. I got a nice bonus for the annoyance and I got to watch Steve piss his pants in fear. You see, Steve probably already got chewed out for the mistakes he made and when the General Manager found out even more stuff Steve must have really been panicing. After all, Steve has only been a TV and Audio Manager for 2 weeks ;p
lol
Oh and the powerbar I got is amazing. The TV image coming in is much cleaner looking. no ghosting and very very little static. Actually I couldnt find any channels that looked like crap. Im going to pick up my HDTV box this afternoon at lunch.
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