Sick of Best Buy's push to sell those extended service plans?

[T2T III]

Am I the only one bothered by shopping at Best Buy and the salesperson knows nothing about the item you want to purchase, but knows everything about selling their extended service plan?


My note:

Why is there such a push to sell the product replacement plans in
your stores? Your salespeople seem like they've all been brainwashed by Best
Buy management to sell these plans at all costs. Your salespeople should spend
more time learning about the products that they sell rather than trying to
shove a service plan down a customer's throat for each and every purchase.

I indicated store #273 since you had a space for it and asked for it. However,
this same practice appears to be happening at all of the Best Buy stores that I
shop at in Northern Virginia. Plus, if you tell the salesperson "NO THANKS"
the cashier will also ask you about buying such a plan.

I think these issues are the fault of Best Buy's management. Not only the
management at the local stores, but the higer-up management in the
corporation.

I'm almost to the point that I'm going to stop shopping at Best Buy because of
this practice. Your competition: Circuit City and CompUSA never, ever, ever
apply the pressure to sell these plans like Best Buy does.

I think your company needs to lighten up in regards to pushing these policies.
Maybe some of your more "less informed" customers might spring for these silly
plans. However, I consider myself to be "self insured." Imagine all of the
money that I've saved over the past 5 or 6 years by saying "no" to these
service plans? And, do you know what? None of the items I have purchased have
ever experienced any issues which required them to be replaced.

Please change your policy regarding the "push" to sell these plans.

Thank you,


Best Buy's Response:

Thank you for contacting Best Buy about your recent experience. I'm Kathy with
Consumer Relations.

We're sorry to hear that you had your experience in our store was not up to
your expectation. We train our sales representatives to present the Performance
Replacement Plan (PRP) as a benefit to our customers should their product
require repair. It is not our intention for customers to feel that they were
pressured into buying something they do not desire. We will pass your comments
on to the appropriate department for review.

Thank you for sharing your comments with Best Buy. Please do not hesitate to
contact us with additional questions or concerns.

Best wishes from Best Buy,
Kathy and the Consumer Relations Team

 

[Kaervak]

Originally posted by: wje
Am I the only one bothered by shopping at Best Buy and the salesperson knows nothing about the item you want to purchase, but knows everything about selling their extended service plan?

That's pretty much the reason why I avoid floor people like the plague when I'm in there. Unless I absolutely HAVE to talk to them, I stay far far away.

 

[d33pt]

at least they bothered replying before deleting your message

 

[Anubis]

Originally posted by: Kaervak

Originally posted by: wje
Am I the only one bothered by shopping at Best Buy and the salesperson knows nothing about the item you want to purchase, but knows everything about selling their extended service plan?

That's pretty much the reason why I avoid floor people like the plague when I'm in there. Unless I absolutely HAVE to talk to them, I stay far far away.

yea same here. last time in i stuck a sign to my hat that said " I DO NOT NEED YOUR HELP!"

the looks on their faces was SOO great

 

[Viper GTS]

The boys in blue are only good for two things:

1) Pointing me towards an item if I'm too blind to find it
2) Getting sh!t off the top shelves since they won't let me use their ladders

Other than that they get no recognition from me, & I'm sure as hell not buying their insurance plans (unless I'm buying an RPTV).

You should have seen them when I bought my Kenwood HTB-505's, they really wanted me to buy it.

Nevermind that in a year the only thing I'll be using out of the set will be the receiver.

Viper GTS

 

[SWirth86]

Actually, when I bought a DVD player from Circuit City the sales guy really plugged the product replacement plan...

 

[Sukhoi]

They were pushing Netflix on me today when I was buying a game. :| He wouldn't shut up either.

 

[MichaelD]

Reply from Best Buy Customer Relations Department:

Dear Customer,

We apologize that your shopping experience in store number __________ did not live up to your expectations. Please be assured that we are diligently working and striving to ensure that your Best Buy experience far exceeds your expectations of what a real multimedia shopping experience can be!!!

Please take solace in the fact that should you decide to never peruse the goods on our shelves ever again, that the other 765,433 people PER DAY that PURCHASE an item at our stores nationwide will more than make up for us losing your cheapass business. So you can shove it.

Thanks for shopping Best Buy! Have a super day!!

Up Yours,
Kathy, Chief of Customer Relations for Useless Internet Replies

 

[KingNothing]

You need to check on individual store's policies about this, but in some cases it's worth it to get the plan. If you think the product you're buying will be discontinued during the warranty period, you can take your unit in and get a store credit equal to your purchase price towards the purchase of a better unit. Technology can get a lot better/cheaper in 2-3 years...

 

[newbiepcuser]

I think the Best Buy employees get a $$$ amount per warranty they sale. When I was techie at Micro Center, our sales guy got around $5.00 to $25.00 per extended service plan they sold. The amount of the bonus depends on the total cost of the item.


Depending on the item, I would recommend the extended warranty or not when the customers ask me.

 

[T2T III]

Originally posted by: KingNothing
You need to check on individual store's policies about this, but in some cases it's worth it to get the plan. If you think the product you're buying will be discontinued during the warranty period, you can take your unit in and get a store credit equal to your purchase price towards the purchase of a better unit. Technology can get a lot better/cheaper in 2-3 years...

Maybe so. But, I was purchasing a notebook computer for $549 - and the service plan was $249. Do the math.

 

[Shlong]

One of the Sales guys actually was cool, I bought a playstation way back for $200 I think and he told me to break it when it gets old and a new system comes out, so I did exactly that and returned it and got $200 credit (at that time PS1 was selling for $99 I think) and bought a PS2.

 

[KingNothing]

Originally posted by: wje

Originally posted by: KingNothing
You need to check on individual store's policies about this, but in some cases it's worth it to get the plan. If you think the product you're buying will be discontinued during the warranty period, you can take your unit in and get a store credit equal to your purchase price towards the purchase of a better unit. Technology can get a lot better/cheaper in 2-3 years...

Maybe so. But, I was purchasing a notebook computer for $549 - and the service plan was $249. Do the math.

Holy schnikes!:Q When I bought my $500 (pricematched to $300, but that's a different story) Kodak DC4800 the 2-year warranty only cost $80.

 

[Reel]

I bought an open box tv there and the only discount they would give me was for the price of the warranty plan thing if I bought it. I agreed even though i don't like them. Then I went back a few days later and returned the plan giving me a hell of a deal on the TV.

 

[BillGates]

I think I'm going to get the $40 4 year replacement plan on my new $450 Kenwood CD/MP3 player from there. It's cheap insurance, and will be useful when I like a new model they're selling and mine "breaks."

 

[de8212]

I bought the extended plan on a $200.00 cordless phone, twice. The plan was 24.99, I think. The phone(s) broke and I was able to take both of them back and get a full credit towards anything in the store.

So, basically the plan is worth it in some instances. Besides, I've never had them "push" the plan on me. Just say no and mean it. That's it.

de

 

[nitsuj3580]

it's not just the floor people either. the other day, i went in for the free MS keyboard and the cashier asked me if I wanted the service plan. I almost laughed in his face except I still had to go to CS to pricematch so stayed low key

pretty sad though. Another No. Virginian here. This was at the Pentagon City Best Buy

 

[T2T III]

Originally posted by: nitsuj3580
it's not just the floor people either. the other day, i went in for the free MS keyboard and the cashier asked me if I wanted the service plan. I almost laughed in his face except I still had to go to CS to pricematch so stayed low key

pretty sad though

I've figured out why the cashiers also ask you about the service plan. If you look at the register screen when you're checking out, there's a prompt on the screen that reminds them. Fortunately, only a few cashiers have tried to push the plan to me - and most have kept silent about it.

 

[de8212]

it's not just the floor people either. the other day, i went in for the free MS keyboard and the cashier asked me if I wanted the service plan

I used to work in retail and we would have "secret shoppers" that would come in monthly and would rate their visit. If you didn't do what the company wanted you to do, etc. your manager/district manager would know about it.
It's probably the same at BB. Most of them are probably just doing their job.

de

 

[T2T III]

Originally posted by: de8212

it's not just the floor people either. the other day, i went in for the free MS keyboard and the cashier asked me if I wanted the service plan

I used to work in retail and we would have "secret shoppers" that would come in monthly and would rate their visit. If you didn't do what the company wanted you to do, etc. your manager/district manager would know about it.
It's probably the same at BB. Most of them are probably just doing their job.

de

Yeah, but there's a thin line between doing your job and being over-bearing. If I was a "secret shopper" I would write up half of the sales people I encountered just for being obnoxious.

 

[The Stigenator]

in some cases and in some products the ESP is good to have.. like my friend bought a Xbox and we were pressured a bit .. but then we gave in because it was only 60 bucks.. my oh my a month later the thing breaks and that saved him a lot of money.

In general for TV's and stuff you dont need it. however for things like HDTV, Projection TV, DVD Burners and stuff it might be useful.. otherwise technology is quite stable..

 

[Cfour]

Whats the problem here? Just say "no thanks" and walk away.... is it really that big of a deal? If people are dumb enough to buy the replacement plans, let them.

 

[Zenmervolt]

Originally posted by: Shlong
One of the Sales guys actually was cool, I bought a playstation way back for $200 I think and he told me to break it when it gets old and a new system comes out, so I did exactly that and returned it and got $200 credit (at that time PS1 was selling for $99 I think) and bought a PS2.

You should be really proud of that instance of fraud.

ZV

 

[ScottyB]

Originally posted by: Zenmervolt

Originally posted by: Shlong
One of the Sales guys actually was cool, I bought a playstation way back for $200 I think and he told me to break it when it gets old and a new system comes out, so I did exactly that and returned it and got $200 credit (at that time PS1 was selling for $99 I think) and bought a PS2.

You should be really proud of that instance of fraud.

ZV

He should be, that's the best kind of fraud

 

[911paramedic]

Here is what I posted in another thread the other day:

Originally posted by: 911paramedic
I have had one warranty, and that was one my dad bought for a dvd player he got me a few years back. That is where the problem started.

I had a problem with that player after about 10 plays. Took it to Best Buy service with my warranty in hand. He takes it apart and cleans it while I stand there, says all better. Take it home, still broken.

Go back to BB and try to get a new one.
He says "sorry, it has to be sent away for repairs first"
I say "OK, how long does that take?"
Him "about six weeks"
me "what about a loaner then?"
him "no loaners, sorry."
me "so when it comes back and doesn't work I get a new one right?"
him "nope, has to be serviced three times first"
me "so we are at two already right?"
him "no, when you broght it in I only cleaned it, doesn't count as a service"
me "Get me the %@#@#!%!@# manager"

Yes, after about an hour of this they just gave me a new one. What a load of crap, if I bought it without the warranty I would have just returned the damn thing and saved myself a headache.

Warranties suck arse.

Anyways, I can't sell these if my life depended on it. I've sold 1 warrenty and I've been working here for a couple weeks now. Granted, I'm new but upper management is pushing me to sell these things since Staples lives and breathes these things.

Think that is because they are such a good deal for the consumer or such a profit for the company?? I wonder why they push them so much...