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Best Buy Mobile employee here! Feel free to ask me questions :)

Martimus said:
Excellent point! Though, in this case, I suspect I'd still drive back to the store. In my mind if I got the run-around for a third time from the same department I'd be asking at the customer service desk for the BB Mobile manager, or if that person isn't available, the store's general manager.

I totally understand what it's like to be insanely busy. That said it's just not good business to make promises and not keep them. And it has a reflection on more than just the offending department.
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I completely agree, what I stated was simply reasons, not excuses.

When you get your phone, make sure to fill out the bottom of your receit, there is a survey and I would definitly put that on there. The managers do read those and pay attention. If there is something we are always looking for it's feedback :)
 
Aookay said:
I completely understand this, but this guy has been in the store already,twice.
"I went in last Thursday, 8 July, and spoke with another customer rep. I just found out that I have to attend a funeral next week and need to leave town on the 15th. I asked if I could find out where I was on the pre-order list. She said she was too busy to find out right now but would take my name and phone number (home and cell) and call me back."

I understand we get busy, because I work there and it's quite insane sometimes. It's just a tough spot to be in, considering how he needs to know to make plans, and us because of trying to get everything done.

It is tough to get someone on the phone the answers they need when you have a line of customers at the store, and it's happened daily to me. Being able to balance that is tough, but not avoidable. Usually will save their number on my phone, and call them while doing something else. Having downtime is not something I can expect.

Promises are meant to be kept, though, so I would call them back and say you were told you would be called back in 10 mins.

But, if you need those answers, the best way is always going to be going down to the store. I apologize if this isn't the best solution but it's the best way.
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If you go to the store then you need to wait in line and when its your turn ask where you are on the list, they will have to take the time to check. If you are just standing on the side asking while the employee is already helping someone then they will just shrug you off. If you want something done then you can't back down, just wait in line until they have to help you. If you wait your turn and they still turn you away then thats just bad business and I would have talked to the manager right then
 
Me again! Is asking where you are on the pre-order list for the Droid X against the rules?

Still no call back. As I stated, I have been to the store twice, once to pay my $50 and just last Thursday. I politely waited in line until I was the next customer to be served on Thursday. There was only me and the guy in front of me in the cell phone department. No other customers. Still, the customer rep. said she didn't have the time to look up where I was on the Droid X pre-order list but had the time to take my name, home phone and cell numbers. She said she would call me back! NO CALL YET.

I called the store today, twice, once attempting to get the cell phone department and the phone there just rang and rang. I called back and got a CSR on the phone, politely told her my situation and SHE VOLUNTEERED to call me back in 10 minutes. NO CALL 2 hours later!

Why do CSRs tell you they will call you back if the store is busy and there is no way they can do that? That's two employees from this same store that have promised something and failed to keep their promise!

I could understand if someone called back and said we can't get that information or if they had said that info isn't available yet. But, no, they both made a promise to a paying customer and failed to follow through!

Do I have to make a third trip to this store just to get some information? What's to guarantee that I won't be ignored a third time?

I will definitely be talking to the Store Manager after this. It's a good thing we have more than one BB in San Antonio. Unfortunately, I'm trying to do business with the wrong one!
 
Me again, one last time!

I called the store again and after telling them my name, I was transferred to the Mobile Dept. I sat on hold for 10 minutes (I'm very patient) heard the phone being picked and then set down---I get a dial tone!

I called back and asked for a store manager. He gets on the phone, I explain my situation, all the visits and the recent calls. He says let me find out your information right now. He puts down the phone and comes back two minutes later. He says that if I pre-ordered in the first group, then I will get a phone on the 15th! He doesn't tell me my place on the list which is kind of what I wanted to know. He doesn't apologize for all the runaround I've been getting or anything! Great customer relations - NOT!

Still, why couldn't these other people just tell me what he told me?

I believe I read where BB will call and ask you when you want to come in and pick up your phone. I hope that's the way it's done because I have a long way to drive on the 15th and need to leave town early.

Aookay - sure wished you worked in the store I'm trying to do business with. Sounds like you know what customer service is supposed to be all about. Keep up the good work and remember that customers = your business!
 
Guardsix said:
Me again! Is asking where you are on the pre-order list for the Droid X against the rules?
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I don't know how your store works, but when I pre-ordered mine the guy told me right up front that I was #17, and that that number was covered for both the Iphone and Evo opening day. I am pretty sure that number is on the receipt also
 
LessFilling said:
I don't know how your store works, but when I pre-ordered mine the guy told me right up front that I was #17, and that that number was covered for both the Iphone and Evo opening day. I am pretty sure that number is on the receipt also
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I looked all over my receipt and can't see anything that looks like a pre-order rank number or anything else. Ther are a lot of numbers on the receipt but nothing I can decipher.

When I made my pre-order on 26 June, the customer associate didn't seem to know what I was wanting to do until I said it twice. Then he had to look around for the form!

I've got a bad feeling that this store doesn't have a clue who should be on the list right now and they won't until someone takes the time to look at all the pre-orders and puts them in order and that won't be done until Tuesday or even Wednesday!
 
Guardsix said:
Me again, one last time!

I called the store again and after telling them my name, I was transferred to the Mobile Dept. I sat on hold for 10 minutes (I'm very patient) heard the phone being picked and then set down---I get a dial tone!

I called back and asked for a store manager. He gets on the phone, I explain my situation, all the visits and the recent calls. He says let me find out your information right now. He puts down the phone and comes back two minutes later. He says that if I pre-ordered in the first group, then I will get a phone on the 15th! He doesn't tell me my place on the list which is kind of what I wanted to know. He doesn't apologize for all the runaround I've been getting or anything! Great customer relations - NOT!

Still, why couldn't these other people just tell me what he told me?

I believe I read where BB will call and ask you when you want to come in and pick up your phone. I hope that's the way it's done because I have a long way to drive on the 15th and need to leave town early.

Aookay - sure wished you worked in the store I'm trying to do business with. Sounds like you know what customer service is supposed to be all about. Keep up the good work and remember that customers = your business!
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Sounds like they just don't have the best staff there, but you really shouldn't let them run over you. They can tell you where you are on the list, so make them tell you. You have to demand stuff sometimes. If you don't like the answer then let them know. I normally help 2-3 customers at once, so there is always time to help people. If what happened to you EVER happened to me then someone would know about it and results would happen. Fill out that survey like Aookay said, because yes they do read them and they do post them in the store for the employees to see.

Here is a little tip, call the store, hit 8 after the "Thank you for calling BB of blah blah blah" then the extension is 2270. That will put you right through to BBYM and you will not have to wait on hold so long
 
Guardsix said:
Me again, one last time!

I called the store again and after telling them my name, I was transferred to the Mobile Dept. I sat on hold for 10 minutes (I'm very patient) heard the phone being picked and then set down---I get a dial tone!

I called back and asked for a store manager. He gets on the phone, I explain my situation, all the visits and the recent calls. He says let me find out your information right now. He puts down the phone and comes back two minutes later. He says that if I pre-ordered in the first group, then I will get a phone on the 15th! He doesn't tell me my place on the list which is kind of what I wanted to know. He doesn't apologize for all the runaround I've been getting or anything! Great customer relations - NOT!

Still, why couldn't these other people just tell me what he told me?

I believe I read where BB will call and ask you when you want to come in and pick up your phone. I hope that's the way it's done because I have a long way to drive on the 15th and need to leave town early.

Aookay - sure wished you worked in the store I'm trying to do business with. Sounds like you know what customer service is supposed to be all about. Keep up the good work and remember that customers = your business!
Click to expand...

They will call you the day before to set up your time to come in. Make sure you remember the number you gave them, but they will leave a message as well.

I remember that every day, as I'm sure my other fellow BBYM employee in this thread does as well :) Unfortunalty, there are some people that are not doing well for the Best Buy brand, but like I said, there are ways to make that known from you.

Typicially in there store there is a sign as you are leaving with a number or email address of the store manager, so make sure to send your feedback there as well. It's very heavily monitored, so you will get listened to :)
 
Guardsix said:
I looked all over my receipt and can't see anything that looks like a pre-order rank number or anything else. Ther are a lot of numbers on the receipt but nothing I can decipher.

When I made my pre-order on 26 June, the customer associate didn't seem to know what I was wanting to do until I said it twice. Then he had to look around for the form!

I've got a bad feeling that this store doesn't have a clue who should be on the list right now and they won't until someone takes the time to look at all the pre-orders and puts them in order and that won't be done until Tuesday or even Wednesday!
Click to expand...

The person running the launch will usually get it set up when we get the phones into stock, but we have our folder organized with the time stamp for which each person did their preorder.

Personally, myself, I'll have it organized by the end of today, because I'm off Monday and Tuesday O_o

(good thing too, there is a Droid X hunt tomorrow in LA)
 
screenamesuck said:
Sounds like they just don't have the best staff there, but you really shouldn't let them run over you. They can tell you where you are on the list, so make them tell you. You have to demand stuff sometimes. If you don't like the answer then let them know. I normally help 2-3 customers at once, so there is always time to help people. If what happened to you EVER happened to me then someone would know about it and results would happen. Fill out that survey like Aookay said, because yes they do read them and they do post them in the store for the employees to see.

Here is a little tip, call the store, hit 8 after the "Thank you for calling BB of blah blah blah" then the extension is 2270. That will put you right through to BBYM and you will not have to wait on hold so long
Click to expand...

Good points here, and definitly use the extension, as it goes straight to our phone. (we have two though, I don't know why...)

If you have to be forceful, do it. I certainly would if I didn't get the answer I wanted first time around.

Actually, this happened already once, at the Verizon store this week. Regarding the X. They put me on their call back list last week, and that was cool. But then I went in yesterday to make sure my upgrade change went through, and curiously asked them if I was on the list and what time they opened.

Except, I wasn't on the list, but they penciled me in for an appointment at 7. If I had never went back in, would of never heard from them :(
 
T66T said:
heres a question: i already preordered my droid x on july 5th, but my line isnt the primary line on the account. however, my eligibility upgrade is in august and my contract end date is in december. will i only have to pay 150 the day i pick up my droid x?
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ohnono said:
Yes that is correct if you're getting your phone through Verizon.
If you are getting your Droid X anywhere else you may not get the NE2 discount. Which means you be paying 200.00
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i don't get the ne2 discount as i'm not the primary line, and i guess i won't be getting the phone through verizon since i preordered it at best buy. this question is the only thing that has me concerned as of right now
 
Guardsix said:
Me again! Is asking where you are on the pre-order list for the Droid X against the rules?

Still no call back. As I stated, I have been to the store twice, once to pay my $50 and just last Thursday. I politely waited in line until I was the next customer to be served on Thursday. There was only me and the guy in front of me in the cell phone department. No other customers. Still, the customer rep. said she didn't have the time to look up where I was on the Droid X pre-order list but had the time to take my name, home phone and cell numbers. She said she would call me back! NO CALL YET.

I called the store today, twice, once attempting to get the cell phone department and the phone there just rang and rang. I called back and got a CSR on the phone, politely told her my situation and SHE VOLUNTEERED to call me back in 10 minutes. NO CALL 2 hours later!

Why do CSRs tell you they will call you back if the store is busy and there is no way they can do that? That's two employees from this same store that have promised something and failed to keep their promise!

I could understand if someone called back and said we can't get that information or if they had said that info isn't available yet. But, no, they both made a promise to a paying customer and failed to follow through!

Do I have to make a third trip to this store just to get some information? What's to guarantee that I won't be ignored a third time?

I will definitely be talking to the Store Manager after this. It's a good thing we have more than one BB in San Antonio. Unfortunately, I'm trying to do business with the wrong one!
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which best buy did you pre-order at? i live in san antonio as well
 
Well, I'm not sure what to do! I have a Droid X preordered with Best Buy (during the first batch of preorders). I'm currently an iPhone customer, so this will be a new Verizon signup.

I really only want to do a 1-year contract! And I was hopeful, after reading this thread, that I would be able to do so when I purchase the phone on 6/15. However, I stopped in at my local Best Buy today and they told me I would NOT be able to do a 1-year contract. They said either $200 for 2-year or full price retail with no contract (though he discouraged me from doing that, of course). I even told him that I had read that Best Buy would do a 1-year, but he again confirmed that they would not.

So my question for Aookay is this: is there something in writing that I can take on the 6/15 that shows you CAN do a 1-year contract, or can I give him a SKU number of something to make him look it up?

Interestingly, I also stopped in at the Verizon store right down the street and they also said they would not be doing 1-year contracts for the first three months the phone is available!

I don't mind doing a 2-year contract with the carrier, but I upgrade phones every year. If I sign a 2-year on 6/25 with the Droid X, what would my upgrade price be a year from now? Would I be stuck with full retail if I upgrade? Or do they have an intermediate upgrade price of $400 like AT&T does?

Thanks!
 
Travisimo said:
So my question for Aookay is this: is there something in writing that I can take on the 6/15 that shows you CAN do a 1-year contract, or can I give him a SKU number of something to make him look it up?

Interestingly, I also stopped in at the Verizon store right down the street and they also said they would not be doing 1-year contracts for the first three months the phone is available!

I don't mind doing a 2-year contract with the carrier, but I upgrade phones every year. If I sign a 2-year on 6/25 with the Droid X, what would my upgrade price be a year from now? Would I be stuck with full retail if I upgrade? Or do they have an intermediate upgrade price of $400 like AT&T does?

Thanks!
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From what Aookay has stated previously the 1 year contract is something that some BB's will do but not all. If that BB won't write a 1 year contract then maybe you'd be better served checking with other stores to find one willing to assist you.

And in terms of the VZW store I'd suggest that you try going to a different store for a second opinion. No 1-yr contract for the 1st 3 months? That's news to me...
 
Aookay said:
They will call you the day before to set up your time to come in. Make sure you remember the number you gave them, but they will leave a message as well.

I remember that every day, as I'm sure my other fellow BBYM employee in this thread does as well :) Unfortunalty, there are some people that are not doing well for the Best Buy brand, but like I said, there are ways to make that known from you.

Typicially in there store there is a sign as you are leaving with a number or email address of the store manager, so make sure to send your feedback there as well. It's very heavily monitored, so you will get listened to :)
Click to expand...


I'm an old retired guy. I sit by my home phone most all day so it shouldn't be hard for the BB folks to contact me!

Again, thanks for all your help on this forum.
 
Has anyone confirmed that BB price for 1 yr contract will be 269? If not will they match verizon price which is 369+100 rebate (or 269) ?
--
As a new user to verizon I think i'm eligible...
 
screenamesuck said:
Here is a little tip, call the store, hit 8 after the "Thank you for calling BB of blah blah blah" then the extension is 2270. That will put you right through to BBYM and you will not have to wait on hold so long
Click to expand...

Thanks for the tip, but 2270 never got answered after listening to it ring for 10 minutes (i have a speaker phone at home so i can just let it ring forever if i want) and the second time I called, someone picked up the phone and hung it up immediately leaving me with a dial tone! That's when I called for a manager.
 
I don't think this has already been asked....but will BB make me pay an activation fee? If so considering my NE2 is not going to work and the activation fee (if there is one) I am looking at what like $80 more than buying online?? When I upgrade my phone online through verizon I haven't had to pay an activation fee.

FYI - if it matters I am a current out of contract customer.
 
hey quick question aookay, im going to be adding on a line to get the droid x as i currently have a droid and will be giving that to my sister. The question I have for you is, will the say something that my droid is rooted when they take it over and try to activate it for my sis or should i revert back to stock??? also when adding a line, how much extra is the monthly bill if i want unlimited everything for me and my sis??? thanks man!! appreciate it in advace =)
 
you2 said:
Has anyone confirmed that BB price for 1 yr contract will be 269? If not will they match verizon price which is 369+100 rebate (or 269) ?
--
As a new user to verizon I think i'm eligible...
Click to expand...

At this time there is no concrete information supporting a 1 yr contract option through BB. BB mobile employees are not seeing it in their systems. Hopefully more will become known as we get closer to Thursday...
 
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