Best Buy is either joking or they are a joke (email survey)

[jinjuku]

Loved this:





They asked about 6/7 questions (age, who makes the buying decisions) Then onto where you shop for most of your HT Gear, then about if you have heard of their Magnolia S.i.S or Standalone or Magnolia engineering/design services then on to the last gem

Yes BB when you send out a survey requesting customer feedback (which I do shop at your store from time to time only if I can't avoid it) and you end it like you just did. The fact that I can't leave feedback about how shitty your feedback survey is is a joke.

 

[jinjuku]

Here is the link to the survey.

I went through their 'survey' a few more times and end up with the same message. I would be willing to bet it's not a survey but a demographic info hunting expedition.

Going to skew their data to the 75 year old women who only shops at sears and amazon

 

[bikdav]

I'm not surprised these days. I get this from many other retailers or services that I've done business with.

 

[jonnythan]

Wow, don't even make any attempt to figure out or understand the survey before blasting them for being idiots or spammers.

The survey only lets you continue if you have made a Magnolia purchase in the last 12 months. If you answer no to having made a Magnolia purchase, the survey ends. If you say yes, it asks a variety of additional questions.

 

[jinjuku]

Wow, don't even make any attempt to figure out or understand the survey before blasting them for being idiots or spammers.

They call it a feedback survey. Not did you buy stuff from Magnolia Survey.

Last time I was in a Magnolia store when it got to the 20 minute mark of me standing there and no Sales Associate it then became a game. I walked out after 48 minutes.

I call the customer service line and it required a RECEIPT # to actually be put through to a person. So I find the corporate # and get some disinterested guy on the phone.

So OBVIOUSLY I have some feedback for BB. OBVIOUSLY I didn't purchase anything from them.

The thinking that you couldn't possibly have feedback for them if you DIDN'T make a purchase precludes that fact that the service sucked so bad that you finally left the store after waiting 3/4 hour for anyone to make contact with you.

The sad fact is if they did the survey like this on purpose then they are actively seeking NOT to hear about customer service horror stories like this.

 

[jonnythan]

If you have feedback for Best Buy, there are a variety of ways to provide it. They even have a form right on their website, alongside appropriate mailing addresses and telephone numbers.

The object of this survey is not to capture any general feedback you may have about Best Buy. It's to gather information from people who recently made purchases at Magnolia.

The only failing was not to be more explicitly clear up front the specific intent of the survey. But to imply that the "survey" is nonexistent and it's just a ruse to gather a bit of demographic data (which they probably already have on you) is silly and wrong.

 

[Adam]

At the very least, they could have had a different message other than, "...you do not qualify for our survey at this time." After all, the first few questions were a survey. They should simply thank the people for their participation or route them to questions that don't involve a Magnolia purchase. The wording as it stands can be confusing to many people.

 

[jinjuku]

If you have feedback for Best Buy, there are a variety of ways to provide it. They even have a form right on their website, alongside appropriate mailing addresses and telephone numbers.

The object of this survey is not to capture any general feedback you may have about Best Buy. It's to gather information from people who recently made purchases at Magnolia.

The only failing was not to be more explicitly clear up front the specific intent of the survey. But to imply that the "survey" is nonexistent and it's just a ruse to gather a bit of demographic data (which they probably already have on you) is silly and wrong.

LOL....

How ambiguous can 'In an ongoing effort to improve our offerings, we'd like your feedback on your shopping experience. Please take a moment to tell us your thoughts by taking the survey linked to below. Your feedback will be instrumental in helping improve the customer experience in Best Buy's stores.' get?

Sorry not buying the pass that you are seemingly giving BB.

improve our offerings: Don't make people wait for 50 minutes

like your feedback : When I call your service hotline don't require a receipt # to get connected to someone

shopping experience It normally sucks

feedback will be instrumental in helping improve the customer experience: Don't email me a 'survey' link asking for feedback and then NOT allowing me to leave feedback.

 

[jinjuku]

At the very least, they could have had a different message other than, "...you do not qualify for our survey at this time." After all, the first few questions were a survey. They should simply thank the people for their participation or route them to questions that don't involve a Magnolia purchase. The wording as it stands can be confusing to many people.

You are brilliant and maybe next time the marketing company that does this for BB can pay you a nice consulting fee. Spot on.

How about, Were you in a Magnolia store looking at a product and DIDN'T make a purchase that you made elsewhere? Why?

 

[BMXTRIX]

I see these surveys pop up more and more frequently on some websites I visit. It is the pushy little f##king sales guy in my face feel. It's gone from me window shopping, to them pushing their agenda, and I hate it.

But, this type of request with the final response is monumentally insulting to the end user. Best Buy should have someone correct it immediately, and may want to consider how their in-your-face request for feedback, is itself annoying to many people. As should most other websites.

I can live with the email from a site a month after a purchase asking for me to rate/review the product or give them feedback. They KNOW I made a purchase, they know what I bought, they know where I live. So, that one (and only one) request from that purchase is fine, even acceptable.

But, they are trolling for feedback from people when they ask for it blatently, then don't specify that they have very specific feedback they are looking for.

Lack of customer service is becoming more and more common and it's root is lack of listening and getting customer feedback. This is the exact example of what customer feedback is NOT, and why customers hate on certain stores. If you push me into an alley, I will run away and never come back if I can avoid it.

It is inexcusable that they implemented this so poorly. It would have been far better if they simply said "Thank you for your feedback, have a nice day" or included a section for 'general' feedback. Even if they never (ever!) read it, then it would at least make those filling out the survey feel good, instead of ignored.

Best Buy ignoring customers? No, that never happens!

 

[jinjuku]

I see these surveys pop up more and more frequently on some websites I visit. It is the pushy little f##king sales guy in my face feel. It's gone from me window shopping, to them pushing their agenda, and I hate it.

But, this type of request with the final response is monumentally insulting to the end user.

Agreed. It is indicative of BB mentality towards the customer. What were they thinking? Why would that final response even be part of ANY survey.

It's eff off and go way.

 

[Adam]

It is the pushy little f##king sales guy in my face feel.

Which is ironic, since Mark's complaint is that no one came to help him at the store.

 

[jinjuku]

Which is ironic, since Mark's complaint is that no one came to help him at the store.

They can't get it correct coming or going. That is when you know the ship you are running is the Titanic.

Amazon and Newegg do too many things right for me not to give them my business.

 

[MidnightSensi2]

The reason these stores do it, annoying or not, is because it works and it's cheap. Bad combo for us, so expect more to come.

Basically there are lots of underlying purposes, but one of the simplest ones is a reminder of their name and that you purchased or were there. Yes, you know, but the more you hear BEST BUY BEST BUY BEST BUY BEST BUY the more it becomes ingrained in your head as a place to buy ****. So, some of it is brand building.

I find those e-mail blasts annoying, but they do get some pretty usable information off of them and you'd be surprised how many people take those seriously and fill them out.

Also 'Sale' blasts, which generally I send to junk because it's like one item and they call it a sale, work as well. I've seen it first hand. Stuff I'd put in my junk filter actually spurs sales. Example being "Summer Sale" which has some summer items on sale....but while people are there they grab a few sale items and then get some Winter stuff too...or, in a surprising amount of cases that I've seen, don't buy sale items at all and get things sold at retail.

 

[Midwesthonky]

Also 'Sale' blasts, which generally I send to junk because it's like one item and they call it a sale, work as well. I've seen it first hand. Stuff I'd put in my junk filter actually spurs sales. Example being "Summer Sale" which has some summer items on sale....but while people are there they grab a few sale items and then get some Winter stuff too...or, in a surprising amount of cases that I've seen, don't buy sale items at all and get things sold at retail.

MidnightSensi2 has a good point here. The average person is so blasted with messages today that we have learned to tune them out just like a parent with screaming kids. Email messages like that are an easy and very cheap way to keep your brand name out in front of people. Hence, Best Buy does it because it's cheaper to do that than actually address their issues. I mean, all of their main competitors went out of business and they haven't so what they are doing must be the right thing to do and they should keep doing it. At least that seems to be their mentality.

Shop at Best Buy or try licking the wrong end of a donkey... one has no danger of getting kicked in the jimmies because you won't find a salesperson. The other can actually be accomplished yet is fairly disgusting yet maybe not as disgusting as I've seen some of their stores but has the risk of a hoof in the jimmies. Too close to call.

Best Buy likes using electronic sorting to shorten their work load. I've seen them do this to pre-sort job applicants. Heck they did it to me. I applied for a store manager position for a store that was in horrible shape. Exactly why they needed me. I was immediately rejected through electronic filtering. So they electronically filter to only find candidates that are just like what they had. And it's no wonder that store still looks like sh!t.

Geez, when was the last time I entered a BB? I don't remember.

 

[Adam]

...licking the wrong end of a donkey...has the risk of a hoof in the jimmies.

There is no wrong end - just bad technique.