Trust Lost – Round 2

best_buy_logo_svg.pngOn the heels of their problems in Connecticut, Best Buy is now facing another scandal that could cost them tens of millions of dollars, and more importantly, further damage their credibility in the eyes of the consumer.  The problem stems from a lawsuit, filed in 2003, which accused Best Buy of signing up at least 100,000 customers for trial subscriptions to Microsoft Corp.’s MSN Internet service from 1999 to 2003, in many cases without their knowledge. Once the trial period ended, the customers began incurring credit card charges they had not approved.

Today, it was reported that a lawyer for Best Buy Co. has acknowledged that he falsified e-mails and a memo before turning them over to plaintiffs in the nationwide class-action lawsuit.

Trust is a key ingredient in Loyalty.  If you act against the best interest of your customer for you own internal gain, you run the risk of losing both.


3 comments so far

  1. Katie on

    I always hold Best Buy at arm’s length. They’re very interested in getting their money, and not so interested in making sure that the customer has a good experience.

  2. Kat Kelly on

    I too am tired of the Best Buy rip off. I have closed my credit account with them because everytime that I’ve used their ‘free financing’ it has been nothing but ‘free headaches’. For example, taking out a late fee on the account before crediting the payment that they received the day before and telling me that they have 3 days to process the payment. Therefore, I should be paying about a week to two weeks prior to the payment due date so they can process it. Hello, Attorney General?

    I am done for good with them. This time they took away my 1 year ‘free financing’ saying that it was only a 6 months free financing; but if I could produce the receipt from 8 months ago, then they’ll consider reimbursing the 22% interest they have been charging me.

    I did use them for my IT consulting business, but there is plenty of other fish in the sea.

  3. CINDY on

    My daughter opened Santa’s present at Christmas Eve 2007, and guess what…the digital camera is not in the box. This box was sealed with their note that there will be 15% restocking fee if opened. We never opened it, TRUSTING Best Buy! and tonight with all my kids’ excitement, there was no camera! And hoping when the store opens on Dec. 26 they would not give us hard time. So if you buy anything in a box from Best Buy, make sure the item is there. We bought 2 digital cameras and one box is okey and the other box has no camera..Can you just imagine my kids’ excitement for nothing! Thanks BEST BUY for making her Christmas feeling so frustrated!

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

  • Recognition

    Alltop, all the cool kids (and me)

    Top Customer Service Blog
    Online MBA Rankings
  • Recent Comments

    Russell Rudick on The End of the Music Stor…
    86Lucio on $2000 a Year
    Una on $2000 a Year
    Customer Code of Con… on How to Poorly Represent for Yo…
  • Top 10 Posts

  • Amazon Apple Best Buy Blogging Brand Engagement Brand Management Circuit City Co-Creation Content Conversations Customer Experience Customer Made Digital Home Disruption Entertainment Experience Economy Gaming Generation C (ontent) Global Connectivity Greatest Hits Innovation Lifestyle & Leisure Loyalty Marketing & Advertising Microsoft MP3 orthodoxies Power to the Pocket Retail Retail Close to the Customer SecondLife Sensors Services Simplicity Social Media Social Networks Sony Techno Wars Telecom The New Media This Changes Everything Uncategorized Virtual Life Wi-Life Youth
  • RSS Archive Favorites

  • Where Are You?

    Locations of visitors to this page
  • Archives

  • Next-Up

  • Advertisements
    %d bloggers like this: