Best Buy Co., Inc.
P.O. Box 9312
Dear Sir or Madam,
I have been a Best Buy Reward Zone member for several years now and shop at your store almost every single week. As a frequent CD, DVD, and electronics buyer I appreciate your low prices on many items and understand you must operate the company efficiently in order to be able to offer such value.
Having acknowledged that, you simply must do more to make your service by telephone more customer friendly. It's no secret that Best Buy has farmed out its customer call center to India to save money, as have hundreds of other U.S. companies. It saddens me but I understand that this is just how the new world order works.
But at what price? My latest call to the customer service center (trying to correct an error you made with my reward zone membership) was just the latest in a long line of frustrating contacts with your company.
If I may generalize based on my own personal experience, your Indian employees are under trained by half. They are able to read the company script in front of them but do not understand it well enough to go off the page and answer any relevant question.
Your computers or computer programs seem to be either too slow or too complicated to allow the phone answerer to quickly access account information, make changes, or offer referrals for more information.
I applaud anyone who is able to be conversant in more than one language - I certainly am not - but the level of English proficiency I have encountered when I call Best Buy may be fine for giving directions to the train but is woefully inadequate for conducting business.
On that same point, since we know you no longer hire Americans to answer phones and now expect to be calling India when we dial, please don't insult us by having the young woman answer the phone and tell me her name is Wendy.