From Digg: “Best Buy didn’t want to honor the sale price of the 2GB flash drive Matt ordered through their website, so when Matt arrived to pick-up his purchase, the store’s assistant manager called customer service and, pretending to be Matt, asked to cancel the order.”
We’ve all had crummy customer service experiences. I’ve had my share at Best Buy alone. With a little initiative, our friend Matt is likely to come out on top. One of the things I love most about a web 2.0 world is how the little guy can take on the big guys with only his message and the power of an online community. Now, with an appearance on the front page of Digg, a spot in the Digg daily top 10, and a piece in the Consumerist, Best Buy has some damage control to do. It starts with giving Matt what he’s entitled to. Next, the management should be dealt with appropriately by Best Buy and pray further legal action isn’t sought by Matt - as one person commented “impersonating a customer to handle a financial transaction…is illegal.”
The big companies have to learn that they can’t get away with this anymore. Although I’m sure Best Buy didn’t condone the actions of the manager, they can’t get away with not taking full action.
While some may see this “power of the customer’s voice” as nothing but a nuisance, I see it as nothing but Win-Win. Through the spotlighted, everyday experiences of customers and employees, you more easily weed out the junk and improve the experience for both sides. Win-Win.
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