On Sunday, I had my first interaction with Best Buy’s Geek Squad when my new Mac mini failed to connect to my Windows 7 HomeGroup network. I have to say the experience was disappointing to say the least.
This morning I got a survey from them regarding my experience. I rated them a 2 on the NPS question (what is the likelihood that you would recommend us to a friend/colleague).
Here were my comments at the end of the survey. Let’s see what they do with them. Ryan was the name of the “Agent” with whom I spoke.
- Ryan was clearly reading from a script. While I understanding your wanting to give a consistent experience to callers, it would be better if they actually cared, rather than reading me something that says they care. I have talk to other companies tech support in India who (while it was difficult to understand them) clearly cared about my situation.
- Ryan tried nothing to solve the problem and made zero suggestions. I called Apple (the problem was with a new Mac mini) and the problem was solved in five minutes.
- I really like my Best Buy experience and I am a promoter of yours (yes, I recognized you are using Reichheld’s Net Promoter Score concept), but this was my first interaction with the Geek Squad and it was quite disappointing, put me down as a detractor.