Thursday, August 25, 2005

Best Buy ROCKS!

I bought my camera at Best Buy just two months ago. A couple weeks ago, I noticed that the flash hot shoe was just very slightly bent. It was really difficult to get the flash on and even harder to get it off. I had no idea what happened to my camera. It is always in the camera case and it's never been dropped. I thought for sure if I took it back to have it repaired, the warranty wouldn't cover it because it would be considered "accidental damage". I debated taking it back and facing embarrassment because I honestly didn't know what happened.

In my mind, I could picture employees huddled around my camera talking amongst themselves, "Yeah. She had to have dropped it. She must be a liar. How else could this have happened. Oh, she has two small kids, I bet one of them got a hold of it." Other employees would naturally walk over to the huddle to check out what was going on. Looking over another employee's shoulder, they would nod in agreement and turn around and look at me, the liar, out of the corner of their eye as they walked back to their normal duties.

Maybe I should just take it to a camera repair store and have it fixed there.

It took me two weeks to build up the nerve to take it back to Best Buy. I was ready to accept the fact that I would have to pay for the repair and it would probably take weeks before it was back to me. I was prepared to buy rolls and rolls of film and go back to my film SLR for the time being.

When I arrived, I went right up to the repair counter. I gave the employee my camera and showed him what was wrong. He looked at it for awhile, turning it around and around in his hands.

"Well", he said, "this may be covered. I can tell that you didn't drop this or mishandle it in anyway."

I was starting to feel better.

"Let me check with my manager."

He came back after a few minutes and proceeded to enter in all the info from my receipt. He explained to me that it would take about two weeks for repair.

I was feeling pretty good at this point.

Uh oh. There was a problem. The info wasn't be accepted into the computer. He left to get the manager again.

Now my confidence in this situation was beginning to thin. I was starting to panic, and it didn't help that the kids were acting up. Both of them were in the cart and fighting over who got to stomp on my purse.

When he came back with the manager, he explained to me that because the camera was only two months old, they would just replace it with a new camera. I couldn't believe it! I was absolutely shocked!

I walked out of there with a brand new camera. I love Best Buy.

1 comment:

Linda A. (elendae) said...

Don't you just love it when someone actually *gets* the concept of good customer service?? Awesome story, Heather! (and yay for your brand new camera!!!)

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