I bought a laptop from Best Buy along with an extended service agreement. When the monitor fritzed out and the card slot stopped working I took it into the Geek Squad (I just love how they’ve branded it) where I was told the computer would have to be sent to "Geek City" for repair.
When the computer returned (ahead of schedule) I was pleased. I asked the geek who returned my computer if both the screen and card slot were fixed and after glancing at the repair report he said they were. He was wrong. The card slot appears not to have been touched and was as dead as a post.
I returned to the Geek Squad (It’s an hour drive one way) and explained the entire situation. The Lady Geek quickly verified that the slot didn’t work and then tapped out something on the computer. She abruptly told me that it would have to be sent back to Geek City again. So…
- Four hours drive time (plus cost of gas)
- Two more weeks without my computer
- Plus the frustration of a job not done correctly.
I signed the release for my computer to be taken from me once more, and turned to leave. Over my shoulder I heard the lady geek mumble an insincere "Sorry".
I’ve written in the past about the importance of both resolution and apology in a customer service response. This was a classic example of what not to do. I want my computer fixed and would have preferred it had been fixed correctly the first time – but I would also have appreciated if the Geek Squad would have acknowledged their blunder and the resulting inconvenience to me. That was my expectation at the very least.
The language of good customer service is not "geek to me". When you blow it – acknowledge it – not just the mistake but the customer’s frustration. Apologize and commit to resolving the issue:
Better: "I apologize that we didn’t get this fixed the first time like we should."
Preferable: "I apologize that we didn’t get that fixed the first time. I know you had to make the trip back here and give up your computer for repair again. I tell you what I’m going to do. Let me put a rush on this so we can get it back to you as soon as possible, and because we put you through this, let me give you this gift card. I know it’s not much, but I am sorry for the inconvenience we’ve caused you."
The Follow-Up "Geek Squad" Posts:
Service, It’s not "Geek" to Robert Stephens Either
The Geek Squad Incident: Epilogue
The Geek Squad Incident: Epilogue II