Yesterday morning, I wrote a post about a poor service experience I had with The Geek Squad at Best Buy, who didn’t fix my laptop and then didn’t acknowledge the mistake when I returned it. I wasn’t foaming at the mouth, mind you. I was just using it as a great example of how you should acknowledge, apologize and resolve.
Saw the issue on the laptop – I wanted you to know that we are on the case to resolve. Not every dish is cooked to perfection, but we try our hardest. If you or any of your other readers ever experience less than perfect service from The Geek Squad, feel free to put them directly in touch with me.
Founder and Chief Inspector
The Geek Squad
I was impressed, but this was too good to be true. There is no way that Chief Geek, Robert Stephens is e-mailing me about my lap top. This had to be an X-Files-type conspiracy of geeks in horn-rimmed glasses and thin black ties acting on behalf of the company’s founder. I responded:
Thanks for responding to my post (although, I’m asking myself – is it the real Robert Stephens – or a master-minded plot involving an automated response generated by Geek Squad drones surfing for posts like mine and responding with Robert Stephens identity? Isn’t the real Robert Stephens on a beach in Aruba drinking colorful libations with little umbrellas in them as the sun bakes his pasty white geek-skin?).
Nevertheless, [whoever you are] I’d be interested in the results of your investigation – and will be happy to let my readers in on the results.
Within the hour, I received a call from Wes Snyder, the Chief Geek at Geek City. Wes said he had received a call from "Robert" and they had pulled my laptop from the queue. They were working on fixing the card slot and, to save me a trip back to the store, were going to ship it to me direct the next day. Along with his very direct explanation of their resolve to my situation came a very sincere apology for the problem.
But was it the real "Robert Stephens" or just a well-honed matrix of Geek drones scouring Feeds for mention of Geek Squad, so they could send out e-mails in Robert Stephens’ name?
After getting off the phone with Wes, I went back to check my e-mail. This was in the in-box:
It is me. I am far from a beach in Aruba – in a chillier region in Minneapolis. I hope that by taking care of all of our customers, they will beg for me one day to retire there.
We shall not rest until your problem is addressed.
Okay, Robert. I’m a believer, and I’m not the only one. If you keep this up, your retirement in Aruba is a sure thing. In fact, the first colorful libation is on me – umbrella and all. Until then, you’ve earned yourself a raving fan and a very faithful customer. Well done.