I recently had an experience at Best Buy that suggested some highly unethical and predatory practices. I purchased a Nook that was defective, stopped working after using twice. Best Buy refused to allow me to return it though it was within the guidelines of their written return policy. I was able to work directly with Barnes and Noble for the return of an item I bought at Best Buy.
I wanted to share some of my research on the current unethical practices engaged in by Best Buy that corroborate my recent interactions with them that reflect their malevolent intents and attitudes toward their customers, as written in Forbes Magazine, as quoted here:
"Employees, I learned, are strongly conditioned to see every customer who walks in the store as a potential target, one who needs to be coerced into buying something other than what they came looking for.
But you can't treat the customer as an adversary in a battle of wills. You can't provide superior service when you've been drilled to view each person who walks into your store as prey. You can't be a trusted source of expertise on consumer electronics when, as many former employees told me, failure to follow the company script means getting your hours cut or simply being fired.
Best Buy employees are trained to focus on customers. But not so much to serve them as to overpower them. It is not being "customer-centric" when your laser-beam focus is on sizing the customer up and looking for weaknesses in their resistance to buying products and service they didn't come looking for."
As described above, my own experience above reflects to a T what Mr. Downes has identified. While everyone knows a defective item is returnable according to written policy, Best Buy staff "sized me up" and determined I could be conquered, and they were determined to do so for the simple reason of their vulnerability to job insecurity, including the possibility of being terminated, and certainly being excluded from promotional rights and privileges, as well being judged as weak by their peers.
In conclusion, I could have taken to task Best Buy staff, and probably would have won, but the more humane interaction with the on line company Barnes and Noble , was less time consuming and stressful. More simple to do, as millions of other consumers of electronics in today's world have done, walk away from Best Buy...forever. I take solace in the knowledge that as Best Buy appears to continue its tail spin, with the continuation of predatory practices, soon to be unemployed.
Monetary Loss: $119.