So I stopped by a local BBY last night (Friday) after I got off work that still had some of the joust and Cod cards. It's about a 10-15 minute side trip from my work.
Walk up to check out and show them the text, immediately she goes I have to check with the gaming Sup first. Awesome sign so far. Walk back and the gaming specialist (no sup on duty) gives me a story about how this is if you only buy an xbox with it which he then shows me the current promo that they have going on.
I calmly ask why they wouldn't put that in the text they sent me as I wouldn't have wasted my time coming if I knew that.. He said it would then be "too long" and why they put the disclaimer at the bottom (reads "See store for details"). So I ask if he could try using it as they sometimes put the stipulations in a pop up when checking out. He flat out said no, he wouldn't even try.
So I saw the gaming sup there checking out in street clothes, so I assume off work. Say hey and ask him about the text giving him the same line as above. He says there's nothing he can do. I say could I get them to ring this up as others say that it worked for them. He then says that the text has been circulated by " a non-authorized site that wasn't BBY" that circumvents their system into "tricking" it into taking money off (quotes are exact words). He then confirms that it will work, but they have been given strict permission by him, as the gaming sup, to not allow it.
So I called up CS that night, but as you know they are massively backed up and I had to wait a while. So just drove home while waiting since it was now past 9pm which they close then. A wonderful lady gets on and double checks what the stipulations on the sku was and confirms it's just a straight $20 off. To my surprise, She then states right after that she will send me a $20 GC in the mail for me to "buy the Card at full price or do whatever I want with it". Awesome. Mark 1 up for BBY corporate CS.
Surprisingly this morning I get a call from that same woman, Sue, stating that she has called the store, spoken with the store manager and resolved the issue. She then actually apologized that I wouldn't be able to get the GC in time to get the apply the GC at the same time I could go in and get the card for the discounted price. 1 more mark for corporate CS. I'm literally amazed now.
So I have an RZ coupon that expires today so it motivates me to go out and get the card. Walk in and head to the gaming section to see the Sup there (the one in street clothes last time I went) as I walk by to the Live cards. Don't see the cards that were there the other day. He comes up and asks me if I need anything. Asked about the cards and he said they sold out. Walk to the computer section and politely ask them to check the skus for both cards. Sure enough 2 joust and 1 CoD, the same amount that were there when I left yesterday.
Walk to CS and ask them what is going on explaining the whole problem yesterday and now today. So of course what does she do, call up the gaming sup... He comes up and tells the CS that they were pulled due to them being old. She says that's stupid (more politely) and says to go get them. He now has the cards and is standing there while I explain the text coupon and Sue, the wonderful corporate CS. He basically says that I am lying and if I want can still purchase the cards, but I'm not supposed to be able to. Like he is doing me a favor.
So now I got to the point of just merely wanting to prove this idiot wrong and set him in his place. Step back and call up corporate CS again so that someone can put this right. 10 minutes and I finally get someone to pick up and guess who it is, good ole Sue. She asks to hand the phone to the CS agent first, then the CS agent asks permission to give it to her manager who gets called over. A couple minutes go by and the store manager hands the phone back to me. She then apologizes again and asks me to put it on speaker so that I am privy to the conversation now allowing it to get resolved in full.
During the time I was getting my phone back the store manager took the gaming sup to the side and said something. He then walks over to a spare cash register and logs in to it. they steer me over to him to finish the transaction. He is dead silent and rings one up. Then asks me how I would like to pay. I ask if I could get all 3 and Sue says, yes. The store manager then walks up behind the gaming sup and hands him a GC, explaining that they were sorry for the confusion and will be giving me a $20 GC for my experience.
After the transaction is done and the gaming sup leaves. the manager tells me that there is a survey at the bottom of the receipt and I can fill it out. That it was suggested that he check me out as it will be linked to him now. Sue asks if I was satisfied now. She said she is going to send out a survey via email on my experience with her.
I take one step back and forget that I didn't use my RZ cert. I ask if I could use it and, understandably, they can't do anything as XBOX live cards are nonreturnable.So after 10 minutes of trying something I want to buy, I just walk back up to the CS and tell ask them if I can just buy a $40 live card to which she says "of course". As she was checking me out we start talking about their policies, as this wasn't the first time corporate had to straighten things out for me.
She straight out stated that if it questionable then the employees are TRAINED to deny it unless they have time to check. Not the other way around of checking and then if they can't find anything, they deny it. What a joke.
Well if they keep this up I will be swimming in BBY GCs as I got a $500 one earlier this year for a manager "having a bad day".
Oh and THANK YOU Sue. If they keep people like you then this company will go much farther.
