My new column’s up today. Subject: a couple of big retailers that had some problems with the whole Web site thing.
You know about Best Buy’s troubles already, I suspect. The other part of the column details my experience with Sears, and how I learned how its online operation works.
Even our order number from the online store was useless when dealing with the retail store, which used a different ordering scheme. One customer-service rep questioned whether we had really paid for installation. Another asked how we came up with the $125 cost. There was much time spent on hold over the course of about 14 phone calls.
We eventually gave someone at the retail store our Sears.com login information and walked him through our account online so he could see the original order and that we had paid for installation. We got our money back.
Miranda says:
It’s really cute that next to your column they have a really big ad for Best Buy’s Geek Squad.