That return counter worker who actually solved my problem instead of giving me the runaround

I used to think customer service was always about fighting to get what you want, but one guy at the Best Buy in Springfield changed my mind last month. I was returning a $200 printer that had jammed three times in a week, and I walked in ready for a battle. Instead of asking for a receipt or pointing to a sign, he just said "let me guess, the paper feed is crooked" before I even handed it over. He told me he had three of the same model back that week and showed me a known issue on his phone. He processed the refund in under 5 minutes and even suggested a different brand that actually had good reviews. I left thinking maybe some workers are just stuck in bad systems and it's not always personal. Has anyone else had a rep who surprised you by actually knowing their stuff?

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grace_perry4423d ago

Why do you assume the system was the problem and not just that most workers don't care or aren't trained? That guy clearly took the time to learn something about his product, which most retail people I've dealt with just don't bother doing.