What happens when you order a great deal from a major electronics company and the item becomes backordered? 99% of the time, the company will email you and tell you the item is no longer available and that you’re SOL. So, you can imagine my initial reaction when I received an email from Best Buy concerning a $99 HD-DVD player I had ordered. The subject read…
BBFB Discontinued Product – item# BB10818493
Seeing as it was a great deal–it normally retails for $300–I expected the email to tell me that the player was out of stock and that my order had been canceled. C’est la vie, right?
But, no. Best Buy did the unimaginable. It apologized for the item no longer being available and so would instead ship me the next model up.
Dear Valued Best Buy For Business Customer,
You are receiving this email because you recently ordered a Toshiba HD DVD Player (model: HD-A2) and your order was placed in a backorder status while we awaited additional inventory. Unfortunately, the manufacturer has discontinued this item and we are not anticipating receiving any more inventory.
Because we value your business, we will be fulfilling your order with the next generation Toshiba HD DVD Player (model: HD-A3) that is replacing the HD-A2 in Toshiba’s lineup of HD DVD Players. There is no need for you to do anything to receive this upgraded model. We will simply fulfill your order substituting the HD-A3 model. Your packing slip will be updated to show you received the HD-A3 model and this will serve as your order receipt.
…Please accept our apology for any inconvenience.
Wow. Most other companies would have just canceled and suffered at the hands of complaining customers on blogs and forums. Instead, Best Buy realized that it couldn’t fulfill on its deal and so took the hit in profit rather than upset its customers.
If more companies acted like this, there would be a lot more bloggers posting about the great customer service and online reputation monitoring would reveal many more positive conversations.