I miss Best Buy
The other day I went to Chinese electronics retail giant Suning (苏宁) to pick up a new USB drive. I’ve never been impressed by either Suning or Gome (国美), but my most recent visit made me wonder if with Best Buy’s recent closing, they’ve just kicked back and completely stopped trying altogether.
I was looking at Sandisk’s USB drives, eyeing the 8 GB one, and then I noticed an equally compact 16 GB version. I asked the price, which wasn’t listed. The exact same model 16 GB drive was quite a bit more than twice the price of the 8 GB model. Hoping against hope, I asked if this wasn’t a little strange (check here for an example of normal pricing on Amazon), and that if she might have gotten the price wrong. I forget what the salesperson said, exactly, but the message was clear: “I think you’re confusing me with someone who gives a damn.”
Anyway, I decided to go with the 8 GB version, but I forgot that I wasn’t at Best Buy anymore. I couldn’t take my selection to checkout, I had to take a special number to the far side of the store to make my payment in a carefully hidden location. But the amusing thing was that my order number was not printed out, or even handwritten on a standard form. No, it was scrawled on a random scrap of paper. Classy.
Anyway, I found the cashier in a desolate corner of the store and made my payment. (Apparently the number wasn’t made up, at least.) I located the original salesperson, wondering where my purchase was. She had cast it aside on a random shelf under some earphones. She retrieved it for me. I asked for a bag. Sorry, no bags.
So, walking towards the exit with my unbagged purchase, I wondered how I looked any different from a shoplifter just making off with an item plucked from the shelves. Many Chinese stores that use the “cashier all the way across the store and nowhere near the exit” system have a guard at the exit who checks for a receipt. At Suning, there were no guards, no employees in sight. Just a big wide swath of apathy pointing the way out.
Yeah, I must admit that I miss Best Buy. I still think “service” is a good idea.