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 Where's the DVD Player, Walmart?
Posted Wed July 4, 2007 12:00 pm, by Steven C. written to Walmart
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We are going out of town and needed to purchase a new DVD player for my daughter for the long drive. I went to the Walmart off Hamilton Mill Road in Dacula, Georgia. They didn't have the exact machine on the floor that I was looking for. The associate on duty went to the back of the store, in the stock room, and even went to the automotive section; all places came up empty. He then pulled out his machine and located several in two locations, one being Lilburn. I thanked him over and over, as he spent a lot of time trying to help me.
I got in my car and headed to Lilburn. My wife had called Lilburn and asked if they had the Magnavox portable DVD player with the 8.5 inch screen. The girl came back on the phone and said she had 4; 2 silver and 2 black. My wife asked if she could hold one, and she said she was not allowed, but she didn't think they would sell all 4 in 30 minutes. I understand the store policy. I heard the entire conversation through the phone as my wife was talking to me on the cell phone and the Walmart associate from the home phone.
When I finally made it to the Walmart, sitting in construction traffic for over 30 minutes, I found the electronics department. I found the DVD's, but not the one we had called about.
I found the associate to help me locate them, thinking that maybe she actually did put them aside for me. She said she didn't have any. She said the person on the phone just asked if they had any portable DVD players. I explained to her that I heard the entire conversation about the brand and size of the machine. She said she would ask a coworker to look in the back, just in case. When explaining what I was looking for, she couldn't even pronounce the word "Magnavox".
She said they didn't have any and that the computer must have been wrong. I told her that I am aware computers might be wrong, thats why I called first. She laughed at me and said again that the guy's computer from Hamilton Mill must be wrong and she didn't have any.
The laughing at me made me more furious than the fact that I drove 40 miles round trip for nothing because she didn't know what a Magnavox portable DVD player is.
Knowing the customer service I have received from Walmart in the past, I don't expect Walmart to do anything about this situation. My only saving grace on the entire thing is that both Target and Kmart will be open at 9 in the morning.
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It's not the computer that is wrong it is the person that processed
the information in the computer that is wrong. You should have told
her that.
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by Gino Posted Wed July 4, 2007 @ 9:25 PM
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Steven, I really commisurate with you. My own experience with Walmart
is a mixed one. I will travel to one out of my area because the one
closest to me never has been helpful nor well stocked, while the one
in a "better" neighborhood could be the blueprint for every discount
store. It's sad that you got great customer service at the first one,
only to be let down at the second.
I think your complaint is valid and I hope it helps Walmart do better.
In the mean time, I hope you found your dvd player at another store.
It's just sad when a customer is let down like you were.
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by Batman Posted Wed July 4, 2007 @ 8:27 PM
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I'm always amazed to hear these stories. WM is one place I have the
fewest issues with. Then again, I realize the employees arent there to
help us. So, when I get any help, it's amazing. Also, I tend to know
how to get around the rules.
Hopefully this can help for future reference-- and, hopefully it works
for you. It does for me. In this case, I would have had the first
employee call over to the other store, and have them ask the other
store to hold it for an hour or two, while the customer was on the
way.
That usually works for me. Generally if I call and ask, they'll say
they cant do that. But, if an employee calls and says theyre on their
way, they will usually hold the item.
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by calm Posted Wed July 4, 2007 @ 7:30 PM
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Of course, my parents were prone to set things up so that we were in
the car for 14 hours a day and the car was full enough that the kids
had to adopt the fetal position in the far back of the station wagon
in amongst the precious antiques that we had better not damage.
But I am nostalgic for the days when I could read practically from
dawn to dark because it was one way to keep me quiet.
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So true
by Venice Thu July 5, 2007 @ 2:08 AM
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by calm Posted Wed July 4, 2007 @ 9:33 AM
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Valid complaint. And you didn't spoil it with demands for ridiculous
amounts of stuff.
Not that I really expect WalMart associates to be highly trained and
heavily invested in making their employer look good, but yes, if a
customer calls up and inquires about a specific model the associate
ought to be able to notice an unfamiliar word and ask whether it's an
adjective or a brand name.
I hope that Target or Kmart has what you need and that your daughter
enjoys the trip.
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