This memo was dated 11/23/2005, listed a store location, and was addressed to 'all managers'. µ
Message from Shawn Score - Xbox 360 Update
A MESSAGE FROM SHAWN SCORE, SVP - SALES & SERVICES
Customers may comet to your store beginning theis Friday (Nov. 25) interested in returning some of their Xbox 360 Bundle items, including PSPs. Some customers felt a great deal of pressure to buy the entire bundle in order to get the hardware. This sales approach is not our policy and doesn't support our values. Therefore, it's our expectation that you allow these customers to return any individual or bundled items without hassle.
Also take note that this Friday's ad, there are various suggested bundles. Customers can choose to buy all, some or none of these suggested bundled items. Again, it's not our policy to pressure customers to buy bundles or accessories they don't want or need, but it is our job to match customers with lifestyle solutions.
Our brand is critically important, particularly during the holiday season. Every one you (sic) is the face of the brand, the face of Best Buy. Your teams' treatment of customers this holiday season can be an awesome competitive advantage or disadvantage. It's simple: do the right thing for our customers and you will do the right thing for our brand. Keep in mind that every year on the day Thanksgiving (sic), the spotlight shines brightly on retail. Media Outlets will be out in full force trying to cover the single biggest shopping day of the year. If you have reporters ask specifically about the bundling issue, direct them to Public Relations at 612-538-[removed] or in your own words, relay the info from the media statement below.
I sincerely appreciate the hard work that you and your teams are doing to deliver a great holiday season for our customers and our company.
Media statement from PR
"We are aware of instances where Best Buy employee action was inconsistent with company guidelines for promotional activities surrounding the sale of Xbox 360. We will accept returns or exchanges for any unwanted Xbox 360-related purchases. In addition, we have taken appropriate measures to ensure this situation will not occur with future Xbox 360 promotions. We extend our sincere apologies to our customers."
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