I can't imagine customers going to that much effort. Why in the world would you go through the hassles of the lines and wonderful service at Best Buy in order to just "flip" merchandise? This is customer service in its purest form.
Analyzing Customers, Best Buy Decides Not All Are Welcome
"Brad Anderson, chief executive officer of Best Buy Co., is embracing a heretical notion for a retailer. He wants to separate the 'angels' among his 1.5 million daily customers from the 'devils.'
Best Buy's angels are customers who boost profits at the consumer-electronics giant by snapping up high-definition televisions, portable electronics, and newly released DVDs without waiting for markdowns or rebates.
"The devils are its worst customers. They buy products, apply for rebates, return the purchases, then buy them back at returned-merchandise discounts. They load up on 'loss leaders,' severely discounted merchandise designed to boost store traffic, then flip the goods at a profit on eBay. They slap down rock-bottom price quotes from Web sites and demand that Best Buy make good on its lowest-price pledge. 'They can wreak enormous economic havoc,' says Mr. Anderson.
"Best Buy estimates that as many as 100 million of its 500 million customer visits each year are undesirable. And the 54-year-old chief executive wants to be rid of these customers."
