Primary File Info
Best Buy: Addressing Customer Concerns and Privacy Issues
O’Connor, B., Owens, C., Richards, P., and O’Rourke, J.S. (Editor)
February 12, 2018
Strategy & General Management
lawsuit, tax returns, image, image management, allegation
This case study focuses on Raelyn Campbell, a former Best Buy customer, who is suing the company for $54 million. Campbell states Best Buy lost her laptop - while being serviced for repairs - and tried to cover up its disappearance for more than five months. Additionally, Best Buy failed to address her concerns about identity theft when she acknowledged that years worth of tax returns were still on the missing laptop. The company must now decide how it will manage its image in response to this allegation and devise a communication strategy to further address customer concerns and privacy issues.