Today was to be a glorious day. To reward myself for working hard for the past year I decided to treat myself to a new laptop. This replaces a four-year-old laptop that is sometimes too slow to do basic, everyday tasks.

This morning I headed down to my local Best Buy store on Colorado Blvd. in Denver to pick up my new computer. For about ten minutes, I’m unable to get help. There was one guy in the department and four people waiting to speak with him. After searching for another “blue shirt”, I grab the laptop I want and go up to the Geek Squad counter to try again for some help. I spoke immediately to a “geek” who was very helpful, who answered all of my questions, and who took $1,000 out of my pocket. This was not a great retail experience, but it’s what I expect these days. I left relatively satisfied.

Next, I crossed the street to Guitar Center. I’m heading out on Sunday for a five day business trip, and I’m going to have to do some audio editing on the road (I usually edit on my desktop). Although I was thinking about downloading Audacity (since it’s free) I wanted to check out some SONAR software, since I use a more powerful version on my desktop.

The guy at the front counter greets me a “Chief,” which is annoying, but whatever. I walk into the pro audio department to find one sales guy, who is helping another customer. I’ve worked retail, and you certainly can’t leave a customer to help another, but a simple “someone will be with you in a second” goes a long way.

I stand around for about five minutes. Mind you, I’m standing right in front of the counter, purposefully not looking at any product, so this guy knows I need help once he’s done.

Another sales guy walks in. Sweet…service! Nope. This guy walks right in front of me, and picks up the phone. I think “ok…he’s got a customer on the line.” Wrong again. He’s talking to another Guitar Center employee about some sale that he made or is about to make, and how he’s going to have to split the commission. Meanwhile, another commission check is standing right in front of him, but he will not even make eye contact with me. Not once. I stand there for nearly ten more minutes as this guy (a tall, light haired fellow…just in case his manager is reading this), talks to his buddy on the phone.

I see the software I want, but it’s behind the counter. I decide to break the first rule of retail and walk behind the counter and grab it myself. Again, no acknowledgment from either sales guy. I’m reading the box myself. Finally, the other customer leaves. Yes! Time for some answers! Wrong again…now the other sales guy picks up the phone . WTF!?!?!?!? After another 30 seconds, I not so gently drop the box on the counter in front of the guy and walk out. Finally, he takes the phone away from his ear and yells “dude…do you need some help?” “Not anymore” I say and walk out.

Moral of the story? In this economy, retailers should be begging consumers like me to spend money in their stores. I wasn’t going to drop a grand like I did at Best Buy, but I was ready to spend a few hundred dollars there. Fifteen minutes standing in front of two people who won’t even acknowledge me? Not acceptable.

I have dealt with Guitar Center for a long time. I’ve worked for various gear manufacturers and have even been an account manager for GC. In another job I was on the road, visiting 2-3 Guitar Center stores per day. I will say that I typically liked dealing with GC corporate (I’ve even paid their offices a few visits). Everyone there was very pleasant to work with and was good at their jobs. The retail stores, though, have always been tough to deal with. Try walking in on a Saturday with money sticking out of your pockets…you probably still won’t get spoken to. Add that to the fact that the sales people typically don’t know much about the product anyway, and you’re in for an unpleasant trip.

My message to you, my readers? Think about where you’re spending your money. I know I post Guitar Center deals and coupon codes on this site. If you like dealing with them, great. If you can find great deals in their stores or on their website, fantastic. If not, think about which retailers in your town care about you (or at least make your shopping experiences pleasant).

My advice to Guitar Center? Think about your customers. Think about how you can make a potentially great experience like buying a musical instrument exciting instead of excruciating. Try subscribing to Seth Godin’s blog or reading some of his books. Learn about customer service and apply what you’ve learned to your stores.

Now, I’ll unpack my laptop that has been sitting next to me in a box for the past hour.