Best Buy & Geek Squad Policies

[jdoroh]

I purchased an ASUS Transformer Prime in store at the Nashua, NH store on January 31st. The day that I purchased the Prime I was told that it would be available for pickup on Friday February 3rd. That didn't seem too bad, a 3 day wait was possible. So I went to the store on the 3rd and what do you know, their computer showed that it was picked, but they didn't have it in the store. The girl at customer service was very nice and mentioned that they had plenty of them in the warehouse and that it would be delivered by this Friday, February 10th. Though I think waiting 10 days for something that I was told would be a 3 day wait is a unacceptable, I decided that it was fine and would wait until today.

Well guess what, it is now 10 days later and I called the store to see if the Prime would be available for me to pick up after work today and they don't have it. They also informed me that they have no idea when they would have it and couldn't even give me an estimated date. I decided to look up what stores in the area may have it in stock and found one about 30 miles away in Massachusetts. I called the store in Massachusetts to make sure they had it in stock and was told that the Nashua store may be able to transfer the purchase so that I could just pick it up there. Lets just say when I called the Nashua store to ask them to transfer it they said that that was not possible and that they would have to refund the original purchase (which would hit my bank in 2-3 days) and that I could just go buy the one again in Massachusetts. Well Mass charges sales tax hence the reason I bought it in New Hampshire.

I would like to think that Best Buy would do everything they could to help me, but all I keep hearing is we don't have it and we don't know when we will have it. It seems like a pretty easy thing to do to transfer the purchase to a different store so I could pick it up there. I work in accounting and auditing and know that the process to work this out is not a hard one on the books.

I find it very unacceptable and am not happy at all with any answers that I have gotten. Has anyone else had a similar issue?

[howens64]

I am having the same problem.  Their customer service is laughable.  Mine is on a backordered tablet.  They told me it would ship by 2./14 in email and now it still has not shipped, nor can they tell me when it will.  HORRIBLE CUSTOMER SERVICE.  I have decided to never use Best Buy again.

[ssjgoku72000]

Here's the issue....Asus under-predicted the Demand for this tablet and they are sold out everywhere. I've been looking all over the place and the shortage is rampant. So Don't get too upset with the people in the store, they arent being given enough information as to when a new stock will come in.

[jarnon5]

OK, but \there is another tablet in addition to transformer prime, the Le Pan ll and it too is out of stock and no one knows when it will be available.


I am worried that with such lousy order management and rude customer service that Best Buy will be out of business and I have a lot of warrantied that I wouldn't want to los\e.


I want to get a tablet from you guys but above all else I want you to stay solvent.


Please get your act together.


Thanks

[jdoroh]

So now I look online today and the transformer prime is available to purchase online but yet the store still doesnt have it in for me! The only answer they can give me is that i can come in and cancel my order and then order it online. But it will take 2-3 business days to get my money back into my account.

The girl on the phone just tells me it is an issue with the manufacturer, which I understand. But if I can order it online then obviously they have some in stock again.

[jarnon5]

I am having a similar problem.

I placed the transformer prime in my check out basket but I will not be able to pay for it till my BestBuy gift card comes within a few days. I am hoping that the item won't be sold out by then.

[jdoroh]

and....of course its already sold out online!!

[Douglas-BBY Community Connector]

 Hello jdoroh,

Thanks for shopping with us and for stopping by our forums.  I’m sorry that we weren’t able to get you a Transformer Prime in store and that we weren’t able to transfer one in from Massachusetts for you.  We do have a few different options for transferring them around.  I know these have been pretty tough to get a hold of, but I’m not sure why we might not have been able to transfer one between stores for you.

These are still completely sold out of our online inventory, but I’ve reached out to our management in Nashua to discuss this further and see if there’s any way we can track one down for you.   I can’t make any promises, but I’d like to see what we can do given your experience with this order so far.  Thanks again for posting and let me know if you have any questions here or by private message.

Cheers,

[jarnon5]

When will you get more Asus Transformer 201 on line. In have been waiting for weeks to buy one.