BestBuy.Com

[abworld]

   This Asus K53EBBR9 laptop has been advertisedby BB online at a very low price for some time, but no store has seen one, nor have I been able to confirm shipment. When I first tried to order it, the response was that it was a ship to store item only, and no store could accept it (?) therefore I could not complete the order (about 2 weeks ago).

    This laptop has been continued to be offered / advertised by BB, but I could not complete an order as it stated that it was"unavailable for shipping".   Then, last Sunday, I tried again, and surprise! - I was able to complete my order, with a shipping delivery to store date of 9/23/11.  Now, I really need acomputer, & this is the one I want, at the price I want, so waiting a week is OK.

    The problem is that I have received totally conflicting info from BB staff regarding this unit  prior to my completion of this order and afterwards as well.  Before I completed the order, when I phoned in asking if I could order it, I was told it was 1) not available, 2) in transit, 3)discontinued, 4) possibly available at stores.Then,  2 days after I was able to complete the order, the website changed the shipping delivery date from 9/23 to "backordered".

 I called in again, and was told that it had been backordered with an expected delivery to the store of 10days from now (9/30), if all goes as I was told. 

   Later that day my order status changed with a new ship to store date that was 2 days later than the original date. All is good again...

THEN-  they changed the status to BACKORDERED AGAIN!!!     DOES THIS COMPUTER EXIST ? WILL IT EVER BE AVAILABLE??? Has this actually been discontinued because it is toooo big of a "loss-leader"?

                 My problem with allthis (other than my immediate need for a new computer) is that BB is continuing to advertise this unit  this seems unethical to advertise something that BB does not have available for sale. There must be a way BB can contact the supplier (Asus), or BB's purchasing dept, and confirm when I will receive this unit. I'm certain that SOMEBODY at either Asus or BB purchasing will know. I cannot wait weeks for this. BB has similar Asus K53EB1 laptops instock, on sale at the stores, online, and at the BB Business site, but for much more $$$.  This is really poor /misleading) business practice. I suspect that this is all because the deal was sooo good that BB will loose too much $ on this unit, and cannot "discontinue" the order after so much demand. If this goes on too long, I will go somewhere else for a new laptop regardless of price, and BB will have lost a good, longterm customer....

[Ryan-BBY Senior Social Media Specialist]

Hello abworld,

Thanks for stopping by our forums.

Sorry for all the troubles trying to order this Asus Laptop.  Now that your order went through, it looks like there is an estimated delivery date of 9/25.  If you don’t get this laptop this weekend, please respond to this post or send me a private message on Monday.  At that time, I will reach out to our merchant team and see if I can get a more accurate status update for you. 

I know the frustration trying to get this laptop through Bestbuy.com has caused you and I am hopeful that we can get this order fulfilled soon. 

I appreciate all your patience.

[abworld]

Thanks. I am getting nowhere with this. I have spoke with 4 BB staff in customer services today. Promises, and misinformation, with no resolution. Nicole in Consumer relations said that Misty in Dot com research (a manager) was supposed to call me with a solution today, but no call. I just want an Asus K532 with an i5 processor, for what I have paid, asap.

[Ryan-BBY Senior Social Media Specialist]

Hey abworld,

I just looked at your order again today.  It looks like a new “estimated arrival date” of 9/30 was attached to your order.  I hope our store will get your laptop by Friday. 

Again, sorry for the wait!

[abworld]

Ryan-

No offense meant, it's just that this ASUS laptop computer that I have ordered (and paid for) has been "unavailable for shipping", has had 3 "ship to store pickup dates", and been "backordered" 3 times. I have had a number of  BB staff tell me that I will never see it, that it has been discontinued, and I should cancel my order and get a different "comparable" computer. I am skeptical that I will ever see this computer (ASUS K53E-BBR9). No BB staff will confirm that it is being made & will be delivered when BB has said it would be.

 I have paid for this computer already. I deserve to have a direct confirmation that it is on it's way to me, or BB should quickly find an ASUS equivalent or better for me at the price I have already paid. FYI, I will not be happy with a different "comparable' computer unless it is an ASUS laptop with a 15.6" screen, and has an Intel i-5 2410 (or better) CPU.

Though my order was on 9/17, I actually tried to buy this computer almost 2 weeks before that, but was unable to ("not available for shipping"), so this has been going on for almost a month. Please note that this has been an "exceptional customer experience" for me, just not the way BB has intended on their phone message. Be aware that this deal is still on the BB website (Asus K53E-BBR9 for $479) as of today, so there are likely to be many more annoyed customers before this is over, unless BB starts shipping this unit soon.

Please let me know if there is anything positive you can do here: confirm ASUS is making this computer and that I will definitely receive this computer 9/30 as stated, or send me another similar ASUS model. I hope you can do something, as other BB staff have not been able to. I  have had numerous calls and discussions with BB staff (>20), hours on the phone, dropped calls, non-returned phone calls, etc., all to no avail.

Thank you for your good intentions,

-Andrew Blake

[Ryan-BBY Senior Social Media Specialist]

abworld,

After speaking with our merchant in regards to this product, we were unable to get your order fulfilled by ASUS.  Your order has now been cancelled and we will not be getting any additional inventory of this model in.  There are a couple of stores nationwide that have this in-stock, so it will continue to be on Bestbuy.com as “in-store” only until we have zero stock throughout the US. 

I’m truly sorry we were unable to get you the laptop you really wanted.  Please check out the “availability of products” verbiage within the Conditions of Use on Bestbuy.com for any further details.

If there is another ASUS laptop you are interested in trying to get, please send me a private message with the SKU number from Bestbuy.com and I can look into this for you.  To send me a private message just click on the link in my signature.   

[TheNinja]

Here's my story:

1.  Ordered online 9/17

2.  Original cheduled delivery date was 9/22

3.  Scheduled delivery date moved to 9/25

4.  Scheduled delivery date moved to 9/29 (received email on 9/24....ONE day before prior scheduled delivery date!)

5.  Scheduled delivery date moved to 10/5 (followed by ANOTHER email that entitled: "Your order will be ready soon.")

It's obvious the item was never on the way, so why frustrate me by sending me these useless emails?  Yeah, I know your response will be "We're trying to keep you informed on the status of your order."  Well, if the status emails were accurate, my wife would have the laptop by now.  

To top if off, I call in and get a lame excuse saying it is delayed due to flooing.  Okay.  No problem.  Delayed to the 25th.  Uh, now it's delayed to 10/5.

How about giving me a REAL explanation?

Thanks for the lack of customer service.

TheNinja

[Brionos]

Funny and sad to see these two experiences are the same as mine to the "T" with the same laptop .  Ordered online on 9/10 after discussions with sales reps at two different BB stores.  I have made two calls and had one more in-store chat with BB reps regarding this order as well, and was told the same thing.  It feels like a "bait and switch" tactic, though I hope not.  Even the store salesman said "Wow...this is an incredible price".  Now my latest update also says 10/5 for delivery.  I am very unhappy with the disorganization, stories and general lack of information on something I have committed so much money and trust in.  The sales person at the 800 number said "ahh...ummm...yeah, it should be in some day".  What kind of response is that?!?
Don't get me wrong, I have had many great experiences at BB in the past, but it's true that one really bad experience can affect one's entire judgement of a company.  My family cannot continue to wait for this laptop, and I fear it will never arrive and we'll eventually be told it is discontinued.

[TheNinja]

You summed it up pretty well:

"Don't get me wrong, I have had many great experiences at BB in the past, but it's true that one really bad experience can affect one's entire judgement of a company.  My family cannot continue to wait for this laptop, and I fear it will never arrive and we'll eventually be told it is discontinued. "

So true.  Personally, I will never buy anything again from Best Buy, and will gladly pay more elsewhere for the same product so as to not experience this level of unprofessionalism again.  I am going to just let the order sit there and see how long they keep sending me emails with no explanation.  All they had to do was give me a straight answer.  I guess that was too much to ask.  Changing the delivery dates multiple times with no real explanation is inexcusable.

It's also been over 24 hours since I sent an email to BB asking for some further details on my order.  Surprise, surprise.  No response.

[Hopefulhomes]

This is problem is not only true for the K53E-BBR9, but also for the Asus K53E-BBR7. My experience has been the same as everyone else's. I tried to order the BBR9 and a few other Asus computers for a few weeks but gave up when it was advertised but was not available to ship to any store. (Exactly why can't they ship from one store to the next?)

So I settled for the BBR7. When I ordered it said it was In Stock and would ship in 7 - 10 days. Then I got an email that told me my pick up date was moved up to October 12th. Now I got an email today saying it's backordered.

Best Buy is falsely advertizing that it has Asus laptops! It's a classic BAIT AND SWITCH, which is totally illegal and unethical! Either that or they just haven't paid their bill from Asus so the company has them on credit hold! Whatever it is, hopefully the word will get out. Very sad...