BestBuy.Com

[JMS]

HP 17.3" Pavilion Laptop - 8GB Memory - 1TB Hard Drive - Dark Umber

Model: dv7-6c90us | SKU: 4700028

Enjoy stunning visuals with this 3D-ready HP Pavilion dv7-6c90us laptop that features Radeon HD graphics and a 17.3" display with BrightView technology for arresting picture quality. The wireless LAN enables easy Web connection.Windows 7 Home Premium installed Learn more.Learn more about Intel® processors. Information provided by Intel.Learn more about Intel® Wireless Display.

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Sale: $1071.99

On February 8, 2012 I ordered a laptop computer from Best Buy.com with the option to have it shipped to my nearby store.  I forgot that I had a 10% of coupon from Best Buy, so I called the 800 number and talked to a representative, who pointed out that the coupon wasn't valid on orders from Best Buy.com, strike one.  On February 13, 2012 I received an email from Best Buy that stated that my laptop, which was supposed to be shipped to the nearby Best Buy by February 21, 2012 was not available and asked if I wanted to cancel my order.  After four attempts to get through to the customer service representative they called me back and began to remedy the issue and the customer service representative hung up on me before resolution.  Strike 2.  So, I called back and the next representative said that the laptop would not be shipped to the nearby Best Buy until February 26, 2012 when all the Best Buy stores would receive the laptop.  The original promised date was February 21, 2012.

I stated that this didn't make sense, why do I have to wait until February 26th when all Best Buy receive the laptop, I had ordered this specific model on February 8th and on the website it stated 2-5 days for shipping to store and during check out the estimated shipping date changed to February 21st?  When I checked Best Buy.com before calling the website the estimated shipping time to a store would take 5-7 days.  So, I asked the representative why the website states 5-7 days if the laptop will not be available in stores until February 26th?  I said today is the 13th and 5-7 days would make it February 20th at the latest, why won't the laptop be available until the 26th?  She stated that the flooding in Thailand delayed hard drive availability to HP and HP couldn't deliver the laptops sooner.  Ok, I can accept that statement, but it still didn't answer my question about the questionable math on the Best Buy.com website for product availability.

The representative said that she would update my order to ensure that it wasn't cancelled and as an apology she would forward a $20 digital coupon.  I thanked her and she said that I would get two emails regarding the updated status and the second email would include the $20 digital coupon.  I was satisfied and ended the call.

The two emails came with the updated status and no $20 digital coupon.  Strike 3.  I went to Amazon looked up the same computer, which they had in stock.  I cancelled by Best Buy order, went to Amazon and ordered it at about 2:45 pm on February 13, 2012.  I received free 2-day shipping on my order, the laptop was cheaper on Amazon and I saved over $40 just on price alone as compared to Best Buy.com.  I received an email at 6:12 pm on February 13th regarding my order from Amazon, it would be delivered on February 14th. 

This is why Best Buy is losing customers, they can not deliver and do not follow through, and customer service is lacking.  If the customer service representative  would have followed through with the $20 digital coupon I would not have cancelled my order.  I guess Best Buy should talk to HP about delivery of products or Best Buy should improve customer service and not tell stories to customers when they call (flooding in Thailand caused Best Buy not to get the laptop).  The flooding did not seem to stop the hard drives from getting to HP and thence to Amazon, why was there a problem getting them to Best Buy?  We may never know.

[APR28]

You would swear that BB is 15 mini companies with no cohesiveness. Nobody knows what's going on and they point fingers at each other.

I am still waiting for explanation of why BB's phone lines have an extremely high disconnect rate when customers call.

[Ryan-BBY Senior Social Media Specialist]

Hello JMS -

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Brendan-BBY Community Connector]

Hello JMS,

Thank you for joining the forum.

I must say, it really sounds like we let you down here- I'm very sorry about all of this trouble. Our customer service representatives should have been able to provide clear reasons for the delays with your order, not hang up on you. I wish we could have provided a solution for you before you ordered from Amazon.

I looked into the system and can see the request for the $20 digital coupon was submitted. Sometimes these coupons can take some time to process in the system, so you should still expect to receive it. I am going to document your issue here at the corporate office and make sure this gets forwarded to the right areas. This never should have happened and we need to make sure we are giving out correct information to our customers.

Thank you for taking the time to let us hear about this.

Regards,