12-16-2011 06:48 PM
I am very upset at my experience with your phone ordering and the lack of support your team has provided for this situation.
After waiting 45 minutes on hold for a customer sales rep someone answers the phone but no one answers the phone. After another 6 minutes that person hangs up out of nowhere.
Another 45 minutes later and the customer service rep has less information than I do on the Asus Transformer Prime tablet and dock. My status says the release date to be this Sunday, but the person on the phone says both items are still listed as "coming soon". The initial sales person on 11/29 said this item should "definitely arrive before Christmas" and as I am bringing this as a gift for someone and am flying Dec. 23rd, thought this item would make it on its way before then.
I received an email today that says "If the product is a holiday gift and you would like to discuss other ways to get your item(s) sooner, please call us at 1-888-BEST BUY (1-888-237-8289) and we will gladly assist you. Please have your order number ready. "
Yet the lady said she can't help me. I requested if a manager could assist with this situation as I've cancelled my preorder at other competitors, and got put on hold for another 25 minutes. After wasting 2 hours of my time and being deceived by the sales rep initially on the phone, I can guaruntee that I will not be purchasing from Best Buy in the future and would caution others per this experience. They had the audacity to ask me to pay for rush delivery and made no effort to help with this situation. 2 hours!!
12-18-2011 07:50 AM
I just checked my order status this morning, and noticed that mine said "Backordered". I was pretty upset that I had not received an e-mail update on this. I called the customer service department, and they had no idea what was going on either. The automated message told me that there was a problem with my payment method. And then I spoke to a customer service rep, and she said that there was nothing wrong with my payment. She was not sure why the status was listed as "backordered" since it was not "backordered" in their system or on the website- according to her, they have not received the tablets yet. She updated my mailing address and my status order was changed from "backordered" to "in process - ships in 1 or 2 days". She told me that all I can do is check the order status to see if it would go back to "backordered" again.
I'm also planning on giving this tablet to my husband as a gift... so I'm kind of upset that my husband won't get this for Christmas.
12-18-2011 05:37 PM
I'm very dissapointed with the whole situation as well. I just wish I could get some kind of solid answer from a Best Buy customer rep. Each person is saying something different and no one is saying the same thing. I payed $561.00 for this tablet. My payment has already went through. This was a Christmas present, and for two weeks straight, I would call CS, and be told that my item would arrive before Christmas and it was shipping today. I wake up this morning, hoping Best Buy was telling me the truth the whole time, only to see the dreaded "backordered" status on my item. I never received an email about this. I then called CS and was told they didn't know what was going on and this situation was only going to get worse if they didn't some answers because they had been flooded with calls.
So, I just want some kind of estimate. Will I receive this before Christmas? Have I been being lied to for two weeks? When will this thing ship? Please, ANSWERS!
12-20-2011 02:32 PM
12-20-2011 03:53 PM
I was wondering if anyone received their transformer. I ordered mines on 12/3 with express shipping. The expected pre-order release date they had was the 12/18. Then on the 18th I saw the order status say backordered. Called up BB and some dude told me no, its still expected to come on the 19th. Then yesterday, the 19th, it didnt come. Some guys at gamestop said ASUS pushed back the shipping date because they couldnt produce enough and that they're expecting to get theirs for the preorders on friday the 23rd. I hope this true for every retailer. But it also doesnt help me because I too am flying out on the morning of the 23rd. Was really hoping to take that with me. Oh well, as long as BB didnt take in more preorders than they had coming. If its asus' fault, cant really do anything. Hope BB can do something to help though. Think we can give a card with the receipt of this order as a present?
12-21-2011 12:02 AM
Same problem here - I was given bad information (lied to?) at least 3 times. I could have ordered the Transformer Prime from TigerDirect and it would be on its way now if Best Buy had been honest and said they could not send me one.
12-28-2011 06:12 PM
Is Doug going to be contacting me anytime soon? It has been over a week per your message and I have received no communications from you or Doug. Can you please advise? I already messaged you with my contact information and no follow-up has been communicated yet. This has been one of the most disappointing and frustrating experiences I've had with Best Buy - can you please actually do something?
12-28-2011 06:20 PM
This is so frustrating - I can't believe Best Buy is so negligent with this information and dropped the ball. I think consumers should have more legal rights and protection from this sort of misinformation and the lack of support of an appropriate resolution. Aren't there legal organizations that protect consumers and advocate in these types of situations?