BestBuy.Com

[VirtualChris]

Here is the info so far. I picked up a Palm Pre on June 6th. On June 8th I ordered a Palm Pre *SLIP* case for in store pickup. On June 8th I went to my Best Buy to pickup my case. I discovered that there was a mistake made on BestBuy.com. The case I wanted that is listed as a *SLIP* case is actually the Palm *SIDE* case. The actual box for the SIDE case is has model 3440WW printed and BestBuy.com shows the SLIP case with the same model number.

In Best Buy's defense, even PALM.com shows the wrong model number. Here is when things get ugly. I call the customer service line on the 9th and speak to a rep. He completely verifies the mistake and says that he will do what he can, but suggests I also send an email at BestBuy.com which I do. Two days pass and the website is still incorrect. I call in again and speak with a new rep. I request to speak with a supervisor or someone with authority. She tells me that she doesn't have a supervisor and says that she will personally handle my situation. I again tell her the entire ordeal and she promises that she will send emails to the right people and get this issue resolved. Here is what she replied to me 2 days later:

Hi Chris,

My name is Trisha with Best Buy Research Team.

I'm emailing you in regards to the Palm - Leather Slip Case for Palm Pre Smartphones. I apologize that the item you saw in your local Best Buy store said Side Case instead of Slip Case. However, since the product description on our website does match the description on the manufacturer's website, I am unable to escalate this issue to our website specialists. If you would like to place an order for this item, you may do so by calling us at 1-888-BESTBUY.

I apologize for any inconvenience this may cause you. Thank you for your inquiry with Best Buy and have a great weekend!

Sincerely,
Trisha
Best Buy Research

This email is a great demonstration of how Best Buy does not provide proper weight to customer service issues and how certain customer service reps DO NOT LISTEN TO THE CUSTOMER. The first rep understood the problem, but didn't get it fixed abd the second rep blew me off. Its been a week and the website has not been updated and I dont have the item I want.

What I want is simple. Best Buy is advertising a SLIP case... Get it for me!! However, if the posting is a mistake as I have already verified, CORRECT IT!!! Any legitimate website can correct a mistake in less than a day, none or less, better than a week.

Oh, and insult to injury is the fraudulent 5-star review the case received on June 6th, the same day the Palm Pre released. How is it possible to review an item that has not been in anyone's hands yet or review an item that Best Buy can't even provide to me, a customer who  actually wants one.

Worst Customer Experience I've Ever Had.

[bbqBiker]

Same thing happened to me, partially.  I ordered what I thought was the Palm Pre leather SLIP case (the one that is pictured on BB website) only to arrive at BB pick-up to find the Palm Pre leather SIDE case in stock in the store.  I too wanted the slip case.

CSR was quite huffy with me about it even though I showed her the picture on the site was dif't than what she was presenting to me.  Her confusion/frustration was compounded because only the picture on the website is incorrect, the model 3440ww on the website corresponds to the other case she had in hand.

If this was Thanksgiving Week or the holiday shopping season I may understand, but being borderline rude to me because the website was incorrect seems a bit strange.  (Maybe it was just a bad day for her for various and sundry other reasons, so that can just be what it was.)

What was less acceptable was her solution.  Since the case was not what I ordered (per web picture) and I drove across town to pick-up too, I thought she could at least credit my card while I was there.  "No, we'll just let the pick-up order expire in 7 days...the system will automatically credit your card then."

Hm.

[VirtualChris]

Day 8 

It has been 8 Days since I informed Best Buy that the 'Palm Pre Slip Case' advertised incorrectly. It has been 8 days that they have not taken any action to fix this mistake.

I am going to post every day until Best Buy steps up and fixs this simple error or can provide me the case that they are advertising.

[VirtualChris]

Day 9

It has been 9 Days since I informed Best Buy that the 'Palm Pre Slip Case' was advertised incorrectly. It has been 9 days that they have not taken any action to fix this mistake.

I am going to post every day until Best Buy steps up and fixs this simple error or can provide me the case that they are advertising.

[Elizabeth-BBY Community Supervisor]

Hi VirtualChris,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and follow up with you.  Please allow up to 3-5 business days for him to fully research this and respond to you directly.

Thanks for your patience,

[VirtualChris]

Day 10

It has been 10 Days since I informed Best Buy that the 'Palm Pre Slip Case' was advertised incorrectly. It has been 10 days that they have not taken any action to fix this mistake.

I am going to post every day until Best Buy provides me the case that they are advertising.

I do appreciate the post by Elizabeth-BBY, but this does not fix the situation yet.

[RealGeorgeW Valued Expert]

Well if you had read her post, she said to give them a few days to get to your concern. Posting in this thread every day is no more likely to get it fixed than you hoping on one foot singing the Barney song.

Give them time to work on it.

[Nokia]

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VirtualChris wrote:

Day 11 

It has been 11 Days since I informed Best Buy that the 'Palm Pre Slip Case' advertised incorrectly. It has been 11 days that they have not taken any action to fix this mistake.

I am going to post every day until Best Buy steps up and fixs this simple error or can provide me the case that they are advertising.

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[Nokia]

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VirtualChris wrote:

Day 12 

It has been 12 Days since I informed Best Buy that the 'Palm Pre Slip Case' advertised incorrectly. It has been 12 days that they have not taken any action to fix this mistake.

I am going to post every day until Best Buy steps up and fixs this simple error or can provide me the case that they are advertising.

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[VirtualChris]

Thank you 'Nokia' and 'RealGeorgeW' for proving that Best Buy doesnt care. Neither of you listened to the problem, neither of you care that a mistake has been identified and has not been fixed and neither of you have any authority to fix this problem.

The fact is, the responses from the both of you are proving me correct and are perpetrating the lack of good customer service.

Thank you again for your wasted, unwelcome responses. Feel free to contribute when either of you can actually help.

And one more thing, legitimate businesses DO NOT take 3-5 days to fix a problem that was brought to their attention over a week earlier. I notified Best Buy of this problem in multiple ways and this problem can be fixed in less than 24 hours... that is if any one actually cares to take action.