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Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

@ShakilaG

I will. I've tweeted them and posted on their Facebook as well.

https://forums.bestbuy.com/t5/Best-Buy-Store-Purchase/S10-Preorder-in-Limbo/m-p/1283317#M37997

Here's a link to my thread
New Member
Posts: 8
Registered: ‎03-14-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

At least some people got emails stating that their order was being delayed. I didnt even get that much!!
Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

I received my email at 6:10pm. Definitely not acceptable, especially with them stating this morning that it was backordered.

Apparently their systems are that antiquated that an update takes 7 hours. Very sad for a multi-million dollar business. I've received more prompt updates from small time Etsy sellers.
Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

So, no updates as of yet. One of the BBY members asked to have information PM'd as the first member had gone home. Sent a PM within 5 minutes. As of this morning, no response to that. Bumped the thread again, hoping for some answers.

It's neat: they have the same phone available for delivery by Tuesday or store pickup Thursday, and it says they have it in stock at the other location ~15 minutes down the road. But, I'm supposed to wait a month because I pre-ordered. That's not how that works.
Member
Posts: 12
Registered: ‎03-15-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

Same issue here.. As of now, the only information i have gotten is the LATE email from March 8th... NO ONE KNOWS where the phone is or when it will come in.. If i order from Samsung’s page i'll have i in a couple days... But i would have to cancel my pre-order first so i can actually use my AT&T upgrade and lose out on my preorder gift.  Pre-order at this point seems very worthless as i could have walked into a Samsung store and just picked it up outright!  (btw, if the phone doesn't come in soon, that's what i'll do next time)

 

Very loyal Best Buy costumer.. I have had a card with them for years.. I purchased 3 computers there... All my new homes large appliances... My 82 inch TV (that wasn't cheap)... 4 other TVs in the past.. my last 4 phones (and my wife’s phones) and who knows how many games and random small things... 

 

I understand when things are delayed, it’s the real world and they need Samsung to ship out the devices... But the lack of communication and the being passed around from Store to 877-Best-Buy and back... One saying the other can update me.. The woman on the phone literally admitted the In Store clerk is just passing the buck to get me off the phone... 


It's cool... it's a $1,600 phone that is a week late with no reasonable explanation... I’ve been told it will auto-cancel on April 8th… I just want what I paid for, nothing else… 

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Member
Posts: 12
Registered: ‎03-15-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

@tylerkingphoto 

 

I agree 100% with your point about new orders going out.

 

BBY PLEASE assure us who put in pre-orders that we will be getting our devices before this Tuesday. If NEW orders are saying they will be arriving by Tuesday, then HOW IS IT POSSIBLE that they would be delivered before pre-orders from February? I assume the fact that new orders are being shipped is proof that the pre-orders are being filled in the next day or so Smiley Wink haha

(PS, i know the mods on this forum have nothing to do with this and are just doing their jobs, but even they would agree that new orders should NEVER be filled before pre-orders )

New Member
Posts: 8
Registered: ‎03-14-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

I just dont understand how after all the inconvenience myself and the people on this forum have gone through that we are still being told that if we cancel and go to the store we will no longer be eligible for benefits we have been waiting for TECHNICALLY before the phone even released. That is just not right AT ALL.
Regular Member
Posts: 29
Registered: ‎03-15-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

This is my response to the canned message about their failure to provide preorders in a timely manner while still providing them in a way that Samsung honors the preorder promotion:

I do understand that BestBuy isn't able to alter the promotion of another company.

However, I do believe, as the failure is on the part of Best Buy, that an equivalent offer should be made allowing those who have pre-ordered to receive something of equal value to the bonus and their item in a prompt timeframe.

Let me know which options would be available whether it be a stock transfer from a store having the device in stock; shipping a device from online and listing my address as the store for pickup, returning that device and using it to fulfill my preorder, or doing the same with my own address; or directing the stock that is available for delivery by March 19th to the store to satisfy my preorder and the preorders of others over new orders that have yet to be paid for and weren't paid for well over a week ago.

I'm guessing it would be safe to say since their is stock that would be available to me by Tuesday, that I should expect my pre-order to be fulfilled at or before that date, correct? Or is assuming that devices that have been paid for and preordered before their launch dates take precedence over the most recent orders incorrect?

I just want to make sure that Best Buy's policy on pre-ordered goods aligns with every other manufacturer and supplier policy, or get confirmation that their policy on pre-orders is the antithesis of the term.

Thanks,
Posts: 83
Topics: 2
Kudos: 30
Solutions: 6
Registered: ‎10-19-2017

Re: Samsung Galaxy S10 Series and Watch Active FAQ

Hi there, GinoFratto!

 

Welcome to our Best Buy Forum community!

 

First of all, congratulations on your new phone! The Samsung Galaxy S10 looks like an amazing model, so I can certainly understand your desire to get yours hands on your pre-order as soon as possible. 

 

That said, it pains me to learn you have felt out of the loop when it comes to your order. Along with trying to secure more phones to fulfill our pre-orders, emails should also be sent out to the email address on file as soon as more information becomes available. We know how important this phone is to you, so it's disappointing to hear that is not the impression you've received when reaching out for support.

 

While I can't promise that their will be more information on my end, I'd be happy to take a look. To keep your personal information secure, please send over your full name, phone number, email and order number using the blue "Private Message" feature in my signature.

 

Sincerely,

 

 

Jessica|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎03-08-2019

Re: Samsung Galaxy S10 Series and Watch Active FAQ

This message is for corporate, I don't expect any of the moderators to solve this problem. I find it reprehensible that a company like BB could go dark with regards to communicating with their customers. I'm specifically speaking at the corporate level. I have worked in customer service and one of the golden rules is to communicate, communicate and communicate some more. I understand that certain models of the Galaxy S10 are on back order, however given the excitement surrounding the product, you would think that the executives would be extra sensitive to its customer base anxiety. The main reason most people pre-ordered was to get the Galaxy Buds for free. According to Samsung's documentation you would need to respond via your new Galaxy device by April 4th. I have had to contact Samsung support to see if the deal would be extended for those whose phones were back ordered. They have taken my information and said to contact them if I miss the deadline. Furthermore, I can go to Samsung’s website and order the same model, color and carrier to which Samsung gave me a ship date of March 29th.  I have been a long time BB customer and while I’m highly annoyed at the lack of communication from a corporate level, I will continue to shop at BB. I just think this Galaxy S10 launch should be a lesson learned for the BB executives.