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New Member
Posts: 4
Registered: ‎04-30-2020
Accepted Solution

Cannot get a hold of customer service for price matching

[ Edited ]

I've been trying to get a hold of customer service for the past week regarding price matching the Razer Blade Stealth 2020 laptop.

 

https://www.bestbuy.com/site/razer-blade-stealth-13-3-laptop-intel-core-i7-16gb-memory-nvidia-geforc...

 

Does Best Buy price match the manufacturer website?  It's not even a sale price, Best Buy just sells it for more.

 

{removed per forum guidelines}

 

I'm wanting to use a 10% off coupon I have to put towards the purchase that expires today.

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New Member
Posts: 4
Registered: ‎04-30-2020

Terrible Experience While Attempting to Price Match

[ Edited ]

Attempted to price match the new 13.3" Razer Blade Steath becuase my birthday coupon expires tonight:

 

https://www.bestbuy.com/site/razer-blade-stealth-13-3-laptop-intel-core-i7-16gb-memory-nvidia-geforc...

 

It is currently priced at $1899.99 at BestBuy.com.  According to the manufacturer, it should be listed at $1799.99:

 

{removed per forum guidelines}

 

I waited in the online chat queue to price match for approximately 6 hours just to told that they could not reach the website listed above and to try reaching out later.  Here is the transcript:

 

Austin (12:33:28 GMT) : Thank you for choosing Best Buy, my name is Austin. How may I assist you today?
Visitor (12:34:01 GMT) : Hello Austin, I'm interested in purchasing a laptop but it seems to be priced higher than the manufacturer's direct store
Visitor (12:34:10 GMT) : Is it possible to price match it?
Austin (12:34:10 GMT) : Hi.
Austin (12:34:14 GMT) : Alright.
Austin (12:34:28 GMT) : I will be glad to check if the product qualifies our price match policies.
Visitor (12:34:54 GMT) : This is what I'm interested in: https://www.bestbuy.com/site/razer-blade-stealth-13-3-laptop-intel-core-i7-16gb-memory-nvidia-geforc...
Austin (12:35:03 GMT) : Thank you.
Visitor (12:35:24 GMT) : and here is the direct site for USA: {removed per forum guidelines}
Austin (12:35:55 GMT) : Thank you for the link.
Austin (12:36:08 GMT) : Let me check the price match eligibility for you.
Visitor (12:36:16 GMT) : Thank you
Austin (12:36:32 GMT) : You're welcome.
Austin (12:36:44 GMT) : May I please have 3-4 minutes to look into this for you? I appreciate your patience.
Visitor (12:36:53 GMT) : Sure, take your time
Austin (12:36:58 GMT) : Thank you.
Austin (12:38:18 GMT) : Thank you for your time.
Austin (12:38:36 GMT) : I have checked and see that their website is currently not working.
Austin (12:38:40 GMT) : The webpage at {removed per forum guidelines} might be temporarily down or it may have moved permanently to a new web address.
Visitor (12:39:07 GMT) : strange, it is working for me
Austin (12:39:32 GMT) : But it is not working from our end.
Visitor (12:39:35 GMT) : try going to just razer.com and selecting the 13 inch option with the same specification
Austin (12:39:49 GMT) : Let me try this for you.
Austin (12:41:28 GMT) : I have checked and see that even it is not working.
Austin (12:41:30 GMT) : The webpage at https://www.razer.com/ might be temporarily down or it may have moved permanently to a new web address.
Austin (12:41:52 GMT) : I would suggest that you please contact us after sometime where it may work so that we can check and help you.
Visitor (12:42:24 GMT) : ? I've tried 3 different PC's and my phone
Visitor (12:42:27 GMT) : they all work
Austin (12:42:44 GMT) : Yes, I understand, it is not working from our end.
Austin (12:42:56 GMT) : I request you to please contact us after some time.
Visitor (12:43:08 GMT) : how long is the wait time next time? I was on hold for 6 hours
Austin (12:43:19 GMT) : I am sorry to hear that.
Austin (12:43:51 GMT) : The chat option will be starting now and we are the first to start so please contact us in some time.
Austin (12:44:23 GMT) : The chat timings are from 8 AM CST to 9 PM CST.
Visitor (12:45:10 GMT) : I don't know what to say. Thanks for trying to help I guess? I am at a loss for words
Austin (12:45:23 GMT) : Previously it used to be from 7 AM CST to 1 AM CST but due to the situations we have reduced our timings.
Austin (12:45:28 GMT) : Please do not worry.
Austin (12:45:54 GMT) : Rest assured, we will check and help you please contact us back in some time.

 

As stated in the transcript, I was able to access the links/site with multiple devices with no issues.  Any desire to purchase this laptop from BestBuy or any other product has now been diminished.

 

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New Member
Posts: 4
Registered: ‎04-30-2020

Re: Terrible Experience While Attempting to Price Match

 

Here is my 2nd interaction with trying to price match Razer.  I'm finished with BestBuy as a whole after this.  Currently on hold with Customer Care to close my membership/account and in the process of calling Citi to cancel credit card. 

 

 

 

 

Ken Lee (18:41:04 GMT) : Thank you for choosing Best Buy, my name is Ken Lee. How may I assist you today?
Visitor (18:41:33 GMT) : I was trying to purchase this laptop: REMOVED BECUASE OF FORUMS GUIDELINES (RAZER WEBSITE FOR ITEM IN QUESTION) 
Visitor (18:42:08 GMT) : but the price increased by $XXX a few days ago. I attempted to price match this to the manufacturer's web store earlier today
Visitor (18:42:26 GMT) : and after being on hold for 6 hours, they told me they couldn't reach the site
Visitor (18:42:41 GMT) : Not to happy about that
Visitor (18:43:02 GMT) : Here is the manufacturer's web site:
Visitor (18:43:03 GMT) :  REMOVED BECUASE OF FORUMS GUIDELINES (RAZER WEBSITE FOR ITEM IN QUESTION) 
Ken Lee (18:43:32 GMT) : Andrew, I’ll be happy to check if the item is eligible for price matching. If it is, I can definitely help you complete your online purchase and get the lower price.
Ken Lee (18:43:48 GMT) : Thank you for details.
Ken Lee (18:45:02 GMT) : May I place this chat on hold for 3-4 minutes, to check price match eligibility for you?
Visitor (18:45:07 GMT) : Sure
Ken Lee (18:45:18 GMT) : Thank you.
Ken Lee (18:54:50 GMT) : It's taking more time than expected, I'm still checking on it. Please stay connected.
Ken Lee (19:01:00 GMT) : Thank you for staying connected. I appreciate your time and patience.
Ken Lee (19:02:26 GMT) : Andrew, I'm sorry the product that you're looking on the manufacturer website seem to be a different model. Both the products must have the same model number, features and specifications in order to be eligible for a price match.
Ken Lee (19:02:29 GMT) : In Best Buy model number is RZ09-03102E22-R3U1and in manufacturer model number is RZ09-03017E02-R3U1
Visitor (19:03:42 GMT) : It's exactly the same spec and model. It differs because of it is a BestBuy model.
Visitor (19:04:10 GMT) : No worries, you've just finalized my decision to cancel my BestBuy cards. Thank you for at least trying to help
Visitor (19:04:34 GMT) : I'll just purchase it from Amazon or something when it releases
Visitor (19:04:40 GMT) : Thanks

 

 

Highlighted
Best Buy Employee
Posts: 2,004
Registered: ‎01-09-2015

Re: Cannot get a hold of customer service for price matching

Ken Lee was correct, the model numbers are different. This is a specific stipulation in the Price Match Guarantee. As we do not have access to manufacturers databases for all variants of a series of computers, we can only match if the model/upc is identical. I’m sorry this has changed your feelings about Best Buy and I hope that one day you’ll give us another chance.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
New Member
Posts: 4
Registered: ‎04-30-2020

Re: Cannot get a hold of customer service for price matching

I'm not going to debate against this policy any longer since I've already purchased the device elseware with little hassle.  I do, however, would like to point out that the price just "coincedently", as of now, matches the MSRP with the same spec/model as the manufacturer's website:

 

https://www.bestbuy.com/site/razer-blade-stealth-13-3-laptop-intel-core-i7-16gb-memory-nvidia-geforc...

 

I'm not sure why your post was marked as the "Solution" as it didn't resolve a simple matter.  The "Solution" was to purchase elseware, which is what I do reccomend others to do from now on.

Highlighted
Best Buy Employee
Posts: 2,004
Registered: ‎01-09-2015

Re: Cannot get a hold of customer service for price matching

Solutions are sometimes not what we want to hear, but are answers nonetheless. The moderators marked the answer as correct since it did not qualify for a price match, and they did so to allow them more time to delve into the other customers who have topics that aren’t simple policy questions. While we don’t want people to necessarily shop elsewhere, it seems that there was no other options available as the model numbers were different. Hope this clear it up for you.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***