Best Buy baited me and switched up on the ASUS G74SX-BBK9 vs. the BBK11 - not cool!

My question to Best Buy is - Have things gotten so bad in your business that you have to resort to what amounts to bait and switch tactics to get people into your stores?
I am a long time customer and Rewards Zone member. Between my family and my extended family I would say I have an impact on 7 to 10K in Best  Buy business annually (conservative estimate really) as the family tech guru. Unfortunately more often than not I find BEST Buy, really isn't in the long run and I find that sad. Let me give you an example:
I have been following the ASUS G73 and now G74 laptops for the past couple years. I have been interested in getting one because I am a middle aged performance computer nut and will not settle for sub-standard performance even in my portable computer. The ASUS G74SX-BBK9 caught my eye and I went down to the local Best Buy with cash in my pocket to pick one up. When I arrived I learned that the BBK9 is nearly impossible to find but I am in luck, it has been replaced by the BBK11 and it is in stock!. Upon closer inspection I learn that the "new" BBK11 is really the same computer as the BBK9 with a low performance hard drive AND A HIGHER PRICE!!! Please allow me a moment to inform you that when it comes to IT hardware it does not INCREASE in value as the model ages, it actually LOSES value. And it is crystal clear to me that Best Buy thinks:
1. They can pull the ole switcheroo and no one will notice.
2. The customer is stupid and has more money than brains.
3. Specs are meaningless in high performance computer hardware.
4 or all of the above!
But what really got to me was the attitude of the staff. I asked if they could help me locate a BBK9 and I would buy it that second. After a couple minutes of a passive search they said it was impossible to find. Strangely enough it is on the Best Buy site - granted it is now listed as an Outlet item, but it clearly is available somewhere. 
It does not make any sense to pay more for less and that makes me sick really. But I will be traveling for 10 days and don't have time to do an online order so I offered to buy a BBK11 but at a slightly better price than the $1249 it was listed at. Being completely fair - I would pay $1249 for a BBK9 in a microsecond if I could find one!!! But alas it has been marked down $70 and is only available in stores if you win the lottery and can find one. I am guessing it is right next the the unicorns and pot of gold at the base of a rainbow in the software section!! Are you starting to understand why this feels like a bait and switch?? The website says it exists, but good luck finding one - just feels like a foot traffic in the store come-on to me.
After a few minutes the lady I spoke with came back from a visit with a supervisor and said, "the price that is on it now, is the price it sells for and there is nothing we can do, and we have nothing else to talk about." I agreed that she was right about one thing - we have nothing else to talk about and I left feeling like an idiot for even walking into the store in the first place. A word of advice from a customer service manger - making your customers feel like idiots is not the way to build a business that will last. It is the way to alienate your customers and ruin your brand reputation in the long run.
Good luck and I hope you survive - but I think you are way off track........

So you are expecting for BBY to stock a discontinued model?
I agree that Asus dropped the ball. They did make an inferior "new" product. But that's not BBYs fault. There are probably a few BBK9s out there, hence why it's still on the website but online stock checks aren't 100% reliable.
If I was BBY I wouldn't have budged on the price either. They are just a middle man and because you want to buy it for less just means they will see even less profit on a razor thin margin to begin with.
This is far from bait and switch as it wasn't advertised, Wasn't put on an unbelievable sale, nor did they upsell you to another product. You researched what you wanted, thought you found it at BBY and when they didn't have an outdated model in stock then the next model was suggested I assume.

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    Pre-order the Collector's Edition here
    Available 10/28/14
    Just Dance 2015
    Head to the dance floor as you take your performances to a whole new level in the latest installment of the popular Just Dance franchise, Just Dance 2015. Get everyone moving with the latest jams from Pharrell Williams, Ellie Goulding, Calvin Harris, John Newman and more, and take a trip down memory lane with classics by Bonnie Tyler and Run DMC & Aerosmith.
    My Best Buy Gamers Club Unlocked members get 20% off.Learn more
    Pre-order now here
    Tom Clancy's Rainbow Six Siege
    Return to the heart-pounding shooter action of the Tom Clancy's Rainbow Six franchise with Tom Clancy's Rainbow Six Siege, an all-new installment that takes you deep inside the thrilling and dangerous world of a global counter-terrorist operative as you fight to make the world a safer place. Jump into action as you engage in fast-moving, close-quarters combat, carry out intense coordinated assaults, execute sharply tuned strategies and of course, blow away anything that stands in your way with explosive demolitions skills.
    My Best Buy Gamers Club Unlocked members get 20% off. Learn more
    Pre-order now 

    Is there anyway you can try to get more images/videos for the Battlefield Hardline? Personally I found BF4 a disappointment from BF3 so I am still 50/50 on even ordering this one.
    Any news for PC GTA V yet?
    I am not affiliated with Best Buy nor have I ever been employed by Best Buy. All of my thoughts and posts are of my own opinion and personal experience.
    I may not always know the right answer, but I will always tell you what I do know. I also do free computer analysis and consultation via private message.

  • WildStar and Best Buy's Terrible Customer Support

    To Anyone Who Might Read This:
    Because I can't seem to get a timely response from anyone through a private message in less than 3 days, because Best Buy phone reps feign ignorance and pass me along from rep to rep like a basketball (last call was for 88 minutes; 5 reps), and because at this point I feel as though my money has been stolen from me, I will resort to posting on your forums with the desperate hope of a reply.
    Allow me to frame my comments with the backstory.  On May 30, 2014, I purchased a download pre-order of WildStar Online.  I paid for the full purchase of the game (59.99).  According the Best Buy's online and instore adds, pre-ordering WildStar would give me several bonuses ingame, as well as access to the headstart weekend beginning on May 31.  The full game edition would be released on June 3, but of course I had paid in full for the game, so I expected to recieve both the pre-order bonuses as well as the full game client.
    According to both my receipt and the online add, I was to recieve the pre-order bonus code by email "shortly" after purchase.  I did not.  After several hours, I contacted Best Buy by phone, and I was assured that the email address on file was correct and that I should recieve my code soon.  The following morning (May 31st), six hours after the headstart bonus I was supposed to recieve had already started, I still did not have any email from Best Buy. At that point, I found this forum, Best Buy Unboxed, and followed the instructions given by the moderators for just this issue.  I sent two private messages to BBY which included my customer service pin and the rest of the required information, but by Saturday evening at 8p.m., I still had not recieved a response.
    At this point, I called Besty Buy customer service again, as I was missing out on the pre-order bonus that I had paid for, in full, in advance, and had been guaranteed by Best Buy.  The first four representatives I spoke to feigned ignorance and passed me along to the next, all with significant hold times.  After 84 minutes, I was connected with a so-called online game specialist who told me my pre-order code would be sent to me within 24-48 hours.  Perhaps you can see my dilemna here: 48 hours from that point would be approximately 9p.m. on Tuesday, June 2nd, 3 hours before the full release of the game.  With registration and the client download, I would effectively miss out on the headstart bonus I WAS GUARANTEED WITH MY PREORDER FROM BEST BUY.  And this is exactly what happened.
    Once I finally recieved a response from Best Buy Unboxed and an email with my pre-order code, I was able to download and play WildStar for two days.  On June 5, the WildStar client prompted me for game time credit, and would no longer allow me to access the game for play.  30 days of playtime comes with all editions of WildStar, so I was initially confused about the prompt, but after a little research I came to find out that Best Buy was supposed to send me two separate codes:  A PRE-ORDER BONUS CODE "shortly" after purchase and a "RETAIL CODE" after release on June 3.  I HAVE NOT RECIEVE THE RETAIL CODE, SO I CANNOT PLAY THE GAME I PAID BEST BUY IN FULL FOR IN ADVANCE!!!!!!
    I sent a new private message about this problem to BBY on this forum yesterday morning (6/6/14), and I have still not recieved a response.  Do you guys work on the weekends?  I also sent a reply email to Best Buy, using the "reply to" address on the email that contained my pre-order bonus code, but I have still not recieved a response.  I cannot think of a logical reason why I can't be given a response within 24 hours from Best Buy, particularly considering I have already paid in full for this product.  
    I am a long-time, loyal customer of Best Buy, but my confidence in your company has been shaken in recent years.  Customer service, within your stores (particularly in Mississippi), is absolutely horrid.  You representatives are not in the least bit knowledgeable, and do little more than hound customers for sales--if they aren't too busy huddled in electronics hiding from us. Phone support is equally terrible.  I should not have to spend 88 minutes on a phone call and be passed from rep. to rep. to rep. to rep. until someone figurs out how to get an item to me that I have already purchased.  It looks like I will now have to add Best Buy's electronic assistance to the list of my terrible customer service experiences, as a 2-3 day response time from you guy is absolutely ridiculous.
    Since 2001-2002, I have spent literally tens of thousands of dollars at Best Buy.  I have purchased televisions, vcrs, dvd players, blueray players, car stereos, computers, movies, video game consoles, console games, computer games, music, Keurigs, surround sound systems, an Ipad Mini, an ASUS pad.....I could go on and on.  Considering my loyalty to your company, considering that the first place I want to go whenever we travel to a city that has a Best Buy is your store, considering all the money I have spent with you guys over the years.....this situation, your inability to get my the darn RETAIL CODE FOR WILDSTAR that I have already paid for, well, it just pisses me off to no end.
    I am beyond frustrated.  I feel as though Best Buy has stolen my money.  Could you, actually would you (because I know you can) send me the merchandise that I have already paid for, and help to restore some of my faith in Best Buy?
    Thanks.
    TLR----Read the whole thing.  You guys (BB reps) owe me that much, at least.  It won't take a fraction of 88 minutes, I assure you.

    Hello SEpowell,
    Purchasing a digital download should be a quick, easy and painless process -- not a trying ordeal like you described -- so your frustration is certainly understandable. I'd be upset too if I found myself waiting an extended period of time for a product key, especially if there was any confusion regarding who might be able to help me find a solution.
    I've sent you some information, so please make sure to check your private messages when you have the chance to do so. As always, you can check your PMs by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
    For future reference, customers can typically expect a moderator response within 2-3 business days (not including weekends or major holidays). Sending duplicate private messages to multiple moderators will not result in a faster turnaround time. If you are in need of immediate assistance with a digital download, please call 1-888-BEST-BUY (1-888-237-8289) and ask to speak with our Digital Library team.
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy not fixing their glitches and errors

    I have been trying to deal with customer service regarding my name being fraudulantly changed on My Best Buy. I used my reward card to purchase an Ipad that I had delivered to my place of employment so that it would not sit unattended at my doorstep all day. Ever since that day, My Best Buy has shown my name as the name of the place that I work. I have had reward certs issued in this other name and duplicate cards issues in this erroneous name. 
    I have spoken to customer service multiple times and have been given the run around and promises to be contacted within a certain time frame with no contact and no results. I however, did receive and email that Best Buy must protect the privacy of the name that is associated with MY account even though this has been MY account for over FIVE years and this other name was not added/glitched on until the end of March 2014. I have submitted receipts showing purchases both in store and through bestbuy.com that show me using my own name to purchase items and also have email correspondence from Best Buy addressed to the original name on the account. 
    I had even been advised by a customer service rep to open another Best Buy account which would cause me to lose my Elite Plus status. It feels that I am now being penalized for Best Buy's errors and incompetence.

    Good morning ceppes, and welcome to the Best Buy forum,
    If the name associated with your My Best Buy™ account somehow randomly changed following a recent purchase, then I can certainly understand why it is you might feel frustrated.  You should not have to create a brand new account, so let me see if there is anything I can possibly do to help.  To further discuss your My Best Buy™ account and ensure it is up-to-date, I am going to send you a private message.  You can check your private messages by clicking on the yellow envelope icon located at the top of the page.
    Thank you for taking the time to reach out to us.
    Derek|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Purchased Adobe Acrobat Pro XI Student edition from Best Buy and it will not download

    Purchased Adobe Acrobat Pro XI Student edition from Best Buy and it will not download. It made me download an installer  and then when I went back to download it from the Best Buy digital library and clicked on "Download," nothing happened

    I have done both of those and still no luck. I have tried this download on Chrome, Internet Explorer, and Firefox and its the same story on all of them. I have a Windows, also, if that helps

  • Welcome Coupons not working. Need help. Wasted 30$ and 2 hours by calling 1800-best buy

    Signed up for Gamers Club Unlocked about a month ago and recieved the the coupons in my mail.
     I go to Best Buy I have the pre-owned games I want, and I go to the register. At the register, I give the clerk my phone number in order to get the GCU discount, and then I give her the coupon. My phone number works and applies the discount, but the coupon doesn't work.. Declined, declined, declined. She says they're being declined as if they were used already. She tells me there's nothing she can do, that I have to call the 1-800 number. I ended up leaving the store empty-handed out of frustration. 
    Called 1800 best buy and was tranferred from department to department for 2 hrs with no resolution.
    Wasted  2 hrs my  and coupons expiring on 14th April so there are  6 more days to go.

    Hello jatin,
    I want to start by saying how truly sorry I am for the numerous inconveniences you've experienced throughout this process.  I can understand completely why you would be feeling frustrated and disappointed. I'd like to personally apologize for the hassle.  
    I'll be happy to see why your coupons aren't working, but I'll need you to send me a private message by clicking the blue box at the end of my signature including your My Best Buy account information and the "Customer Service Pin" from your purchase of the Gamers Club Unlocked program.  
    Again, I'm sorry for the trouble and I look forward to hearing from you.  
    Blake|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Vision:M 30 gig problem and Best Buy Rhapsody?----PLEASE H

    Hey guys,
    I just bought the Zen Vision: M 30 gig MP3 player from Best Buy and after putting in the CD and downloading everything to my computer Im having quite a bit of trouble.
    Ive had an iPod for the past few years so i've become accustomed to it and cant seem to figure this whole Zen thing out..
    What im having trouble with is moving songs I have in mp3 format from my computer to the Zen...
    After downloading everything off of the CD that came with it I have 5 new desktop icons
    -ZENcast Organizer
    -Best Buy Rhapsody
    -Audible Manager
    -Creative Product Registration
    -ZEN Vision M Series Media Explorer
    I registered the product and everything and then the instructions said to connect the ZEN and hen open up ZEN Vision: M Media Explorer... and then click browse media and then simply drag and drop them to get them into the ZEN...
    So I found my music and everything and then here is where I am stuck...
    Im assuming that I drag and drop them into the Best Buy Rhapsody program and then from there it should work like an iPod... right?
    The problem is that every time I open the Best Buy Rhapsody program I keep getting an one of those error messages ... it looks like this:
    http://img262.imageshack.us/my.php?image=zenhelpeo0.jpg
    * I guess images dont work.. thats the URL to the screen shot of the error message.
    It has something to do with RealNetworks Rhapsody ... whatever that is..
    So I click "dont send" obviously and then the program shuts down..
    All of the other programs that I installed don't seem to be able to move files from my computer into the Zen so I guess my question is this: Are there any other ways to get music/videos/anything else from my computer to the Zen without using the Best Buy Rhapsody since that seems to not want to work?
    It seems like there should be another way to import music onto the Zen besides the Best Buy Rhapsody.. i mean, Best Buy isnt the only store that sells these things I dont think so how does anyone else do it's?
    Anyways, thanks for you time guys... Im leaving for vacation in a day so hopefully I can figure this out soon... Thx!

    just click on your m vision media explorer and then send your music over.

  • So I've found the laptop I want and it's at Best Buy...

    Actually, the laptop that I have researched extensively is at several websites and stores. I do, however, like the components of Best Buy's configuation and price the best ,hence my registration here. First and foremost, the laptop that should be on everyone's wish list (lol) is the HP TX2Z Tablet that a Best Buy within 30 miles of me has instock (at least it says this online)! So, I see all these like 10% off coupons for computer accessories, TV's, applicances, etc. What about the one's for computers and whatnot? I am itching to feel like I'm getting a good deal on this, and even though I may already, I think a coupon would be great. My mom just bought the Toshiba Mini at Best Buy last week and signed up for that Reward Points crap. I don't really know what that is, but from my quick perusing through these forums, apparently you get coupons and whatnot. I'm not RUSHED to make this purchase and have been feverishly looking for a comparable used model of this laptop (hey, a quick reformat makes it new to me!), but if I could find a coupon or something I would definitely go buy one immediately. So do they just not make them for laptops? I found one online that says "$100 off any notebook purchase" and has some exclusions (which do NOT apply to me, so weeee) but it's some weird print screen although the coupon looks legit. It expires 11/24/2009 but it's the ONLY one I found and usually you would see these plastered all over the place so I don't want to try it and then look like some weirdo if it didn't work, lol. I printed it out anyway and still have a copy saved, but still. I don't know. Any help?
    -rye

    Always nice to see someone do their research, rye!
    First off, sadly BestBuy does not have coupons that apply to laptops and desktops but the RewardZone will help a lot! It is basically a 2% cash back! These reward certificates can be applied to any purchase though!
    Please believe me when I say, you will very rarely find a better deal on a equivalent configuration. Though what I said is irrelevant to you since the HP one does have different configuration but most people do not use over 80 GB and an 8-cell is not necessary unless you will be traveling frequently. I do want to warn you about some charges that HP will tend to throw on, such as shipping and services.
    If you ever do have a problem, rather than walking right into BestBuy and having GeekSquad fix your problems, you will need to pay to ship the computer back and most of the time the manufacture even charges you for the parts which get real expensive. If you do have GeekSquad Black Tie Protection, GeekSquad will take care of everything and anything and every plan has one free battery replacement to boot. Typical 6 cell can range from $100 to $170 depending on the manufacture. Here is the 6-cell for the laptop you want. My HP has had the power chord tear 4 times and each new one cost me about $54. From that day forward, I always buy GeekSquad Black Tie Protection, it includes AC chord replacements!
    Buying from BestBuy with a GeekSquad plan is the safest and best investment for your purchase. I know it seems like a bit more upfront, but factor the price out over the time of coverage, you pay about $6.70 /month for full insurance. I hate paying for my car insurance, but when I get in an accident, boy am I happy I have it. HP does not provide coverage and services even close to GeekSquad.
    I hope I helped you understand discounts for BestBuy and by far, I do not shop at BestBuy exclusively, it's just that I have really grown to dislike HP after 2 desktops and a laptop.
    Warm Regards,
    Jason

  • 2 Questions for a New GCU Member: I Didn't Receive 2x the My Best Buy Points and my Welcome Coupons

    Hello, I just signed up for a My Gamer's Club Unlocked membership at my local Best Buy store today, and after signing up for it, I used it when purchasing two games: Splatoon ($47.99 with GCU) and The Legend of Zelda Majora's Mask 3D ($31.99 with GCU). I checked my account after purchasing these two games, and it doesn't seem like i'm getting 2x the My Best Buy points on each game. I may be mistaken about this (I'm still really new to this whole membership), but I believe you're supposed to get 2 My Best Buy points for every dollar you spend on new video games if you have the GCU membership. For example, if I spent $47.99 on Splatoon, instead of getting 47 My Best Buy points, I should be getting 94 My Best Buy points. Similarly, if I spent $31.99 on Majora's Mask 3D, I should get 62 points and not 31 points. On my account, it only shows that I am receiving 47 points for Splatoon and 31 points for Majora's Mask 3D. Maybe it's because the other points I am supposed to get haven't appeared yet and i'm just impatient, but aren't I supposed to be getting double the points for each purchase of a new video game? Also, it might just be because i'm impatient, but where/when am I supposed to receive my welcome coupons for the GCU membership (Buy 2 Pre-Owned Get 1 Free and 50% Off Any Strategy Guide)? I'm really excited for the 50% off coupon so that I can get the Splatoon game guide for $7.50!  Thanks in advance!

    Hi Apricot,
    Welcome to Gamers Club Unlocked (GCU)!
    Like your Welcome Packet situation, I believe that patience is going to be the key here. The Welcome Packet can take 2-3 business days to receive, as you experienced with yours. Bonus Points work a bit differently. Any bonus My Best Buy points may take 15-20 days to post to your My Best Buy membership. During this timeframe, they may or may not even show as pending.
    If the timeframe above passes and you’re still not seeing bonus points, please send me a private message via the link in my signature.
    Thanks!
     

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