Order related customer service concerns

The year end holidays are rapidly approaching and there are a number of new members joining to share various experiences and stories related to their ordering process.
We have had record sales volumes and the phones are very busy right now - hold times may be long.
I would recommend calling 1-866-428-4465 between the hours of 11am and 1pm EST or after 4pm EST to minimize hold times.
Email and Fax are alternatives, but these communication channels are largely covered by some of the same sales support resources that are responding to phone calls, so response times on these secondary channels may be long as well.
If you have a delayed order - it will help keep the discussions organized if you will find and join your comments to one of the existing shipping discussion threads floated to the top of most of the product family boards. For example if you are waiting on a Y550 IdeaPad, you would join the shipping discussion on the Y and U series IdeaPad board.
If you have more general order related questions - Payment methods, split orders, cancellations or returns, you can append here to this discussion thread. Please keep in mind that this forum is a peer to peer support community - we are not staffed to provide individual service through this channel.
Thanks in advance for your consideration and cooperation,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

Hi,
I am sorry I have to post here, but I simply seem to hit a roadblock to try to communicate with Lenovo through other channels.
I placed an order for the Ideapad Y550 offer on 12/3/2009, 3:54 p.m.
IdeaPad Y550
Packed with multimedia features.
Intel Core(TM) Duo T6600 processor
Genuine Windows (R) 7 Home Premium
15.6" Wide HD Display (1080p)
3GB memory & 250GB hard drive
Dolby(R) Home Theater (TM) w/ 2 speakers + subwoofer
(Note that I upgraded some components further)
It occurred to me that
a) the coupon code USPGIFTY550 for the extended Cyber Monday event was not applied for some reason and tried to contact customer care and [email protected] right away. (Some shopping cart glitch it seemed, it was displayed at one point and suddenly it seemed to be gone when ordering)
b) I also wanted to ensure that the product is as advertised because I notice that the order summary suddenly did NOT mention the FULL-HD 1080P display that was advertised in the web-ad, but there was no way to change the configuration, so I have to assume it is going to be 1080P.
Up until now (12/13/2009), it seems that the system is still advertised with FULL-HD (meaning 1080p) but the system configuration does NOT reflect that.
So I attached a screenshot of the ad also in my communciation with Lenovo.
For those problems, I tried to contact Lenovo at [email protected]:
at
12/03/2009, 7:55 p.m.
12/04/2009, 12:20 p.m.
12/08/2009, 6:58 p.m.
12/09/2009, 9:44 p.m.
And I tried to send a FAX to the mentioned Lenovo FAX number at 12/07/2009 - no response either.
I unfortunately do not have the luxury do have spare time during daytime to make phone calls and not even be connected to someone, I actually tried a few times which could get me into trouble for doing that when I have to do other work, but it was just a waste of time.
I also strongly prefer written communication since then you have an accountable record of what happened and what was said.
How can you go ahead and ship a system before rectifying those concerns?
I have no tolerance for companies simply ignoring customer communication, I do not take "high volume" or "oh, it was Thanksgiving/Black Friday/Cyber Monday" as much of an excuse. A company planning and doing a major promotion has to anticipate a major customer response and thus ramp up their capacity to deal with that. It is in their domain of responsibility. We are not talking about a mom&pop shop who is surprised to be featured at Oprah here and suddenly be overwhelmed.
The system is meant as a gift for immediate (elderly) family who live on another continent, who I do not see not often, so it better be exactly as advertised and the coupon better be applied.
I wish I could attach the picture of the advertisment at Lenovo.com here, but the web page still advertises a FULL-HD system, text says:
"Packed with multimedia features, DDR3 memory for fast processing, advanced graphics and a high-end Full HD 16:9 widescreen panel for a true cinematic experience. "
The advertisment has been online for a long time, it cannot be a mistake and I have confirmed that the system actually has been and is available in some places with FULL HD, so I am expecting my system to reflect that even though the information available online is confusing right now.
If my worries are true which is underlined by what seems to be refusal to communicate with me through email it feels like someone is delaying the communication which underlines that it is like bait&switch, advertising FULL-HD and shipping something else, cannot be an error when being advertised for weeks. This is not only illegal but depending on the severity of the case and legislation can even be a prosecutable offense.
I am extremely dissatisfied right now.
What is Lenovo going to do to make me happy again?
Issues/Concerns summarized: Coupon/Pricing; FULL HD (1080p) display and total non-responsiveness for 10 days.
I hope we do not have to go the route of more negative publicity and further escalation.
Regards,

Similar Messages

I am having an issue regarding a placed order via customer service department

I recently relocated to Anchorage Alaska as part of a permanent change of station per the United States Air Force. I was initially located on the East Coast in the lower 48 and at the time of activating my contract I had purchased two separate Iphone 4 devices. I also recently went in to a store in February to purchase a Nexus 7 as well.
Upon arrival in Anchorage I had multiple issues regarding the Iphone 4 devices including being unable to send and receive text messages & imessages, unable to make phone calls, dropped phone calls, unable to utilize GPS, as well as not being able to access general account information and use anything related to web browsing or data usage. It was determined that because the Iphone 4 operates on the 3g network and Verizon does not have a 3g network in Alaska, as a result I was utilizing an extended service network from another carrier. As a result of this I am only able to use my Iphone 4 devices while connected to my wi-fi network while within my home, which is totally unacceptable.
I was not made aware that I would be dealing with this when I moved to Alaska and inquired as the the use of the devices I currently owned prior to purchasing the tablet. I was assured by three separate store employees one of which being a manager that all devices would function at 100% efficiency including the Iphone 4s. In fact I was recently billed 350$ for roaming charges last month, which prompted me to speak with a representative via the online chat regarding the significant increase she said that she was unable to process any sort of credit to the account regardless of what I had been told at a local Verizon store where I purchased the tablet.
As a result of all of these mishaps since arriving here in Alaska I determined I was in need of newer devices that utilize the 4G LTE network currently provided by Verizon in Alaska. I know for a fact that the 4G LTE works great up here because my Nexus 7 tablet runs flawlessly and does not incur roaming charges when utilizing the 4G LTE network.
Yesterday I attempted to contact Verizon through the live chat feature regarding upgrading two of the devices on my account. The live chat representative immediately asked me when my upgrade date was. Upon telling her my upgrade date 9/29/2014 she told me I should contact the customer service department as I might be eligible for an early upgrade. I then proceeded to contact the customer service department using my Iphone 4.
My attempt to speak to anyone in the customer service department resulted in a merry-go-round of being put on hold 6 separate times by two different employees, both of which had me wait for more than an hour while they attempted to speak to a manager to gain approval for an early upgrade. The first rep seemed almost sure she would be able to have my devices upgraded early especially considering the issues I was having regarding service.
The second rep seemed newer and was very dodgy about my questions and was very unwilling to help at first. He even mentioned that I had been a Verizon customer for almost two years, had never missed a single payment and had outstanding account history which should have garnered some sort of importance to the level of my request. But I digress, during this time I was disconnected from the call twice from each separate representative.
Both reps assured me they would call me back, I never did get a call back from either one of those reps and I was becoming very frustrated having waited four hours trying to find some sort of solution to my current predicament.
After waiting an hour for the second representative to call back I grew impatient and contacted the customer service department, was put on hold again, and finally reached a third customer service representative who was able to provide a solution for me.
I explained everything I had been dealing with to Cory ID # V0PAC61, both regarding the phones, the issue of the level of service I was receiving, the dire need for working devices and the multiple times I had been disconnected. I explained to him as a result of these issues I was certainly considering switching to a different provider, a local provider even who could provide me the adequate service that I require for my mobile devices.
I explained to Cory that I had been with Verizon for almost two years, and I had been on a relatives account prior to owning my own Verizon account and had never received this kind of treatment when trying to work towards a simple solution. Cory proceeded to tell me he needed to put me on hold to see if there was anything that could be done regarding the upgrades of the device considering all of the trouble I had been dealing with.
After Cory reconnected with me in the phone call he was able to successfully reach a solution by allowing me to upgrade my devices. We conversed about the options available and I eventually decided to upgrade both Iphone 4 devices to Moto X devices as we determined those would be sufficient for my needs while in Alaska. I also proceeded to add two Otter Box Defender cases to the order so that the devices would have sufficient protection. Cory inquired as to whether or not I would like to purchase insurance for the phones as well and I opted for the $5.00 monthly insurance which including damage and water protection.
Cory explained to me the grand total for the devices which included an activation fee of $35.00 for each device, $49.99 for each Otter Box case, and an additional $50.00 for each device which would be refunded as a rebate upon receipt of the devices and activation, a rebate that I would be required to submit. Cory explained to me that the devices would most likely arrive Tuesday of 6/17 and no later than Wednesday 6/18.
Cory took my shipping information and told me everything was all set and the only thing left to do was to transfer me to the automated service so that I could accept the 2 year agreement for both devices. I thanked him very much, took his name and ID# so that I might leave positive feedback about his exemplary customer service and was then transferred to the automated service.
Once transferred to the automated service I was then prompted to enter both telephone numbers for the devices that would be upgraded, I was then required to accept the new 2 year agreement for both devices and after doing so I was required to end the call. I did so in an orderly fashion and expected a confirmation # to arrive in my email regarding the placed order.
I have never received a confirmation email. I decided to sleep on it and assumed a confirmation email would be sent sometime tomorrow. Nothing has since been received however. I woke up early this morning around 6AM Alaska time to speak to another live chat representative, Bryan, in the billing department who assured me the order was currently processing and verified the order #. I asked him whether or not it was typical for a customer to not receive a confirmation email for an order placed and he said it can sometimes take up to 2-3 business days. He then stated that he had taken note of the issues I was experiencing and told me he would transfer me to the sales department as they would be able to provide more information regarding the shipment of both devices and a confirmation email, as he stated he did not want me to have to wait any longer than necessary to receive said devices.
I was then transferred to Devon in the sales department via the live chat service where I was then required to repeat everything I had said to both Bryan and the other representatives I had spoken too. After a lengthy discussion and repeating everything I have just wrote he told me the order was indeed processing and that he would send a confirmation email in the next 30 minutes.
That was 2 hours ago. It is now 8am Alaska time and I still have not received a confirmation email regarding my order. I was sent an email by Verizon an hour ago stating I had a device to "discover". The email contained no information regarding the shipment of my device, the order confirmation number, or anything regarding my account. The email I received was a typical spam email asking an individual to check out the current available phones and sign up for a new contract.
All I want is a confirmation email to assure that the devices are being sent. I need my phone for work and to communicate with my family in the lower 48. I desperately need to make sure that the device is in fact being sent to the proper address, this is why a confirmation email of the order is so important. I do not care about the shipping speed I just want what I ask to be taken care of for a change. I would hate to sit here unable to determine what the status of my devices are only for the order to be stuck in "processing" limbo and be unable to receive the devices when I was told they would be sent.
I feel I have been given the run around treatment way more than is typically given with any company when an individual is trying to work towards a solution. I have been patient and cordial with everyone I have spoken with, I have not raised my voice or shown stress or anger towards the situation I have only tried my best to work towards a solution with anyone I have spoken too but I am becoming increasingly frustrated with this situation.
Any help regarding this matter would be greatly appreciated. This situation has left a sour taste in my mouth and if the devices were indeed not actually processed in an order, or they were not shipped correctly, or in fact if the order had never existed at all it will only deter me from keeping my Verizon account active and affect my decision to switch to another provider.

Hello APVzW, we absolutely want the best path to resolution. My apologies for multiple attempts of replacing the device. We'd like to verify the order information and see if we can locate the tracking number. Please send a direct message with the order number so we can dive deeper. Here's steps to send a direct message: http://vz.to/1b8XnPy We look forward to hearing from you soon.
WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

Service Order Form - Customer Service

Gurus,
Is it possible with IW3D to send the Service Order Form to the customer via e-mail automatically from SAP?
Thanks.
Marco

Hello,
We ha a similar requirement, but it was not through IW3D. It was done through the service order user statuses. We have developed a FM to trigger a mail to the customer when the user saves the document in a particualr user status.
It worked fine. If you want to use IW3D, then you need to chage the progam (shop paper) and include the mail triggering programs. Speak to your technical expert, he will guide you.
Regards,
SAM

Best Buy Order Glitch, Customer Service Terrible!

Placed two orders this morning. The first one went through just fine. Placed second order for $45. When I submitted it I received message "Oops! There was a glitch, please call 1-888-Best-Buy to complete your order". It did not provide an order number, however, it DID remove the $45 from my gift card. I was placed on hold a half dozen times, transferred several and actually "oops-hung up on because we don't know how to fix it" twice. The last representative actually acted like she was going to remedy the situation but ultimately lied. She told me that she "confirmed" the glitch and that it would "fix itself" in TWO hours". We'll it has now been FIVE hours and no order and the funds are still missing from the gift card. Tried calling again but was placed on hold AGAIN and was disconnected by the representative. This is ridiculous! It is their system yet they can't seem to figure it out, yet it's my problem and I am expected just to wait?? Not to mention how long the item I am trying to be will be on sale?? I always have some problem when ordering from Best Buy which is why I will not sit quietly this time. I will reach out to the Better Business Bureau in the morning if their "glitch" does not resolve itself today. - j. {removed per forum guidelines}

Hello J.,
I was very disheartened to read about your BestBuy.com order failing to process properly, and even more so by your description of your call-in experience. Certainly your call was not handled in the most efficient manner and I apologize for your having to cope with such an unsatisfying situation.
I will be more than happy to look into your concerns and do my best to resolve them as promptly as possible, but will need some additional information to begin. Please watch for a private message from me. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I'm grateful that you brought this to our attention and look forward to working with you.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

THEFT, SHODDY SERVICE, WORTHLESS CUSTOMER SERVICE!

This odyssey began on Monday, February 7, 2011. I called HP and ordered an power adapter and cord for my PhotoSmart printer. All went well, my order was "confirmed" and I was told I would receive it by February 11th. Thirty minutes later I received an email saying that HP was not able to process my order. I called back about this, the order was redone, long story short, three(3) times I placed the order and it was confirmed over the phone and rejected , via email, all three times.
On the fourth try I was given profuse apologies and told I would be sent the items free of charge. I was then contacted by my credit card company about a number of charges from HP, $30.14 and $5,00..., I then called HP and was given a 4 hour run around by Parts and Custoomer Service, I was told that the adapter "was" shipped/sent out on the first order, but not the cord. I questioned why I was not informed of this via emal. I was told that "they-Nelson Lopez-Parts" did not know.
I was then told no refund/credit would be issued until the part was returned. I asked to speak to a supervisor and was put on hold and "lost". When I recalled I was told it would take 24-48 hours for a representative to get back to me. Meanwhile, now I have a outstanding bill for $35.00 on my credit card for a duplicate part and I will have to take time and money to send it back to get a refund.
I was going to buy a HP computer this month but due to the terrible ordering and customer service issue will never buy another HP product in life. I consider it theft when you are told no order is made yet money is taken off your credit card.
What do you think? I would be interested in any other non-customer service issues/horror stories regarding HP, it is sad when one spends four hours to clear up an error made for $35.00. The customer service program is a joke. No one can do anything for you, or will do anything.

Thank you for visiting the HP Support Forum. This is a peer to peer community for customers to connect and share solutions on their HP consumer products. If you have direct feedback for HP about their products or services, please use the link below.
http://welcome.hp.com/country/us/en/wwcontact_us.html
If you have other questions and concerns, please feel free to send me a private message.
MrMatthew - HP Support Forums Moderator
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Verizon sales associates and or customer service personnel practice deceitful behavior in order to eliminate unlimited plans in any way they can..

I called up customer service n order to shut off one of my lines as a disciplinary action towards one of my children. I'm sure its a fairly common event. As I was completing this task, the representative advised me that instead of paying the data plan at 30.00 dollars a month, I should shut off the data for the duration of this lines shut down. Well that was very nice indeed! here my company is trying to say me money. after all, I'm not using the line, why should I pay for data that I would not be using.. Okay! That's great!!! Thank you very much. You see, I had told them I was taking it down for 3 or 4 months so my child could raise their grades and prove their ability to graduate high school. At that point I would turn it back on. So great! The line is off and I'm not paying data! Only thing that is affected is the length of the contract. It would be extended the same amount of time as the phone line was of.. This is reasonable.
FAST FORWARD! My daughter graduates with HONORS!!! Yes I'm proud of her. So first things first. She did as she was told. She get her phone back! Now I go and turn on the line and find afterward that my once unlimited plan for that phone will now be charged at 2 gigs per month and Verizon has thrown out my unlimited data package on this phone line! I ask why. They state that since I choose to voluntarily shut off the data package, I forfeited my grandfathered unlimited package on this line. I also was told that since the line was shut off for more than 60 days that they would not restore my plan based on the fact that I voluntarily shut it off and canceled my data package for this line. Okay! That's great!!! Thank you very much.Sound familiar? The nice representative who was saving me money every month never told me I would loose my unlimited data package if I shut off my data after I suspended my line need less to say, ON THEIR ADVISE!!! So as far as I'm concerned, the representative was just following the call from above to do what ever they had to in order to get rid of unlimited data lines. After all, Verizon sold millions of data ready phone knowing full well that their infer-structure couldn't handle the mass influx of data being pull in by happy unlimited data customers!! So one on the most powerful communication companies on the planet has turned to lies and deceit and misleading tactics to get back any little bit of operating space in their systems, no matter what it costs their customers. After all why should Verizon have to pay for upgrades.How will they ever survive!! How you ask?!?!? Why it's simple. Put the cost back on their own customers. After all, If they want good service make them pay for it. If they don't pay enough ( myself 310.00 a month average for 3 lines!) then hell, charge them more!
I was lied to and misled by a Verizon representative. They cancelled my unlimited data package with out explaining that if i did cancel it at that time i would not get it back! this all after I questioned the fact that I was concerned about losing the package. I was assured EVERYTHING WAS OK AND IT WOULD NOT BE A PROBLEM.
I filed a complaint with customer service on 6/2/12 concerning this matter and was told that it would take up to 14 days for this to be reviewed and at that time I would be contacted by a manager involved it this type of problem. So today 6/12/12 , after waiting 11 days decided to call and see how this process was coming along. Come to find out, my dispute was denied on 6 /5/12 because I voluntarily shut off the data package and the line was off for more that 60 days. these two things were never told to me when I questioned their recommendations to save me money. Also when i filed the complaint on 6/2/12 i ask the rep if she was writing down my side of this story so they would know why i was not happy about all of this.. her answer, NO.What i had to say wasn't relevant to her peaceful afternoon now that i had called up and ruined any chance of a quiet spell I assume.
With all these considerations I formally request that Verizon restore the unlimited package to this line. THAT WOULD ONLY BE A FAIR SOLUTION SINCE I WAS RAILROADED OUT OF IT BY A DECEITFUL EMPLOYEE!
That said, I will be filing a complaint with the BBB and also posting this story wherever relevant around the world wide web.I'm an Honest person but don't cheat me out of what I have. when I'm right I know it. this is not right. please make it right.
I am saving a copy of this letter just in case there is an accident and this post is mistakenly deleted. That way I can restore it so as to warn other customers or even better, future customers to be aware that they to may run into problems with their account if they take the friendly advise of the representatives they are supposed trust with their accounts!!

$310 a month for 3 lines? Wow. How the heck?

Customer Service Order

My client will soon be implementing customer service order and I need to know what are the FI and CO entires related to a creation of a CS order. ....
eg... I know expenses and materials will be assigned to a cs order.... so will it hit the FI system or will they be managed in CO until the CS order is settled?
how is WIP calculated for a CS order?
Thanks

Hi,
When you issue goods to service order,
The inventory gets Dr & Credit, at this time it is not hit to P&L account,
Once if you make any invoice(Resource related billing), then revenue come, and after order settlement,the revenue which is genrated from this order & whatever cost like labour cost & cost of components is hit to COPA,(It flow in P&L accounts),
If you don't want to flow this cost of goods used for order then
IW32 (Change service order) >>> Component tab >>> Select component >>> click on genral data >>> Costing relevancy - Make it not relevent for costing.]
Kapil

Order Related Intercompany business process for Service material

Hi
I am looking for some info on Intercompany Business Process for service material - Order related.
I have created Sales order (ZBOR) copied from standard sales order (TA / OR), a billing document (ZIVA) copied from IVA, an item category (ZTAD) copied from TAD standard.
A material type used is DIEN (Services).
Note 63459 indicated that I have to use a copy requirement 613 for item category ZTAD. The copy requirement 613 was created by copying requirement 013 according to the attached reference.
I did the same according to the note. When I tried to create first billing document i.e. to end customer, its fine.
When I create second billing document i.e. intercompany billing, its going to first pricing procedure and end customer as Payee, which should not happen. Rather it should go to intercompany pricing procedure (ICAA01) and to Internal customer as payee.
Can someone guide me how to solve this issue?

when i run intercompany billing (ZIVA), it goes to copy control routines 613 , buts its picking end customer pricing procedure and payee as end customer , not picking intercompany pricing procedure and internal customer as Payee.
I am not sure what to do with 613 routinees as suggested by OSS note. All is i created this 613 copying from 13.
Do i need to develop the logic of picking correct intercompany pricing procedure i.e ICAA01 , and need to get the right payee and some header information in this 613 routine . which means automatic pricing procedure determination is not done using customization in Order related Intercompany billing . Am i right to understand?
Please suggest me how do i solve this issue.
Please send it to my [email protected] email too.

Customer service messed up my order and they won't correct delivery date

I woke up at 3am to order the iphone 5s in gold. I was the first call for the agent. Ordered but because of a system glitch it wouldn't let me confirm order. Agent said to do later in the day. My delivery date was going to be 10/14 for 2 gold phones. When I checked again later around 10am I saw that the agent had ordered me a gold and another color I did not want! Called him back and told him the order was Wrong! He said he would fix it and I would get a confirmation via email in 15 minutes. When I got the email the order was corrected to 2 gold phones BUT I would not get my phones until NOV 4th!! What!!?? I am a new customer switching from another company and the agent also changed the agreed upon phone number for my daughter PLUS he added services that I did NOT want and wasn't in the first order! What!!? So I called him back and he said he was going to get his supervisor to fix it. Nothing happened. I called again and talked to the same agent and he told me that his supervisor would call me on Monday. I never got a call. He made promises to fix it and nothing happened. I made 10 or more calls to different agents trying to fix this and no one was helpful. I am now wondering if it is a big mistake to switch carriers...... If this is the kind of service you receive and no one is willing to help fix the problem then it is very concerning. I have gotten the complete runaround. I was lied to and I was given false promises. If there is any Verizon customer service person who can fix this then please respond. It wasn't my fault that the rep made a mistake with my order and it wasn't my fault that your system had a glitch. I really have a hard time understanding why you can't fix this. If there is any doubt to what happened I have all emails and you can always listen to the rep's call with me and you will find he repeated back the correct order of 2 GOLD iphones several times........... I hope your company isn't so big that you don't care about your individual customers.

LOL... My standard advice when stupidity has taken over. The paperwork clearly backs the customer, but somebody on the phone can't see it. By taking the whole mess to a store - preferably on a busy Saturday - the employees are more likely to want to help to prevent a meltdown. Just discussing this type of mistake in front of other customers is a potential sales killer.
it has actually worked for a couple of people, which is why I suggest it.

Anyone in Customer Service actually able to tell when an order will ship?

I purchased a laptop on 3-31 and am now 48 hours past the ship date. No one in Customer Service has been able to tell me when my laptop will ship. I've called 6 times and sent numerous emails.
To top it off, I was charged $300 more than I should have been, but cannot get a refund until my laptop ships.
Each time I contact HP I am told to call back tomorrow or to wait for my shipping confirmation email. That's not very helpful and downright infuriating.
Is there anyone in the entire company that can actually tell me when my order whill ship, or do I just need to cancel it and take my business elsewhere?

Welcome to the HP Consumer Support Community. This is a peer-to-peer community for customers to connect and share solutions regarding their HP products. If you have additional or direct feedback for HP about their products or services, please use the link below.
http://welcome.hp.com/country/us/en/wwcontact_us.html
If you have other questions and concerns, please feel free to send me a private message.
Thank you.
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All I did was ask a question via email, and a customer service rep cancelled my entire pre-order

So the other day I emailed bestbuy.ca customer service to ask them a question related to my E3 pre-order. Included in the order was a Ps4 Nyko Type Pad, and I asked if it is possible to cancel this single item in the order, and if it was, to do so.
Key to note that included among this E3 pre-order was a PS4 Fall-Out 4: Pip-boy edition, which is now sold out across North America.
The customer service rep took it upon himself to play trial and error with this order instead of actually knowing what he was doing and ended up cancelling the entire order and losing me my Pip-Boy Edition.
I have been emailing endlessly trying to explain how this is a bigger mistake than they are making it seem and have only gotten responses asking me to do something about it, not Bestbuy fix their mistake.. absolutely terrible customer service.
This was the question I asked (a), and the initial response I received (b).
(a) my initial question
Is it possible to cancel only one item of this pre-order? I would like to cancel the Nyko Type Pad if possible, but not any of the other items.
(b) First bestbuy.ca response
Dear ______,
Thank you for contacting Best Buy Canada regarding Order #
We are sorry but when we tried to cancel the game in the order it doesn't work. When we tried to cancel it in second attempt it does, however your whole order got cancelled. We sincerely apologized for the inconvenience this has caused you.
We kindly ask you to place another order online for all the games in the order and we will adjust the price if there are changes. You can also call 1-866-237-8289 options 1, 1, 3, and 2. One of our representatives will happy to place an order for you.
Thank you for choosing Best Buy Canada. We look forward to serving you in the future.
Sincerely,
xx TA
Best Buy Canada
Further emails have only received predictable copy and paste responses, explaining that Fallout 4 Pip Boy Edition is out of stock, and to check local stores. Completely ignoring the issue I was raising.
My second email
This is absolutely in excusable and needs to be fixed on your end.
One of the items in the pre-order that you cancelled has been sold out online almost since it was made available (Fall Out 4: Pip-Boy Edition, Playstation 4). Now that you have cancelled the order I have no way of receiving this item. It is sold out in every location. How is this going to be fixed?
Second bestbuy.ca response
Dear ____,
We have received your email regarding the stock availability of Fall Out 4: Pip-Boy Edition, Playstation 4 on Bestbuy.ca.
Our website does show this product as ‘Sold Out’. It is possible that we will receive more stock of this item however we are not sure when as there are no pending purchase orders through the vendor. As such, we are unable to provide any details as to when we may have stock available for online purchasing.
Our online inventory is pulled from different inventory than your local store, so provided the item is not a web only item, they may have available stock. Try using the store stock check (on the Product Detail Page) to view stock availability or contact your local store directly.
Thank you for choosing Bestbuy.ca
Sincerely,
.TA
Bestbuy.ca
Great reading comprehension. The email wasnt about the availability of the game, the email was about the mistake made by a customer service rep. And no, no more stock is being made available, as Bethesda has said so. Just a terrible, terrible case of customer service.
Consider me, a lost, long-time, customer.

Very sorry to hear about this !
If you haven't had a resolution to this matter over the weekend, please send me a private message with your order number and contact details. I'd be happy to escalate to our Customer Experience team here.
Best,

Extremely poor customer service - Read before ordering!

As somebody who has bought a number of Lenovo products in the past I am extremely disappointed with the direction this company is heading.
At the beggining of August I ordered a laptop for school. The delivery time stated 5 - 10 business days. I checked a few days after and it was delayed to August 30th. I called to see why and was told that a part was on back order, but was assured it would arrive before school starts. This was annoying but acceptable.
Towards the end of the month I checked again to see that it was delayed to September 30th. This proved to be a problem and I called again. I was told again that a part was on backorder. The agent that I talked to said that she would look at other options that are available to me and call me back. We made a phone appointment for her to call me back 3 days later. She never called me back.
I gave her a few more days to call me before checking online to see the status. Now the status has been updated to October 30th. I called again this past Weds and was told that the product I ordered is now end of life status and I wont get it. The agent cancelled my order and told me to talk to sales about getting another product. The sales office then sent me through a few people before connecting me to the person who took my original order.
This agent said he look for something for me and "DEFINATELY" get back to me the next day. Again, I heard nothing back. I have now wasted a ton of time on the phone listening to non stop false promises.
All my conversations were recorded and will be uploaded for everybody to hear. I will update the post with the youtube vids later. I advise you all to think twice before ordering anything from this company.

Hi mscheyndel!
I apologize for the inconvenience because I know your time is valuable! We definitely don't want to lose you as a customer and I would love the opportunity to deliver the stellar customer service you deserve. Please update me with your specific concerns.
Thanks,
AyaniB_VZW
Follow us on Twitter @VZWSupport

I have tried to purchase Adobe Acrobat Professional XI this morning and payment (AED 1983.53) has been taken, I received a message stating there was/is a problem processing my order and that I should contact your customer service team in UAE. Having trie

I have tried to purchase Adobe Acrobat Professional XI this morning and payment (AED 1983.53) has been taken, I received a message stating there was/is a problem processing my order and that I should contact your customer service team in UAE. Having tried this, I was met with a recorded message, in Arabic, and no options to speak to anyone. I have found this process extremely frustrating and poor on your behalf. Not providing any options to speak to an Adobe representative is equally annoying. Please get back to me ASAP, as I need to use the product immediately.

CS2 is very old and reached its "end of life" a while back. So probably won't run on modern operating systems. If you can still run it, you'll need to uninstall what you have and re-install with the download link below to activate it.
Error: Activation Server Unavailable | CS2, Acrobat 7, Audition 3
Nancy O.

How do i purchase license for lightroom 5? When i tried to process payment, it says There was a problem processing your order, please contact our Customer Service team on 800 448 1642 for assistance.

How do i purchase license for lightroom 5? When i tried to process payment, it says There was a problem processing your order, please contact our Customer Service team on 800 448 1642 for assistance.

In this forum, we can't help with purchasing issues.
My suggestion is to call that phone number.

BB cancels order due to payment glitch - Customer Service refuses to honor

After 2+half hours on the phone this morning trying to get the cancelled order reinstated and payment method corrected, Customer Service says 'too bad, so sad, go away & have a nice day, we will not honor the order'.
If there's any kind of problem with your order, I highly recommend to call into a Rep if your order contains price-sensitve items.
DO NOT follow the directions on the website nor in the emails. You will be extremely disappointed by (lack of) Customer Service.
I was not trying to get something for nothing. I placed the order in good faith on Monday. Tuesday I see the email stating "a problem with payment". Following the directions, I re-enter my credit card information and resubmit (once). All appears well, until I check on the order this (Wed) morning. My order was cancelled. Surely, BB will correct this obvious error, considering a prior order on the same day went through just fine, I thought. After all, I'm trying to give them my business on a rather large Home Theater purchase.
It was challenging just from the logistics of the phone experience. Must've been a busy morning and BB was also having phone issues. I waited patiently for the 1st answer at 25 minutes (VRU said 10-12), after explaining, the Rep tried to transfer me to a Supervisor for another 30 minutes. I was disconnected when one picked up. Had to cold call back in and endure another 15 minute wait (VRU said 4-7), the Rep tried to pull up notes from 1st call and gave up after another 10 minutes. After explaining, she attempted to transfer to her Supervisor for 45 minutes. I was on the call with her for ~80 minutes. When I finally spoke to a Supervisor, I was accused of trying to 'cheat the process' and 'ask her to commit policy violation'. She had facts, logs and order details in front of her and I was still treated this way.
Ultimately, she told me there was nothing more she would try to do and would not 'deal with me any longer'.
This is the absolute worst Customer Service that I have ever had. No attempt by BB to make the situation right by honoring the order placed on Monday.
Request to BB management;
1. Make it Right! reinstate my order.
2. Fix your payment issues and process/policy for cancelling orders. Contact customers proactively when your systems fail and orders fallout.
3. Fix your CS policies and escalation process. The initial Rep should have been able to resolve the order issue.
4. Fix your phone system and/or transfer process.
5. Remind your CS Reps not to insult/accuse your paying Customers. Potential churn is cheaper to keep than acquire.
6. Your ad campaign is laughable "No one claims they are the worst." Your CS dept confirmed that you are far from the Best.
p.s. Case# available if you want to research why I'm unlikely to shop BB in the future.
Solved!
Go to Solution.

Good afternoon drenken,
After placing an order for a significant home theater purchase on Cyber Monday, I’m sure you were ecstatic in your shopping experience and couldn’t wait to receive your devices! It is utterly disheartening to hear that this experience may have turned into a rather dreadful one so quickly.
I’m glad to hear that you were able to attempt updating your billing information on BestBuy.com. Generally this option alleviates some hassle for customers who would rather not contact us via phone to update such information, which can take some time given the high call volumes this time of year. It is regrettable to hear that it didn’t go as expected for you, due to the strange issues with the order.
I imagine your frustration only grew from when you received the cancelation email to when you had difficulties acquiring assistance over the phone afterward. I sincerely apologize for any dismay this entire experience may have caused you. It does not sound at all like this experience would have left you with an appropriate representation of our company.
Unfortunately, once an order is canceled, we are unable to reinstate it. The only option would be to replace the order. Typically if an order is canceled, we would not be able to honor the sale prices if they are no longer current. With that said, I was able to review your order and it would appear that the same card was successfully used on a subsequent order , leaving this to be quite the peculiar occurrence.
I am sending you a private message to you with further details in regards to this order and to see what other options we may have for you, as I can understand why this experience may be so displeasing. You may check your private messages once you have signed into the forum by clicking the envelope icon in the top right corner of the page.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

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