Re: My Horrible ShopBlackBerry Passport Buying Experience
I'm still waiting for my Passport as well. I ordered it on Nov 25th and today is Dec 5th and still nothing from Digital River. No emails, no messages, no update on shipping, nothing.
This is getting ridiculous!
As I've said before this wouldn't be so bad if they hadn't taken the money before it shipped (it came right out of my bank account via PayPal).
Maybe I'll get it next year...
Last week I saw the following article about the ShopBlackBerry experience improvements. It was good to see but mentions nothing about the actual service after purchase.
I thought I'd add my personal update on the after-purchase experience to this thread.
I ordered a Z30 on Monday 2/9/2015 when they announced a sale for $224 (a steal, really.) It turned out the sale only lasted a few hours but I ordered one at that great price.
After completing my purchase around 2PM EST, I received an email right away that my order had been submitted and that I'd receive another email with details within 48 hours.
Seven hours later, at around 7PM EST I received the promised email with the order details.
On Tuesday evening at around 7PM, about 24 hours from the order detail email, I received a shipping confirmation email. It included the serial number of the device I'm receiving, as well as a Fedex tracking number. The estimated delivery date from the tracking number is 2-12-2015 which would be roughly 3 days from the time I placed the order.
I haven't yet received the order but I'll update the thread when I do. It does say it needs to be signed for so I need to make sure someone is home.
It's apparent, however, that this experience is quite different from those posted about in this and other threads. It is every bit as good as any Amazon order I have placed. I can only assume that the issues that plagued ShopBlackBerry during the end of 2014 have been fixed for 2015. I ordered a white Z10 last year about the same time and it took two weeks to get it.
It looks like HUGE improvements have taken place at ShopBlackBerry.com, and not just with the website experience itself. A big thanks goes out to @TyW , our Community Manager, who worked with those here who had bad experiences and then was able to shed light on what was going on and assist those at BlackBerry who could fix it.
Well done, Ty and BlackBerry!
1. Please thank those who help you by clicking the "Like" button at the bottom of the post that helped you.
2. If your issue has been solved, please resolve it by marking the post "Solution?" which solved it for you!
Similar Messages
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My Horrible ShopBlackBerry Passport Buying Experience
Created an account as I've read that this is the only channel of communication getting any response from BlackBerry directly for this situation.
I am very disappointed with my ShopBlackBerry purchasing and customer service experience of the Passport. I placed my order on the morning of October 4th for the VIP edition of the device on the ShopBlackBerry Canadian website to be shipped to Toronto.
On October 6th, I reviewed my credit card statement and saw a post-dated charge on for my order on October 4th . After reviewing my original order submissions and confirmation emails, I found out that Digital River was the third party responsible for managing the the ShopBlackBerry Online storefront. Using their online order tracking system, there was no update on the status of my order and it was categorized as 'other'.
I reviewed Digital River's 'customer service information' web page and found the following:
"For purchases of physical products, your credit card won't be billed until your product is shipped. This includes any pre-ordered or backordered products."
http://www.findmyorder.com/store/findmyor/en_US/DisplayCustomerServiceHelpAnswersPage/faqLink.d2
I was delighted to see this as I thought my order was being shipped and there was a lag in my order status! I went out to a Telus store to try out the device in anticipation of my order coming in. I even watched the whole Passport keynote announcement! On October 8th, I once again checked my order status and it was still categorized as 'other'. No tracking information or status update. I decided to call the Digital River customer service line to see if any update could be provided. I was told that I need to give them 48 hours to escalate the service ticket and get a order status update. That deadline has gone and passed and I still don't know why there is a charge on my card.
On October 7th, I received an order cancellation email with an order number I didn't recognize for a purchase I never made nor got an order submission/confirmation from. On the same call mentioned before to Digital River, I inquired about this and was told that I should not worry about this and that they did not know why this happened.
I decided to search online for those in a similar situation to see if there was anyone else was also experiencing difficulties with ShopBlackBerry. What I found was that many purchasers are now in the same situation whereas others have received different information of where their order may be. There are even those who got a back-order information and got assurance that their phone would ship by October 29th. I have not received any such communication. And even if this was the case and the order is going to be shipped later on, my credit card should not show a real (not pending) charge.
John Chen at the Passport launch announcement said that it was a priority to win back their home market of Canada. Using a third party American company to manage a storefront with a customer service call centre that is further outsourced overseas that cannot even provide a proper status update nor follow it's own credit card charge policies and procedures nor keep track of order cancellations is not the way to do it. The ShopBlackberry online storefront which is directly linked on the BlackBerry.com website should be a reliable source for BlackBerry product purchases. Instead it has tarnished the brand, puts into question the security of my credit card information, and has destroyed consumer confidence.
I am and still a supporter of BlackBerry and hope it has a bright future. Right now, I am typing this message on a Q10 on the road. This photo was taken last year of the Blackberry products that my family uses:
http://m.imgur.com/SjhD6D2
At this point, I am the only one using any Blackberry product. Everyone else has moved on.
I can't good conscience recommend to anyone I know to purchase any BlackBerry product and this experience has really put into question my future smartphone and enterprise solution orders. I really hope that this situation can be resolved and a consistent and clear communication to all Passport purchasers on ShopBlackBerry is made. It is ridiculous that anyone has to rely on hearsay and post on support forum to possibly get a response.
All I want to either cancel my order (which customer service has said is not possible) so I can move onto another phone purchase with another company or if my order is backordered and not shipping at this point, for the charge on my credit card to to reversed until it is. I understand that mistakes happen but this is not an isolated case of just my purchase.
Current status: Credit card charged for BlackBerry Passport, no shipping status update, no back-order email, no possible ship date email.
Order #: 9333723635
Cancelled Order # which I didn't order #: 9333704335
Solved!
Go to Solution.I am in the same boat: I placed my order for the VIP edition, and I was excited when the charge appeared on my credit card the next day so hopefully I'd have the device in a matter of days. I had read that the VIP device has a slightly different design and comes with the case and three chargers for travellers... the idea of the device being exclusive was appealing.
Now the skuttlebut is:
1) despite my credit-card already showing the charge, apparently the device hasn't shipped;
2) I have received no further communication regarding the status of my order, but clearly there is some kind of delay;
3) expressly ordering the VIP edition and I now hear that it is not the VIP edition, but just the regular edition, which is itself a letdown, because the order I placed was for a VIP edition.
Outright cancellation of my order with an apology would have been disappointing but mistakes do happen... but to have my charge applied to my card and have a two week shipping delay AND to hear that it isn't the VIP edition at all, it all feels like a bait-and-switch situation.
I love BlackBerry and again, cancelling my order outright due to the VIP edition not even being available is disappointing but understandable, but billing the card THEN saying "oh, by the way, it's not the VIP edition" is a bit much.
EDIT and now to hear that orders can not be cancelled, the only recourse is to wait a month for delivery and refuse the item and wait even longer for the credit-card charge to be reversed? Wow, you would not know that digital river has been running online stores for almost 20 years based on this: it IS amateur hour, apparently. -
T500 Vista buying experience and initial setup problems
This a long post but I felt the information could be used by others buying a notebook and trying to set it up.
I have used a Thinkpad T40 (1 GB, XP Pro) at work since 2003 and just love the rock-solid keyboard, screen, and hinges. The IT department has offered me the most recent Dell computer as an upgrade but I much prefer to keep my old reliable T40.
When my daughter needed a notebook for university in September, it was only natural to consider Lenovo, having heard about too many quality problems with other manufacturers. I wanted this notebook to last through the 4 years without any hardware problems.
I did a lot of research on the Web and read numerous Thinkpad forums. The information gathered was invaluable for deciding which configuration to buy. Note that I have never used VISTA before, nor have I ever opened a notebook to replace parts.
Buying experience:
- On my first contact with the Lenovo Sales desk in Canada, they mentioned there was a special 25% coupon sale, if my configuration was over $1500 (discounted price). These specials come back often, so it is best to check the Lenovo site. At the time, there was a free integrated camera, free upgrade to 250 MB HDD and free shipping. Since these promotions can be removed at any time, I decided to place an online order for a Thinkpad T500, before having completed all my research. It is easy to place an order online. You just have to remember that not all items contribute to making up the $1500, such as MS Office software.
- Lenovo Sales telephone support for answering any questions about online ordering was outstanding and very helpful.
- Note that if a particular online configuration is there one week, it might not be there the next week. It depends on parts availability at Lenovo.
- In order to get the 25% coupon discount, I had to add some items to my configuration to reach $1500, such as Bluetooth, Wifi 5100, which I did not really need, but the saving on the overall cost was worthwhile.
- I had ordered a WXGA (1280 x 800) High Brightness LED Backlit screen and 3 GB of RAM. After reading about the poor display quality of these screens, I was able to cancel my order by phone the next day (after making sure the same deal was still available), and place a new revised order for a WSXGA+ TFT (1680 x 1050) screen. Since the configuration price for an additional 2 GB RAM was $110 CDN, I decided to buy the extra 2 GB RAM (only $43 CDN) as an accessory, on the same order, separate from the T500 configuration. I could then install the RAM myself to save $67 ! Just make sure you pay the extra to get the base 2 GB RAM on one DIMM, since there are only 2 slots available. I know I will only be using 3.5 GB with my 32-bit Windows, but at least, if one of the DIMMs goes bad, I can still operate on 2 GB.
- as for choosing which CPU to buy, I chose in the middle range, starting with the first CPU having 3 MB L2 cache.
- I did not buy MS Office or McAfee Antivirus with the configuration. Since my daughter attends a post-secondary institution, she was able to order MS Office Ultimate 2007 for $64 CDN + $13 for the DVD. Microsoft has had this promotion on their site
(http://www.microsoft.com/student/discounts/theultimatesteal-ca/default.aspx)
for a while, but it is not well known. You get 8 MS products for one low price and it is completely legal for numerous countries ! I downloaded the software since it took 5 weeks to get the DVD delivered ! At the end of 4 weeks, I contacted Microsoft to tell them I had still not received the DVD. So I received the first DVD and a few weeks later, I received a second copy. So much for quick shipping !
Initial impressions:
- I received 3 separate shipments: 1 free Thinkpad privacy filter to install on the screen, the 2 GB RAM, and finally the T500 (which took about 2 weeks).
-The stainless steel hinges are rock-solid. When trying to raise the lid in the first weeks, you have to hold down the keyboard. Not at all like the hinges I see on the Dell notebooks at work.
- The 3 USB port connections are very tight, which means they should last through repeated plugging and unplugging.
- The T500 is surprisingly quiet, more than my T40. You can hardly hear the fan.
- I am extremely satisfied with the screen resolution, colours, and quality.
- The only disappointment was the keyboard ! Typing on the left-hand side (Q,W keys) produced an annoying "clunk". This was the worst keyboard I had ever used, being accustomed to the legendary quality of my T40. Even my daughter complained about the keyboard. I had read on the forums about the "flex" in the keyboard. Before ordering, when I asked the Sales Rep if these known problems had been solved, I was told that yes, the keyboard flex was no longer an issue. Too bad this was not true !
Initial Setup:
- Setup was easy. Just follow the on-screen instructions.
- I was not very happy to see a trial version of MS-Office and McAfee Antivirus on my notebook. I had not ordered it on the online configuration and did not want it. I had read on the forums that other users had all sorts of problems trying to get their own version of MS Office working (activation keys not being recognized), when the pre-loaded software was still there. And I knew how difficult it could be to erase all traces of McAfee by myself.
Hardware problems:
- after I burned my very first DVD, I pressed the Eject button. To my surprise, there was a thin grey foam ring (about 3 cm diameter) sitting on top of my DVD media. I assumed that this came from the roof of the DVD drive and the manufacturing process had missed the glue to keep it there. I contacted Lenovo and they immediately sent out a replacement (received the next day), which was easy to install. I then returned the defective part to Lenovo. My only complaint is that this was a refurbished unit. I was expecting a new unit since the part was defective out of the box and not a few months later.
- for the defective keyboard, I contacted Lenovo and mentioned the numerous complaints on the forums, and they sent me a new keyboard (FRU 42T3938). Unlike the DVD drive, I did not have to send back the original keyboard. However, the replacement keyboard was exactly the same as the original, with a thin flexible backing full of holes. I contacted Lenovo again in the morning and the agent mentioned I should contact Sales, since there was nothing more he could do. That afternoon, the agent called me to say that after further research, he had found a replacement keyboard that would correct the flex. When I received the second replacement keyboard (FRU 42T3210), I knew it was the right one, since there were far less holes in the more solid backing plate. I followed the instructions for replacing the keyboard and added my additional 2 GB RAM at the same time, since it is in the same area, under the palm rest. Now the keyboard is almost like my solid T40, and I am no longer ashamed of the T500 keyboard. For those of you wondering what an ACNOR or CSA keyboard is, it is one where the 5 most common French accented characters (and not only the é) are used with one keystroke. I have been using such a keyboard disposition since 1994 and it is invaluable when typing in French.
For pictures comparing the defective and replacement keyboards, see
http://forums.lenovo.com/t5/T400-T500-and-newer-T-series/T500-keyboard-replacement/m-p/158451#M15525
My immediate goals:
- out of the box, there are 3 partitions: partitions Q (10 GB) and S (1 GB) are Lenovo partitions to recover the operating system, C partition is a single partition over 200 GB on my 250 GB DD. I wanted to partition the C: drive in multiple partitions.
- I also wanted to eliminate MS Office and McAfee so I could install my own software (MS Office 2007 Ultimate and free Avast Antivirus). When I contacted Lenovo to ask how I could do this, they said I could use the recovery partition and "customize" it so that this software would not be installed. Turns out that this option was removed by Lenovo. I guess pressure from Microsoft and McAfee was too great ! The only other option was to use Add/Remove.
Partitioning problems.
- I ran Diskmgmt.msc (also available on XP) to see the layout of my HDD. Unfortunately, it did not seem to be powerful enough to partition like I wanted. But it is great to see the layout of the disk and do basic partitioning. (http://www.theeldergeek.com/hard_drives.htm)
- I installed the free EASUS Partition Manager (http://www.partition-tool.com/); the non-free Pro version works on 64-bit. I wanted to partition: C 35GB (Operating System and Office), D 20GB (other applications), E 25GB (Data), F 100GB (Music and Pictures). I also installed the free EASUS Todo Backup (http://www.todo-backup.com/) to do regular image backups as I was proceeding.
- while trying to partition the C drive, I must have made an error somewhere (I think I accidentally declared another partition as the active partition). Whenever I rebooted, I would get the message "Boot MGR is missing". I could not even use the recovery partition (Q and S) on the HDD. So my notebook was totally unusable. Fortunately, I had burned 4 Recovery DVD's, as soon as the OS was operational. The first recovery DVD booted OK. However, the system would not recognize any of the 3 other recovery DVD, displaying a message such as wrong disk inserted or something similar. Imagine if in a few months I had needed to use these recovery DVD that I had burned; they were completely useless and I would have nothing to recover with. Very scary !
- I explained the problem to Lenovo Support and they sent me within 3 days a set of 4 Rescue & Recovery DVD. By following the instructions, it took 2 hours to recover to a working system. The good: no Office or McAfee trial software came with this recovery. The bad: there was a 2 GB empty partition at the beginning of the HDD and 10 GB of unallocated space at the end of the disk. Why Lenovo would do this, I don't know; seems a bit sloppy to me. Also, I had to manually reconfigure everything, since there is no "just follow the instructions" as when configuring the "out-of-the-box" system. I had to install my own PDF viewer
(free open source PDF X-viewer http://www.docu-track.com/home/prod_user/PDF-XChange_Tools/pdfx_viewer), Adobe Flash, etc...
- the major problem in partitioning is the inability to shrink a partition (such as C) in order to free up space after to add extended partitions
(http://www.howtogeek.com/howto/windows-vista/working-around-windows-vistas-shrink-volume-inadequacy-...). There always seems to be VISTA unmovable files, MBR or something else. After reading numerous posts, I installed the trial version (30 days) of Raxco PerfectDisk Home edition in order to consolidate all the files to the front of the C: drive. A few iterations were required since the MBR seems to be placed in the middle of the partition. I was finally able to partition my HDD exactly as I wanted. I was so pleased with the efficiency and ease of use of PerfectDisk that I bought the Pro 10 version. Just wait for when the software is occasionally discounted. (http://www.perfectdisk.com/home)
VISTA User account setup:
I had created my E partition to store all user data of all accounts, since I would have multiple accounts on the computer. I also wanted to store all music and pictures in the Public folder on F partition. There are numerous methods described on the Internet, most of which seem too complicated. See http://joshmouch.wordpress.com/2007/04/07/change-user-profile-folder-location-in-vista/ and
http://www.vista4beginners.com/Move-user-files-folders-to-another-partition?page=1. I finally decided to do just 2 simple registry modifications described in the last post here
(http://superuser.com/questions/6391/moving-users-folder-on-windows-vista-seven-to-another-partition).
It worked for me but use at your own risk ! Just edit the 2 Registry keys and replace the C: drive by the one you need.
- I only had the Admin account created on the C: partition. Before creating any other user accounts, I modified the registry so that all new user accounts created would use my E partition.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList ProfilesDirectory = E:\Users
- I modified the registry so that the Public folder would be on my F partition.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList Public = F:\Public
Other notes of interest:
- I had been a long-time subscriber to the Fred Langa Langalist
(http://www.langa.com/backups/backups.htm). I now subscribe to the excellent Windows Secrets newsletter (http://www.windowssecrets.com/). The information provided is very useful.
- I had considered an inexpensive boot manager, partition manager and imaging software (BootIt Next Generation) highly recommended by Fred Langa
(http://www.terabyteunlimited.com/index.htm). But it seemed a bit like overkill for my needs. There is a fully-functioning trial version.
- I regularly consult a complete list of recommended free software on Gizmo's Freeware review (http://www.techsupportalert.com). One recommended free open source defragmenter which I did not use was MyDefrag (http://www.mydefrag.com/).
- download and install the latest version of the Lenovo System Tools (Toolbox). It is very easy to use and can troubleshoot all hardware problems. Search for MIGR-67520 on the Lenovo site.
- you can find Roxio DVD burning software on the Lenovo site (MIGR-72359 on the Lenovo site). I have not installed it yet.
- use the Lenovo System Update to keep your drivers up-to-date.
- for info on how to use switchable graphics, search on the Lenovo site for MIGR-70495.
- for tips on setting battery parameters, http://forum.notebookreview.com/showthread.php?t=320082
Recommendations to Lenovo:
- don't ship poor quality keyboards. You have too much to lose, for the small manufacturing savings.
- don't pre-install trial versions of Office or McAfee. This should be an option and not be forced onto buyers.
- at least ship the HDD with a 40 GB C primary partition and the rest as D: partition. This would make it easier for users who are not technical.
- if you are going to include an integrated camera, provide software to use it. Currently, I have no way of taking a picture or making a video without acquiring other software. The technique described here
(http://www-307.ibm.com/pc/support/site.wss/document.do?lndocid=MIGR-67413) does not work !
- provide some software to reduce the speed of the DVD drive when watching movies. The noise at the default maximum speed is very annoying.
Thinkpad T500 | Model 2081-CTO | Intel Core 2 Duo P8700 (2.53GHz, 1066MHz 3MB L2 Cache) | 4 GB PC3-8500 DDR3 RAM | 15.4" WSXGA+ | ATI Mobility Radeon 3650 (256MB) | 250GB Hitachi HDD (5400rpm) | Bluetooth 2.1 | Integrated Camera | DVD Recordable UltraBay Slim | Intel Wifi Link 5100 | Sony 6-cell Li-Ion battery | Vista Home Premium 32-bit SP1people complaining about problems installing an office over another office are (dare i say it) stupid. it makes absolutely no sense installing one over the trial version. just uninstall the trial and you'll be fine. every single time.
as for problem with uninstalling mcafee (or any other antivirus, for that matter, just download the uninstaller from the software company e.g. http://service.mcafee.com/FAQDocument.aspx?id=TS100507 for mcafee.
that said i believe you get to choose if you want mcafee and/or office when you go through the inital boot, the "on-screen instructions"
you can slow down the odd via power manager
and thanks for the tips on changing the reg to have the user profiles somewhere else!
T400s - 2815RW1 + Win7 Ultimate
Don't pm me for help! That's what the forum is for. Also, Google's nicer than me. Ask him. -
X300 Order Nightmares, Worst Buying Experience Ever In My Entire Life!!
Hi,
So I am here writing to rant and also seeking assistance in this matter. I have been trying to purchase a X300 for myself for the past week and half only to have my order cancelled one after another. It started when I placed an order on 01/13/2009 and paid via my Paypal account. I had the Paypal account for over 8 years and have confirmed shipping address on file. On the 19th, I received an email telling me that my order was cancelled because Lenovo could not verify the funds. I called Lenovo immediately and the rep (A very rude guy with broken English) told me that my accoutn was identified as fraud... I was outragious at the time but immediately called Paypal. I was then told by Paypal that everthing was fine and that Lenovo still in fact has a pending hold authorization on the account. I called back Lenovo and was basically told that they don't care and if I am interested, place another order!
Since I really wanted the X300, I did place another order using my AMEX card. To make sure things will be okay, i called AMMEX to make sure that the transaction will go through if presented. I then called Lenovo to have them note the account to call me if there is an issues. After did all that, I received an email a day after saying the order was cancelled AGAIN!! Obviously, I immediately called back and asked to be transferred to a supervisor. The guy I end up spoken to then told me that everything has been cleared and you can now go place another order. I then did that only to find out that my account has been flagged and blocked!!! The guy must be on crack or something! I then called Lenovo (while trying very hard to be cool) and asked to be transferred to a supervisor again. After about 15 min hold time, a lady got on the phone and I immediately told her the whole story. The lady, who has a tone of "I don't give it a frack" told me that the credit card was declined and there was nothing they can do. I then told her that checked with Ammex and my account is in good standing with more than sufficient credit and and that THERE WAS NO TRANSACTION BEING PRESENTED BY LENOVO!! How would they know if the card is bad if they didn't even run it??!!! She then placed me on hold for another 10 minutes and then told me that the problem is happening because i was buying the laptop through the Contractor site (I do work for a company that has access to corporate discount). She told me that if i placed my order through the regular site it will go through for sure.
Okay, so here I am, being a sucker for the Thinkpad, placed another order through the regular lenovo site with a new user id (as the rep has suggested). That was yesterday... so guess what happend today??!! I got another email again today telling me the order is cancelled.
So to cut down the really long story short, I have been trying to get the X300 for a week and half. Being accused multiple time that my payment method are bad (They are not!!!!!!!) and had my account blocked. I had a total of 4 orders cancelled and I feel like I am jumping through hoops just so I can give them my money and beg the folks at Lenovo to give me a laptop... This whole experience has been extremely frustrating and insulting. Almost everyone I spoke to at the company have been non-helping and rude. What I can't get is that how a company like Lenovo, which apparantly don't know anything about customer service, can do business here is the US?
It is just sad that how Thinkpad has fallen to the hand of this company....
Message Edited by Shihx79 on 01-22-2009 01:28 PM
Message Edited by Shihx79 on 01-22-2009 01:29 PM
Note from Moderator: Please don't post the same message in multiple boards/threads as it splinters the discussion. Duplicate(s) removed.
Message Edited by JaneL on 01-22-2009 06:29 PMHi Mark,
Thank you so much for looking into this. So far I have called into customer service multiple times trying to get this resolved. I kept being transferred to a sales aget who keep telling me everything is fine now go ahead and placed another order. I even got one rep emailed me after the conversation asking me to put down his sales rep id so he can supposedly "track" my order. The order I placed on the 13th (2D9FRE), paid via Paypal was cancelled because it was said to be a fraudulent account. I then confirmed with Paypal that there is nothing wrong with the account and Lenovo still has a hold on the funds (this authorization hold was not cancelled until I called Paypal myself again on the 22nd). I then tried to order the X300 with my AMMEX cards just to keep on getting them cancelled as I've decribed on the 1st post. (Order # 2D9WYM, 2D9XD6, 2DA18R) I kept being told that the card is bad when it is not, AMMEX confirmed that there has been no authorization request from Lenovo too. I work as a consultant for a large banking/investment firm and needed the X300 due to its features and portability. I never imagined that I'd be treated like a fraudster, and despite that I've made multiple attempt to clear this.
This has been one really really frustrating experience as you can imagine. Again i appreciate you look into this and hopefully fix the issues (or at least, clear my name) for me.
Richard
Message Edited by Shihx79 on 01-23-2009 11:19 AM -
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Terrible customer experience, this is why people buy from Amazon
Hi,
I use to love bestbuy and decide to give bestbuy a chance to win me back after years of buying from amazon. This was probably the worst mistake ever as buying experience was horrible.
First, the biggest reason why I decide to purchase from bestbuy was due to the haul away. I calledl customer service and the person told me it wouldn't be a problem with haul away because my dad is about 70 years old and he wouldn't be able to throw away the old LCD tv he had. After the phone call was over, I got an email telling me the order staus and the shipping address was wrong. I had to called back (wasting time here) to change the address and was hung up on during transfer which then I had to be put on hold again for another 10 mins and was told the shipping was updated. Good, I thought that was all settled until I found out today that the item was being ship via UPS. I'm pretty sure UPS doesn't do haul away and I called bestbuy to confirm what is the deal with the haul away. They told me the haul away is for 50 inch and over and they can't do anything about it unless I pay 69.99 to haul it away. This is unbelivable and I'm done buying from bestbuy. You just lost the customer forever..
3 phones just to get one tv and bestbuy still can't get it right. If I wanted to do this way, I would have done this in amazon and 5 mins i would have been done. Thanks for making buying a tv the worst experience in my life and i brought plenty of LCD tv in the past.Hello hyenug,
It was very nice of you to purchase a TV for your father. I’m sure he was ecstatic to know it was on its way to his house, only to be disappointed that there wasn’t a free haul-away service attached to his order. It sounds like you may have been led to believe this was the case, and it’s regrettable to hear we may have incorrectly set this expectation when helping you purchase the item over the phone yesterday afternoon.
When purchasing a 51’ TV or larger, we tend to have a delivery option available to those who would rather have the convenience of us hand delivering the item to the address of their choice. If delivery is purchased (or provided free with certain TV purchases), there should be a complimentary haul-away service that may be added to the service order so we may properly dispose of your old item in an environmentally friendly way.
As your television is a 48” model, delivery is not an option for your purchase. This means any haul-away service would be at cost to you should you wish us to remove your current TV from your father’s home, and this could explain why we couldn’t honor your request for a free haul-away service when you called us earlier this morning to attempt to modify your online order.
Please know I greatly appreciate the feedback you’ve provided us, and I’ll be sure to document your concerns so the appropriate internal corporate teams may review them for potential coaching opportunities. I’m truly sorry for any frustration or inconvenience this experience may have caused, while it sounds like this misinformation and experience has tarnished your opinion of us, I truly hope you will provide us another chance to win you over in near future.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message -
Best Buy is a mess, or worse. I just signed up for Amazon Prime. Here’s why:
I purchased a laptop that arrived with a non-functioning touchpad. I simply wanted to exchange this broken computer for a working model. Best Buy could not accomplish this, and showed some abysmal customer service in the process. I thought somebody at Best Buy should know. Below are the details.
I ordered an HP Envy Touchsmart Sleekbook with a 1TB HD and 8GB memory (SKU 9268057) on 1 January 2014 through BestBuy.com. The computer's specs were good and the price was great ($399), so I pulled the trigger on the purchase.
The computer arrived quickly and as promised, but after a 10-15 minutes of use, the touchpad “click” would stick down and the computer would be remain constantly left-clicking. In other words, the computer was not useable.
I visited the Best Buy store in Reston, VA (store 297) and showed the problem to the Geek Squad. They said the computer could be sent for repair (approximately 3 weeks), or I could exchange it for a new one. Opting for the exchange, I took the computer to the customer service counter. I was then told that the computer was an online only item and I would have to call 1-888-Best-Buy to exchange it.
Issue #1 – I bought the computer from Best Buy and wanted to exchange the computer at Best Buy. As a customer, I simply do not care if your internal inventory systems list an item as online only. If visiting Best Buy to exchange a Best Buy item, I expect my very basic request to be honored.
But fair enough, I understand. I called the number, navigated a horribly designed IVR, then waited on hold for 30 minutes. Apparently, I was transferred to Tech Support in error. Tech Support said I'd have to be transferred again and wait on hold again. I said that waiting another 30 minutes was unacceptable and asked that I be transferred directly to a person who could help. At this point, the person in Tech Support hung up on me.
Issue #2 – Despite my being courteous and polite on the phone, the inconvenience of my request caused this person in tech support to commit an indefensible disservice to a paying customer. I can think of few things in this world that surpass the rudeness, gall, and unprofessionalism of hanging up on a customer. How little training are these people receiving that they would hang up on anybody, much less a customer?
I called 1-888-Best-Buy again, waiting on hold for 30 minutes a second time. This person was more helpful. A shipping label was promptly emailed to me and I sent back the computer. A few days later, I noticed that my credit card was refunded for the computer, but this was extremely odd given that I wanted an exchange for the exact same computer.
Issue #4 – The Best Buy return forms need to be vastly clearer. A customer needs to be able to indicate that the product is being exchanged, not returned. I placed a handwritten note on the form, but apparently nobody at the return center bothered to read the note.
I called 1-888-Best-Buy a third time. This time, I spoke with a very nice lady who was (frankly and unfortunately) clueless. She said that since the money was back on my credit card, I could simply buy the computer again. I explained to her approximately a dozen times that I wanted an exchange and that if I repurchased the computer again, I would not receive the sale price because the computer was no longer on sale (I believe that the price was then $699). In other words, the failure of Best Buy to correctly process the exchange would cost me an extra $300 if I was to repurchase the computer. The customer service agent could not resolve the problem and then transferred me to a new person.
Issue #5 – From my first phone conversation with a customer service agent, I was given an RA number. Subsequently, I was told by everybody with whom I spoke that they could not look up my order or exchange via the RA number. Why does Best Buy give an RA number if it is subsequently useless? This is a giant waste of your customers’ time.
I explained the situation a second time to the new customer service representative. He understood the issue and was very helpful in resolving the issue. After a few minutes of investigating, he came back on the line and said that the computer was no longer available, but that he would complete the exchange with a like product (HP Envy with 1TB HD and 8GB memory). This resolution was exceptionally fair and met my expectations (the new computer had a price of $999, after all).
When this new computer arrived, I realized that it was similar but had some substantial and material differences. The keyboard is not backlit, the screen has very poor resolution (I’ve spent hours trying to resolve this issue to no avail), the touchpad is difficult to use and unresponsive, the monitor does not open beyond 90 degrees (Okay, maybe 95 degrees…but this makes the computer impossible to use on a desk, or more importantly, on a lap. Seriously, why would HP design a computer like this?? You have to stoop down to see the monitor because it simply does not open wide enough), and the laptop body is horribly designed with all of the weight on the back, leaving the computer constantly unbalanced and the touchscreen 50% useless). As I discovered, these differences all boiled down to a very small detail: The original HP I purchased was a Sleekbook, while the new laptop is not. One small word, one big difference.
I then went back to the Best Buy store in Reston, VA and explained the situation. My request was to exchange the HP Envy that I now possessed for the same model that I originally purchased (the HP Envy Sleekbook). The lady at the customer service desk said that she could not perform the exchange. Her rationale was that the exchange could not be made if the new computer would cost more than the original computer that I purchased. I explained that I was now in possession of a $999 computer and was wanting to leave the store with a $699 computer. This would net Bet Buy $200. Regardless of that fact, however, my request to her was very basic: I purchased an HP Envy Sleekbook, the first exchange did not work, and I still expected to receive an HP Envy Sleekbook. She then went to find her supervisor.
Issue #6 – Why can Best Buy employees not make a decision? Can Best Buy please empower somebody? Waiting around at the counter while employees search for a supervisor is unacceptable in 2014. If you need an example, visiting an Apple store would be hugely beneficial.
The supervisor, James {Removed per Forum Guidelines}, then arrived. I explained the situation a second time. James verified that the computer I originally purchased was indeed available at a nearby store. But, he would have to charge me an extra $300 for the exchange. Thinking that this was preposterous, I asked him to explain. He said that he could not verify the price that I originally paid on January 1st. Conveniently, I had a smartphone in my pocket and offered to show him the receipt from my purchase.
As I did with the first employee, I explained again my very simple request to exchange the HP Envy Sleekbook that I originally purchased for a functional version of the same. He said that this was impossible because I was shipped an HP Envy Sleekbook as an exchange. I explained that this like-item exchange was the decision of Best Buy and that I had no control over what I was shipped by Best Buy when they were choosing an equivalent product. Nonetheless, all of those facts notwithstanding, I was now in possession of a $999 product and wanted to exchange it for a $699 product. THIS WOULD NET BEST BUY $200! James {Remvoed per Forum Guidelines} was unwilling to hear any of this, said I would either have to either keep the HP Envy Sleekbook or pay $300 extra to leave the store with the computer that I originally purchased for $399. These were the options, take it or leave it.
Here’s the bottom line: Best Buy won mightily. Best Buy got its way. I did not. I admit it, Best Buy is the victor. Congratulations.
I could continue to fight for an exchange, but in Best Buy’s victory, the archaic process and automaton employees have worn me down. I’ve now given up. I’ll keep this sub-par, hardly useable computer. I’ll also hate it. I’ll also scorn Best Buy when I log on every morning and every evening.
I’m not without options, though. As a matter of fact, I’ve now joined Amazon Prime. The Amazon service is amazing and I encourage every Best Buy customer to do the same. You order heavily discounted products, you have the help of many customer reviews, and the products arrive at your door the next day. I’ve already spoken to Amazon’s customer service team, and the experience was first class. Since my Best Buy experience, I’ve already ordered an iPad and Nikon D3200 for my wife’s Valentine’s Day present.
Best Buy could have had these sales. James {Removed per Forum Guidelines} and the Reston store won the battle, though. The price of losing the battle is that I have to keep a $999 laptop. The price of the victory for Best Buy, though, is that a lifetime of sales will now be channeled through Amazon Prime.
I expect Best Buy to do nothing after receiving this note. But, my ideal resolution: Please have the manager of your Reston store, along with James {Removed per Forum Guidelines}, write me a letter of apology. It would be wonderful, and go a long way towards resolving the situation, if both the manager and James {Removed per Forum Guidelines} would acknowledge that when given the opportunity to do the right thing, they instead chose to hide behind inflexible and inappropriate company policy. When given the opportunity to surprise and delight a customer, they instead chose to not lift a finger to make things right. When given the opportunity to win a loyal customer, they instead chose the easy path that resulted in alienating a customer.
All customers have a choice. My choice is now Amazon Prime.Hello cathacker,
Buying a new computer should be fun and exciting and not fraught with problems after the fact. I deeply regret the numerous obstacles to receiving a successful exchange for your defective machine and for any resulting inconvenience.
The problems that you encountered are not helpful or endearing in the remotest measure. Having to cope with an unprofessional telephone representative is not the least of the unfortunate circumstances you describe, and for that above all I offer you my own personal apology. There is never a circumstance where behavior of that kind is appropriate and you shouldn't have had to cope with it.
I was gratified to read that your subsequent call to arrange an exchange through BestBuy.com was successful and netted a comparable computer for the same financial outlay. I was disheartened to hear that, while the offer met your expectations, the hardware did not. I know that your objective was to exchange the substituted device when you revisited the Reston store, but were you offered a refund during your conversation?
In any case, it's clear that the Reston store and BestBuy.com created a disappointing situation for you with this purchase. Certainly, this was not our goal. While I understand your decision to pursue a relationship with one of our competitors, it remains my hope that you will one day give Best Buy another chance to win you over.
Please know that i'm grateful for your eloquent remarks and for taking the time to compose and present them, both here and on our Facebook page.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message -
Long time buyer truly disappointed - My bad experience
On 10/28/2014 I bought a Sound bar, 75” TV and a 2 year warranty for roughly $7,100 at the Best Buy location in Arden-Fair, Sacramento, CA 95819. The sales rep who sold me the TV was named Jesse and was very helpful and professional, he made my decision easy after doing a lot of research shopping around at Costco, Fry’s, Amazon. I also scoured through social media review sites like Yelp determining the best place to purchase.
Having shopped with Best Buy since I was a kid I was already a bit biased and leaning towards Best Buy, I’ve purchased many products without issue. I’ve bought numerous laptops, multiple game consoles, many many games, CD’s, DVD’s over the years and just recently opened up a Best Buy credit card.
The $7,100 purchase went smoothly at first, I could have got an early delivery date but because of me and my wife’s busy work schedules the early dates would not work. I decide to have the TV delivered on Nov. 5th, 2014, a week from when the purchase was made. The night before the delivery was supposed to take place I received a confirmation email and a phone call saying the delivery was on schedule and that it would be delivered on time between 8am and 10am on Nov. 5th. Two hours later while we were sleeping and not tell the next morning did I see that an email was sent at 10pm on the 4th stating the delivery had been pushed back 3 days to the weekend which wouldn’t work with our work schedules.
The frustration began to set in after having waited a week for the delivery and knowing realistically it would need to be another week before receiving the product we paid for due to our schedules. To be honest, we felt Best Buy was very inconsiderate after having a week to make sure this sale was completed. I did not expect this lack of courtesy from a big reputable chain. We began to assume they sold the TV set aside for us because they had already made the sale, who cares about us right?
That morning when I read the delivery date change in my email we decided to call Best Buy to figure out why the delivery had been pushed back, the Store wasn’t open so we called the generic number for the Call Center. The first lady we spoke to said the TV was not in stock and transferred our call to the store which we knew was closed and therefore dumped our call. The second lady we spoke to said that instead of the Saturday delivery date she could change it to Thursday but that she could not guarantee the delivery date would be met and could be subject to change, which we assumed would happen and this was her way of getting rid of our call for the time being. She also stated that she would contact us back if the delivery date changed which later that night it was changed again at 10pm by email without previous notice.
Luckily, we didn’t fall for the gimmick, my wife and I decided to wait until the Arden store opened up to call and speak to a manager, we were able to get through at around 10:30am on the 5th and spoke to one, He told us that the TV that was supposed to be delivered was damaged and that they did not want to deliver us a bad TV. We assumed this was just a bad excuse and cover up for bad service and error which our thoughts were reaffirmed later. We told the manager that we were debating whether to just cancel the order and buy our TV somewhere else. The manager wanted some time to call us back and did so with a few options, one of which was to pick up a TV from another store and have it delivered to our house the following day. After much consideration we said yes and decided if they could get us the TV the next day then everything was settled. Later that day he called and gave us a time window on the delivery and we felt better about the situation.
Thursday Nov. 6th rolled around and the TV is delivered, the box the TV came in looked like it had been tossed around like a football. The bottom of the box had the TV falling out, the corner of the box was ripped open and the Styrofoam inside was smashed and torn in multiple places. Best Buy may make a lot of sales but for a big purchase like this for me and my wife, we expected better from Best Buy and were so disappointed. If what was true about the previous undelivered TV being damaged, how and or why would they attempt to deliver this TV to us when the outside of the box looked horrible, granted the TV may have been just fine but how do we know if the TV was even brand new and not used or a display? To add insult to injury, even the delivery guys felt bad and were apologetic saying sorry and that they just deliver as if they knew it wasn't right.
I called and talk with the store manager, took photos of the box, and after a lengthy decision with the store manager decided to cancel my order and have them come back up the product which I hadn’t moved or touched. I was so dissatisfied by the service I don’t think I’ll ever see Best Buy the same. They made no effort to right the wrong, but instead used sending an employee to pick up another TV at another store as if they were doing us a favor, it is Best Buy who didn’t honor the delivery time and the sale of a product with horrible reasoning.
The worst part is, is that my wife and I are good people, we understand that mistakes can happen, why at the last minute did this occur? Why we were not informed earlier? We didn’t treat their managers or employees bad, we didn’t yell, we didn’t throw a fit, we simply wanted the product that we purchased to be delivered a week later on time, in good condition. Making a big purchase like this and seeing the condition the box was in, felt like we went to a car lot and bought a used car for the price of a brand new one.
The store manager could of done plenty more to keep our business, not that we expected to get anything at this point after being so disappointed. But from a business perspective to keep a big sale, the manager could of up'd our 2 year warranty to 5 year warranty on them to make me feel better about the box, I probably would of kept my purchase had she done that, or let me buy the TV as what it appeared, an open box item. A lot could of been done to keep the sale and at the end of the day no effort was made. Whatever happened to getting what you paid for? I paid for a brand new TV to be delivered a week later, then told after confirmation and at the last minute my TV wasn't in stock and/or it was damaged and they cared so much about me to deliver a TV the next day in an open box that looked like it had been ran over by a truck a few times. (I have photos to remind me, some day I might look back and laugh)
I know that we are but a dot on a map in terms of the customer database, however if our feedback helps someone avoid the situation we had, then we will have felt this long and probably boring post was worth submitting. Here’s hoping I have a better TV buying experience elsewhere, I think I’m done shopping at Best Buy, I have no reason or purpose to shop at a store where I could previously spend hours in shopping and looking at all the latest and greatest new electronics. As a long time buyer, Best Buy let me down.
Why should I ever do business there? I had dinner at a food court with friends just last night and they wanted to walk over to Best Buy and look around, long story short after telling them my story we walked through the mall instead. I'm slightly embarassed by how passionately I'm against Best Buy right now but feel it's very much justified. A huge store like this should care more about their customers, right the wrong.Hello Stanfield,
As someone who watches more television than she probably should, having the best TV possible is crucial to any viewing experience. If you ask me, watching a show on a 75” 4K TV would be mind-blowing, so I’m glad our Arden-Fair associate, Jesse, found you one at an unbeatable price. That’s why it’s so disappointing to hear your experience quickly down spiraled into disaster when a missed appointment turned into receiving a damaged TV, which lead to a canceled order. I assure you this is not indicative of the experience we seek to provide our customers, and we certainly can’t afford for this to be repeated considering the many competitive choices customers have today.
While unforeseen complications can cause unexpected delays for delivery on our end, these are far and few between, and we should be making every attempt to contact you when rescheduling is necessary. Emailing you is one way we do this; however, it’s less than ideal to communicate this to you so late the night before your scheduled delivery date. It’s clear to me that we may not have ironed out all of these kinks yet, and I’m very sorry it has been at your expense.
Despite not having your TV in stock at the time of your original delivery date, other options may be available to us to make sure you receive your purchase at a timely manner. This could mean exchanging the particular model for a comparable one in stock to locating the TV with another warehouse or store location. Finding your TV in another store should have been a happy occasion and a great solution to your predicament; I’m sure it was beyond frustrating to find the replacement in less than pristine condition. It’s rare to receive a damaged item during delivery, but should this happen, we should be making every attempt possible to assist you, even if this means returning the purchase upon request.
However, it’s clear to me that you took considerable time to let us know of your experience, and I appreciate you providing us this feedback. Please know that I’ve documented your concerns here at the corporate office so that we may review this with the appropriate teams for future coaching opportunities. Should you have any further questions or concerns, or wish to provide us a second chance to change your opinion of us, please feel free to let me know. I’ll be glad to see what options we may have available to you.
Best wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message -
BUY A NEW COMPUTER FROM GET A REFURBISH ONE BACK
I bought a laptop brand new and had issues with the wifi and ethernet connecting to the internet.I spent numerous days and hours trying to get this resolved over the phone before finally getting in touch with someone who suggested in having the computer sent off to the repair factory.This computer was sent out in new condition plastic still on it used only a matter of a couple of hours and shipped back in the same non working position with the plastic peeled off.I was directed to a case manager by the name of Richard who was very short offered no apology or incentive for the situation I was in nor a replacement considering the pc had not functioned correctly at any given time.He made me ship the pc back and promised that the computer would be fixed this time.I reshipped the computer back out and received it yesterday and it was still not fixed.I called back and after spending several hours on the phone yesterday was told that he would have to contact me back at his earliest convenience 24-48 hours.This morning by noon I had not received a call from Richard so I called in and after spending an hour on the phone I finally got him.I apologized for being upset the first time around he then asked what the situation was? I was floored to know that he hadn't even seen my caseAfter explaining my situation for the 4th time today he said all he could do is send me a refurbish computer no incentive no apology nothing.I asked if I could switch to a desktop or just get credit and he denied me that.He refuse to help me in a manner that was professional and again was short and rude about it.So today after all the hp products I have invested in I will be receiving a refurbish unit after buying a new unit from your company and taking back the current desktops I have purchased and replacing them with macs since my experience with them has been much more appreciated and respected.I will be ridding myself of all affiliation to your company because of the horrible experience that I have received from customer service, supervisors and case managers who are employed at your company as well as sharing my experience with other people in my profession and friends who have or are thinking about purchasing a new computer.I email you because I hope that unlike many of the other people in your company you actually care but either way this has been the most absolutely horrible experience to date in my pc buying experience.Regards,NEVER MAKING THE MISTAKE OF BUYING ANYTHING FROM HERE AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Thank you for visiting the HP Support Forums. This forum is to leave feedback and suggestions directly relating to these message boards. If you have feedback for HP about their products or services, please use the link below:
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Rules of Participation -
The Purchase
Tonight, i walked into the Glendale Galleria (in CA) and purchased an 8gig iPhone. I would have bet my first born that they would have been sold out by 8pm or 10pm.
So i gave them a call and the very nice gentlemen who answered told me they had the 8gigs in stock. He could no elaborate if they had plenty, but he told me to come on down. So i did.
Thankfully, there was no line. The store maybe had 20 people browsing and playing with the phone, etc. Maybe because the mall closes at 9 or 10pm, the people started leaving.
So i walked up to the cashier and requested the phone. We made small talk. I was interested in how many people perhaps had visited the store at 6pm. I was told they had a solid line for 4 hrs of people just buying and leaving.
wow.
I looked behind the register, they had stacks and stacks of the 4 and 8 gig phone just piled high. That amazed me!
So i paid the nice foxy lady and left the store. In and out in less than 7 minutes.
The packaging is quite impressive. It's a small black box in a black bag. It's high end electronic packaging and printing. VERY NICE.
Unpackaging/Activating/etc.
So i drove home and i started to unpack the iPhone. I wasn't expecting much at this point. I had been reading the east coasters-NYers nightmare stories of 6 hr activations and cancellations and hangups, etc.
So i plugged in the iPhone and launched iTunes. Prior to starting my day, i had upgraded my OS X and iTunes to the latest iPhone compatible versions. I also inserted a USB 2.0 5-port belkin card in my trusty G4 dual 1gig MDD tower.
Once the computer, itunes recognized the iPhone... i simply went step by step following the onscreen instructions. Mind you i'm ALREADY a AT&T (started with Cingular) subscriber.
So it detected my number, my account as a current subscriber and it gave me the option of packages to sign up for, along with the extra SMS text messaging packages.
I made the selections and soon enough the window told me that it may take up to 3 minutes.
I don't even think 1 minute went by when it told me that the iPhone activation was complete. My jaw dropped.
REALLY? Was that it? So the first thing i did was unplug the iPhone and make a call to make sure my number was carried over to the iPhone. Sure enough it was. I could make and receive calls with not problem. Impressive!
I was so eager to try my fast wi-fi connection at home, which worked like a charm!
Then i was really curious about how fast (slow) the AT&T EDGE network is... and to my surprise, it wasn't bad at all. I don't know how fast the pages were loading, but i wasn't even waiting 1 minute to fully load yahoo.com or cnn.com
The webpages loaded just as if they were on a slow DSL connection. I wasn't disappointed. I expected it to be slower actually.
Perhaps AT&T did pump up the bandwidth for the iPhone launch. Either way, it's usable. I can be out there somewhere in LA and it'll work just fine for me.
Google Maps and the other widgets worked great! Those features alone are worth the price of the phone.
My email synced up perfectly (although i had to set the AT&T outgoing mail server to make my POP3 email work correctly (outgoing mail).
I setup the visual voicemail which works like a charm.
The features of this phone are worth every penny. Sure it's pricey, but this phone is useful in many ways.
The design is gorgeous. The way it feels in your hand... you just want to keep holding it all day long.
Oh and that keyboard... okay... it's going to get some getting used to. Not much though. I'm already learning that if you just let the keyboard do it's thing, you'll type quicker!
Overall, i had a great buying experience. I'm happy with this purchase and the service. I know you east coasters may have poor or non-existent AT&T (Cingular) service. I wonder if it's because of the locations of the cell towers or repeaters and the building blocking/absorbing the signals?
Here in LA, we get great coverage. At least my now retired moto razr v3 phone did great for one year. Tomorrow i'm taking my phone out everywhere to compare signal strengths and EDGE coverage, etc.
Overall an awesome experience. Way to go Apple!Most excellent!
Cheers for sharing a positive experience. I had a rather enjoyable one myself.
I live in Tucson, AZ. Got to a local AT&T store around 1:30, and waited for hours under an EZ-UP tent the first person in line brought (he was thanked repeatedly by the growing crowd as the day progressed).
The whole time we were there, there were 3 or 4 AT&T representatives that were extremely accommodating, offering coolers of ice cold water bottles, answering all our questions, and just hanging out and enjoying the experience.
Once the doors opened, my experience was nearly identical to yours in that I was in and out and the clerks were all very nice.
Got home, unpacked everything... once again, your first impressions are shared.
Activated nicely, syncs properly, etc. I've been absolutely satisfied with the whole experience so far.
I can make calls but can't receive them yet (my number was ported from Verizon), I'm anxious, though I have nothing but patience in this department. I completely understand that technology has limitations, and a communications device launch of this magnitude that requires hundreds of thousands of people to use the same network doing the exact same thing at the exact same time, is going to have a few glitches.
When I do receive my first call on the iPhone, I plan to pop a bottle of (juuuust acceptable enough) champagne and toast in the name of Apple, AT&T, and myself. -
I purchased a TV last fri night. After being ingnored and walked by numerous times my girlfriend finally got someone to help us. The guy we ordered from was really helpful, more on that later though. We were promised a tuesday delivery date the following week. Mon comes and my girlfriend has taken the day out of work for tues in prep for delivery. Mon comes and almost goes and we have gotten no call for window to deliver. So I call the 1800 bestbuy number. On hold for 35m while they try to figure out whats going on. End of the call they tell me to call the store where I purchased to see if they can do anything because 1800 bestbuy cant do a thing to help me out. This is where the story gets good. Call the store and ask for the "helpful" guy I bought the tv from. He tells me hold on Im going to talk to the manger to straighten this out. Confident he will I hold....and hold....and hold.... 50min later while all the time Im listening to the goings on in the background as he put the phone down to go speak to a manger. I get another call and have to hang up. Call best buy back to find out what the hell is going on and ask for, remember that helpful guy? Yes, he went home about half hour ago Im told. Really? Can this experience get any better? About the only redeeming factor to this point was the fact the manger refunded me back some of my money to the last sale price of the tv. So this leaves me now with no tv for a New Years party and a changed delivery date for fri. But the story isnt over yet. Just got an email last night they are moving the date again to next monday. Really? Almost a week and a half to get a tv? I called Amazon yesterday and If I ordered that same tv last night I would have gotten it monday as well. If I would have purchased it last friday I would have had it already. What I can remember I have purchased from BB since I was first married in 04. 3 tvs (including this one) all over $1000. 2 home entertainment systems. 2 laptops, 1 desktop, xbox360 and numerous games and accessories, 2 digital cameras sony, 4 galaxy phones, galaxy 2 and galaxy 5. And a while bunch of other accesories and addons I cant remember. I dont get this tv monday order is being canceled and Im ordering it through amazon. Best buy has lost a customer for sure on this one. Worst buying experience ever in buying anything. Buying a car is easier than this.
Hello Darren1977,
Welcome to the forum. One of my favorite things to do on New Year's day is relax on my couch, watch old movies, and eat leftovers. I'm very disappointed to read about your experience with the delivery of your new TV, and I'm very sorry you could not have it in time for the New Year holiday.
Using the e-mail you registered on the forum, I was able to view your purchase history, and it seems there was a exchange performed, and the TV is ready for pick up at the store. Did you request a change in shipping method? Please let me know if I can provide any further assistance. I do appreciate you taking the time to post here on the forum, and I assure I will be documenting your comments for review. We clearly missed an opportunity to offer you, our loyal customer, stellar service, and for that I sincerely apologize.
Once again, thank you for visiting the forum, and please do not hesitate to let me know if you have any further questions or concerns.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message -
Problems with buying photoshop elements 13
I have to start by saying I've never experienced such a poor online buying experience. I originally bought an elements package (photoshop and premiere) for a discounted price online for 119.99 vs 149.99. Somehow the order was rejected for no particular reason. I called the sales number that was suggested ....they were unable to offer the online price. I was told to order online which I tried several times and now only receive the standard offer (149.99). After speaking to several managers, they keep saying they have fixed the problem and I can order now at the discounted price. It looks like this is some type of game Adobe is playing with their customers .... I WANT TO SPEND MONEY but I need resolution to my original order. I've submitted a trouble ticket (case) and I have still not received a response after many days. What a complete joke ADOBE is ... the worst experience I've ever had buying something online. BEWARE to ALL FUTURE CUSTOMERS!!!
Where can I get HELP??????????????????????????????????????????????????????? Now I'm told it's too bad. Promo has ended and it doesn't matter my order was rejected. DO NOT BUY FROM ADOBE !!!! Poorest experience ever. I will find a way to get this to the CEO / CMO
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Buying a MBP in the apple store at the mall
Alright, I am going to get a MBP for the first time and I am so excited about it that I might just go to the store to get it instead of buying it online and waiting for it to be shipped to me. My question is, does the store in the mall have MBP tailored to each specification you can have so I can pick it up the day I come in to buy it? Or do I give them my specifications and then wait a few days to go back in to pick it up? I'm just wondering what the buying experience is like since I've never owned a mac. Switching from a PC
Or you can go to the store, and order it online. They will advise you through the process though. Might be a good idea since you will be switching from a PC and they might have some info that you weren't aware of in that "other world."
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App update and Trial/Buy license issues
I have an app implemented in Silverlight 7.1 (for WP7 devices) and Silverlight 8.0 (for WP8 and WP8.1 devices) i.e. there are two XAPs for this app. The app implements the trial/buy experience.
In a recent app promo, I've set the base price to 0.00. So, users essentially get a paid version for free. About 48 hours later, I've set the base price back to the regular price. So far so good.
A few days' later, I've submitted an update with bug fixes and enhancements.
UPDATE: The app was also linked to a reserved name in this update. The reserved name is the same as the original app name.
At least on the 8.1 Store, users are now seeing error c101a7d1 on their phone when updating the app. Thinking an uninstall and re-install procedure might work, users now see error 80004005 on re-installation attempt. Re-installing the app via the windowsphone.com
works but now those who were on "Already purchased" status for the app have now been reverted to trial status. Ironically, the Purchase History correctly maintains the status as "Purchase". Attempting to buy the app doesn't recognize the
previous purchase status and therefore, users are asked to make payment.
Note that on the WP7 store, the update executed without a hitch -- at least to my personal experience.
EDIT: A user has reported that the failed update occurred on WP7 too.
To sum up, there are 3 issues after publishing the latest update (as observed in the WP 8.1 Store):
1. Users are unable to update app from the phone
2. Users are unable to install latest version (after uninstalling the previous version) from the phone
3. Forcing a re-installation via windowsphone.com works but users who had previously "owned" the app are now reverted to trial status; despite purchase history saying otherwise
My questions:
1. Has the app license been invalidated leading to the chain of issues above? If so, what are those circumstances that can trigger the invalidation/reset?
2. Isn't license with "Already purchased" status in the context of trial/buy experience be durable?
3. Is there a known Store bug causing these issues?
Thanks in advance.The issue I'm experiencing with my app is similar to:
https://social.msdn.microsoft.com/Forums/windowsapps/en-US/e8bea53f-97c7-460f-b4a8-296d7be521ce/c101a7d1-errors-installing-app-update-help-needed?forum=wpsubmit
https://social.msdn.microsoft.com/Forums/windowsapps/en-US/980eb051-6ce2-426e-be8a-7cee8bfad3c3/problem-iap-product-is-unable-to-restore-paid-app-has-to-buy-again-after-reserving-app-name?forum=wpsubmit
http://answers.microsoft.com/en-us/winphone/forum/wp8-wpapps/c101a7d1-when-updating-80004005-when-installing/47fdbb3f-b5c0-46a0-adad-9cdd4d8d78cb
I can't emphasize enough how serious this issue is. Unfortunately, my month-long dealing with MS Support channel seems to have reached a dead end. If this is a Store related issue, something must be done to stop the bleed or else more apps will be in the
same predicament.
Can someone here from Microsoft please respond to this issue or at least point me to the right people/channel? Thank you. -
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