- Oct 9, 2002
- 28,298
- 1,235
- 136
As it stands, there is still no BFG GeForce 6800 GT OC coming my way, despite my best efforts.
Why don't they understand that someone will have to get off of his/her ass and actually work to resolve this one? My emails are probably being read somewhere in India.
@#$%@ out-sourcing!!
I wrote:
On Saturday, 10/30/04, I used the Best Buy web site to locate item 6684652, an expensive computer video card.
http://www.bestbuy.com/site/ol...84652&type=product
The web site reported that it was available for home-delivery. I was in a hurry to obtain this particular item, so decided to drive out to a store to pick it up. The "check for store availability" option reported that the two closest stores, Fayetteville and Douglasville, both had the item in stock, while the other local stores were all out-of-stock. I called both stores to verify availability before driving out (both stores are a significant distance to drive), and they both said that their reported stock could not be located!
I called the toll-free number and spoke with a sales representative, who said that I could go ahead and order from the web site with the in-store pick-up option. He said that a store employee would go to set the item aside, realize that it could not be located, and email me to tell me that it would be shipped free-of-charge.
Instead, I got an email from the store notifying me that the item was available for immediate pick-up, and that it had been set aside for me (which was not the case).
On Sunday, I planned to drive out to pick it up; but called the store first to be sure that one had been set aside for me. They reported that the two cards in their system were both still unaccounted for, and that I should *not* drive out there because they did not have it.
I called the toll-free number again and the Best Buy representative (Michelle) said that she notified a special response team who would call or email within 4 hours with a resolution. I never received a response.
On Monday, I called the toll-free number again and explained the situation. Once again, a response team was notified but never responded. I called the store again to see if the missing stock had turned up, and an employee searched "everywhere" for it, including the back of the store. He called me back and explained the situation. Another employee (a supervisor?) explained that it had been a counting error when they received their previous shipment. He explained that my credit card would not be charged until I came to pick up the item. He said that I could wait for the pick-up period to expire, but I should cancel the order "just in case" to make sure that my card is not charged in the future. However, when I got home and checked my bank's online statement, it showed that my card had already been charged.
Today, I checked my email and found a message from Monday. It was a reminder that my product is still waiting to be picked up! It has now been 3 days since I placed my order (this is the fourth). On the day that I ordered, I had many options. Now I have none. The web site is out-of-stock. I called the toll-free number again and spoke with a representative who could not work out any kind of solution, even though there are several other stores in Georgia which have the item (all are too far away to drive). She cancelled the order, which is disappointing because it may delay any resolution that you present because my card will have to be charged again.
Resolve this situation and send me the item from one of these other stores. I have been waiting entirely too long.
Turner Hill GA 2940 Turner Hill Road, Lithonia, GA 30038
Stone Mountain GA 1450 East Park Place, Stone Mountain, GA 30087
Gwinnett GA 1875 Pleasant Hill Road, Duluth, GA 30096-4651
Columbus GA 2925 Manchester Expressway, Columbus, GA 31909-5367
Mall Of Georgia GA 3205 Woodward Crossing Blvd., Buford, GA 30519
An ignorant ass wrote:
James,
Thank you for contacting Best Buy about your order BBY__-___________. I'm Grant with Customer Care.
We appreciate your concern about modifying your order.
Your order has reached a point in the processing stage where it is beyond modification. We are unable to complete this request because your order has been cancelled. If you require further assistance please contact us at 1-888-Bestbuy/1-888-8289.
If returning to the store is not an option for you, just follow the instructions on the back of the packing slip. Once it's returned, we'll credit you for the full amount of the product. Shipping charges, however, will still apply.
Thank you for sharing your comments with Best Buy. Please do not hesitate to contact us with additional questions or concerns.
Best wishes from Best Buy,
Grant and the Customer Care Team
I wrote:
Please escalate this to someone who can create a new order and *get my product to me*.
"sorry...your order is beyond the point of modification"
If you had read the message, you would see that I did not want to cancel my order for this very reason! Your representative told me that I did not have a choice and cancelled the order despite the fact that several other stores in the state had the item in-stock.
Please make this right and expedite shipping on my item. It has been 4 days now since I first placed my order, and I should have been able to pick it up that very day (in-store pick-up option was used).
Another ignorant ass with no customer service skills wrote:
James,
Thank you for contacting Best Buy about your order number BBY__-___________. I'm
Mark with Customer Care.
We'd be happy to investigate this matter for you.
At the present time we are out of stock online for the item BFG Technologies
GeForce 6800 GT OC 256MB GDDR3 AGP Graphics Card. The online and instore
inventories are separate. As such we cannot send you a video card from another
store. We apologize for any frustration this experience may have caused you.
As new inventory becomes available the website will be updated to reflect the
new status. We invite you to check back periodically for product availability.
Have you seen our latest Hot Deals? For everything from notebooks and desktops
to music and movies, find hot values on the products you need. New offers are
added constantly, so be sure to check and re-check our exciting Hot Deals.
http://www.bestbuy.com/site/ol...6190&type=category
We look forward to your next visit to one of our stores or to www.BestBuy.com.
Please do not hesitate to contact us with additional questions or concerns.
Best Wishes from Best Buy,
Mark and the Customer Care Team
I wrote:
You clearly do not understand. I have been wronged and Best Buy must actually work to correct this. If you do not have procedures for this, you must escalate the situation to someone who can. This is unacceptable. I ordered this product on Saturday. I wanted it on Saturday. I was told that I could pick it up on Saturday. Now it is Wednesday evening and I still do not have any way to obtain this card. My situation is time-sensitive. ESCALATE THIS MATTER. I will not wait for the site to re-stock.
When someone with authority receives this message, I suggest that you:
1. Call one of the Georgia stores that I listed (all of which had the item in-stock)
2. Bill my credit card again
3. Arrange an express shipment; either to my home or one of the two local stores (Fayette or Douglasville).
4. Notify me of your resolution. ______@hotmail.com, (111) 111-1111, (222) 222-2222, (333) 333-3333
Why don't they understand that someone will have to get off of his/her ass and actually work to resolve this one? My emails are probably being read somewhere in India.
@#$%@ out-sourcing!!