Toshiba 12x DVD $90

[maalx]

Hey oontheroad247! I just called this morning and talked to a nice CSR
and was given the same thing.
It's not like we are ripping them off, that is what the description says.
"Type Device: DVD-ROM Drive/Decoder Card Bundle"

 

[maalx]

just looked at buy.com and the drive that comes with the hollywood card is on back order.

 

[geoffkin]

GREAT, they are listing the bundle as OUT OF STOCK now. I wonder how that could be when the "bare drive/bundle" webpage is still in stock! LOL

I wonder how that could be? I just called them and CSR Mario gave me the 800 # for Toshiba. So if it is OUT OF STOCK, that means Toshiba is out of them?!
He said it was shipped to me directly from them and that they will handle the problem. CALL TOSHIBA. GREAT HELP. I just emailed them the problem, if that doesn't work, I'll call until I get a different CSR.

 

[Dhendra]

They just put me on hold. I called up, and got a CSR whose name is Pam, and she went to the site and pulled up the information. I'll keep you guys posted...

*EDIT* - they're willing to send me a prepaid label for a return, but that's it.

Well, i'm calling up my credit card company and disputing the charge. We'll see what happens.

 

[ElDiablo]

Just got of the phone with the CSR. He's gonna get me a replacement (the bundle) but no cross-shipping .

Perhaps those that couldn't get them to replace it should try calling again.

 

[geoffkin]

Don't think the CC company is going to reverse the charges, when the company offered to take the merchandise back and refund your $!

Here's the reply I got from BUY.COM:

Hello Geoff,

Thank you for contacting us at buy.com, the internet superstore.

We apologize for any problems you experienced regarding order #8674219.

Unfortunately, we are unable to provide parts of a product to you since
we do not pack the products.

We can offer you two alternatives. The first and most recommended
alternative is to contact the manufacturer for the item(s) they did not
include with the product. For the manufacturer's phone number email, or
web site address, please visit our technical support at
http://buy.service911.com/buy/content/ProductSupport.asp.

The second alternative is to return the product to us for either a
credit or a replacement of the same product. To return a product,
please
read our return policy at http://www.us.buy.com/corp/support/returns/.

For future reference, please visit buy.com Customer Support, located at
https://www.us.buy.com/corp/support

Within our Customer Support Center, you will find a wealth of
information concerning your current order status, order history,
buy.com
account information, as well as answers to frequently asked questions.

Thank you for shopping at the internet superstore.

buy.com
Customer Support Team

If you would like to ask an additional question, please use this link:
https://www.us.buy.com/corp/support/email/default.asp?subject=followup




Original message follows:
-------------------------

I received my order and only received the bare DVD
Drive, no Hollywood Decoder card or software!
The webpage clearly states that it is a:
DVD-ROM Drive/Decoder Card Bundle:


http://www.us.buy.com/retail/product.asp?loc=101&sku=10250639&PageFormat
=3

I hope that you can get me the rest of the package
that I ordered quickly, I need it working ASAP!
Thank you!
~Geoff

 

[geoffkin]

what is cross shipping? is that kinda like those cross fire spark plugs?

oh, maybe i can guess. they send out my bundle and i return the drive i got at the same time? what, they want me to wait for them to get my drive back, before they send out the bundle?!~ that's like another week wait! A$$*&^@#()

 

[ElDiablo]

Cross shipping is when I ship to you and you ship to me without waiting for my shipment

 

[Atreides]

I just got off the phone with a buy.com CSR a few minutes ago. He repeatedly told me it would be impossible to replace what what missing (i.e. send the other kit) and really seemed to want to just refund it. I held out for a while, spent 10 minutes on hold while he "called around." Eventually he told me because of the large volume of calls they've had regarding this that they're contacting Toshiba to try and figure something out... He's supposed to call back today, tomorrow, sometime, wasn't very clear on when. Anyway, my guess is they'll just try to refund most of them and we'll all have wasted most of a week being giddy with excitement (well, I was at least). :frown:

Congrats to those who talked them into sending the bundle and cross-shipping.

 

[wesman2]

I talked to a CSR around 1:30 PM EST and explained that I had received a bare drive without the card or software. She confirmed it was a drive/card bundle when I gave her the order number. She said I could return it and they would ship out the package when they got mine. I had the feeling she was going to ship another bare drive, so I asked for cross shipping. After three minutes on hold she said she was on the phone with the warehouse and was inquiring about crosshiping...five minutes after that (and me kicking myself for pushing my luck) she returned and said a supervisor would email me (I had to go to work) to make arrangements for crosshipping or just sending me the missing items. I asked if I should send the package back today and she advised me to wait until I had talked to the super. I'm still waiting for his email, but I'm going to give a hell of a fight for the card as without it I can't watch movies on the system I bought the drive for.

I think she realized the mistake because the item is shipped from directly from toshiba, but the drive/card is probably a buy.com bundle.

UPDATE: It's now 2:00 AM EST and no email from the super, I'm too tired to do anything now, but if I don't hear from them by tommorow....

 

[Dhendra]

Yup, it was a no-go for me. I already shipped it out via UPS. They'd better credit me fast, I hate waiting for refunds.

 

[Shaftatplanetquake]

Well heres my story:

I purchased the drive over the phone a few days ago and 3 dvd movies. It arrived at my house yesterday sans decoder board of course. I called em up just now, and got a csr, he didn't want to work with me and told me he wouldn't be able to do anything anyway. So I got another csr (self-proclaimed specialist in public relations). Spoke with her about 10 mins(she sounded sexy!, hehe)and we looked at two different boards from and they were both backordered. She said she would have taken off half of either board if they were in stock. Well, ended up with her crediting me $40... sweet!
12x 40x toshiba dvd rom drive- final cost- $55 shipped!

 

[Atreides]

Well, my sad story continues... After talking to the mostly unhelpful CSR on Thurday who was going to call the call the warehouse and/or Toshiba to "figure things out" and "call me back" I'd still heard nothing. Anyway, just talked to another CSR who had instructions in the computer to only offer me a RMA or tell me to wait for word from whoever about whatever (i.e. confirming that the website should've said drive only)... So, I think the moral is if you don't get lucky with a nice CSR the first time and some *astard has the opportunity to enter comments in your record, you're SOL.

Anyway, at this point they've known that the website had the wrong description since Thursday and haven't changed it yet... In my opinion the fact they haven't changed it makes it a bait-and-switch, not a typo. :frown:

 

[wesman2]

It's now saturday and no email from a super. I haven't been able to call in so I sent them a what's up email. There response was that they don't have any info on my call and the send them more details. I just sent the email giving the details, including the fact that I was told the supervisor would contact me by the end of thursday to arrange cross shipping or just sending me the missing items (thats what the CSR said). Well I'm definitly not a happy customer and they have not corrected the page, even though they have know of the mistake for at least two days, as Atreides said.

Also the actual dvd+hollywood bundle status has changed from backorder to pre-order, but I could not find an expected date of shipment.

 

[Dhendra]

Well, if you're gonna return it to buy.com (which I think will happen eventually), I say give them what they deserve: before returning it, throw it against a wall or something. Mwahahaha...

I did that once with a CD-R drive, made me 30 coasters (in the good 'ol days when cd-r media costed appx. $2.50 a pop), so I took it and threw it against a wall, then returned it to CompUSA

 

[Nightmare]

I just placed an order for one of these last night...

If I don't get the combo, then I will call or write and offer them two options.

1.) Send me the full kit

2.) Do nothing and I will dispute the entire charge with my credit card company as you did not deliver what I ordered. In my case, I *know* my credit card company will reverse the charge without problem.

I mean it is just stupid of them to know about the problem and do nothing. At the very least, they knew about the problem all day Thursday and all day on Friday before I placed my order and took no action to prevent further mislead customers.

Either way, their lack of action WILL cost them...

--Nightmare

 

[Dhendra]

My credit card company was extremely rude when I even mentioned that I wanted to dispute charges. (we're talking about NextCard VISA) - anyway, the lady was being a bitch, and I was already about to cancel my card, but that was the last straw. She asked what buy.com said to the wrong package arriving. I told her they gave me an altimadem. She said "then just return it, who cares." After buy.com refunds my money that card is (finally) history. My recommendation is STAY CLEAR FROM NEXTCARD - THEY DON'T CARE ABOUT YOU (DUH), BUT THEY HAVE SOME OF THE WORST CUSTOMER SUPPORT EVER!

 

[wesman2]

I may have been looking at the wrong item because the dvd/hollywood bundle says backordered now...but I'm 90% sure it said pre-order earlier.

Hey, oontheroad247, let us know if you get the bundle. Since it's backordered I don't think they have the decoder card to actually send. So I'd like to hear how it turns out for you.

 

[sirsolo]

What does filing with your CC company buys you? Is it to get the product for free?
Why not just return the damn thing if it's not what you thought it was or dispute with the seller (buy.com) for some compromise?

 

[LiekOMG]

Hmm... the price is now up to $100, however its no longer under backorder or preorder. Its back up to its normal "ships in 24 to 48 hours".

They still have not fixed the description, as its still listed as a bundle. Is it possible to call them up and make an order over the phone instead of online? Because it would be a lot easier to find out if it is bundled with the DVD decoder from a live person (i guess...)

Anyway, i'm just curious, but would I get any benefits from the DVD decoder? I'm on a Tbird 800, so I don't really think I *NEED* it all that much. I've heard some stories that using a DVD decoder can cause strange conflicts (i'm already out of IRQ's!), and that the image quality can sometimes look worse than software decoding. Is any of this true?

Still... the TV out would be nice..

 

[Nightmare]

sirsolo--

Yes. Filing with the CC gets the product free (instead of returning it) and it forces Buy.com to take a "charge back" which lowers their credit rating (a very, very tiny amount) and forces them to pony up some money if they refuse to fix THEIR mistake.

I normally don't care about a mistake or two, but after they knew about it and took no action, they better live up to their agreement or I will get it for free..

I use the grocery store example for this situation. Customer #1 drives by FoodCity and sees "grapes 9cents a lb" and stops and goes in only to find out that they are really 99cents a lb. Now she tells a manager and they have the choice of honoring their mistake or saying it is a "pricing error" (disclamer on website) but they honor it in the name of good business. Now 2 hours later customer #2 drives by and sees the same sign for 9cents a lb. The store no longer has a choice but to sell the product as stated for 9cents since they were aware of the situation and took no action to prevent further confusion. Buy.com knew about this problem on Thursday or earlier and took no action so when I purchased it late Friday night, I should get everything they state is included or something for my trouble. And then and only then, if they refuse to offer anything (other then RMA) I would dispute the charge.

Credit card disputes force a company to do something about a problem when they won't normally.

As for NEXTCARD--I have heard that they were a$$holes before. Citibank used to be the BEST at customer service and disputes, now they are one of the WORST. They just make up excuses why they won't even dispute the charges..oh well..as soon as my Citi cards are paid off, they will be history.

--Nightmare

 

[wesman2]

I was refering to the actual dvd/decoder bundle (search for "toshiba hollywood&quot. The reason I mention it is because if they cant ship the actual bundle, there is slim chance of anyone here getting it. It's listed as $164, which is pricy since you can get the bare drive for $100, and the card is sold for $35 elsewhere.

EDIT:

looks like they are messing with the listing. I searched for "toshiba dvd" a few times today and sometimes it said "12X DVD-ROM 40X CDROM SINGLE RETURNS REFER DIRECT " and the price was $117.95. I clicked on the link and the title, description, and features page were as they have been with the normal price of $100.95. Other times it returns the normal results.

 

[joeryu]

anybody wanna trade their toshiba 12x for my pioneer 16x dvd?? check out this thread:

The Trade

 

[Atreides]

It seems like perseverance is the key in this situation. After another 5 or so phone calls and countless minutes (hours?) on hold, I got a deal similar to Shaftatplanetquake's. A $40 gift certificate, not an actual refund though. I decided not to press my luck... A supervisor is "supposed" to email it to me tomorrow... hhhm, we'll see if that happens! :Q

So, if you're still caught in this mess my advice is to just not give up without a fight. I first called last Thursday and have called like 10 times since. Don't be too argumentative, whiney seems to work well... (if you can set aside your self respect and dignity).


Update: Woo Hoo! Received my $40 gift certificate email today! I guess Buy.com isn't really so bad afterall... Not sure if it was worth the hassle, but whatever...

 

[TatSteeL]

Well I receive the same thing as all of you did DVD drive alone, it didn't include decoder card, so I call buy.com and ask them what's up with it. This nice lady look at the web site description and she say "well it did said there's a decoder card with it" so she ask me to send it back and she'll send me the bundle one using cross shipping. The only problem is that she can't send me pre-paid UPS bar by e-mail, instead she uses regular mail which could take up to a week. I'll keep you updated it, BTW did any of you get the bundle successfully?