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Member
Posts: 11
Registered: ‎08-13-2019

Preordered Xperia 1 over a month ago

Hello,

   I preordered a purple Xperia 1 with the Sony headphones bundle on July 3. It is now August 13, and the phone has been out over a month. My order was somehow in computer limbo because unknown to me, the store charged me 1 cent less than they should have (Yes ONE CENT!!!!) and now I still have no phone. Hours on the phone with national and store support has accomplished pretty much nothing.

 

Yet again I can go on bestbuy.com and select the same phone right now at this moment for shipping tomorrow! But my order still says "delayed" and more ominously, that it will be cancelled tomorrow! This is amongst the worst experiences I have in my life ordering something, and the support has been completely useless. I don't want to lose my bundle deal ($300!) and I just do not know who to turn to.... I wanted to order from Best Buy because Amazon is becoming too big but sadly I would have had my phone a month ago if I did.

Member
Posts: 11
Registered: ‎08-13-2019

Re: Preordered Xperia 1 over a month ago

After a total of 8 hours getting kicked back and forth between store and national support, and 3 visits to the store, the store manager was able to cancel my order and put it back in again and now it says it will be here in 8 days (45 days after it was supposed to get here!). I was billed over $1000 on July 3. Customer support told me several times over the last few weeks that the computer hold glitch was resolved and to rest assured and wait.  Every time they promised me it was resolved when it wasn't. This was a tremendous waste of my time for an issue entirely Best Buy's fault, and in addition my brand new phone was delayed over a month for nothing. I never ask for compensation but here I feel I have been treated very badly and should be given something for my time and inconvenience.

Posts: 1,326
Topics: 15
Kudos: 129
Solutions: 82
Registered: ‎10-03-2017

Re: Preordered Xperia 1 over a month ago

Hello, specialp,

 

I understand that a delay is never a positive shopping experience and one that has lasted nearly 6 weeks is definitely not our goal. While we don't offer compensation for lost time I do welcome you to shoot me a private message with your full name, email address, phone number, and order number. I'll take a peek at the new order and see what we can do from there.

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎08-13-2019

Re: Preordered Xperia 1 over a month ago

So you don't offer anything for a problem that was entirely your fault on your computer system, delay someone's order for ages and make them call in many times to be told it was fixed when it wasn't? Is that supposed to be normal inconvenience? This was one of the worst customer service experiences I've ever had.
Posts: 1,326
Topics: 15
Kudos: 129
Solutions: 82
Registered: ‎10-03-2017

Re: Preordered Xperia 1 over a month ago

[ Edited ]

Hello, Michael,

 

I appreciate you sharing with me those details. I know it can be very time consuming reaching out over and over to get this resolved. While it's not common to see this kind of thing happen there are times where orders can get stuck or have delays that involve a lot of reviewing on our end. That being said, while I did mention that we do not offer compensation for lost time, I will still go ahead and review the new order, ensure that everything is running its course, and seeing what other options we may have to help. I do appreciate your patience throughout this whole situation. Please allow me a few minutes to get this done and I'll be right back with you!

 

 

Dave|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎08-13-2019

Re: Preordered Xperia 1 over a month ago

Yeah exactly what I expected. So you don't care that you messed up the order and caused me a ton of grief getting this sorted. This isn't an inventory issue, it was a problem with your archaic computer system that nobody could solve. Everyone told me it was fixed many times. Whatever I'm never buying from Best buy again.
Posts: 1,326
Topics: 15
Kudos: 129
Solutions: 82
Registered: ‎10-03-2017

Re: Preordered Xperia 1 over a month ago

Hello, Michael,

 

Please know that we value our customers time. As previously mentioned, while we do not offer compensation for cases like this we can still discuss this further and see what else we can do. In order to keep your personal information secure I will be reaching out and continuing our conversation in private. Please keep an eye on your inbox for my incoming private message.

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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New Member
Posts: 2
Registered: ‎08-15-2019

Re: Preordered Xperia 1 over a month ago

I've had the same issue with this product as well (purple). Had the phone preordered since July 1st and was told by multiple Best Buy CSR's that the phone would be coming. My order was automatically cancelled today and I called customer service again and was told there was nothing I can do because they literally have no clue when the phone will be in stock. Really disappointing as I wanted to take advantage of the preorder deal through Best Buy but now I will have to return the headphones I've received, opened, and used, to a local store which i'm sure will be another headache.

 

To think, all of this would have been avoided if I had just preordered from Amazon.

New Member
Posts: 2
Registered: ‎08-15-2019

Re: Preordered Xperia 1 over a month ago

Ok, just got off the phone with another rep. She had mentioned in the past where there have been issues with their system not displaying stock correctly, but this time she confirmed they have actual inventory of the purple model now and they would provide a one-time credit for the difference for the cancelled preorder if I placed a new order over the phone with them. Apparently Sony was slow at restocking Best Buy and it was really unfortunate timing that the order was automatically cancelled. I still believe Best Buy is at fault for providing inaccurate order details.

 

I am supposed to receive my phone this Saturday so I will provide an update if that is not the case.