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I was on hold for 40 minutes but finally got though...
My customer service agent told me that there was a system error that caused the error announcement to be sent. As such, my order would be filled and that I would hear from a a manager in the next 24 hours.
I hope they would fill my order since they already billed me...
Grrr......
11-30-11 11:13 AM - Makes you wonder why someone at blackberry didn't just send out an email blast to say, "please ignore the previous correspondence". Simple customer service. Hundreds of people have spent hours trying to find out what is happening.I was on hold for 40 minutes but finally got though...
My customer service agent told me that there was a system error that caused the error announcement to be sent. As such, my order would be filled and that I would hear from a a manager in the next 24 hours.
I hope they would fill my order since they already billed me...
Grrr......11-30-11 11:19 AM - UPDATE 2: I just spoke to a rep on the phone after waiting 30 mins on hold. He advised that they are escalating the order and in his words "they will be honouring the order AND price". He also stated that I will be receiving an email in the next 24 hours or so confirming this.I received the same message - I think it's a pretty bs excuse to pull this considering the sale ends today!! I'll be calling at 8am to sort it.
UPDATE: I can't even get a call through - gets cut off or quick busy signal
We'll see........11-30-11 11:20 AM - Not always. My job for Best Buy/Futureshop was in the auto verification queue. There was an office of us who spent all day calling some 50 banks all over NA to verify orders that were flagged suspicious. If told the information on the order was a mismatch, we manually noted and failed the order which triggered an email to the customer that there was a problem with their card information and they had 7-10 days to correct it. When it was edited by the customer it went back in the queue and we verified with the bank again. Only if we didn't hear back would the order cancel. If RIMS contracted company is just cancelling orders with no attempt to correct that's pretty crappy service.Fire, you have to understand that all these cancellations are not generated by real people, but by software programs that are highly encrypted and not subject to making objective decisions, or predisposed to making phone calls when an order appears suspect. The Thanksgiving holiday was 4 days, and I'm sure there were no living entities manning the order desk, just some computer, which, on several occasions, bogged down due to an inordinate number of internet orders. I ordered my three PB's Thanksgiving night, and I will have them tomorrow per Fed Ex tracking. I am sure there is a reasonable explanation for these glitches some are having, but I have no doubt the issue(s) will be solved once you all make contact at RIM with a live person. Lastly, if I ordered from the Sears site that $72.00 PB, I would be highly suspicious, but I have every confidence in RIM that they will make things right.
I was pretty good at it, by the end I could rotate 3 lines to banks based on hold times and verify about 60 an hour.11-30-11 11:26 AM - Yes, I too got off the phone with a great tech rep who said the phone lines to sales was FUBAR. Anyway, he said that everyone who ordered via the web store WILL get their orders fulfilled, AND that it indeed was a computer glitch that erroneously sent out those cancellations. He also went on to state that EVERYONE who got a cancellation e-mail will be contacted by phone and/or e-mail confirming that the order cancellations were a mistake, and given the opportunity to cancel their orders if they wish. For those who now hate RIM, or just hate them more, here's your chance to zing it to them with your own cancellation of your order(s). Anyhoo, I guess my orders slipped the computer dragnet gone hog wild, 'cause Fed Ex says mine will be here tomorrow. OK folks, take a deep breath, break out the Bacardi or Jack Daniels, pop open a bottle of Coke and have a relaxing drink on me. It's a 11:36 AM here, and dang it if I don't need a drink now after reading this thread, and just getting word the lynch mob in my honour has been cancelled.
P.S. Not everyone got a cancellation notice. If you got an order confirmation when you ordered, you are good to go.11-30-11 11:53 AM - If the customer service experience and ordering process of those affected continues to give you angst, and no matter what the reasons for the errors of late give you no satisfaction, then I will say that the PB and/or Blackberry may not be for you. RIM goes through enough bashing by everyone without a BB product, has had a number of unfortunate blackouts with their service, and now this order fiasco which RIM is going to make right, yet some prefer to continue to hate on RIM. Well, hate on, cancel your orders, break up your BB phones, give away that worthless non-functioning PB to Goodwill, beat your domestic partner for sticking with his/her BB phone or PB, buy an iPad and maybe, just maybe, you will stop posting your mis-information, your dis-information, your angry rhetoric, your inability to take a world view of what is happening, and in this case, has happened, and focus that negativity in a forum like the iPad forums where you can continue to hate on and talk trash about how 'effed up RIM is. The problem has been solved by RIM, and if you're still not satisfied, then just move on and let the rest of us enjoy the positives that is the BB/PB experience. I don't want to get all Biblical on some of you, but if you are without fault, then be my guest and throw a cinder block through one of the 30+ windows adorning my sugar shack.
Last edited by alnamvet68; 11-30-11 at 01:04 PM.
11-30-11 12:51 PM
