OK so...I totally understand why you'd be a little miffed at them. This was a marketing failure, for sure: they made a second offer that violated the "first-come, first-serve" principle. Those who were first come and not first served won't be happy, and the person who thought up this second offer should have known this. Furthermore, when you came in and brought the problem to the attention of the staff, they really should have tried to make you happy - by giving you a discount, or free merchandise, or doing something else for you. This is the real failure, right here: the fact that they weren't even nice to you. The service personnel who dealt with you should be demoted, fired, reprimanded - something.
But: BB is a big company. There are many thousands of SKUs, and probably hundreds of promotions. They should, but may not, have a comprehensive system to keep track of all of this. It makes a lot of sense to you that they should have notified you that there was a "new deal," but the fact of the matter is that their system would not have caught that unless someone programmed that in - and someone didn't program that very specific logic into the system (if any new product has a second deal, the people who got the first deal should get first dibs or be notified). It got lost in the shuffle.
This is the type of service that a small, mom & pop shop would give you - because mom & pop would think things through and realize how the customer would feel if Second Deal customers were served before First Deal customers. At the very least, mom & pop would be nice to you when they realized they made a mistake, because mom & pop would care about your business. But you didn't buy your Vita from a mom & pop store - you bought it from a big box retailer. If there were any mom & pop stores around - and there probably aren't, because you and me and everyone else fled to big box stores, and Sony probably wouldn't even give them stock of new products, to boot - they would charge you $20 more for the system.
It's a tradeoff: low price for low service. Service is getting better over time as people are figuring out the mechanics of database marketing, but it hasn't quite replaced the service that you could have gotten from the mom & pop stores. There is no big-box-store customer-service artificial intelligence that would think about these things the same way human beings would. You really shouldn't expect such an AI to exist, either, at this early point in the ascent of big box retailers - you should take your lower price and realize that there are things you're giving up to keep that extra $20 in your pocket.
I know it's an unrealistic expectation from a company of that scope and size, but that doesn't mean I can't get pissed when it affects me adversely. This pre-order bundle was given as an incentive to encourage pre-orders, but it inadvertently punished those who had already placed an order.
I know the bundle pack was a rip off, but it's the principle of first-come-first-serve that was violated here. When I brought it to their attention, there were many things they could have done to diffuse the situation. They didn't even have to comp me anything. If they would have just admitted that it was unfair and apologized SINCERELY (I'm a shrink. I can tell when people are bullshitting) I would have dropped it then and there. But instead, they were callous and unhelpful. I caught the girls behind the counter at the pickup site rolling their eyes.
And I said it before, and I'll say it again--I ordered the machine literally within the first week it even showed up on the website. I made my order, I figured I was set. Why would I need to read about all these pre-order bundles? I have a life. I have two jobs and a wife. I can't watch Kotaku every 5 minutes to see what Sony's doing now, and make the series of phone calls to determine whether or not it affects me. That's why you pay them, and that's why you preorder--so the store takes care of you. And Calthear is right. I guess that this isn't something you can expect from a company like Best Buy. But that doesn't mean I can't be pissed about it, and doesn't mean that they are completely absolved of all responsibility either.
Last edited by Graham Mitchell; 02-18-2012 at 12:51 AM.
i was able to get my first ed bundle from frys electronics, everybody else was sold out (a fact gamestop loved telling me, i shouldve preordered), i on a whim called frys electronics the day after it was released and talked to a rep who told me to order it on their site but select the pick up at store option. ten minutes later and a email letting me know it was ready for pickup, i was on my way to my precious. they had 3 others left.
I get that not everyone can keep up on every video game news story, but it seems like you're on here posting quite a bit, so you obviously have some free time. Similarly, it seems like you are pretty obsessed with having the Vita on day one which just seems bizarre. Is your life really being negatively impacted by waiting seven days to play a video game system? The system has been out in Japan for months, does it upset you that people imported it and have had it for months longer than you have?
Pre-ordering is not a concierge service no matter where you place that pre-order. All it means is that if everything goes according to plan, the day the system is released, you can walk in, pay the balance and walk out with your Vita. If next Wednesday you walk in to Best Buy and they don't have your Vita for you, then you should be upset. As it stands, you haven't lost anything and frankly, you're getting a free memory card that you weren't even going to get when you agreed to preorder the Vita. So, maybe it's time to not stress so much about it and take a step back and wonder why not having a Vita a week early is such a big deal in your mind. Perhaps it's also time to speak to a colleague who can help you manage what seems to be a very unhealthy sense of entitlement and obsession with something so trivial.
I would cancel your pre-order, get a refund, then wait until the price of the Vita, the memory cards and the games drop, then buy it.
Trouble is, I made that post when I was mad (maybe not the greatest idea, admittedly). When people are mad, all sense of logic and fairness goes out the window, and their sense of entitlement goes through the roof. So, I posted that, played some Gauntlet 4 and went to bed. Now I accept it.
The thing about these threads is that everybody's looking at the OP and commenting on it, so I find myself having to continually defend how I felt when I was mad about it (again, admittedly not the greatest idea.) There's just no defending a psychotically angry, irrational person (ie--me 2 nights ago).
I think the situation had a very personal resonance with me because I work in a place where angry people (specifically, incarcerated persons) demand narcotics from me several times a day. The way we deal with that is not unlike the way Best Buy dealt with me. The difference is, I wasn't a criminal askig for something I wasn't entitled to have. I was a paying customer wondering why I didn't get what I thought I was getting. I felt a bit betrayed, and when I attempted to pursue the issue, they were rude and unhelpful. I maybe don't deserve a Vita for this, but an apology would be appropriate.
So, what did I learn from this?
1) Let the dust settle before you go posting on DP
2) Best Buy sees you as a mindless husk with a wallet, and any expectation that they would guide you reasonably through a purchase is foolish
3) Don't preorder stuff from them. They mess it up regularly (as other posters on this thread will attest).
I humbly apologize to the DP community for spraying my emotional BS on this thread. I just hope you guys understand--I felt a bit betrayed and I was upset. I don't' want ya'll to think I'm an over-entitled douchebag.
Pretty much what happened here was that Sony pulled something similar to a Sega Saturn move with the Vita, but for different intentions.
Thing is the customers really don't like it and the employees certainly don't like having to do it. I miss the prime days of The Good Guys and Circuit City but I don't go to regular retailers to have pressure put on me to buy like I stepped onto a used car lot.
Last edited by InsaneDavid; 02-18-2012 at 04:28 PM.
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Graham Mitchell(and anyone else picking up a Vita) I'm not sure if you are aware of this but all next week Target is having a "buy 2 games get one free" deal for all Vita games. It starts tomorrow(Sunday) so you might want to jump on that. I know this isn't the deals thread but since this one has gotten so much traffic I just figured I'd direct new Vita owners to the deal. That way yall can justify paying $50 for Uncharted: Golden Abyss....well, almost justify it
ALL HAIL THE 1 2 P
Originally Posted by THE 1 2 P
Btw- I opened up wipeout this morning, and...welcome to the future. No manual. I know some console games have been doing this for awhile, but this is the first time I've seen a launch game come without one.
I guess we're entering a new era, boys and girls!
I am here: http://maps.google.com/maps?ll=33.928297,-118.226620
I really wish I would of know about the Target deal sooner, I had already opened up my newegg package with Uncharted and Wipeout by the time I had herd.
On the no manual thing be prepared, Uncharted doesn't have one either. Not even an add or scrap of online code nonsense. The game doesn't even have a reverse cover like the first and second ones did. Its a bit surprising since with big first party stuff they tend to go all out. I honestly don't know what I am going to read on the toliet from now on.
GameStop's got the Buy 2 Get 1 as well starting Sunday. - New Vita games. Weee!
Ahhhh, an interesting kick in the pants by retailers to my plan of going all-digital in this Sony portable generation.
Well Target it looks like you have my software money this week!
"And the book says: 'We may be through with the past, but the past ain't through with us.'"
The whole pre-order thing is really lost on me. People don't do it for anything else that I know of (at least not to the extent). Movies, books, music, etc.. Why so with games?
There's no reason for retailers to be rude to customers, I'm not excusing that in any way, but I really don't get the foaming mouth fervor of some people when it comes to needing a new game or system on day one.
@emperor megas: I don't really get the "must have it on day one mentality either.". I was just butthurt because I put money down for it and the deal was not totally honored. And the response I got from them when I brought it to their attention was atrocious.
But yeah, GameStop shreds and tosses strategy guides for games that are only 6 months old. That's silly to me but there must be enough people out there who think a 3 month old game is obsolete that the chances of them selling those to a mainstream audience are pretty low. I think we're in the minority, sadly.
My Gaming Collection (Now at Google Docs!) 12/28/14
That said, I've never seen this bit of "no cash" nonsense at any Best Buy I've ever been to. I always pay cash everywhere except when buying online.