yashsingh1/xdaforums huggingface dataset:
[Asus  Eee Pad Transformer Prime] kristovaher:
Correct. Customer service really does not seem to know, they are quoting their own website half the time. Today they were surprised that I learned about January release before they did.

Their customer service has not really told us anything. Which brings me to this.. Has anyone talked to anyone that is not customer service at B&H? We've gotten a lot of information from other sellers, like Amazon, BestBuy, Target Direct, even Adorama, but not B&H because in their cases we've gotten information that comes from more than just a website.

B&H seems to outsource their customer service, this is why everything is so inconsistent and why we haven't gotten a single fact so far. I don't live in US so I can't really call them without epic charges, but perhaps someone in US could get through and contact someone at B&H who actually knows more about why B&H is so terribly behind other launch partners?
[Asus  Eee Pad Transformer Prime] Cappurnikus:
I'm sure their customer service was trained to handle all but the most irate customers. They're unlikely to transfer you to their VP just because you ask nicely. Don't get me wrong, I've worked in customer service as well and I know being rude to them is unlikely to get you anywhere either. At most, they'll transfer you to a co worker who claims to be a manager and will repeat the same thing as the last person you spoke with, lol.

My best advice to everyone is to practice a little more patience. I know you want your new gadget as do I. Freaking out about it on forums and at CSR's won't make it ship to you any faster however. Heck, I'd have likely called them as well if I didn't see so much conflicting information here. Their CSR's have likely been left out of the loop.
[Asus  Eee Pad Transformer Prime] morphiend:
I canceled my pre order with adorama. Amazon offered free next day shipping and about $30 worth of credits for this debacle.
[Asus  Eee Pad Transformer Prime] BarryH_GEG:
Are you seriously comparing an iPad launch to the lauch of the Prime? Everyone on here's a gadget freak and wants to be first with new tech. So let's say that's 50-75K people. Asus expects (hopes) to sell 1MM tablets in 2012. Once all the early adopters get their new toys, the Prime will end up sitting on the shelves next to all the other $499+ Android tablets that aren't selling. The average consumer didn't avoid dual-cores because they were slow, they just weren't interested at prices similar to an iPad. Sales of the Kindle Fire and the TouchPad fire sale pretty much confirm what it takes to motivate people to buy a non-Apple tablet and it's not a quad-core processor.
[Asus  Eee Pad Transformer Prime] SuperDaveMaine:
Thought I'd put in my experience. I placed a pre-order on Nov 24th. Called them about 10 minutes ago and the customer support rep said that the Asus Transformer Primes were supposed to come out on Dec 19th, but were delayed by a week by Asus and then delayed again by Asus to mid January.

He then mentioned that the reason was because of a WiFi problem and Asus wanted to fix it before shipping them out.

Since there isn't a WiFi problem with the retail version, I assume this info is stale or he was misinformed. Hoping I don't have to wait until mid January before I get mine!
[Asus  Eee Pad Transformer Prime] oasis9389:
Oh 100% I am. Look how many people want this prouduct.. the reason is doesn't compare to an iPad release is b.c of the clerk/store attitude and your attitude.

This product has massive buzz idc why or who the people are. It has Buzz it should be known by a tech store. This is what apple has done to tech they have dummed it down to the point that if its not apple it doesn't matter or better yet doesn't exist till apple has it.

It's ruined your attitude and the tech worlds
[Asus  Eee Pad Transformer Prime] everlast716:
P.O'ed!

My whole thing with this is I preordered it on the 22nd, yet there are customers from tiger direct and amazon and best buy who ordered it on or a little bit later then the 22nd and they are getting emails confirming the prime has shipped. B&H had a quote on the website saying if you preordered it with them you can have it by Christmas, I mean **** happens but I already paid in full and I really don't want to cancel and have to wait longer on someone else's list. I'll never order from B&H again, tigerdirect or bb from now on. B&H had some of the worst customer service I've ever dealt with. "I could give a **** if you buy from us or not" attitude from everyone I've spoke with. :mad:
[Asus  Eee Pad Transformer Prime] bendispo:
What a fiasco.

Just called Tiger Direct. I placed a preorder for the gray 32gb on 11/22. For the last couple weeks, I was told that their shipment would come in 12/20. Well, today, I was told that they will not be receiving shipment until mid January.

This story seems corroborated by the above post.

I placed preorders on 11/22 for the Gray 32gb at Amazon (canceled) and Tiger Direct (delayed until January).

After the 12/2 Amazon cancellation, I then placed preorders at Adorama (delayed until January) and J&R (delayed until Janurary).

This is seriously ridiculous.
[Asus  Eee Pad Transformer Prime] Cmotion:
I'll chime in as well, pre-ordered the grey 64-gig version + dock and just called customer service. The rep seemed really stressed and rushed, apologized and said I could expect it to arrive by the second week of January. Put in my order on November 23rd...
[Asus  Eee Pad Transformer Prime] Falhawk:
I could give you horror stories from Tiger Direct if you'd like.

The fact is, pre-orders are a crap shoot. Deal with it.
[Asus  Eee Pad Transformer Prime] newtybar:
Moral of the story...customer service has no idea what is going on.
[Asus  Eee Pad Transformer Prime] kristovaher:
Well, pre-orders are a crap shoot. But customer support that B&H shows is really bad in comparison to others. Other launch partners are either shipping at least some orders or give out more information to customers that makes them feel like customers.

What B&H does? Charged me last month, billed me epicly for shipping ($133!) and they don't even have a stock yet, nor any information about how much their stock they are expecting to get just to keep me guessing. I feel like they are waiting just like I am, except they have my money. I was among the first to pre-order and now I feel like I am getting my order fulfilled from -second launch- in Europe before B&H.

Target Direct horror stories or not, at least they've given far more information to their customers about this than B&H.

Has anyone had luck getting in contact with a manager at B&H?
[Asus  Eee Pad Transformer Prime] kristovaher:
B&H is now trying to convince me that they also have gotten stock from Asus and have shipped to customers. This contradicts everything they've told us today about not having gotten any stock. It feels like a lie to keep us from not canceling, but go ahead and ask B&H about it if you get the chance. Since either this representative lies, or the others we talked to today are lying. This is what they just sent me on e-mail:

The representative was 'Yoel F'.
[Asus  Eee Pad Transformer Prime] donlegacyx:
They may not know whats going on, but it does seem like they are relaying what they are told. Unless you want to be in denial and just keep hoping they are wrong, it sounds like Mid-janary is the current real ship date.
[Asus  Eee Pad Transformer Prime] fzaer:
I have been checking my order information for tracking number every 2 hours...so far so bad...

i think they just "entertained" you with some lies, saying they have started shipping...

I am really disappointed with B&H(not the customer service),I thought they were listed on Asus pre-order site and would be 1 of the key retailers..

They took the orders so readily and charge the customer so fast, yet when it come to delivering.....
[Asus  Eee Pad Transformer Prime] strikethreeout:
I mean, what do you want them to say? There's clearly an issue on Asus's side since every retailer is having trouble with getting their shipments.

Another botched launch by Asus. If you want to vent, vent at them.
[Asus  Eee Pad Transformer Prime] kristovaher:
I think so. It may be entirely possible that their company has 'made a call' to now start saying as if they are shipping in order to not look bad compared to other sellers who are already shipping. But as long as there's no confirmed shipping from B&H, that is just their attempt to keep us from canceling.

At least it is something to ask them about. If anyone finds anything out, please post here :)
[Asus  Eee Pad Transformer Prime] Falhawk:
Not to rub salt on a wound but I followed it up this morning. In short, you were given a line:

Falhawk : I want to check on the status of my order.

Shneur O: Hello Falhawk. My name is Shneur, and I will be glad to assist you. Please give me a few moments to begin working on your inquiry.

Falhawk: great thatnks

Shneur O: I am sorry, the status has not changed since yesterday

Shneur O: we still do not have an actual date other than the end of the month

Falhawk: have you received stock from asus?

Shneur O: no we have not

Falhawk: a friend of mine talked to a customer representative named "Yoel F" who said that you have received and shipped out some orders.

Falhawk: so...who is incorrect

Shneur O: i checked our inventory, we have not received a shipment of this item

Falhawk: the message he received is as follows:

Falhawk: B&H is a very good a large customer of Asus, and we have anytime as much service from Asus.

This item is being SLOWLY released to every store together in small shipments.

We also received and shipped out some orders of this item, and we keep doing that on a first-come-first-serve basis. Other stores do not have enough stock to fill all orders either, let alone extra for new orders.

Falhawk: so was Yoel F lying?

Shneur O: i cant say whether he was or not. I can say that we have not received the item you ordered

Falhawk: Why is there so much confusion surrounding this product?

Falhawk: other retailers have received and are shipping the product

Shneur O: I am not sure

Falhawk: but B&H seems...clueless

Shneur O: sorry

Falhawk: and I realize this isn't your fault of course so I don't mean to make it sound like I'm taking it out on you

Falhawk: just as a customer hoping to get this for my family in time for Christmas this is incredibly frustrating

Falhawk: had I ordered from Amazon, Tiger Direct, or Gamestop, I'd have it by now

Falhawk: yet B&H has no information at all

Shneur O: i understand the frustration and am sorry. I wish I had more information to give you and the 50 other people I will chat with about this same item today.

Falhawk: I'm sure there are many people bugging you about it, and I apologize that I'

Falhawk: that I'm adding to it but the lack of communication is terrible

Shneur O: I agree

Falhawk: what B&H needs to do, and I mean like today, is to email people who preordered and give a status update. Even if that update is "we have no new information"

Shneur O: when we have requested with Asus to give us more information, they tell us by the end of the month....not even giving us a date or tracking number

Falhawk: SOMEONE has to know

Shneur O: if we at lest had a tracking # then we could figure it out on our end

Falhawk: I understand

Falhawk: That's all I wanted to know, thanks for your candor

Shneur O: you're welcome, and again, I am sorry about this

Falhawk: Its ok, again I know it isn't your fault
[Asus  Eee Pad Transformer Prime] kristovaher:
Well, chat lines are open again, but they didn't give me any new information, just apologized and said they don't have anything yet. I asked about the other representative Yoel F claiming that they are already shipping they said that this is just false and he is incorrect. So I guess they are brushing off questions about this order. I contacted another guy and he confirmed that Asus expects to ship in January and not before.

As a result, I have canceled my pre-order with B&H.
[Asus  Eee Pad Transformer Prime] Falhawk:
where will you order from then? Are there any other options of getting it sooner?
[Asus  Eee Pad Transformer Prime] kristovaher:
Well, since I used B&H due to international shipments and I am ordering to Europe, it now is not worth it anymore to keep my order with B&H. If you are in US, it might be better to keep your order. Reasons for canceling for me, as someone from Europe, are:

Even with courier delivery, through Amazon UK I get the order £83 (~$130) cheaper than what my order was with B&H.

It is cheaper by £4 per day of waiting -if- B&H would ship today. After Christmas it would be £6 per day. I can have sushi lunches with that money.

The order in UK is manufactured differently, it is unlikely to be affected by issues related to US orders. Why? Because they sell tablet+dock as the same product (and keyboard is also with a different layout).

I asked Amazon UK who confirmed that they are getting deliveries by 12th of January, possibly even earlier. This is not to say that it won't be delayed, but I find it unlikely. And with £83 cheaper price, I am not too concerned either.

I won't have to deal with customs at all when ordering from UK.

Amazon UK has currently the 32GB Champagne Gold combo for sale, which is what I wanted from B&H. I don't know when Amethyst Gray will appear there.

B&H was just a huge disappointment. It is obvious from US launch as well that Amazon, even when thrown out of 'launch partners' list, managed to secure tablets to earlier pre-orders. I have no doubt they will be able to do the same in UK.

Oh and by the way, B&H is constantly deleting posts from Facebook wall, there was a long (peaceful) thread that is now gone.

:)
[Asus  Eee Pad Transformer Prime] nrollier:
What a disappointment. Just cancelled my order, too. Now even shops in Switzerland have pre-order with an estimated arrival in January. So there is no point anymore to wait for B&H.
[Asus  Eee Pad Transformer Prime] fzaer:
sorry to ask a stupid question, did you call B&H or email their sales to cancel the order?

I don't see any options when I log into their site.

Its really quite frustrating ... they were so eager to charge to my cc, I really thought it would be on the way already by now. I guess I would be cancelling my order as well.

Edited, just cancel my pre-order as well. Disappointed..
[Asus  Eee Pad Transformer Prime] palmbay24:
CES is a few weeks away. If the prime is not in our hands by then it may be worth keeping an eye out for leaks leading up to the show
[Asus  Eee Pad Transformer Prime] xTRICKYxx:
Interesting. I wonder why they decided to hold on to other people's orders instead of shipping them out?

My Prime is still in shipping and will hopefully arrive tomorrow as it is in Massachusetts.

Asus needs to learn from this and really learn how to ship to everyone that pre-orders instead of delaying what seems like half of them. Apple does a pretty good job at shipping to all the early orders then delaying those who just wanted to buy late.
[Asus  Eee Pad Transformer Prime] flyingwolf:
I called and spoke with a senior guy there yesterday.

The reason you got yours xTrckyxx is that they got in a shipment of 32 gig champagne tablets and shipped those out.

They expected the rest of the shipments either late yesterday or today. Then yesterday they were informed that they would in fact be getting then shipments by the 15th of January.

They do not know now when they will get them but they have been assured they will ship by January 15th.
[Asus  Eee Pad Transformer Prime] darkangeldc5:
Just called today and the support said they didn't receive the shipment for Gray yet :( Looks like they is not going to made it.
[Asus  Eee Pad Transformer Prime] avinash60:
It pains to see that retailers like Abt and Office Depot have received the stock for the prime while B&H being one of the original preorder partners have no clue of what is happening. This is just ludicrous.
[Asus  Eee Pad Transformer Prime] Darkeyce:
GPS Issues

If it makes you guys that are waiting for your Primes feel any better my Champagne 32gb has GPS issues. It wont lock on to any satellites.

Is anyone else seeing this behavior?

Asus tech support is ridonkulous and TD support was as another posted a bit "brusk".

If i didn't need them...bang, zoom.
[Asus  Eee Pad Transformer Prime] krepta:
Hey Darkeyce. I just downloaded "gps status and toolbox" free from the market and started that app to test my satellite fix. It took a while to get the first satellite fix, but my 32 gb champagne was able to lock on just fine (6/6 sats).
[Asus  Eee Pad Transformer Prime] blackinjun:
This is normal on a lot of devices
[Asus  Eee Pad Transformer Prime] :
Latest from B&H support...

"We have received information from Asus that we are expecting a shipment next month but we don't know how many will be coming and exactly when. I sincerely apologize for any inconvenience in this delay."

"Our purchasing agent has been doing his best to try and have the manufacturer expedite this process. I understand your frustration in having to wait so long."
[Asus  Eee Pad Transformer Prime] compuw22c:
, great that its gotta go through some bs purchasing agent who has a make work job instead of direct from asus. THAT'S the problem, all the hands its gotta pass through...
[Asus  Eee Pad Transformer Prime] fzaer:
Oh great, who and who? has even gotten stock while B&H who was listed as one of the original pre-order retailers have no idea when they are getting the stock...:mad:
[Asus  Eee Pad Transformer Prime] Mr_Armageddon:
The originally told me my 32GB Grey Prime would ship today, but when I called today to verify, they said they did not receive shipment, and they currently do not have an ETA. A few of the Champagne Primes have already gone out, but no Greys.

I really hounded her for a better answer, as I know they have to have some idea as to when they will be arriving. Was put on hold 3 different times, but she still wouldn't budge. When all was said and done, I didn't get any answers, but I did get upgraded to 2-day shipping. Really disappointed by this product launch. :(
[Asus  Eee Pad Transformer Prime] palmbay24:
The thing I find almost as frustrating as waiting is now we are hearing about people finding primes available online from joe-shmoes online store or "ma n pa's" electronics store in timbuktu.
[Asus  Eee Pad Transformer Prime] Darkeyce:
I had been using that tool on my Phones so I tried it onteh TFP as well... No Joy. But as suggested i let it sit, screen on overnight and I stilhave NO satelittes. I def have to send it back. Not cool.
[Asus  Eee Pad Transformer Prime] kristovaher:
Well, I originally ordered from B&H simply because they were official launch partner and shipped internationally. Yes, they charged me immediately differently from how most sellers do it. I did not think B&H charges me right away to lock me down as a customer, I thought that they do it as a guarantee to customer that they are surely on top of things. There is no reason why you would have to charge the customer during a pre-order otherwise, especially since the company -does not have to dispatch- if the user's payment does not work once the item is in stock.

I ordered from them to secure myself arrival by Christmas. Transport costs were immense ($133). I was unable to place an order elsewhere, since credit card checks would have failed due to B&H charging my credit card. But they failed to deliver. Apparently other launch partners have shipped to their customers a while ago already, many already have the item. What's worse, stores that even were not launch partners, have already shipped the item. Even stores that I have never heard of before.

As of today, B&H has not shipped a single order.

It is obvious that no one in B&H actually worked anywhere near as hard as other sellers did to secure orders for their customers. This is the reason why I canceled with them, even though being among the very first who ordered from them. They had my money for a month and did nothing with it that was beneficial to me getting my order in time. Their customer service was misinformed, there was no integrity to anything they reported about my order other than the fact that they don't have it yet (I am willing to forgive them for the slip of 'we are already shipping' by Yoel F and their FB wall).

I am sure they will ship pre-orders within a month, I have no doubt about that. It is possible that they will ship before orders arrive in Europe too. But paying so much to them simply made no sense to me anymore. Differently from other retailers, they also did not offer anything for such a delay. Not a gift card, no shipment refunds, no nothing. Noting to satisfy a loyal customer that had stayed with them for a month, believing their customer support who said 'soon' for three weeks in a row while other sellers secured shipments for their orders.

I've been involved with three major product launches in two years, last one with Galaxy Nexus, and this is the first time a company disappointed me with their service enough for me to cancel. I won't ever return to B&H with any of my orders.

I hope that rest of you, who ordered from B&H, will get your orders soon! :)
[Asus  Eee Pad Transformer Prime] madefl:
On B&H's Facebook page we were informed that they got a shipment today and will send them out today.

So hopefully most of us will get one?! I dont really know where I am in the Line. I ordered on Nov 27. Have no idea when they started taking preorders!?
[Asus  Eee Pad Transformer Prime] newtybar:
If the grey was never shipped in and only the champagne, how did this guy get his from Tiger Direct?

http://xdaforums.com/showthread.php?t=1404150

Like I said, can't trust CSR worth a stones throw, they know less than we do here on XDA (like someone said, only ASUS knows). All they are doing is repeating the company line, which may or may not be true. Only thing they are good for is to upgrade shipping or provide consolidation gift certificates.
[Asus  Eee Pad Transformer Prime] Charles_A:
LOL i clicked the link wondering who it was .. low and behold it was me xD

But sorry to break it to you i got the champagne one not the grey.
[Asus  Eee Pad Transformer Prime] newtybar:
You stated this, so I got confused: "I ordered mine from tigerdirect and got the 32gb purple ( that looks grey if you ask me) version"
[Asus  Eee Pad Transformer Prime] Charles_A:
Yeah i replied to you in my thread. For some reason i was thinking the champagne color's full color name was champagne purple or some such. That was my bad. Plan to fix that in a bit.

Either way the names are still confusing though. Nothing should be called grey when it looks that purple. lol xD
[Asus  Eee Pad Transformer Prime] Falhawk:
Just got done talking to customer service. My model (grey 32 gb) wasn't in today's shipment. They did say that they would be getting this model in on Monday but couldn't guarantee that I would get it depending on where I'm at in line. I ordered 11/29
[Asus  Eee Pad Transformer Prime] new2q9c:
I got this email today!

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Hello , my name is David L.

Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio.

Please be advised that your backorder is expected to arrive at our warehouse by the end of next week. As soon as we receive it from our vendor we will promptly ship it to you. Once shipped we will notify you via e-mail. I'm sorry for any delay and for any inconvenience.

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We apologize for any inconvenience this has caused you.

Please let us know if there is anything else we can assist you with.

David L

B&H Photo Video and Pro Audio

The Professional's Source.

E-Mail Customer Service Department :mad:
[Asus  Eee Pad Transformer Prime] madefl:
Well that's just great :-(

I ordered grey 32gb as well.