B&H (bhphotovideo.com) Pre-orders (expected in January)
B&H is the only Asus-confirmed seller who ships internationally and is one of Asus launch partners in US for Transformer Prime. A lot of international users ordered from B&H I believe, me included.
From what I know, the pre-orders for Transformer Prime opened on 24th, I did not see B&H mentioned prior to that date in this forum, transformerforums.com or in XDA.
B&H were one of the first to close their pre-orders. Their customer support stated that this is due to their expected stock being all reserved now. Their customer support told me that they should be able to cover all pre-orders (which they said are all listed as backorders) placed in November with expected delivery by Christmas, but most recent information from B&H website states that they expect the tablet in January. This is different from what they stated throughout last few weeks.
So, who ordered from B&H and when did you place your order? What's the latest you've heard about your order or B&H in relation to Transformer Prime?
Let's post customer support information and whatnot about B&H here.
As of a few days ago this was the email I got from B&H:
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 the month. 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.
B&H is not doing anything to make sure any of B&H orders get shipped any time soon. They haven't got any new information other than delaying the release to January. Here's my todays talk with them, today, on official launch date.
Quote:
Chris: Good morning! I have a question. Today is the official launch date of Transformer Prime, I've placed my order on 24th of November (order number #XXXXXXXXXX). Amazon are already shipping some pre-orders, other Asus launch partners like Target Direct are shipping tomorrow, where does my order stand with B&H?
You have been connected to Greg K. Greg K: Hello Chris. My name is Greg, and I will be glad to assist you. Please give me a few moments to begin working on your inquiry. Greg K: We are expecting them to come into stock this week, they are not yet available, I apologize. Chris: That's the same thing I heard last week, for last week. Isn't B&H official launch partners for Asus for this product? Asus certainly stated that B&H is. Others are already shipping, already know when they'll get a second shipment, even confirming actual numbers and giving detailed information to their customers, why is B&H out of the loop? Haven't you gotten any new information in a week? Greg K: We try to fill all orders as quickly as possible. We are still waiting to receive the shipment from Asus. Please allow some more time. They should be coming in this week. Chris: And how come you are saying you expect them in stock this week, when you changed your website today to state January. Greg K: O wow, I hope there is not a further delay, One moment please Chris: Well, exactly. I know it's tough for you to be out of loop, but I feel like B&H isn't on top of things here. Truth is that I'm paying way too much for B&H international shipping to wait this long, I expected your company to do more than just wait, especially since B&H charged me last month, when other companies, including Amazon who is shipping now, don't charge you before shipment for obvious reasons. Greg K: We still expect to receive shipments by the end of the month. I apologize for the delay. Chris: Are you copy-pasting that statement? Where did the 'this week' go? Chris: Are you saying that it might be better for me to cancel and just wait until it is released in Europe because B&H is unable to secure pre-orders placed last month? Greg K: Hopefully, your order will be filled in one week, but I am unable to provide a guarantee, I apologize. Greg K: We are waiting for the shipments, just like you, Chris: But you're not giving me any new information here. That's the same thing I've heard for three weeks now. Other sellers are making sure they secure their stock, I mean, Amazon is shipping and they aren't even launch partners for Asus. Chris: Well, others are not waiting. Greg K: That is because we do not have new information Chris: And other launch partners do? Why are they better? Greg K: I am sorry but I cannot help you further, If I would have more information,I would love to provide it. Greg K: Is there anything else I can help you with today? Chris: Well, please find out more information. I will be canceling my order if you're giving me the same copy-pasted statements day after tomorrow. I am not paying $133 for international courier for an order that you have already charged me for without actually delivering. Greg K: Ok, I do understand. I am sorry for the delay. Hopefully, we will have more information by the end of the week. Chris: It is unbelieveable how disappointed I am with B&H right now. Every other launch partner is doing better than B&H is. Chris: Good day. Greg K: Have a great day
Well, there you have it, they don't have any stock nor any new information for a third week in a row. At least others can confirm stock numbers or are already confirmed to ship this week. B&H simply waits and hopes. They are no better than ordering the tablet from another person who waits here, like us
Thanks for sharing this info. I ordered on 11/27 (two 32GB Champagne and 1 dock). I have not gotten any status info. They have not charged my credit card. (I am in US).
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:
Quote:
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.
The representative was 'Yoel F'.
The Following User Says Thank You to kristovaher For This Useful Post:
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!
Finally got shipping info from my B&H order. I think they could have given out a little better info to the masses, but I am very happy that I ordered with free shipping and they are sending to UPS 2 day to arrive the 23rd. I ordered 2 32GB Champagne and 1 Keyboard/Dock. They are only shipping 1 of the Primes at this time, but I am OK with that.
Finally got shipping info from my B&H order. I think they could have given out a little better info to the masses, but I am very happy that I ordered with free shipping and they are sending to UPS 2 day to arrive the 23rd. I ordered 2 32GB Champagne and 1 Keyboard/Dock. They are only shipping 1 of the Primes at this time, but I am OK with that.
Glad to hear you got your shipping info. Do you know what date your order was placed?
I'm still getting emails from their CSRs saying mid-January. On the phone I was told there's 100 orders ahead of mine. Placed on 11/25.
A post in transformerforums.com purportedly quotes Gary Keys from Asus marketing, "We have stated since the press launch that the units would start shipping the week of December 19th in North America." The 19th was Monday; Wednesday we received our first shipment and shipped them all. They were all 32GB champagne units. For every order we could, we bumped the shipping to UPS 2-day at our expense to get them to customers before Christmas.
We've been promised a 2nd delivery next week. I am not 100% certain which day. I believe we will get both grey and champagne 32GB units. I am not at all certain whether or not there will be any 64GB units. I'd like to be able to report all this with more confidence, but I am unwilling to do so.
A post in transformerforums.com purportedly quotes Gary Keys from Asus marketing, "We have stated since the press launch that the units would start shipping the week of December 19th in North America." The 19th was Monday; Wednesday we received our first shipment and shipped them all. They were all 32GB champagne units. For every order we could, we bumped the shipping to UPS 2-day at our expense to get them to customers before Christmas.
We've been promised a 2nd delivery next week. I am not 100% certain which day. I believe we will get both grey and champagne 32GB units. I am not at all certain whether or not there will be any 64GB units. I'd like to be able to report all this with more confidence, but I am unwilling to do so.
Henry Posner B&H Photo-Video
Henry,
No offense but your company is doing a piss-poor job at communicating with its customers about orders and shipping status of this unit. Below is an email I received this morning:
Hello ****, my name is Alvin L:
I apologize for the inconvenience. It looks like we will not be able to receive the item before the middle of January, at the very earliest. Our purchasing department has looked into this, and I apologize for the delay.
Please let us know if there is anything else we can assist you with.
Thank you, we appreciate your business.
Alvin L
B&H Photo Video and Pro Audio
The Professional's Source.
E-Mail Customer Service Department http://www.bhphotovideo.com
No offense but your company is doing a piss-poor job at communicating with its customers about orders and shipping status of this unit. Below is an email I received this morning:
I am sorry we disappointed you and sorry I have to disagree with you. I don't know whether you ordered champagne or grey; don't know if you ordered the 32GB or 64GB, and certainly don't know where you are in the queue. I presume your query, which Alvin answered, included this information or your B&H order number so Alvin could check.
Presuming so, it's quite possible mid-January is all the information he has or we have right this minute.
On Tues, Dec 20th we expected a shipment. On Wed, Dec 21st we got a shipment. It had about half the expected quantity. We expected 32GB in both colors but only received champagne.
Based on that experience I know we're expecting another delivery next week. I hope it will be Tue. but I cannot be certain. We hope to receive 32GB units in both colors, but we won't know for sure until the shipment is unloaded. Likewise the 64GB units.
So, how much more accurate can we be? Not any, unfortunately.
I spoke with B&H yesterday, they indicated that my order (32gb Champagne 11/27) would be fulfilled next week. He apparently had tracking information for A shipment B&H would be receiving next week, most likely Tuesday. I expect to get mine first week of January. We shall see.
I am sorry we disappointed you and sorry I have to disagree with you. I don't know whether you ordered champagne or grey; don't know if you ordered the 32GB or 64GB, and certainly don't know where you are in the queue. I presume your query, which Alvin answered, included this information or your B&H order number so Alvin could check.
Presuming so, it's quite possible mid-January is all the information he has or we have right this minute.
On Tues, Dec 20th we expected a shipment. On Wed, Dec 21st we got a shipment. It had about half the expected quantity. We expected 32GB in both colors but only received champagne.
Based on that experience I know we're expecting another delivery next week. I hope it will be Tue. but I cannot be certain. We hope to receive 32GB units in both colors, but we won't know for sure until the shipment is unloaded. Likewise the 64GB units.
So, how much more accurate can we be? Not any, unfortunately.
Thanks for the reply. The information I received from Alvin came in after I had just wrapped up a phone call with one your CSR's (didn't get a name), who said something similar to your statement above. He said there were 100 orders in front of mine - order placed on 11/27, 32gb gray. He was supposed to email me as a follow up with more accurate information about how many gray units you're getting next week but never did.
Seems like the only time I was able to get semi-relevant information was over the phone. Otherwise, I have a collection of close to a dozen emails from your CSR's saying my order is delayed indefinitely to mid-January or later.
Glad you took the initiative to reach out to customers directly.
I ordered the 64GB and Dock in Grey on Nov 28th. I received the dock on Dec 3rd. The last thing I heard about the 64Gb Unit was a delivery in Mid January. If I don't have it by the 15th, I'll return the Dock, and they better not try to charge me a restocking fee.
1- they charged me well ahead of shipping the product to me, so that $$ is tied up.
2- they continue to change the push back the ship date everytime I speak to someone.
3- they fail to communicate any of this info to me via email/phonecall or any other route. I am always chasing down the information.
4- I doubt they are doing anything to avoid their customers from having a "sour taste" regarding this whole fiasco.
I totally understand that the shipping and distribution of the product is dependent on the Vendor, but at least take the initiative to let the customer know. I feel as if I am bothering the CSR's every week when I call.
How can I not be upset ? ...They have my money, and I have no product.
That's odd, they didn't charge me till they shipped.
B&H does not charge until shipping for US customers who paid by credit card. For payment via Google, PayPal, BML, and for ALL non-US customers no matter what payment method is used, we charge when the order's submitted.
So I ordered this (64GB Grey) on Nov 28th with the understanding it would be shipped on Dec 19th.
-On Dec 19th, i was told it would be shipped in late December.
-In late December I was told it would be shipped in the first week of January.
-In the first week of January, I was told it would be shipped by the end of the 2nd week of Jan.
-By Mid January, I was told that I should get it the following week.
-Here I am today...No Tablet, No news, Lots of frustration.
I really needed this for school. After all the false promises and dashed hopes, I have lost faith in B & H. A little honesty from the get-go would have been appreciated. I would have to wait the same amount of time, but at least I would have known that it would be well over a month. I'm in the market for a Canon 60D and a few telephoto lenses with some other accessories. One thing that i can certainly be sure of is that I WILL NOT be making this purchase from B&H. They had numerous attempts to come clean and they failed to do so.
So I ordered this (64GB Grey) on Nov 28th with the understanding it would be shipped on Dec 19th.
We regret your dissatisfaction and apologize for this inconvenience. The information we have on product availability comes to us from Asus. We tell you the best data we have at the time you inquire. Unfortunately this is a moving target and information from Asus tends to be inconsistent and disappointingly less than perfectly reliable.
B&H (bhphotovideo.com) Pre-orders (expected in January)
