Anyone else having similar experiences?
A few days ago, I decided to take the plunge and order the new nVidia Shield Android TV since they were offering a deal if you ordered it with the remote. I was reluctant at first because the only way to get it right now is direct from nVidia; at least in Canada. I don't know of any Canadian retailers that have it yet. Best Buy US apparently has it but not Best Buy Canada and the US chain won't ship to a Canadian address.
Nonetheless, I placed the order on Aug 10 and waited for confirmation of order. They wasted no time deducting the nearly $400 Canadian from my PayPal account and, according to the website, I'd receive shipping notice within 24-48 hours.
Twenty-four hours rolled by and no shipping notice. That's a little disappointing but still within the promised time frame. I was a little nervous though because when I placed the order I neglected to enter a password to associate with the order number that I could use to check order status online. I contacted their support email explaining the situation and received a prompt reply that I would be sent a password to use. Said password never arrived but I was still patient; if I received my shipping notice and tracking number the point would be moot.
Forty-eight hours and still no shipping notice. Well, I thought, I placed the order on a Monday, might be some delays due to that. I'll wait.
Seventy-two hours have now passed since the order was placed and still nothing. I decided to call the support number and find out what's happening. I spoke to a polite young lady of South East Asian descent, judging from her accent, and explained the situation. She agreed with me that there's something wrong and that I shouldn't have had to wait 72 hours. She'd file an escalation and I'd receive an email with the incident number. I know, I should have demanded that incident number over the phone but I'm a foolish, trusting soul.
A half hour passes and there's no email with incident number. I figured than since I got a reply fairly quickly last time with my email request (forgetting that the reply didn't help) I emailed the support address again. I explained my conundrum, struggling to remain polite but doing so anyway. More flies with honey and all that.
I received an email right away, but it was even further from helpful than the last. This email succinctly informed be that as requested, my order had been cancelled. No reason given for the cancellation, just the fact of it. I received another email shortly, this one apparently a reply to my email, it explained that they attempted to resolve the problem with my order but couldn't do so because the order had been cancelled, sorry.
A FLiR image of my head would have probably been bright yellow with tendrils of steam escaping it. I picked up the phone again, grateful only that it was a toll free number. I again was connected to someone quite obviously not in North America who tried to explain in broken English that she couldn't help me with my order because it had been cancelled. I asked to be put through to a supervisor, preferably one with more than a base ESL grasp of the English language. I have only the gentleman's word that he was a supervisor and if his accent was any clearer than the lady's I couldn't tell.
This fellow was able to inform me that the order was cancelled because I gave a PO Box as my shipping address. In retrospect, I should have expected this and I share some of the blame. However, it would have been nice if the online store would have warned that orders to PO Boxes would not be accepted. I asked why it took 72 hours to figure out that my shipping address was unacceptable when it was very clearly to a PO Box, what with having the words "PO BOX" in capital letters in it and all. Now I receive the passing of the buck, nVidia took my order (and my money) and passed on the order to their fulfillment partner, Digital River, any delay is theirs. Apparently, this company is incapable of contacting a customer and requesting a different address, they don't even have the ability to explain why the order is cancelled. The fellow on the phone tried to claim that I had been given the reason the order was cancelled, I told him I was only told the reason after I phoned them. Had it been up to Digital River I would never have known why the order was cancelled.
At this time, the "supervisor" offered to take a new order with an acceptable address. I said fine, use what you've already charged me. Oh, but they can't do that, you see. The refund has already been processed, I'll have to wait 5 to 7 days to receive my refund. Funny, how they can debit your account almost instantaneously when you're making a purchase, but refunds take up to a week. I can see that was the case in the old days when people used cheques; you had to wait for the cheque to clear before you could send the money back. But I knew they had my money right away, they dutifully sent me confirmation of that fact when I placed the purchase. Paypal was little help in that respect either, not that I can blame them. They let me file a claim for resolution but it would take up to 30 days to process.
So here I am, nearly $400 short and no product to show for it. I could try placing an order with nVidia again but I'm understandably gun-shy when it comes to trusting them again. The only other retailers available are the aforementioned Best Buy US and Amazon.com. Amazon at least will ship to Canada, but not to PO Boxes; they warned me before I even considered placing the order.
However, I guess I'll have to wait five to seven to maybe even thirty days before I can place that order. Who knows, maybe the Shield will be actually carried in Canada by then.
- College Of New CaledoniaMedical Laboratory Technology Sciences, 2011 - 2013
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