I was looking so forward to getting this so cheap thinking to myself that ill be protected by the pre order promise and they cancel the order without my permission i should be paying the 20 33 not the 29
Amazon's service has been extremely poor in this instance. The game was riding high in the pre-order chart for many days at the price of £20.33 and I don't believe that a company as sales-focussed as Amazon didn't spot this very early on. By falling back on the small print in order to break the sales, Amazon have acted like a small-time outfit rather than the giant company that they are. It leaves a bad taste in the mouth and my money for the game will be directed elsewhere.
It's crappy for sure, but I don't intend to cut my nose off to spite my face. I probably spend a grand per year or more on Amazon, and a few times have had to rely on their customer service... which frequently wins awards and has never once let me down. Switching all your pre-orders to Zavvi, Play or HMV is a big risk as they have notoriously poor customer service. Of course, making a stand on this one purchase by buying it elsewhere is another thing entirely... but no way am I dropping Amazon full stop, and anyone who does is in for a world of hurt down the line. I've dealt with Zavvi, Play and HMV's CS and, especially after using Amazon, they're a total nightmare to deal with. I also don't think these Jersey based outfits conform to the British sale of goods act, so buying anything electrical and expensive off these Jersey based companies is just plain asking for trouble.
If you buy mainly DVD's and Blu-ray, blahdvd is a good company and have great CS. Dunno if they do games though. I think they're also Jersey based, but they have a high standard of CS and prices that often match Amazon.
I order, and always will, most of my stuff off Amazon as they are trusted, but on this particular item I will order from elsewhere. That being said, I won't be preordering for a while just to see how prices fare so Amazon have a chance to win me over. Though, it must be said, if I see the magical £20.33 price I won't be biting. Customer service is amazing though - I got sent out a replacement item before I even had the chance to send back my original item. Not bad, Amazon, not bad.
I'm sorry that you feel aggrieved with our decision not to accept your order for the "Metal Gear Solid HD - Collection (PS3)".
Please be informed that from 24th December 2011 to 3rd January 2012, the item "Metal Gear Solid HD - Collection" (ASIN B0058H1YOG) was available for pre-order onsite for the incorrect price of £20.33.
Due to the reasons outlined in our previous correspondence, we will be unable to take any further action in relation to this issue.
We do genuinely regret having made this mistake and apologise again for the inconvenience you have experienced.
I will pass your message on to the appropriate department who will be review your feedback. Customer feedback such as yours helps us to continue improving the selection and service we provide. We appreciate the time you've taken to write to us.
I sent a complaint through the Amazon site, I do not hear from them by Monday I will send a third complaint. The whole Idea of a pre-order is that you get the cheapest price the seller offers it at before release... £20.33 was a very good deal... but hardly a steal. Now I know I am meant to have the game for £20.33 paying anymore for the title seems unjust.
You could've had it for £20.33 had Amazon told you about this "mistake" before the ASDA price ended, however as they've left it until a few days after that price has expired this isn't possible. Luckily for us we can pay £29, but for all we know it could be a mistake again so we'd be better off always choosing the alternative retailer in the future.
Amazon have been shocking on this issue. I could have got it from Asda easily but chose Amazon as I thought it had better customer service! obviously not and I will now be switching to other retailers. I talked on chat and the guy said it was due to "supply problems", i.e. they got too many orders, looks like they are using a phony "misprice" excuse. I told them about Asda and they just ignored it. Then phoned them and complained. Still no understanding, kept saying mistakenly cancelled, well then fix the mistake!, same old line, we can order it for you at £28. I said no you can order it at £20. Then complained by email, got a response straightaway, same old rubbish stock email. So I have complained 3 times and Amazon have made me angry. No more orders for them I'm afraid. They just don't care....
PS. What grates even more, on various forums, "loyal" customers have had £8 gift vouchers credited to them, or had the £20 order accepted. This is just discrimination against customers, if you're going to do it for one customer, do it for all! horrendous
So they are reimbursing certain customers and not others? I guess my money isn't good enough for them to enable me to be one of these blessed few... therefore I'll jump to the conclusion that they want me to spend this elsewhere.
shame really because i buy alot of games a year and was going to preorder twisted metal, ssx and catherine this week but because amazon have become unreliable im going to be ordering them else where so for that 8 pound you lost custom on else where plus the fact i got some mates to order metal gear solid hd collection because i believed it was a good price doubt they will order off amazon again it was a bad first impression
I have just spoken to someone in the online chat and had to order the game again but they adjusted the price to £20.33 whilst in the chat, so I wish everyone else the best in getting their price honoured also.
Lol, this is stupid. It seems like Amazon is honouring the order if you get lucky and talk to the right person in customer service. It's so random. Keep trying, still hasn't got my order honoured though. And lol at the custom generated answers you'll get when you're mailing Amazon.
If you fail once try, try again! I got it at £20.33 too. Be sure to have your original order number and ask for a refund for £20.33 price along the lines of 1) One person here claiming 'loyal' customers were getting refunded while others weren't, 2) That people on this page have been getting refunded.
Ive emailed them today (waiting for a response). Fuming about this mess. Why should we (Amazon customers) have to pay for their mistake. Most of us was going to order from Asda but ordered here because we felt we could trust Amazon and now will pay on average an extra £8 each. Amazon mucks up but we literally pay for it
This is pathetic. So I've complained 3 times, no luck while random customers are getting it for £20. Firstly good on those who got the price changed. Keep trying, but I'm finished with Amazon, I've wasted an hour of my life on this rubbish company.
Amazon has no policy at all in regards to how each customer is treated on this issue. This is part of the 2nd reply I received from them.....
Thanks for contacting Amazon.co.uk this afternoon. I'm sorry that you feel aggrieved with our decision not to accept your order for the "Metal Gear Solid HD Collection". We do genuinely regret having made this mistake. I understand the inconvenience this situation has caused and on this occasion, I would like to give you a GBP 3.86 ( the difference in cost with Zavvi pricing) promotional gift certificate as a goodwill gesture, for use towards your next Amazon.co.uk order. This is an exception and is not available to everyone.
I haven't taken up this offer because my order was for £20.33 and I will continue to fight for that price. Also I am very annoyed that some people won't even get that much of a reduction and I hate the way Amazon tries to fob people off by trying to pretend they are doing us a favour when a so-called goodwill gesture is made.
I have shopped with Amazon for almost a decade and I regularly buy items throughout the year but now I know that Amazon's price guarantee is worthless and that my custom isn't valued I don't see any point in shopping here in future. I presently have a PS Vita on order but unless Amazon aplogise in full and reinstate my Metal Gear Solid HD Collection at £20.33 that order will be cancelled. Amazon must be stupid if they think that they have saved money by screwing over so many valuable customers.
Use the 'chat' option. It worked first time for me, whereas the email seems to have a selection of responses with which to tell you to bugger off. Try it and let me know how it goes. Just quote your order number, explain that your pre-order was cancelled and ask if you can order the item again (at £28ish) and then have the price adjusted to the £20.33 price. I went along those lines and got an immediate response that said she would adjust the price for me.
I went through live chat and was the rep said I had cancelled the order which I had not, I said I could have order through ASDA at the same time for the same price but chose amazon because of their better service and was told no without apology. Emailed to no avail too. Not very happy with amazon here.
I tried live chatting, no result with this. The lady rep told me no customers of theirs have had gotten the price reduced and that she would further this issue (yeah right...). Got custom made responses here too. It seems like this has to do with luck, and who you talk to. Good luck to everybody else that are still trying.
SC and Hoang, have you listed your original order number? Just to make sure. I wish I had a copy of the transcript of my chat. Just try again, again and again - it will work eventually. I got lucky on my first go, just post a link to this discussion page and say that some of us have got the discount.