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The Mobile Gadgeteer

Matthew Miller & Joel Evans

onSale and B&N cancel HP TouchPad orders in continuing saga of a dead tablet

By | August 24, 2011, 1:37pm PDT

Summary: Retailers jumped into the TouchPad selling frenzy this past weekend, but it turns out a couple sold more than they had in stock so orders are being canceled and people are quite vocal about it on Twitter.

I’m sure you all know about the HP TouchPad fire sale from last weekend where the 16GB model was dropped to $99 and the 32GB to $149 and many of you probably took advantage of this fantastic offer. However, there were many others who ordered through onSale (an Amazon reseller) or Barnes & Noble who are now getting contacted that your order was canceled. It seems that these retailers ran out of inventory and the sales were apparently too rapid for their system to keep updated on stock conditions, which seems strange in today’s world.

onSale has a Facebook page up addressing the issue with the following statement:

When the price decrease was announced this weekend, our websites and the websites of many major retailers were overwhelmed with customers placing orders for the HP Touchpad. In fact,the sudden influx of orders was well in excess of the amount of product available. We are now in the process of filling valid orders using all available inventory on a first-come, first-served basis. We will be cancelling all orders that we cannot promptly fill and sending cancellation notices. Thank you for your understanding and your patience as we deal with this unprecedented event.- OnSale

PCMag.com also posted about the reports from Barnes & Noble purchasers. I understand there were lines at Best Buy stores across the country to buy the TouchPad this weekend so online retailers were the place to go for many people. HP may still have some in their inventory that is getting put into stock so you may be able to find one in the next few days if your order was canceled by one of these retailers.

The funny thing is I purchase a 16GB model from Craigslist for $325 when they were selling for $499 so thought I was getting a great deal. HP then dropped the price $100 and then dropped the bombshell that they were stopping TouchPad production and I was left holding a $325 TouchPad that wasn’t quite the deal just two weeks earlier. I am keeping it though and letting my daughters enjoy a tablet experience.

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Matthew Miller is an avid mobile device enthusiast who works during the day as a professional naval architect in Seattle.

Disclosure

Matthew Miller

Matthew is a professional naval architect by day and a mobile gadget freak at all other times. He purchases most of his devices and then sells them on eBay or Craigslist to buy more. Many other devices are sent for review on a 30-day loaner basis and then returned to the carrier or manufacturer. If any are provided as “keeper” or “long term loaner units” this will be clearly disclosed in his reviews.

Biography

Matthew Miller

Matthew Miller is an avid mobile device enthusiast who works during the day as a professional naval architect in Seattle. He is one of three hosts on the MobileTechRoundup podcast and runs the Nokia Experts website. Matthew started using mobile devices in 1997 with a US Robotics Pilot 1000 and has owned over 90 different devices running Palm, Linux, Symbian, Newton, BlackBerry, Mac OS X (iPhone), Google Android, and Windows Mobile operating systems. His current collection includes a Nokia N85, Nokia E71, Nokia 5800, Nokia N810, Apple iPhone, HTC Advantage, T-Mobile G1, Palm Treo Pro, HTC Fuze, MSI Wind, MacBook Pro, and many more, along with tons of accessories and classic devices like the Apple Newton MessagePad 2100 and Sony CLIE UX50. Matthew co-authored Master Visually Windows Mobile 2003, was a member of the Nokia Nseries Blogger relations program, and is a member of the invite-only Microsoft Mobius mobile device evangelist group. He can be found on various discussion forums under the user name of "palmsolo".

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They cancelled my order
goingbust Updated - 24th Aug
I wouldn't say I am angry. I thought it would be a nice extra browser for $99 but I didn't have my heart set on it. It is interesting that a retailer like B&N hasn't mastered the concept of having a stock quantity attached to an item in their database and not overselling it, though. Most of the other retailers that I deal with (Amazon, NewEgg) have this problem solved quite well. Indeed, it's been a mostly solved problem for as long as online systems have been around. Why B&N is having trouble with it makes me wonder about their IT staff over there.
@goingbust

I've never seen this problem reported with any other product at BN.com.

Have you considered the possibility that HP actually promised them additional inventory then re-nigged?

That's the most logical explanation for why it impacted multiple retailers.
@Popnfresh100@... One of my coworkers used to work for B&N. She said their inventory system is horrible and was almost never accurate during her tenure there. So, no, I don't HP "re-nigged" on anything. I think their infrastructure couldn't properly handle the flood of orders and they had to resort to some half-baked method of matching orders to inventory. I bet they had teams of people processing orders individually until their stock completed. At least that would explain why someone ordering a tablet an hour after the sale started got a cancellation and someone who ordered one two days later is receiving one.
@Popnfresh100@...
I doubt any retailer would sell things directly with a customer based on promises from the supplier. If its in their inventory, they sell it. I think its more of a insight into B&N's systems. You would expect your system to say inventory=### and when your ### reaches zero your system won't take anymore orders. Perhaps their software is just bad.
@Popnfresh100@... "re-nigged"? Do you mean "reneged"?
@Popnfresh100@... "Reneged".
The problem with onSale was the lack of communication. You couldn't even get through on the phone! The message on their Facebook page was BS.
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Insight cancelling as well
jasperpants 24th Aug
I ordered from Insight.com at 9pm on the 22nd. Just received my cancellation email.

Funny as their system was showing over 4000 in stock at the time.

Seems like these new fangled PC stock systems ain't all they are cracked up to be.
Last night I walked into my neighborhood Best Buy and one of the sales reps said they received a bunch of HP Touchpads. There was a line forming at the front counter. Lo and behold, my son and I both got our hands on one each. The 16GB had sold out, but for a measly $50 more I got the 32GB. I have an iPad but I figured that for that price, you can't beat it.

The point is if I could walk into a Best Buy Tuesday evening and more stock is coming in, there will be more available in the coming week. I don't believe they are all sold out.
I'm one of those affected buyers. Hopefully Amazon will ban onSale from selling on their site!

Amazon requires a seller to enter a quantity that are "in-stock", and Amazon would have stopped selling them once the quota was reached.... so the statement above from onSale is bogus!
Better add Insight.com to this list. They oversold by about 18k units.
The problem was and still is the people that do mass orders (5+ TouchPads per purchase), it's disgusting. All retailers should have put a limit of one per person, instead of letting people order 10+ units at a time (Yes, some scumbags did do that).
@LP212
Let's see, I took a day of vacation yesterday and went from Best Buy to Best Buy. I got
1 - 16GB for 10 yr old niece for Christmas
1 - 16GB for 8 yr old niece for Christmas
1 - 16GB for 6 yr old newphew for Christmas
1 - 16GB for 79 yr old month for Birthday
1 - 32GB for self

Let's see, 5 HP Touchpads and that makes me a "scumbag" exactly how???
@bgneum Not a scumbag, but maybe ridiculous. A 6, 8, and 10 year old "needs" a "business" tablet? Gimme a break. If they were iPads at that price, then maybe. My kids had PSPs and stuff, but not a business device.

I think that they should have limited everyone to the purchase of 1 of each device. Give it a week, if not sooner, and you'll probably see the 16 GB being resold for 149.00 and the 32 for 200.00 on various auction and craig's sites.
@bgneum
I believe the "scumbag" reference above is expressing anger at the overabundance of such items now on Craigslist and eBay marked up from the $99 price they paid.

However...capitalism works that way...$99 was less than it was worth (maybe), so these enterprising folks are seeing what the market will actually bear.
@readydave1
Who gets to decide what is appropriate and not appropriate for kids? Certainly not you about someone else's kids. And come on now, business tablet. Lets be real. Most people will surf the net and be on Facebook and play angry birds with their tablets. Lets not try and pretend we're all buying tablets especially the touchpad which will become extinct to do business.

I could have bought 10 instead of just 1. I didn't need to so that was that. I thought about buying 10 and selling them on ebay but to me the profit is not significant enough for me to go through all that so I didn't.

What you are angry about is not the fact that bgneum bought several. You are angry that you didn't get something for very little money. A product that you probably didn't intend to get in the first place. Which means that you are every bit as greedy as someone who bought 10 units.

Why the heck should HP limit the orders. Their goal was to get rid of everything in a fire sale. They don't care if one million people buy one or one person buys one million of them.
@bgneum

A 10, 8, and 6 year old need touchpads? Ridiculous.

/facepalm.
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Barnes and Noble
Cochinito 24th Aug
Not to mention that they couldn't keep track of inventory in 2011, B&N didn't even use a fair method of cancelling orders. For example, I placed my order less than 1 hour after they went on sale, and I got a cancellation notice. And inexplicably, others that placed an order for a Touchpad several hours later will receive one. Very poor customer service on the part of Barnes and Noble. This is the kind of thing that makes customers think twice about ordering from them the next time.
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Same Here
dazzlingd 24th Aug
@Cochinito
B&N sent me a cancellation 18 hours after I ordered but didn't update the actual order to cancelled for another 12 hours.

Now I don't feel so bad about rooting our two Nook Colors and installing Kindle...
The real issue with OnSale is they were not just filling them first come, first served. They were hand selecting individuals based on other factors. I ordered mine a full 16 minutes before my friend using standard shipping. He on the other hand shipped his two-day and guess what. Mine is cancelled and his is being delivered.

OnSale isn't telling the truth in their story. They also "restocked" multiple times on Amazon probably because they saw $$$ signs in their eyes but now they can't fill them so they are saying "woah is me".
You know, I can even overlook the fact that onSale oversold by SO many. We were all wrapped up in the moment, so I guess I can understand wanting to sell out for sure.

My issue is the seemingly arbitrary way they are filling the orders. I have my email confirmation of my order from Aug 21 at 5:01 pm, which I heard nothing about until today at 1:30 pm that it was canceled. (And somehow my funds have yet to be returned to my account)

I've been keeping up with the slickdeals.com forums and there are tons of people posting that they have tracking numbers from orders they placed at 5:30 pm onward.
I'm annoyed at B&N plus HP's online site: I was able to enter in an order at HP's Small and Business site Sunday night but it kept crashing on checkout, regardless of what I did or how many times I tried. I thought to try B&N, which just dropped price to $101.95, and that order apparently went through OK. But 18 hours later, Monday afternoon, I got a "Whoops" email from B&N.

I then went back to the HP site to only see what they had to say about inventory and was surprised to see my order still there, and only awaiting checkout. I was doubtful but it looked like it went though. I was still doubtful when I got an email two days later confirming the order and with a ship date. My doubtfulness was confirmed several hours after that when I got another email from HP saying my order was cancelled because they actually didn't have any.

Seriously....
I got my Amazon / onsale cancellation today. Shady way to do business. I ordered it around 10am on Sunday, and it took them 4 days to figure out they couldnt cover that order. Sad thing is their affiliate site Macmall was taking orders through midnight monday morning, and most of those people appear to be getting theirs. What a crock. I know i wont be doing any business with onsale, macmall or any other of their affiliates ever again. Horrible way to run a business
I grabbed one from best buy. Then I snagged a xo skin screen protector for it here http://xoskins.com/laptops-tablet-reader-protectors/hp-skin-protectors/hp-touchpad-screen-protector the protector got here yesterday, hope the tablet is here today.. only 1 more hour of work left..
Gutted to read email of cancellation today from onSale. I waited for 3 days to get notified. That is not a good piece of business from Amazon, at least they should come up with better solution for the issue than a BS statement.
I saw the Amazon/Onsale post on SD Sun nite and figured I'd try. I was surprised when everything went smoothly with no delays, like the site wasn't busy. I checked out and thought I had lucked out. I was uneasy when the "expected shipping date" of 8/22 or 8/23 came and went. Then this afternoon came the cancellation email from Aamazon. Pretty poor business practice in this digital age! Goodbye, Onsale.
What I want to know is how OnSale fulfilled orders. I ordered one at 2pm EST Sunday. Cancelled Wednesday. My friend ordered the same product with the same shipping, paying the same price, and his has a tracking number to be received. OnSale just comes off as a clueless organization.

And holding the funds for now 85 hours? Bush league. Everyone makes mistakes, what they have done since Sunday is the problem.
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My experience with OnSale is the worst experience I've ever had with a retailer. I have never had an issue with Amazon but this company not only took 3 days to cancel the order they are still holding my money.
They took my order over the weekend. I was notified at 2PM on Wednesday. Just goes to show how poor their computer system is. I will no longer do business with Amazon 'partners'. The Amazon marketplace has become a 'Land of the Bottom Feeder'.
Both websites cancelled my order. But I was able to get one for myself and my brother from HHGreg.
I got an order confirmation AND an order number from CDW.

A couple days later and now that order number is NOT FOUND in the system. And I never even got a cancellation email. They won't respond to my emails.

Not a huge deal, I wasn't expecting to get one but poor customer service.
I was upset when I got my cancellation notice but quickly got over it when I got another email later in the day in which I was informed that I'd won a Samsung Galaxy Tab 10.1 in contest sponsored by NVIDIA. Yay!
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The feeding frenzy response to the markdown was simply astounding. When rumors spread on Slickdeals about another purported release of touchpads in Best Buy stores, people camped overnight by the hundreds for the chance to secure one (the stores that had them typically had 3-7 units). Hopefully, manufacturers can learn some lessons that there is a huge market for inexpensive and high quality tablets. Most people don't want to spend $400+ for a large screen, smartphone equivalent. That being said, the hoarding behavior exhibited by consumers was inexcusible. Many people were ordering dozens of these touchpads with the hope of flipping them into gold on ebay. I can't blame the retailers one bit.
Obviously most posters here have never tried to buy the infamous "Bag of Crap" $1 grab bag during a woot! off at woot.com. It's almost impossible to not suffer the cart timing out.

I had my head in the clouds all weekend (not the Internet kind) and didn't even know HP was shutting down the WebOS division. Only read about it Monday, and a little bit of me was disappointed I didn't get the deal.

You win some and you lose some. And by not buying a WebOS device, you may turn out the winner. Imagine that their app market will be next to be abandoned... Hope the devices can be rooted and Android or another supported OS installed.
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HP has a waiting list
wilback 25th Aug
HP's website claims that they will have more TouchPad available later and currently are taking email addresses for future notification.

I don't know where they are coming from. Given that HP is selling them at a loss, I can't image them building more, even if they have parts in inventory.
I order the HP on Amazon exactly 2 minutes after it was listed on the site. I immediately paid and was given a confirmation number from Amazon. Yesterday, I received an email stating that OnSale and B&B cancelled my order. I have contacted Amazon, contacted Onsale/B&B and my lawyer. This is a case of bate and switch. I will follow through on this until I find out the truth!
You are now connected to xxxxxxx from Amazon.com.
Me:Unable to leave negative feedback
xxxxxxx:Hello, my name is xxxxxxx. I'm sorry to hear this. I'll be happy to help you today.
Hi Yyyyyy.
Me:Is it a Amazon's corporate policy to prevent me from leaving a negative feedback for OnSale that broke several policies and canceled my order after several days being in the status Shipping Soon?
xxxxxxx:I can see how disappionted you are, please allow me to address this concern and see what I can do best to bring the smile back on your face.
Me:I have no way to buy this item now as it is sold for twice the price! So can you sell it to me for the same price as it was in my canceled order?
xxxxxxx:I am really sorry Yyyyyy, We don't have item with us.
Me:How can I file a complain against Amazon? You are preventing me and others from leaving a negative feedback for OnSale, so Amazon is collaborating with OnSale against me.
Please give me a name and address I should file my complain. I request a response in writing.
xxxxxxx:I am not prevent you to leave negative feedback against OnSale.You can give and Amazon.com will take action against this.
I can understand the frustration you have been through.
Me:No. You (Amazon) removed my order from the online list, so there is no way I can leave any feedback for a seller (OnSale) that is not in the list of my orders.
xxxxxxx:Sometimes, it can take a few days for the canceled order to appear in the "Leave Seller Feedback" section.
Me:You are saying that Amazon is protecting OnSale now, and allowing me to write anything about all resellers (even for items not yet delivered)?
What is the address I can file the official complain against the Amazon?
xxxxxxx:Yes sure.
Our corporate mailing address is:
Amazon.com
PO Box 81226
Seattle, WA 98108-1226
USA
Placed order on 8/21/11 and they cancelled the order on 8/24/11. At the same time OnSale was still selling tablets on their website while Amazon claimed that they were told OnSale was out of stock !!. Called Amazon, got routed to Philippines call center. Not only it was difficult to understand their english, even I went all the way upto the Manager, they were not sensible enough to at least follow up with OnSale. Answer I got was there was nothing they can do !!!. If I had placed order with someone on their website instead of with Amazon, I might have gotten the same. AMAZON IS BECOMING UNRELIABLE.
I ordered two 16 GB touchpads from Onsale and received it on 26th Aug without any problems. I had placed the order on 21st. Both of them had shipped on 23rd from the seller. I also ordered one 32 GB from HP and got a confirmation about my order but not sure when that's gonna ship.
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Ok, now that we have vented....
nevertells@... 1st Sep
Let's look at the possibilities of the Touch Pad and WebOS.
After adding some patches and tweeks to my Touch Pad, it screams. There is a very healthy third party support system out there not to mention what is already available in the HP app store. By law HP has to support the TP for at least a year. With 500,000+ new TP's now out there, not to mention the possibility of dual booting or rooting your TP with Andriod, I'd say the future for this hardware is a little more rosy than everyone thinks. How about writing about the good stuff one can do with an TP now.
Matt, Joel, how about it?
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