A 'Mike special'
May. 20th, 2004 11:21 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
fleetfootmike...for conoisseurs of letters of complaint.
"I apologise that this is a somewhat belated complaint, but, as you will realise, I was both waiting on certain information, and have been away.
I ordered a 40GB Hitachi Travelstar on Tuesday March 30, and selected next day delivery to ensure it arrived in time for me to take it to London *early* on April 1.
By 4pm on Weds 31st, it had not arrived: I checked your site, to discover it was shown as 'Pick In Progress', which, once I figured out what that meant, suggested to me that it was unlikely to arrive in time. I called to check this, and was informed that indeed it wouldn't, and the best they could guarantee me was 'sometime tomorrow'.
When *prompted*, the person I spoke to agreed to refund the next day delivery fee (not, I note, until I asked for it.).
In fact, I was fortunate: the CityLink driver's 'before 9am' deliveries were at my end of town, and I was in possession of the drive by 10am, which only made me two hours late leaving for London.
However: I have a number of points to raise here, which I trust will be passed on to the appropriate people (rather than fobbing me off with a form reply). Someone high up in your Customer Service department, perhaps.
The refund for the next day delivery charge has not appeared on my credit card. I'm not in the habit of paying for next day delivery for anything unless I actually have a legitimate need for it, and when I do, I expect to get what I pay for. Clearly, I haven't.
You have an online system that can tell me where my order is: why can't it tell YOU that there's a 'next day' order in the system that hasn't shipped?
This was my first purchase from eBuyer. It hasn't left a very good impression. I am jointly responsible for specifying and provisioning hardware for a major website (http://www.cricinfo.com/) who are looking to replace about 30 or 40 rackmount servers over the next couple of years. It has always been my experience that companies who care for the little customers will usually provide much better service for corporate clients, and currently I'd have to say that, admittedly based on one bad experience, I would look elsewhere.
I am a subscriber to the 'raving fans' theory of providing customer service (see http://groups.google.com/groups?selm=b8tdla%24df5ma%241%40ID-133847.news.dfncis.de for an example of what I am about to say). It would have cost eBuyer an extra five pounds at most, on discovering the mistake, to say 'oops. Our mistake. We'll upgrade the shipping to 'before 8am' if you like, free of charge, if that'll get it to you in time'. And right now, I wouldn't be writing this eNote, and I would be SINGING YOUR PRAISES every chance I get as a firm who have a responsible and helpful customer service team. As well as putting £100,000 of corporate business, my future personal business, and that of my wife's veterinary practice, your way. Worth a fiver, I'd say."
"I apologise that this is a somewhat belated complaint, but, as you will realise, I was both waiting on certain information, and have been away.
I ordered a 40GB Hitachi Travelstar on Tuesday March 30, and selected next day delivery to ensure it arrived in time for me to take it to London *early* on April 1.
By 4pm on Weds 31st, it had not arrived: I checked your site, to discover it was shown as 'Pick In Progress', which, once I figured out what that meant, suggested to me that it was unlikely to arrive in time. I called to check this, and was informed that indeed it wouldn't, and the best they could guarantee me was 'sometime tomorrow'.
When *prompted*, the person I spoke to agreed to refund the next day delivery fee (not, I note, until I asked for it.).
In fact, I was fortunate: the CityLink driver's 'before 9am' deliveries were at my end of town, and I was in possession of the drive by 10am, which only made me two hours late leaving for London.
However: I have a number of points to raise here, which I trust will be passed on to the appropriate people (rather than fobbing me off with a form reply). Someone high up in your Customer Service department, perhaps.
The refund for the next day delivery charge has not appeared on my credit card. I'm not in the habit of paying for next day delivery for anything unless I actually have a legitimate need for it, and when I do, I expect to get what I pay for. Clearly, I haven't.
You have an online system that can tell me where my order is: why can't it tell YOU that there's a 'next day' order in the system that hasn't shipped?
This was my first purchase from eBuyer. It hasn't left a very good impression. I am jointly responsible for specifying and provisioning hardware for a major website (http://www.cricinfo.com/) who are looking to replace about 30 or 40 rackmount servers over the next couple of years. It has always been my experience that companies who care for the little customers will usually provide much better service for corporate clients, and currently I'd have to say that, admittedly based on one bad experience, I would look elsewhere.
I am a subscriber to the 'raving fans' theory of providing customer service (see http://groups.google.com/groups?selm=b8tdla%24df5ma%241%40ID-133847.news.dfncis.de for an example of what I am about to say). It would have cost eBuyer an extra five pounds at most, on discovering the mistake, to say 'oops. Our mistake. We'll upgrade the shipping to 'before 8am' if you like, free of charge, if that'll get it to you in time'. And right now, I wouldn't be writing this eNote, and I would be SINGING YOUR PRAISES every chance I get as a firm who have a responsible and helpful customer service team. As well as putting £100,000 of corporate business, my future personal business, and that of my wife's veterinary practice, your way. Worth a fiver, I'd say."