So, I try to buy a new power supply from a computer supplier (let’s say they are called Tell Computers).
Buy online and pay by credit card. They will only ship to the credit card billing address. No problem, I say, somebody will be there to pick it up and sign for it. Takes so long to arrive that nobody is there anymore. So, I think I’ll have the courier redeliver to work. They can’t change the delivery address without Tell’s permission. OK, I say, “Somebody will be in on Thursday; please deliver it then.” They try to deliver on Friday.
No problem, thinks I. I will have them deliver one evening. “We don’t do evening deliveries,” they say. So I say, “I’m in Saturday”. We don’t work weekends”. Huum.
“What about if I collect from your depot?”
“It is a delivery centre with no collection point. Try calling Tell to have the address changed.”
“Hello, Tell. Here’s my problem”
“Sorry, I’m in billing. Here’s customer service.”
“Hello, Customer Service. Here’s my problem.”
“We can change the address. Oh, you bought online. You’ll need to speak to our Internet team”.
“Hello Internet Team. I have a problem, and I’ve spoken to many people. I am assured you can help me.”
“No. We can’t change the address because you paid by credit card.”
“But here’s the problem. I am not at home during the day anymore. You don’t deliver evenings and weekends, and you don’t have a collection point.”
“Can’t help you. Sorry.”
So I say, “I will have to send it back and have a refund”.
“Certainly, Sir, no problem.”
“So, you would rather give me my money back than work with me to arrange delivery. Isn’t that rather short-sighted? Why would I ever shop with you again?”
“Sorry, that’s our policy. Somebody will call within the hour to confirm the refund”.
That was Thursday morning. Nobody has called.
Agggggggggghhhhh
On this day…
2005: links for 2005-06-222005: You Make Me Sweat
2004: Online Customer Service Ratings
