So, I try and 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 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 delivery address without Tell’s permission. OK, I say, somebody will be in on Thursday, please deliver it then. They try and deliver 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 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, weekend 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.