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November 19, 2006
This started as a rant
A couple days ago, I gave in to my ulcer and ordered my new camera. Being cheap, I opted for the SuperSaver shipping, in spite of the fact that they just hold onto your stuff for an extra 5 days and then ship it at the same speed.
I;ll admit it was a stupid move. Although we hadn't firmed up our move date, we were aiming for the weekend after Thanksgiving. I knew we were unlikely and I clicked "Confirm" anyway. I guess I was hoping they were just kidding about the estimated ship date, and I'd get my camera ahead of schedule.
At some point, I realized that wasn't going to happen, and faced with 8 hours in the car with 2 kids to pick up a camera, I called Amazon to see if they could modify the ship to address. The rep told me that my order was already on the shipping line, but was still scheduled to arrive between the 28th and 30th. Because of it's status, he could change the address. He tried to cancel the order, but said that it was too late for that, too. The arrival date remained the same.
When I got an email asking for feedback, I was only too happy to send this off:
While I understand that my issue was my own fault, I was unimpressed by your ability to assist me.My family is in the process of moving from Houston to Dallas. When I made my order, we had not yet picked a moving date, so I went ahead and chose SuperSaver shipping. This changed the number of days you held my order before shipping from 1 to 6, pushing out the arrival date. Several days later, we firmed up our moving date, and we will no longer be at the shipping address when my order arrives. Since my package isn't expected to leave your shipping facility for several more days, I had hoped to change the shipping address. I was told that even though my order was not scheduled to leave for 3 more days, I could not be helped. Your rep told me he would try to cancel my order, but was unsuccessful.
I'm very disappointed that you were unable to accomodate my needs, given the amount of time before my order is due to leave your facility.
Here's where things get good. A couple hours later, I received an email saying that my order had shipped, and is scheduled to arrive on the 22nd. Yippee! I still have no idea if it shipped early due to my complaint, or fate, but when I got another chance to provide feedback I didn't just click "Yes" when they asked if they resolved my problem. I actually took the time to click another link and write out a thank you.
Posted by me at November 19, 2006 10:36 PM
Comments
Congrats on getting your camera any day now! :)
Posted by: suki at November 20, 2006 1:58 AM