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07/20/2005 12:51:06 AM · #1 |
I placed an order today for a lens with one of the bigger internet photo equipment suppliers: Tamron 28-75mm f/2.8 lens, 67mm uv filter and a CF card. With my order (showing in stock), I stated that I wanted to cancel my whole order if the lens was out of stock. Not paying close to $40 shipping for a filter and CF card.
Their first email
Hi, Denis
Thank you for your order.
your order is cancelled
The following items were ordered:
Item=SANDISK 1 GB ULTRA 2 COMPCT FLASHCRD Qty=1 Price=$89.95
Item=TAMRON 28-75 2.8 XR DI LD-IF F/EOS Qty=1 Price=$389.00
Item=HOYA 67 UV "SUPER" MULTICOATED Qty=1 Price=$38.95
Please advise ASAP.
Thank You
My response
Talk about contradictions in your message:
"Thank you for your order.
your order is cancelled"
So which is it? Is the order going through or is it being cancelled? And why do you need me to advise ASAP if the order has been cancelled? If it's cancelled, it's cancelled.
So this means that the Tamron 28-75 Canon-mount lens wasn't available? If so, you guys should really update your web site to reflect that it's out of stock.
If you need my conformation to cancel the order, here it is: cancel the WHOLE order.
I will be calling my credit card company to make double sure that the transaction is not going through.
Please reply ASAP to tell me that the WHOLE order has been cancelled and that no charges will be put against my card.
Hope to do business with you in the future.
Thanks,
Denis Doucette
Their response
sorry, the tamron lens is now not in stock and advise
if you want us to ship when we get it in stock
if we get not response it will automatically cancel today,
My response
Cancel the WHOLE order.
Please respond to tell me that you have cancelled the WHOLE ORDER, not just the Tamron 28-75 lens.
Thanks.
Denis
Their response
I imagine you want the whole order cancelled
My response
Thats what I just told you! CANCEL THE WHOLE ORDER! In other words, I don't want to buy ANYTHING from *store name withdrawn*.
What don't you understand?
Yes, cancel the whole order.
Thank you.
Denis
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(At this point, if this had been a live sales clerk in a store, I would have felt like grabbing him by his cheap $10 tie and smashing his head on the showcase counter)
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Their final response
Hi, Denis
Thank you for your order.
Item=TAMRON 28-75 2.8 XR DI LD-IF F/EOS Qty=1 Price=$389.00
ABOVE IS INDICATED ON OUR SITE AS NOT BEING IN STOCK
WE DID NOT CHARGE YOUR CARD AND WE CANCELLED YOUR ENTIRE
ORDER
Thank You
Stupid, stupid, stupid...
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07/20/2005 12:53:43 AM · #2 |
what site did you order from?
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07/20/2005 01:20:52 AM · #3 |
"Thank you for your order" is probably on the template they call up to write you a note, and may not even be editable by the sender.
Why don't you dis the ditzy programmer instead of the poor CS Rep who's probably responding to your message one message back ... |
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07/20/2005 02:45:37 AM · #4 |
Originally posted by GeneralE:
"Thank you for your order" is probably on the template they call up to write you a note, and may not even be editable by the sender.
Why don't you dis the ditzy programmer instead of the poor CS Rep who's probably responding to your message one message back ... |
I agree. Someone's just out of synch and it ain't their fault. Sounds to me like they were trying to keep up actually, and the automated system was running ahead of them muddying the waters. It doesn't do any good to WRITE things and expect immediate responses, in my experience.
R.
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07/20/2005 05:24:48 AM · #5 |
Man! At this point, if I was you, beagleboy, I would just tell them to cancel the WHOLE ORDER! heeheehee.
I would not be surprised if they just plain don't read what you are writing or they choose to ignore it. I seen the most amazing things with tech support and cs reps, but I would agree with the "thank you for your order" being a template, however it is not the programmer responsible for that, it is still the responsibility of the business that is sending customer communications to control those communications. Automation is no excuse for poor customer service.
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07/20/2005 06:52:33 AM · #6 |
i was kinda impressed that you even got that quick of a response..usually takes a couple days!
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07/20/2005 08:02:47 AM · #7 |
| It's not over. Your order (sans lens) will arrive shortly. |
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07/20/2005 09:11:07 AM · #8 |
Haha! I recently placed an order from one of the most popular camera stores in the country and got a customer service newbie. I ordered a lens for Canon EOS and I got an F-mount version. It literally took me 10 minutes to explain EOS and F-mount, and I had to spell both for her.
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