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Continued from Part 2
The FedEx truck comes and leaves on Thursday morning without a package for me.
At some point, the web site has broken for me. I can't get "order status" with my order number... it just gives me a Visual Basic error. The uninformative online invoice page still says "Processing," no more.
Write shoddy software, and run it on NT. I could call up other order numbers just fine, so I'll bet that the Notes field messed up my order. Nothing makes a computer saavy person fear for their order like seeing a Microsoft error when they try to access data.
I call the customer service line, wait on hold forever, and am told that the package has not yet shipped. It's still "processing," whatever that means. I ask to speak to a supervisor, and I get Alvin. He's defensive, and he tells me that the order was cleared too late in the day to ship on Wednesday. He specifically disavows ever stating that the package would ship Wednesday. He's at a loss for words when I say that I was called at home and told that the package had shipped. He tells me that it will ship today, but tries to avoid promising that it will arrive on Friday. It's difficult to hold my anger in check.
Break your promises. Promise to do something, and then don't follow up. When a customer complains, you need to be on the ball and get things done for them. The worst thing you can do is drop the ball. Well... actually, that's not quite true...
Use revisionist history. It's worse yet to drop the ball and then claim "I never said that" when the customer knows damn well that you did. It's better to admit you screwed up. Most people can allow for a little human error, as long as it isn't constant.
Alvin told me I could call back later in the day for a tracking number. Late in the day, I do just that. The rep tells me that the computers are down, so she can't get my order status, but she can call me back when the computers come back up. I never get a call back.
Ignore your commitments. Tell a customer you'll call them, and then don't call them. Works wonders.
Don't have backup procedures. A computer failure shouldn't cripple your staff. Perhaps you need better computers. Maybe they could call the warehouse.
I try calling Janine again, but I get her voicemail.
I file a complaint through PlanetFeedback.
Continued in Part 4
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