OK...as a customer service representative myself, I'm going to take my life in my own hands and stand up for the poor folks who actually have to READ those 2 million pissy emails that everyone sends when they don't get what they want when they want it.
Sometimes things don't ship out. Sometimes there's a delay at the warehouse. Sometimes there's an unexpected delay in the receipt of the goods, therefore preventing turnaround and shipment of goods to the consumer. Sometimes the stock just isn't there. Is there a kink in the system? Apparently so, but is that a reason to send an email, write a letter or make a phone call every day (or, in some of my customer's cases, every hour)? No. The customer service rep to whom you are writing cannot walk to the shelf, pull down a copy of whatever it is you want, pack it up and ship it out. All we can do is check into your account, do what we can to speed up the process and pass your concerns on to the appropriate management. One email is sufficient. And I can tell you this from experience - the more emails you send and the more terse they are, the less likely you are to receive 1) a personal response or 2) what you want any faster. If I get nasty or multiple emails from the same person, they tend to get filed in the circular file, AKA the trash can.
Ron, I understand that you are frustrated and pissed off that you didn't get what you ordered when you were supposed to. Don't take it out on the customer reps. You want to give a dig to Amazon.com? Cancel the order and drive yourself to WalMart or Target or any other retail store and buy the DVD there. Take your business elsewhere - that's the only way you'll make any difference, and you'll get the face-to-face customer service that you desire/require. In these situations it is also helpful to remember that the items you're waiting for are not medicines or human organs - you can survive another day or two without them. Take a breath. Cancel the order. Buy it at Suncoast.
I am certain, Jason, that you are not one of those two million customer service reps who get complaints such as mine and do nothing about them.
The still-existing concept of "customer satisfaction" implies that a customer who has done all the things required of him by the store -- filled in all the blanks, provided all the information, dotted all the i's and crossed all the t's, and paid in advance -- should have the benefit of prompt, efficient and, if also paid for, expedient service.
I understand that all customers are not always right. But quite often they ARE right. If it's the store's fault, the store should make every effort to correct he problem promptly.
Further, when a customer has a long-standing history as an excellent customer , it behooves that store to make every effort to correct any problem for which IT -- the store -- has been negligent.
It's an age-old concept...and it's a good concept.
First off, no one at Amazon.com has come close to seeing me get "pissy"...not yet, anyway.
Second. As I wrote in my note to amazon, they HAVE THE ITEM IN STOCK. They were offering one-day delivery on it yesterday.
Third: Why would anonymous customer service reps take any of my frustrations personally? I'm not blaming THEM for anything. There is a glitch in Amazon's system and it needs to be corrected. I wasn't profane. I was direct. I stated the facts. If they get upset, it might be because they have no way of dealing with customer issues and are, themselves, frustrated. I see them as the first line...address the problem to them and then they send it on to someone who can fix it. But since THEY are the only ones I can communicate with, they unfortunately hear about it when the problem still isn't fixed. Nobody said it's fair, but it's NEVER personal.
I wrote them THREE DAYS IN A ROW and nothing has changed that I can discern. No effort has been made to fill my order so far as the information available on my account page reveals...but as Matt said, if he ordered it Tuesday, he'd have had it by now.
I ordered it August 29th and it hasn't shipped yet.
I also paid up front for prime member service and I think that deserves some attention.
Fourth: I don't want to buy it any place else BECAUSE I've invested in prime membership at Amazon. It's fiscally irresponsible for me to buy it elsewhere.
Fifth: I'll be frustrated and disgusted and pissy if I want to.
