LM_NET: Library Media Networking

Previous by DateNext by Date Date Index
Previous by ThreadNext by Thread Thread Index
LM_NET Archive



What would you change about how they are handling the problem?

There are several problems with this order and Amazon's response to my
complaint.

        First, ALL the dozen paperbacks I ordered were listed as ship within
24 hours.  I, in fact, placed a number of items with longer ship dates in my
basket for later.  The Amazon Web site goes to great lengths to inform
consumers to expect delivery on such items 4-8 business days after placing
the order.  That should have placed an absolute expectation for delivery no
later than last Friday, which in reality was a full ten days after I placed
the order.  Several similar past orders have arrived via Priority Post in
less than half that time.

    Second, the response that my order had been received came almost
immediately and confirmed these delivery expectations.  However, with no
explanation for delay, the notification that my 24 hr. shipment had been
shipped was sent and received on Saturday, July 22, a full five days after
the order was placed.  A Saturday shipment date would imply shipment via the
US Postal Service as the commercial shippers don't work weekends.

    Third, checking the tracking service that Amazon provides on its own web
site, I have found out that the notification of shipment was a falsehood.
My package did not leave the Amazon warehouse until Monday, July 24.
Forgive me, but as a veteran of both the retail and wholesale market places,
I find a six day turn around on a 24 hour order in a warehouse that works
24/7 unacceptable.

        Next, the choice of shippers for a package of 12 children's
paperbacks.  I sincerely doubt that UPS ground for this small package was a
cheaper choice than Priority Post and I know it wasn't cheaper than Parcel
Post.  Either of the USPS alternatives would also have been shipped via air
from Nevada to the East Coast on Saturday, July 22 and been in my hands
before last weekend.  UPS checked my parcel into their New Jersey depot on
Saturday.  As of an hour ago it was still there more than 48 hrs later.  I
realize that this is beyond Amazon.com's control, but they are the one's who
chose the shipper.

        Lastly, I do not find the response to my complaint compatible with a
company that desires any repeat business.  Again having been there I know
that it doesn't take two weeks to deliver a prepaid return ticket.  I also
know that rather than lose the current sale and potential repeat sales most
direct sales companies would have overnighted a duplicate shipment with a
return label for the first, when it arrived.

        As to your doubt that poor service has an impact on stock prices,
think about this.  The most recent 17% drop in Amazon stock prices came
immediately after the report of greater than anticipated losses due to lower
than anticipated sales.  I like you have placed several orders with
Amazon.com in the past, but I will have to think twice before ordering
again.  They were the first online but they are no longer the only.

Dorothy E. Tissair
Library Media Specialist
Mark Twain School
Hartford, CT

ricflair@mail2.nai.net

----- Original Message -----
From: "Joni J Rathbun" <jrathbun@OREDNET.ORG>
To: <LM_NET@LISTSERV.SYR.EDU>
Sent: Monday, July 31, 2000 12:40 PM
Subject: Re: Customer Sevice


> On Mon, 31 Jul 2000, Dorothy E. Tissair wrote:
>
> > Given customer service threads of the last two weeks regarding
Scholastic
> > and our own facilities, I would like your opinion of my most recent
customer
> > service complaint.  I am beginning to see why Amazon's stock price is
way
> > down and they haven't made a profit in their history.  I should add that
the
>
>
> According to my records, I have placed 22 orders thru amazon.com since
> Feb 26, 1997. I had no problems with any of the orders. With such a good
> track record, I'd probably be tolerant of a problem or two. I don't
> think it's customer dissatisfaction that is the problem with amazon
> profits & stock prices. Customers have rated them as #1 in customer
> service for online retailers (as well as #1 in selection and #1 in "best
> overall").
>
> It's unfortunate you've had this experience. What would you change
> about how they are handling the problem?
>
>
>
>    Not all who wander are lost...
>
>    J. Rathbun, Librarian
>    Lincoln Elementary School - Las Vegas, Nevada
>    jrathbun@orednet.org [home]
>
>
>
>
> =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-==-=
> All postings to LM_NET are protected under copyright law.
> To quit LM_NET (or set-reset NOMAIL or DIGEST), send email to:
> listserv@listserv.syr.edu   In the message write EITHER:
> 1) SIGNOFF LM_NET 2) SET LM_NET NOMAIL or 3) SET LM_NET DIGEST
> 4) SET LM_NET MAIL  * Please allow for confirmation from Listserv.
> For LM_NET Help see: http://ericir.syr.edu/lm_net/
> Archives: http://askeric.org/Virtual/Listserv_Archives/LM_NET.html
> =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=--=-=-=
>

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-==-=
All postings to LM_NET are protected under copyright law.
To quit LM_NET (or set-reset NOMAIL or DIGEST), send email to:
listserv@listserv.syr.edu   In the message write EITHER:
1) SIGNOFF LM_NET 2) SET LM_NET NOMAIL or 3) SET LM_NET DIGEST
4) SET LM_NET MAIL  * Please allow for confirmation from Listserv.
For LM_NET Help see: http://ericir.syr.edu/lm_net/
Archives: http://askeric.org/Virtual/Listserv_Archives/LM_NET.html
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=--=-=-=

LM_NET Archive Home