Zeno Marx
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- Joined
- Jun 26, 2010
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This is a general, all-encompassing thread about the site, from sales to reviews to experiences etc. Positive. Negative. You name it.
Their computer system. I don't understand it. They sell a lot of products and a lot of customized items (tobaccos in varying amounts etc). I understand that it would be a complicated system, but...we land rovers on Mars and have stock scammers scamming the stock market by smaller than microseconds. A cart system can surely be designed for this kind of thing. There has to already be one, so why aren't they using it?
the situation:
1) order made at 6PM on a Saturday (order cannot be physically sent until Monday morning)
2) 10PM (4 hours later) a mistake is caught, and using their website internal email system that is directed through the order#, a short note is wrote and sent to remedy the mistake.
3) no reply on Sunday.
4) Monday afternoon, a confirmation email is received that the order has been shipped. The invoice indicates the mistake was not fixed.
5) immediately call them upon receiving the email, only to find out that nobody has read the remedying note.
6) was told that the call center would eventually see this, but the warehouse, where the orders are filled, would never see it. there are people working the warehouse on the weekends, but nobody is at the call center on the weekends.
6) great customer service, and a solution is offered and accepted.
Here's my deal: I'm baffled at the idea that the warehouse receives orders, but they don't also receive emails about those orders that are generated through the site. I would think that would be basic necessity to catch mistakes, add-ons, subtractions, etc. And if they don't want to educate warehouse workers how to make additions to payments, subtractions from payments, address corrections, or whatever, they would at least know to pull the order and set it aside until they can work out the changes with the customer center.
If they fill orders through printouts, with iPads, or some other gadget, they could surely receive notes associated with those orders that come through their system. If they are old school and have a stack of printouts constantly rolling as orders are made, why isn't that same printer giving them notes associated with those orders? Again, they don't have to know how to make every kind of fix, only enough that they would know to put the order aside until someone who does know how to fix it, fixes it. If nobody is at the customer center to catch the various kinds of mistakes, yet they continue to fill orders during that same time, why wouldn't you give the warehouse some level of ability to cover for the other department while they're absent? Maybe I'm wrong, but it sounds like a recipe for waste and potentially unhappy customer experiences.
*I used to run a mail-order music label and business.
Their computer system. I don't understand it. They sell a lot of products and a lot of customized items (tobaccos in varying amounts etc). I understand that it would be a complicated system, but...we land rovers on Mars and have stock scammers scamming the stock market by smaller than microseconds. A cart system can surely be designed for this kind of thing. There has to already be one, so why aren't they using it?
the situation:
1) order made at 6PM on a Saturday (order cannot be physically sent until Monday morning)
2) 10PM (4 hours later) a mistake is caught, and using their website internal email system that is directed through the order#, a short note is wrote and sent to remedy the mistake.
3) no reply on Sunday.
4) Monday afternoon, a confirmation email is received that the order has been shipped. The invoice indicates the mistake was not fixed.
5) immediately call them upon receiving the email, only to find out that nobody has read the remedying note.
6) was told that the call center would eventually see this, but the warehouse, where the orders are filled, would never see it. there are people working the warehouse on the weekends, but nobody is at the call center on the weekends.
6) great customer service, and a solution is offered and accepted.
Here's my deal: I'm baffled at the idea that the warehouse receives orders, but they don't also receive emails about those orders that are generated through the site. I would think that would be basic necessity to catch mistakes, add-ons, subtractions, etc. And if they don't want to educate warehouse workers how to make additions to payments, subtractions from payments, address corrections, or whatever, they would at least know to pull the order and set it aside until they can work out the changes with the customer center.
If they fill orders through printouts, with iPads, or some other gadget, they could surely receive notes associated with those orders that come through their system. If they are old school and have a stack of printouts constantly rolling as orders are made, why isn't that same printer giving them notes associated with those orders? Again, they don't have to know how to make every kind of fix, only enough that they would know to put the order aside until someone who does know how to fix it, fixes it. If nobody is at the customer center to catch the various kinds of mistakes, yet they continue to fill orders during that same time, why wouldn't you give the warehouse some level of ability to cover for the other department while they're absent? Maybe I'm wrong, but it sounds like a recipe for waste and potentially unhappy customer experiences.
*I used to run a mail-order music label and business.
![[3-Size Set] Copper Pipe Cleaner for Drill, Clean 1/2, 3/4, 1-in Copper Pipes & Tubes for Soldering, 3 Tube Cleaning Brushes, Model InerLok050, 075, 100, w/ Stainless-Steel Wire Bristles & 1/4” Shank](https://m.media-amazon.com/images/I/41QVxunlqML._SL500_.jpg)
