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Originally Posted by Chad_Henry
The short version is that I placed an order on Dec 27 for two DVDs, one of which I was told was on backorder. They did ship me the DVD that was in stock. I checked today to see the status of the backordered DVD and was surprised to see that it had been cancelled.
I called the "Customer Service" number to see what had happened and was told the warehouse cancelled it because they were no longer stocking that item. When I inquired as to why no one had informed me I was told that sometimes that happens.
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Isn't the whole point of a company providing access to your order status online that you can check it periodically and the company doesn't have to spend a bunch of time notifying everyone individually?
I agree with the general consensus here that you don't really deserve any sort of "freebie" or store credit simply because a backordered disc was cancelled. It might have been nice to get an email, but if you can check the status in your account then it's not really necessary.
I do agree that the customer service rep could have made this point without the attitude, though. But if you were escalating the conversation over what likely appeared to them to be a non-issue, they were probably just responding to you. I know that when I deal with complaints, it's very tempting to "give back what I get" rather than maintain an even-tempered attitude when the person on the other end is making unreasonable demands, yelling, or being insulting about me or my company.