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February 5th, 2002

Dude, Where’s My Order?

OK, Cambridge World, I’m calling you out.

I ordered from you on January 24, 2002. That’s a week-and-a-half ago. I got an e-mail confirming that you had received my order, and then I heard nothing from you. I called you six days later to see if my order was in. I had to call a different number… your “Internet number” to find out the status of my order. I was told, tersely, by the person at this “Internet number” that the product I ordered wasn’t in stock, but that you would be getting some more in “tomorrow.” When I asked if I’d get some sort of shipping confirmation, I was told, “Yes.”

I e-mailed you last week and haven’t heard a word. Not even a confirmation that you received my note.

Five days later I called you again. Of course, I had to call you between 9 and 6 because any other hours, your phone just rings and rings… and rings… and rings. No voice mail, no automated message, nothing. So today you answer the phone and before I can even finish saying, “I’d like to check the status on a web order,” you blurt out, “Our computers are down. You’ll have to call back later.”

You guys suck. You have no online order tracking. Your web site lists items that you don’t have in stock. Your customer service is rude and unhelpful. Getting any sort of order status from you is like pulling teeth. Actually (there you go, Paul), it’s more like having my teeth pulled. It hurts and I’m not putting up with it anymore.

Tomorrow, I’m calling you again. If you haven’t shipped my order, I’m cancelling it and paying a couple bucks more to get it from a place that has it in stock.

That’s what you get for pissing off the world’s #1 most bitter consumer.

Posted in Consumer Commentary

FROM: Robert [E-Mail]
DATE: Tuesday February 5, 2002 -- 12:52:19 am
Dude, you didn't even mention our shared rejection by DVD sExpress!

FROM: Dave
DATE: Tuesday February 5, 2002 -- 8:52:59 am
Just went to that web site and all I saee is a scrolling message at the top of the page and nothing else.. no web site no nothing...

FROM: Ryan
DATE: Tuesday February 5, 2002 -- 9:14:11 am
Dave -- huh? There's no scrolling message anywhere on that page.

FROM: Patrick
DATE: Tuesday February 5, 2002 -- 9:24:59 am
I got the same scrolling message as Dave but, I did get a web page to boot.

FROM: Paul [E-Mail]
DATE: Tuesday February 5, 2002 -- 9:45:43 am
Dave, their site has coding problems. I saw the marquee up top, but had to scroll a full page down to get to the real top of the page. Ick.

I think my motto will be: "Never trust a company which uses the MARQUEE tag."

FROM: Ryan
DATE: Tuesday February 5, 2002 -- 10:07:01 am
Ah, OK. I was viewing in Opera, which probably just bypassed the MARQUEE tag.

I'm going to call them at lunch and "handle my bidness," as the kids say.

FROM: Rob [E-Mail]
DATE: Tuesday February 5, 2002 -- 12:08:58 pm
Just be careful you don't go handling your bidness in public.

FROM: Ryan
DATE: Tuesday February 5, 2002 -- 12:47:50 pm
OK, the deed is done.

I called up Cambridge and got a friendlier guy on the phone than usual. He said my item still wasn't in stock, but that it should be "with the next shipment." I had to ask him when that would be. "Three or four days." I said, "Well, let's go ahead and cancel my order then." His response?

"OK, I've already cancelled it."

Um. OK.

So then I called Etronics up since I had heard that sometimes their web site was inaccurate with regards to items be ing in stock. They had my item in stock and he took my order over the phone, which will help it get processed a little more quickly. It costs a few dollars more, but he said that I'd get an e-mail within 48 hours with the UPS Ground tracking number and that I should have it in 5 (business?) days.

I had an installation date for the cassette receiver for Saturday, and I just moved it to the following Friday, a day I plan to take off anyway.

I'm pleased. And you now know how I spent my lunch break.

FROM: Robert [E-Mail]
DATE: Tuesday February 5, 2002 -- 4:01:36 pm
Did you eat lunch at any point?

FROM: Ryan
DATE: Tuesday February 5, 2002 -- 4:46:51 pm
As I was making all the calls. In addition I went to the post office and mailed two Half Pint orders. My most productive lunchtime ever. :)

FROM: Dave
DATE: Tuesday February 5, 2002 -- 6:05:10 pm
You get a lunch? 1/2 the time I am eating while working on 3 projects :)

FROM: Matt
DATE: Tuesday February 5, 2002 -- 11:31:51 pm
I don't know dude, where is your order?

FROM: Ryan
DATE: Wednesday February 6, 2002 -- 9:35:36 am
Well, thanks to the other store I ordered from, it'll be here tomorrow!

FROM: Donna
DATE: Wednesday February 6, 2002 -- 10:36:33 am

FROM: Dave
DATE: Thursday February 7, 2002 -- 4:05:29 pm
So did it arrive today???

FROM: Ryan
DATE: Thursday February 7, 2002 -- 4:11:27 pm
Yup, sure did, right on time. does things right.

What is this then?

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