Setup: I'm messaging Cory about the pick up time for a sleep over birthday party. Melanie (8) is nearby and, out of the blue, makes an observation.
Melanie: Oh... Your chin looks like butt cheeks.
Much laughter ensued.
Friday, January 15, 2016
Thursday, January 7, 2016
Support Chat. (Not the droids I'm looking for.)
welcome to [Reputable Retailer] Chat.
You are now connected to Roxane.
Roxane: Thanks for shopping on [ReputableRetailer].com. My name is Roxane. How can I help you?
Andy: Good morning, Roxane. I received an email about an order I placed and I'm a little perplexed.
Andy: It informed me that there was an unexpected delay. Here, I'll just paste it here.
Roxane: Good Morning, Andy.
Andy: We just found out about an unexpected delay that affects your order (Order #xxxxxxxxxxxx) placed on 12/13/2015. We're sorry, but we may not be able to deliver your item(s) by the estimated delivery date you received with your original order. If you still want your item(s), you will need to approve the new estimated delivery date(s) by visiting your order detail page. We will do our best to fulfill the delayed item(s) from your order, but if we can't, we will let you know as soon as possible. If we don't hear from you, your item(s) will be canceled. You may also visit your order detail page to cancel item(s) if they are backordered or if you no longer want them. Remember, you will not be charged for any item until it ships. If items need to ship separately, your shipping charges will not increase.
Andy: The thing that is puzzling to me is that the "default behavior", as in, if I took no action, would be to cancel my order.
Roxane: I'm sorry for the inconvenience caused.
Roxane: Let me check and help you.
Roxane: Could you provide order number and email address?
Andy: It was easy enough to follow the link, and things are back on track, but I'm struggling to imagine why, by default, a delayed order would become cancelled.
Andy: Order #xxxxxxxxxxxx
Andy: [username]@yahoo.com
Roxane: Thank you.
Roxane: To confirm, are you referring about the items, The Matrix Collection: 4 Film Favorites [WS] [2 Discs] and Mighty No. 9 (Wii U)?
Andy: I took action on Mighty No. 9.
Andy: I didn't think the Matrix had any issues.
Andy: But, yes, that is the order in question.
Roxane: Thank you for confirming.
Roxane: Would you mind waiting a few minutes while I check into that?
Andy: Not at all.
Andy: Go right ahead.
Andy: I guess, while you're looking at that order, the other oddity is that for the iHome Bluetooth Rechargeable Mini Speaker Cube (iBT16BB) it shows the delivery progress as "Shipped", but not "Delivered".
Andy: I have that speaker.
Roxane: Thanks for waiting. I appreciate your patience.
Roxane: I have checked the order and see that item you are referring is back ordered.
Roxane: It’s possible your [ReputableRetailer].com order status may read “Backordered”.
Roxane: This indicates an order delay because an item is temporarily out of stock. The item will ship as soon as it’s in stock.
Roxane: You may receive an email asking you to approve a delay in the order shipment.
Roxane: You’ll continue to receive emails if there are any changes to the order status, and when the item ships.
Roxane: If you don’t want to wait for the item, you can also request to cancel the order.
Andy: Everything you just described makes sense.
Andy: However
Andy: The email I got, informing me of the delay, indicated that -- If I do nothing in response to the email ... my order would be canceled.
Andy: That's the part that makes no sense to me.
Roxane: Need not to worry, you will continue to receive emails if there are any changes to the order status, and when the item ships.
Andy: I totally appreciate "Hey, that item you ordered and we said we could get you by Friday... yeah, we're out of that. We'll get it to you as soon as we can."
Andy: And to such a message I might say, "Oh... well, I really can't wait. I guess I'll have to find another way to get it. Can we cancel it?"
Andy: That exchange makes sense to me.
Andy: But, what the email I got seems to imply is:
Roxane: Yes, you can also request to cancel the order.
Andy: "Hey, that item you ordered and we said we could get you by Friday... yeah, we're out of that. We assume you don't want it anymore. If that's not the case, you'd better tell us that."
Andy: To be clear, I do still want my items and I have taken the action.
Andy: I just think the course of action prescribed by the email seems backwards.
Roxane: If you don't want the item, you can return the item to any [Reputable Retailer] store or online for full refund.
Andy: Hmmm. I feel you are missing my point.
Andy: I love [Reputable Retailer].
Andy: I'm pleased with your services.
Andy: I'm happy with my order.
Andy: I understand your return policies and how to cancel an item.
Andy: What I don't understand is why the email was indicating that it was going to cancel my order because of the delay, unless I did something about it.
Andy: It wasn't hard for me to do my part.
Andy: I just don't think that's the right way to go about it.
Roxane: It's great to hear, we would like our guest to be satisfied for there needs and wants and I will share you comments to your concerned department.
Roxane: Would you like me to cancel the item The Matrix Collection: 4 Film Favorites [WS] [2 Discs] on behalf of you?
Andy: No thank you. I would like to receive everything I ordered.
Roxane: Okay, Andy.
Andy: Is there a comments section or feedback location?
Andy: I'd like to share my concern with the shipping/delivery/email notification area.
Roxane: Yes, once you end the chat you will receive the survey form to fill your feedback.
Andy: Cool.
Andy: I did have one other question about my order.
Roxane: I'm sorry, you can share your concern with the shipping/delivery/email at guest.service@[ReputableRetailer].com.
Roxane: Please go ahead!
Andy: I'm actually moving soon, so, with the estimated delay to Mighty No. 9, I might prefer it shipped to my new address. Is it possible to do that?
Andy: The Matrix should still go where I had requested.
Roxane: I'm sorry, once the order is placed, we can't edit or make any changes to the order.
Andy: Ok. I'll still be able to pick it up at the current/old address. Just thought I'd ask.
Andy: I believe I'm all set.
Roxane: Do you have any further questions for me?
Andy: Not at this time. Thank you.
Andy: Have a great day.
Roxane: Have a blessed day!
Roxane: Thanks for shopping on [ReputableRetailer].com. I hope you'll visit us again soon!
You are now connected to Roxane.
Roxane: Thanks for shopping on [ReputableRetailer].com. My name is Roxane. How can I help you?
Andy: Good morning, Roxane. I received an email about an order I placed and I'm a little perplexed.
Andy: It informed me that there was an unexpected delay. Here, I'll just paste it here.
Roxane: Good Morning, Andy.
Andy: We just found out about an unexpected delay that affects your order (Order #xxxxxxxxxxxx) placed on 12/13/2015. We're sorry, but we may not be able to deliver your item(s) by the estimated delivery date you received with your original order. If you still want your item(s), you will need to approve the new estimated delivery date(s) by visiting your order detail page. We will do our best to fulfill the delayed item(s) from your order, but if we can't, we will let you know as soon as possible. If we don't hear from you, your item(s) will be canceled. You may also visit your order detail page to cancel item(s) if they are backordered or if you no longer want them. Remember, you will not be charged for any item until it ships. If items need to ship separately, your shipping charges will not increase.
Andy: The thing that is puzzling to me is that the "default behavior", as in, if I took no action, would be to cancel my order.
Roxane: I'm sorry for the inconvenience caused.
Roxane: Let me check and help you.
Roxane: Could you provide order number and email address?
Andy: It was easy enough to follow the link, and things are back on track, but I'm struggling to imagine why, by default, a delayed order would become cancelled.
Andy: Order #xxxxxxxxxxxx
Andy: [username]@yahoo.com
Roxane: Thank you.
Roxane: To confirm, are you referring about the items, The Matrix Collection: 4 Film Favorites [WS] [2 Discs] and Mighty No. 9 (Wii U)?
Andy: I took action on Mighty No. 9.
Andy: I didn't think the Matrix had any issues.
Andy: But, yes, that is the order in question.
Roxane: Thank you for confirming.
Roxane: Would you mind waiting a few minutes while I check into that?
Andy: Not at all.
Andy: Go right ahead.
Andy: I guess, while you're looking at that order, the other oddity is that for the iHome Bluetooth Rechargeable Mini Speaker Cube (iBT16BB) it shows the delivery progress as "Shipped", but not "Delivered".
Andy: I have that speaker.
Roxane: Thanks for waiting. I appreciate your patience.
Roxane: I have checked the order and see that item you are referring is back ordered.
Roxane: It’s possible your [ReputableRetailer].com order status may read “Backordered”.
Roxane: This indicates an order delay because an item is temporarily out of stock. The item will ship as soon as it’s in stock.
Roxane: You may receive an email asking you to approve a delay in the order shipment.
Roxane: You’ll continue to receive emails if there are any changes to the order status, and when the item ships.
Roxane: If you don’t want to wait for the item, you can also request to cancel the order.
Andy: Everything you just described makes sense.
Andy: However
Andy: The email I got, informing me of the delay, indicated that -- If I do nothing in response to the email ... my order would be canceled.
Andy: That's the part that makes no sense to me.
Roxane: Need not to worry, you will continue to receive emails if there are any changes to the order status, and when the item ships.
Andy: I totally appreciate "Hey, that item you ordered and we said we could get you by Friday... yeah, we're out of that. We'll get it to you as soon as we can."
Andy: And to such a message I might say, "Oh... well, I really can't wait. I guess I'll have to find another way to get it. Can we cancel it?"
Andy: That exchange makes sense to me.
Andy: But, what the email I got seems to imply is:
Roxane: Yes, you can also request to cancel the order.
Andy: "Hey, that item you ordered and we said we could get you by Friday... yeah, we're out of that. We assume you don't want it anymore. If that's not the case, you'd better tell us that."
Andy: To be clear, I do still want my items and I have taken the action.
Andy: I just think the course of action prescribed by the email seems backwards.
Roxane: If you don't want the item, you can return the item to any [Reputable Retailer] store or online for full refund.
Andy: Hmmm. I feel you are missing my point.
Andy: I love [Reputable Retailer].
Andy: I'm pleased with your services.
Andy: I'm happy with my order.
Andy: I understand your return policies and how to cancel an item.
Andy: What I don't understand is why the email was indicating that it was going to cancel my order because of the delay, unless I did something about it.
Andy: It wasn't hard for me to do my part.
Andy: I just don't think that's the right way to go about it.
Roxane: It's great to hear, we would like our guest to be satisfied for there needs and wants and I will share you comments to your concerned department.
Roxane: Would you like me to cancel the item The Matrix Collection: 4 Film Favorites [WS] [2 Discs] on behalf of you?
Andy: No thank you. I would like to receive everything I ordered.
Roxane: Okay, Andy.
Andy: Is there a comments section or feedback location?
Andy: I'd like to share my concern with the shipping/delivery/email notification area.
Roxane: Yes, once you end the chat you will receive the survey form to fill your feedback.
Andy: Cool.
Andy: I did have one other question about my order.
Roxane: I'm sorry, you can share your concern with the shipping/delivery/email at guest.service@[ReputableRetailer].com.
Roxane: Please go ahead!
Andy: I'm actually moving soon, so, with the estimated delay to Mighty No. 9, I might prefer it shipped to my new address. Is it possible to do that?
Andy: The Matrix should still go where I had requested.
Roxane: I'm sorry, once the order is placed, we can't edit or make any changes to the order.
Andy: Ok. I'll still be able to pick it up at the current/old address. Just thought I'd ask.
Andy: I believe I'm all set.
Roxane: Do you have any further questions for me?
Andy: Not at this time. Thank you.
Andy: Have a great day.
Roxane: Have a blessed day!
Roxane: Thanks for shopping on [ReputableRetailer].com. I hope you'll visit us again soon!
Not Quite on Target
Today I received the following email:
hello Andrew,
We just found out about an unexpected delay that affects your order (Order #xxxxxxxxxxxx) placed on 12/13/2015. We're sorry, but we may not be able to deliver your item(s) by the estimated delivery date you received with your original order.
If you still want your item(s), you will need to approve the new estimated delivery date(s) by visiting your order detail page. We will do our best to fulfill the delayed item(s) from your order, but if we can't, we will let you know as soon as possible.
If we don't hear from you, your item(s) will be canceled. You may also visit your order detail page to cancel item(s) if they are backordered or if you no longer want them.
Remember, you will not be charged for any item until it ships. If items need to ship separately, your shipping charges will not increase.
Thanks for shopping at [Reputable Retailer].
Team [Reputable Retailer]
I feel that the default behavior -- what would happen if I took no action -- is wrong.
If I'm reading things correctly, it means that, because of an unexpected delay, unless I do something, my order will be canceled.
Here's what I would have expected:
[Retailer]: Hey, that item you ordered and we said we could get you by Friday... yeah, we're out of that. We'll get it to you as soon as we can.
To which I'd reply either:
Customer: Ok. Thanks for letting me know. I look forward to getting it when it's available.
<OR>
Customer: Oh... well, I really can't wait. I guess I'll have to find another way to get it. Can we cancel that order?
[Retailer]: Sure thing. Sorry for the inconvenience.
Customer: That's ok. No big deal.
But here's what the email I got feels like:
[Retailer]: Hey, that item you ordered and we said we could get you by Friday... yeah, we're out of that. We assume you don't want it anymore. If that's not the case, you'd better tell us that.
If I was ordering something time sensitive, like a pizza or flowers for a wedding, I could see not necessarily wanting my shipment days later. I clearly would have had to make different arrangements. But, for a video game? Sure, I'd like to start playing it next week, but I won't suddenly "not want to play it" the following week.
I sent the above to [Reputable Retailer] in an email. I actually tried using live support chat, but that was like two ships passing in the night. I think I'll post that here, too. We were definitely on different pages. Oh well.
hello Andrew,
We just found out about an unexpected delay that affects your order (Order #xxxxxxxxxxxx) placed on 12/13/2015. We're sorry, but we may not be able to deliver your item(s) by the estimated delivery date you received with your original order.
If you still want your item(s), you will need to approve the new estimated delivery date(s) by visiting your order detail page. We will do our best to fulfill the delayed item(s) from your order, but if we can't, we will let you know as soon as possible.
If we don't hear from you, your item(s) will be canceled. You may also visit your order detail page to cancel item(s) if they are backordered or if you no longer want them.
Remember, you will not be charged for any item until it ships. If items need to ship separately, your shipping charges will not increase.
Thanks for shopping at [Reputable Retailer].
Team [Reputable Retailer]
I feel that the default behavior -- what would happen if I took no action -- is wrong.
If I'm reading things correctly, it means that, because of an unexpected delay, unless I do something, my order will be canceled.
Here's what I would have expected:
[Retailer]: Hey, that item you ordered and we said we could get you by Friday... yeah, we're out of that. We'll get it to you as soon as we can.
To which I'd reply either:
Customer: Ok. Thanks for letting me know. I look forward to getting it when it's available.
<OR>
Customer: Oh... well, I really can't wait. I guess I'll have to find another way to get it. Can we cancel that order?
[Retailer]: Sure thing. Sorry for the inconvenience.
Customer: That's ok. No big deal.
But here's what the email I got feels like:
[Retailer]: Hey, that item you ordered and we said we could get you by Friday... yeah, we're out of that. We assume you don't want it anymore. If that's not the case, you'd better tell us that.
If I was ordering something time sensitive, like a pizza or flowers for a wedding, I could see not necessarily wanting my shipment days later. I clearly would have had to make different arrangements. But, for a video game? Sure, I'd like to start playing it next week, but I won't suddenly "not want to play it" the following week.
I sent the above to [Reputable Retailer] in an email. I actually tried using live support chat, but that was like two ships passing in the night. I think I'll post that here, too. We were definitely on different pages. Oh well.
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