Sunday, December 10, 2006

Six Questions For Amazon UK That They Refuse to Answer

1. Why have people who pre-ordered the XBox 360 HD-DVD on the 13th October been told "no drives before Christmas" while those who ordered after that date (on the 17th) received their orders?

2. Why have those customers given a tip off that if they changed their method of delivery from the free 2-3 day option to the expensive 'next day' express option they'd move to the head of the queue, been given priority on any new shipments of their pre-ordered goods, regardless of the date they ordered their item?

3. Why have several of those who emailed you to complain that they had to upgrade their method of delivery for the more expensive option to receive their pre-ordered goods been given a refund of the extra delivery amount and received their goods, while those not realising the games that could be played to jump the queue are still waiting and have no idea of when they will receive their pre-ordered goods?

4. Why no communication from you about your complete inability to deliver to the 'expected date' that you agreed and have rigidly maintained for the last 3 months but which has now long since passed?

5. Why when customers point out their anger and disgust at the way you have no proper priority system, no consistent 'story' for the customers who phone you to complain, no consistency in how you handle orders, do you apologise, say you are taking the matter very seriously, promise you will look into things and get back to those customers, but then consistently and repeatedly not do so? (it's more than a week since you sent promises to those who emailed you that you would 'get back to them')

6. Why have you not learnt the lesson from last year when customers who pre-ordered the XBox 360 from you (not me, thankfully!) found themselves in exactly the same situation with regard to misinformation, automated 'apologies', and assurances that these 'mistakes' would not happen again?

I've complained about Amazon UK on this blog before. I don't understand why so many people put so much business their way when their customer service is so appalling. I guess it's because we're British. We don't complain. We just put up with completely shoddy service and give those companies more business because it somehow appears more convenient.

The HD-DVD discs I've been collecting, in anticipation of the general shortage of the discs as well as the players, will hopefully get to be viewed in a few weeks time now that I've found an alternative import supplier at (£30 over the British price, which is gouging the market, given the cost in America of the unit, but they have a LOT of happy ex-Amazon customers). Needless to say my order placed with Amazon on 15th October has been cancelled and no matter how tempting their prices or delivery estimates might appear they won't get any new orders for so much as a CD or book from me.

Looking back, I don't think I've had a single item delivered by their so-called 'expected' delivery date in all my years of using them, even when such items are displayed as 'in stock'. But, being British, I've carried on using them regardless. Never again! People say I've just been 'unlucky'. My answer to that is that if you pop over to you'll see there's a hell of a lot of people who seem to have been just as 'unlucky' where Amazon are concerned. And must be very happy that their profits are soaring thanks to so many 'unlucky' Amazon customers!

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