A friend once told me to be prepared to be disappointed in a purchase of goods or service 50% of the time. I thought he was just being surly. What does this mean?
Our new e-book series on CD product is ready, so I needed a Lightscribe(TM) drive to create the labeling. I’d borrowed a friend’s laptop to create the first few discs, and the labeling from his drive was perfect. I was able to take the promotional photos and start advertising. I couldn’t keep using his drive, and needed one of my own to produce our discs.
I bought a brand-name external drive from a well-known technology online retailer I’ll call “Company”, thinking that the brand-name drive would be of good quality especially with all of the positive reviews I’d read about it. I also purchased the same brand-name writable media. The order arrived quickly and in good condition. However, the drive produced Lightscribe(TM) labeling of streaky, banded quality. Arghh! I definitely will not sell our CD product with that inferior labeling.
So I attempted to use the Company website which indicated that I should request a Return Authorization following their online process, but the form would not let me proceed. So I called their customer support to request an RA#, and received one. (The fellow on the phone said that they no longer allowed the request online, and couldn’t answer why the process was indicated on their website as the preferred method.)
So, the UPS label was sent straight away to my email, and the fellow on the phone said it contained the RA#, and to pack and return the item.
I packed up and shipped off the offending drive.
Then the next day, I received another email that said I must print a form, sign it, include the RA# and it must be included in the returned package. Okay. So I printed, signed and sent it to the warehouse, hoping they can match up the already-sent package with the form.
Then the next day, I receive an email saying my RA# has been approved and that I can send the package for return. WTF? I believe they have the notification process completely backward. So, I’m disappointed in the product, and then disappointed once again in the process.
I’m not angry or even frustrated, just bewildered. Is it just that my expectations are too high?
If the processes that you deal with on a daily basis go at least moderately well, you should be pleased.
I’ll eventually forge ahead into the internet-shopping wilderness again. Stay tuned for our new product progress.