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@jhh2450 To be clear. I have no issue with the representative. I’m just relaying her responses.
My problem is not with any customer service representative, they are just doing their jobs.
My problem is that as a company their entire purpose (for Amazon ordering, not AWS etc) is to complete the last mile (get it to my door). This is the advantage they have. So instead of walking/driving to the store, waiting in line etc.. instead they ship it right to your house.
If this is the service they provide (which it is) then they have failed to provide this value.
They have failed as a company, but it has nothing to do with their reps.
Also, the sentiment of “call the shipping company” is complete bullshit, I have to be honest with you.
The fact is that I did NOT order from Purolator, I did not select them as my shipping service (in fact I would choose to never use them if Amazon gave the option) and therefore it is NOT my responsibility AT ALL to deal with them. End of story. -
Omg. Just had a similar experience.
Ordered a tv.
Delivered by Hermes (terrible freelance delivery in cars by normal people)
Tv arrived broken (smashed panel from an obvious impact)
Contacted amazon.
Have to organise my own collection.
They refund me for postage (not so bad)
It reached them Monday
They finally tell me today (Tuesday) that it might take 3 weeks for them to get around to processing it
Can’t replace as it’s out of stock except for third party sellers
I bitch pretty hard by the end
They finally give in and refund it without processing it
It’s taken nearly a week to get an actually acceptable resolution to this.
Asked if I could have a specific carrier deliver it, as there’s a better model I maybe wanted, but didn’t want the same shit.
Was told no, and that they can’t do anything their end either, it’s entirely up to the all powerful automated system.
These things are great until they’re not. Customer service utterly destroyed by the tech. -
@leanrob Right, so they need to install a service because it inconveniences like 1 person every 100,000 orders (probably even more than that)? It's just not worth the effort and time it'd take to legally get that set up. It sucks for the OP, but I mean, that's life...it sucks at times. 🤷
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@jhh2450 your entitled to your opinion, no matter how wrong it may be.
I just hope you don’t decide to start a customer-centric business is the future. You will fail with that attitude.
The fact is that no one is asking them to change for a single customer.
The representative made it clear that this is a consistent problem with Purolator that is hurting their business.
Yes, they could have the very same attitude you have (and go out of business) or they can make sure that all of their 3rd per partners are providing a good service. -
@leanrob You do realize if Amazon lost every single customer in Vancouver, it wouldn't hurt them one single bit, right? They can't make it a priority to fix something in a market with only 300k people when there's markets with over 10x the population of Vancouver.
Chances are they're trying to work on it, but again, legalities are a bitch. Things take time to work out and fix. -
@leanrob If you think Amazon is actually on the same level as those companies....lol
A company worth around $700 billion isn't just going to immediately collapse because they don't worship the ground small markets sit on....
And when they do start their decline in 20 or 30 years, it won't be because of them not worshipping small markets... it'll be changing times, and other factors. -
@Root There's 6,000 orders per minute. Say each order is gives a $15 profit. 6,000 x 15 = 90k per minute.
Yeah totally worth weeks of negotiating and working for less than 90 seconds of profit. -
@jhh2450
The time required to recoup the lost profits is completely irrelevant. It's saying "the rest of our business is great, so we don't have to care about this." Or "I have nine other toes; who cares if this one is broken? I can just ignore the pain."
You should instead be looking at the total profits lost divided by the cost of implementing a solution. The higher the number, the better the idea, and the higher the return on your investment.
Also consider:
• lost future sales due to damaged/failed deliveries
• lost profits from lazy/unreliable/theiving carriers
• bad press
The losses add up, and fairly quickly, too. -
@Floydian Totally agree there; however, this case is slightly different in that many orders in the same area are affected by something Amazon is doing themselves, and it puts the customer out. Thus, Amazon not doing something hurts future sales. It's also quite easy for Amazon to remedy: it's not something the user needs to do, or even to be aware of: they just need to chastise, sue, and/or replace the problematic carriers.
tl;dr: it's an easy, cheap fix for Amazon, and beneficial for them to pursue.
Related Rants
There's a meowing duck hidden in Amazon's html code
Fucking Amazon rant again...
TLDR: Amazon specializes in “the last mile”. They are repeatedly allowing a 3rd party shipper (Purolator) destroy their main value proposition. Thoughts at the end.
Me on the phone with their support...
Me: so it says my package was attempted to be delivered today. I did not get a call or notification or anything and I have been working from home all day to wait for the package.
Support: -Sigh- yes, I can see it was Purolator we have been having trouble with them lately.
Me: ok, so are you able to see what happened?
Support: let me put you on hold.
.......
Support: So they said they will not call for a delivery, did they use your building buzzer?
Me: Nope, just stood outside the building and then left I guess.
Support: -sigh- Well you can pick it up at their depot. Let me get you the address.
Me: The one by the airport?
Support: Yes it looks like it is about an hour away from where you are. And they are only open during work hours.
Me: So, after working from home to get this package you advice is to take 3 hours off work and go there to pick it up?
Support: Well, we can refund it? If thats what you want.
Me: No, I would like the package I ordered please.
Support: There is nothing I can do sir.
Me: So before I hang up let me see if I have it straight. When I order a package from Amazon, do I have an option of who ships it?
Support: No, I’m sorry but that is decided on our end.
Me: And I have had this problem before with this shipping agent. So, your telling me that when I ship things to me with Amazon that I have no control of wether I even get the package? Your telling me it is literally a coin toss as to wether or not I ever get my package?
Support: yes sir, I’m sorry but that is all I can do.
Me: So you realize that, for example, if I went to my local grocery store and it was a coin toss that I could take my groceries home (even after I paid for them) then I will always go to another store....
Support: yes, I know. There is nothing I can do.
Me: So from now on I have to order items, wait for them to be shipped, check the shipper and then cancel the order of it is them?
Support: -sigh- you cannot cancel an order after it has shipped...
Me: wow. Sure is great being a prime and audible member. I get fast delivery of 50% of my packages and no delivery at all of the other 50%. Sorry for the sarcasm...
Support: I’m sorry I can’t help more.
Me: So just to clarify. I can expect NOT to get the package I ordered?
Support: sorry
Me: have a nice day.
————
Here are my thoughts as a student of business...
Amazon specializes in “the last mile” (in their delivery service anyway) and when they deliver the package they also deliver on that value proposition.
However, now it seems that one of their shipping providers is failing at getting packages that last mile, which is resulting and destroying the idea of their value proposition in a customers eyes. (Affecting more than me as the rep said)
Now, instead of believing that Amazon will get things to me, saving me that last mile trip to the store etc., I firmly believe that it is a toss up as to wether I will ever receive my package (based on carrier)
I know that if I was in Amazon’s position (a carrier hurting my overall value proposition with consistently unacceptable service) that I would come down on them with a force they have never seen or drop them entirely.
But of course, every company reaches a point where they have such market share and sway that they take their eye off the ball when it comes to their value proposition to customers.
rant
support
amazon
shipping