devRant - A fun community for developers to connect over code, tech & life as a programmer

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.