Tuesday, July 1, 2008

Dear customer: #$%@ you!

I really like eBags. I like the website - it's my favorite shopping site. And I really love their house brand. The products are terrific.

But they've now ticked me off. I've recently ordered a few items from them. And the last two orders were messed up. With the same problem. Both times, their website listed the order as having been delivered. Both times there was a list of items that had been in the order with a tracking number for each item ordered. And both times, even though the site listed an item as having been delivered (with other items), it was left out. In other words I didn't get all the stuff I ordered even though their website told me I had.

If I didn't already like them so much they would be on the banned list. But I do like them. So I asked the online chat rep what was going on and what they would do to make sure it didn't happen again. And I got a totally lame scripted answer. You can read the transcript of the chat session below. I'm noticing more and more customer service reps are following a new script which includes over the top politeness. I suppose that's OK. But that needs to be layered on top of functional delivery. Answer my damn question! I'd rather have a surly rep answer my question than a sweet one evade it.

Chat InformationPlease wait one moment and our specialist will be right with you. We thank you for your patience!
Chat InformationYou are now chatting with 'Smith'
Smith: Thank you for using eBags Live Chat support. May I please have your name to make this session more interactive?
you: Adam
Smith: Hi Adam!
you: I am inquiring about order XXXXXXX
Smith: How may I help you?
Smith: Please give me a moment, let me see what I can find here.
you: I received everything but the packing cubes. The package was delivered. Your website tells me that the packing cubes match with a tracking number that had a bunch of other items as well. Those items were in the box and the cubes were not.
Smith: I am checking on that.
Smith: Please give me a moment.
Smith: Did you receive all the items except the item - eBags - za Portage Mini Toiletry Kit - Denim ?
you: I got that kit. I didn't get the packing cubes
Smith: Oh ok.
Smith: Please give me a moment.
Smith: I have sent a request to our warehouse to confirm that the missing item - eBags - Packing Cubes - 3pc Set - Titanium can be shipped out. We will follow up with an email once we have confirmation.
you: Thanks. This is now the second time this has happened to me. Twice in a row actually. Why?
Smith: I sincerely apologize for any inconvenience and frustration this has caused you.
Smith: We will contact you with the exact status of this missing item via email as soon as possible.
Smith: I appreciate your patience in this regard.
you: OK. Apology accepted I suppose. But something is broken in your supply chain. Can you tell me what will be done so that this doesn't happen a third time to me?
Smith: We will make sure that this issue does not happen in future.

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