Bad Customer Service, The Technology Trap

Fujifilm FInepix HS10
The camera that I did not get

Today was one of those days when I was expecting to get my new Fuji Finepix HS10 bridge camera from SimplyElectronics. I say, “One of those days” because I have been waiting for its arrival since SimplyElectronics took my name, email address, home and work addresses and phone number… and my cash last Friday.

I’d popped off a couple of emails to the company regarding the expected dispatch date, given that the ‘My Account’ details on their site had warned me that I needed to contact them. Their auto-email responder works like a dream, providing a boilerplate response in reasonably short time.

Thank you for contacting us!

We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within one business day (Monday - Friday, excluding public holidays)

...

Ensuring you our best services at all times.

Their theoretically informative responses, on the other hand, are rather less rapid and when they do arrive, they’re even less informative.

For example, “Can you tell me when the camera will be dispatched…

Has yet to be met with any response other than something that I can only translate into:

“You’re giving me bare grief… leave me alooone…” or the equivalent

Oh enough of this fartbagging around!
This is the kind of Internet nonsense that I hate to read on Twitter or Usenet in 1992. I ordered a camera, the retailer’s technology and the people didn’t work. I didn’t get my camera when I wanted it, so I cancelled it and now the retailer is not confirming my refund.

Everybody gets this. It happens all the time. I was annoyed, the people replying to me emails were probably cheesed off that their software and ‘logistics department’ had screwed up again. I can imagine them leaving on the dot of 5:30pm, shrugging their shoulders, heads down into their coats, blaming the other departments for lost sales and lost customers before heading into the industrial estate and its drably themed pub.

I’ll get my money back, with which I’ll buy a new camera that I can honestly live without but would be nice to have. Poor Zoe and Matthew at SimplyElectronics will still have to exit into the industrial estate, towards the Flying Synergy or the Logistician’s Arms or The Bright Hills pub. Life goes on.

2 thoughts on “Bad Customer Service, The Technology Trap

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