Poor internal communication and shipping performance
Written: Feb 11 '09
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Ordered software early on a Friday. I requested Saturday delivery. I spoke with a friendly representative to confirm the delivery on Saturday. The representative stated that I would receive an email with tracking details 5:30 PM MST. The email I received stated that the software was on back order. I wrote an email redirecting the shipment to my job site. I followed up with Softwaremedia on Monday to confirm receipt of my email requesting the shipment be sent next day air to a new address. I even confirmed that I authorized the new address with my credit card vendor. Speaking with the representative they did not have a clear answer on the ship date. I asked that they call their supplier to get a firm date when they could ship the product to me. I asked this due to a time sensitive project I was working on. The next business day the called and confirmed that they would receive the product in on Wednesday and that on Thursday I would receive it. They shipped it out on Wednesday to the original shipping address not the new one requested. This was an error in their warehouse/shipping department. They then re-shipped the product out on Thursday to my job site address.
My main disappointment was in my first communication with the Representative on Friday. It was never brought to my attention that an out of stock situation may occur. For what ever reason (e.g. order volume). Waiting five additional days after committing to a $70 Saturday delivery charge was trying.
Independent of the poor internal communication between their sales department and warehouse and late delivery, the product was competitively priced. It was delivered as a retail version ordered.
Also, every representative that I spoke to was friendly, apologetic, and professional.
I would only order again from them when the receipt of the product was not deadline driven.
Overall 2.5 out of 5
Recommended:
Yes
What product did you purchase or try to purchase? Adobe Master Collection CS4 - Mac
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