Author Topic: Another dumb customer anecdote  (Read 1938 times)

Monkeyleg

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Another dumb customer anecdote
« on: December 24, 2009, 12:48:11 AM »
For the last several days, UPS, FedEx and the Postal Service have been running far behind schedule, misplacing packages, and generally failing to do what people pay them to do. UPS is still accepting money for overnight shipments, but is not guaranteeing that the shipments will arrive tomorrow or five days from now. Nor are they giving refunds for late deliveries.

So, today I had a customer call, wanting to know if I could get an item to him by tomorrow. I explained all of the above, and told him there was a good chance he'd pay $60 extra for overnight service and not receive the item tomorrow.

His response? He said he was going to call another online retailer back, because they had told him they could ship overnight.  ;/

Scout26

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Re: Another dumb customer anecdote
« Reply #1 on: December 24, 2009, 01:40:11 AM »
For the last several days, UPS, FedEx and the Postal Service have been running far behind schedule, misplacing packages, and generally failing to do what people pay them to do. UPS is still accepting money for overnight shipments, but is not guaranteeing that the shipments will arrive tomorrow or five days from now. Nor are they giving refunds for late deliveries.

So, today I had a customer call, wanting to know if I could get an item to him by tomorrow. I explained all of the above, and told him there was a good chance he'd pay $60 extra for overnight service and not receive the item tomorrow.

His response? He said he was going to call another online retailer back, because they had told him they could ship overnight.  ;/

As someone who used to work in the overnight air freight industry (Airborne Express), I used to say "If it wasn't for Human Stupidity and Poor Planning, our jobs would not exist."
« Last Edit: December 24, 2009, 02:18:32 AM by scout26 »
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taurusowner

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Re: Another dumb customer anecdote
« Reply #2 on: December 24, 2009, 01:43:06 AM »
On the bright side, when he orders from someone else and fails to get the package on times, perhaps he will remember that you were at least honest with him about it.

vaskidmark

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Re: Another dumb customer anecdote
« Reply #3 on: December 24, 2009, 07:00:24 AM »
On the bright side, when he orders from someone else and fails to get the package on times, perhaps he will remember that you were at least honest with him about it.

Nope!

All he'll remember is that Monkeyleg refused to provide overnight shipping.

Moral of the story:  if they want it tomorrow, let them pay for overnight express.  Then, when it does not arrive before 10 AM, tell them to deal with UPS/FedEx/DHL/thekidonthebicycle 'cause you marked it overnight & charged them the extra money that never saw the inside of your cash drawer.  But the point is you provided overnight shipping.

stay safe.

skidmark
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They keep making this eternal vigilance thing harder and harder.  Protecting the 2nd amendment is like playing PACMAN - there's no pause button so you can go to the bathroom.

cassandra and sara's daddy

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Re: Another dumb customer anecdote
« Reply #4 on: December 24, 2009, 08:22:12 AM »
some customers are worth not having   that sounds like one
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Standing Wolf

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Re: Another dumb customer anecdote
« Reply #5 on: December 24, 2009, 10:05:40 AM »
Quote
He said he was going to call another online retailer back, because they had told him they could ship overnight.

He's what the Democratic [sic] party has always had in mind.
No tyrant should ever be allowed to die of natural causes.

Monkeyleg

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Re: Another dumb customer anecdote
« Reply #6 on: December 24, 2009, 10:32:50 AM »
Quote
All he'll remember is that Monkeyleg refused to provide overnight shipping.

No, I didn't refuse. I told him that there was no guarantee. If he wanted to go ahead, I would have done as he asked.

Yesterday, out of 48 customers whose packages shipped Priority Mail last week, 9 had not arrived on time. Today that's down to 3, and it looks like those three won't be getting theirs in time for Christmas.

I think I can safely say that those three will blame me, and not the post office or simply bad timing.

grampster

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Re: Another dumb customer anecdote
« Reply #7 on: December 24, 2009, 12:00:54 PM »
Dick, human nature dictates you'll be blamed rather that the customer blaming himself for waiting till the last moment.  In an associated vein, I had a client that I insured his firearms on a special rider on his homeowner policy.  He had about $30,000.00 worth of firearms.  He had a walkin safe installed in his basement.  He called to cancel the inland marine rider.  I tried to talk him out of it, because he had his guns outside the safe a lot and the rider protected him from every peril including stupidity.  He cancelled it anyway.  A month later, he left the safe unlocked.  You guessed it...his house was burglarized, most of his guns were stolen.  He called me and I had to tell him I told you so.  He blamed me for the lack of coverage.
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vaskidmark

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Re: Another dumb customer anecdote
« Reply #8 on: December 24, 2009, 12:49:49 PM »
No, I didn't refuse.

Never said that you refused to provide overnight shipping.

Commented on what the customer would remember.

And you have the nerve to call that guy the customer from hell.  Seems Mr. Pot is becoming a bit paranoid, no?

You sir, are now officially the APSer from hell. :P

stay safe.

skidmark
If cowardly and dishonorable men sometimes shoot unarmed men with army pistols or guns, the evil must be prevented by the penitentiary and gallows, and not by a general deprivation of a constitutional privilege.

Hey you kids!! Get off my lawn!!!

They keep making this eternal vigilance thing harder and harder.  Protecting the 2nd amendment is like playing PACMAN - there's no pause button so you can go to the bathroom.

RevDisk

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Re: Another dumb customer anecdote
« Reply #9 on: December 24, 2009, 01:02:35 PM »
As someone who used to work in the overnight air freight industry (Airborne Express), I used to say "If it wasn't for Human Stupidity and Poor Planning, our jobs would not exist."

Aye.  That's been 90% of my overnight usage.  Apparently "Poor planning on your part DOES constitute an emergency on my part."   Sigh...

Care to guess how much it costs to ship a pallet of lead acid batteries from Chicago to PA in under 18 hours?   All for a dog and pony show.    ;/
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BrokenPaw

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Re: Another dumb customer anecdote
« Reply #10 on: December 24, 2009, 01:12:43 PM »
Care to guess how much it costs to ship a pallet of lead acid batteries from Chicago to PA in under 18 hours?   All for a dog and pony show.    ;/

So much that it would have been cheaper to just buy a pallet of lead acid batteries in PA?
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KD5NRH

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Re: Another dumb customer anecdote
« Reply #11 on: December 24, 2009, 02:56:34 PM »
So much that it would have been cheaper to just buy a pallet of lead acid batteries in PA?

+1  I really have to wonder about the people that are willing to pay several hundred in expedite fees plus several hundred more in hotshot fees for a $15 normal maintenance item they a) should have had on hand for the $20,000-50,000 unit it's used on and b) could pick up locally at most auto parts stores  and probably some hardware stores if they'd just take the old one in and show it to the counter guy.

As a bonus, they never want more than one, even though there's a roughly 10% chance they'll damage it trying to put it in.  (It weighs about a pound, so no significant increase in the fees.)

Monkeyleg

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Re: Another dumb customer anecdote
« Reply #12 on: December 24, 2009, 03:16:22 PM »
Quote
+1  I really have to wonder about the people that are willing to pay several hundred in expedite fees plus several hundred more in hotshot fees for a $15 normal maintenance item they a) should have had on hand for the $20,000-50,000 unit it's used on and b) could pick up locally at most auto parts stores  and probably some hardware stores if they'd just take the old one in and show it to the counter guy.

Yep. Same thing with the guy yesterday. Instead of spending $50 for overnight shipping, why didn't he find a gun or sporting goods store near him that had the item in stock? I'm sure he could have.

I just had another customer bawl me out in an email today. I emailed him back to apologize for the delay and try to explain it. He said "Wish I'd have know you knew there could be a problem and I would have covered myself. Lesson learned."

Uh, if I'd known the postal service might be running late, I would have let customers know. In fact, if I was able to see the future like that, I'd be doing something a whole lot more profitable.

RocketMan

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Re: Another dumb customer anecdote
« Reply #13 on: December 24, 2009, 03:21:35 PM »
I am thoroughly disappointed in you, Dick.  Why do you not offer instant teleportation delivery?  Everyone else does.  :rolleyes:
If there really was intelligent life on other planets, we'd be sending them foreign aid.

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Liberals believe one should never let reason, logic and facts get in the way of a good emotional argument.

Monkeyleg

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Re: Another dumb customer anecdote
« Reply #14 on: December 24, 2009, 03:44:27 PM »
Quote
I am thoroughly disappointed in you, Dick.  Why do you not offer instant teleportation delivery?  Everyone else does.

Because not everyone has Windows 32.3.

grampster

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Re: Another dumb customer anecdote
« Reply #15 on: December 24, 2009, 03:54:55 PM »
I has Windows 32.3.  Ya want me to overnight it to ya? :laugh:
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Re: Another dumb customer anecdote
« Reply #16 on: December 24, 2009, 03:58:51 PM »
Remember, half of the people in the world are below average intelligence  ;/
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RocketMan

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Re: Another dumb customer anecdote
« Reply #17 on: December 24, 2009, 04:08:16 PM »
I has Windows 32.3.  Ya want me to overnight it to ya? :laugh:

Everyone knows the Linux version is better.   :P
If there really was intelligent life on other planets, we'd be sending them foreign aid.

Conservatives see George Orwell's "1984" as a cautionary tale.  Progressives view it as a "how to" manual.

My wife often says to me, "You are evil and must be destroyed." She may be right.

Liberals believe one should never let reason, logic and facts get in the way of a good emotional argument.

RevDisk

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Re: Another dumb customer anecdote
« Reply #18 on: December 24, 2009, 04:30:26 PM »
So much that it would have been cheaper to just buy a pallet of lead acid batteries in PA?

Yes, but we NEEDED Model ABC0976 (Ver 23492.1) that goes in a specific UPS units.    ;/


+1  I really have to wonder about the people that are willing to pay several hundred in expedite fees plus several hundred more in hotshot fees for a $15 normal maintenance item they a) should have had on hand for the $20,000-50,000 unit it's used on and b) could pick up locally at most auto parts stores  and probably some hardware stores if they'd just take the old one in and show it to the counter guy.

As a bonus, they never want more than one, even though there's a roughly 10% chance they'll damage it trying to put it in.  (It weighs about a pound, so no significant increase in the fees.)

Normally, this is the case.  Except pallets of batteries are a bit more "Just in case..." then even I normally call for.  I always keep spares on hand (especially if they're cheap) as a matter of almost religious importance.  The only exemption being stuff that we have a maintenance contract on.  Then theoretically, we're paying them to do that. 

But there are realistic limits to just how much you can keep on hand.
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