Part 1 of 2
My toner ran out last week. This took down my fax, printer, photocopier and scanner.
A price check showed my usual bricks-and-mortar supplier was 25% off the pace.
Keen to save some loot and trusting a 1-3 day delivery promise, I bought online.
Day 1, 2 & 3
I faithfully attended Empire House every day of the delivery window. This wasn’t too onerous, but it did stop me visiting the supermarket, post office and pool.
On Friday I rang the online shop. A customer service chap said that while he didn’t know what was wrong, he would arrange an express courier for that afternoon.
It didn’t happen.
Day 5 & 6
It was the weekend. While I’d rather have scanned the books I wished to sell on eBay, I did find other things to do.
Chief among them was quarantining the emails and attachments I needed to print when the toner turned up.
I rang the shop again. The chap told me he’d arrange an express courier. If not for this day, then certainly the next. To be sure, he gave his name. I told him that:
· I’d been promised 1-3 days delivery.
· I ran a business.
· My fax, printer, photocopier and scanner had been down for a week.
I then asked if he’d add the topic of compensation to his enquiries.
He replied that while he was happy to investigate my case, the only compensation he could offer was an apology.
Impressed by this profound admission, I let it slide.
He rang back. While he’d not solved my problem, he was keen to explain that his was a high-volume, low-margin operation that had barely made 3% on my order. This was why he couldn’t offer compensation.
At this moment, I realised I had a blog post.
Has this happened to you? Do you know how it’s going to end? Post your comments and predictions now and tune in Thursday for Part 2!
Paul Hassing, Founder & Senior Writer, The Feisty Empire