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Background: I ordered a 1GB 200-PIN SO-DIMM 128MX64 DDR PC2700 Pb-FREE Upgrade for a Sony VAIO VGN-B100 from crucial.com on 2/28/2008. That same day at 11:11 PM I received an email from crucial.com informing me that my order had been completed.
"Your UPS Domestic P1 PM - NextDaySaver tracking number is 123456789012345679. Keep in mind that your tracking number will not work until the courier scans your package into their system. In most cases, this takes just one business day or less. If you receive an error message while trying to track your order, just try again later."
On 3/5/2008 the tracking info in the UPS site had a status of nbsp In "Transit" so I decided to contact Crucial.com about this.
Crucial live chat conversation on 3/5/2008
danZenie: yes
danZenie: I want to know why my order has been delayed 93031-666056
Alison : One moment, please, while I review your inquiry.
Alison : I am sorry but I show that your order never went through due to a credit card issue.
danZenie: WHAT!!!
danZenie: that cant be right!
danZenie: I got an email saying the oder is complete
Alison : I am sorry. It is usually just a matter of mis typing the numbers.
danZenie: i didnt type the numbers
danZenie: i copied and pasted
Alison : I am sorry, then you might want to contact your bank. I am not able to see the exact reason why it failed.
danZenie: WHAT ARE YOU TALKING ABOUT!
danZenie: I HAVE AN EMAIL FROM CRUCIL SAYING THE ORDER WAS COMPLETED
Alison : The order was cancelled due to a declined credit card.
danZenie: DO YOU WANT ME TO FORWARD THAT EMAIL TO YOU
danZenie: LISTEN ALISON
Alison : Does it just list a web order number or does it list a tracking number?
danZenie: I HAVE A TRACKING NUMBER
Alison : May I have it please?
danZenie: 123456789012345678
Alison : Thank you. One moment.
Alison : Yes, I was able to find you order. I am not sure why it has not been delivered yet. I will contact UPS and put a tracer on it.
danZenie: You are aware that I paid for the "Next day air saver" service
Alison : Yes I do see that. I can set up a freight memo to issue that back to you.
danZenie: It would only be right
Alison : I will do that today. After I file the tracer we have to give UPS time to find the package so this usually takes a couple of days.
danZenie: YOU GOTTA BE KIDDING ME!!
Alison : No I am sorry.
danZenie: I NEED THAT PACKAGE LIKE YESTERDAY
danZenie: THIS IS REALLY UNACCEPTABLE
danZenie: THERE MUST BE A BETTER WAY
danZenie: I DONT HAVE A COUPLE OF DAYS
Alison : I am sorry. Let me see what I can do.
danZenie: PLEASE DO
Alison : It is too late to ship out anything else today. I show that UPS has your status as being out for delivery today. What I can do is still refund you your freight charges and wait to see if you get the package later today. If you do not I will send out a replacement tomorrow by overnight so it should be there Friday.
danZenie: This is amazing
danZenie: it really is
Alison : What is?
danZenie: THIS WHOLE SITUATION
danZenie: ITS JUST NOT RIGHT
Alison : I am sorry. We shipped it out for you on the 28th.
Alison : Sometimes things do get lost in the mail.
Alison : I am trying to get the situation fixed for you.
danZenie: How much time will you give UPS?
Alison : I will e-mail them today however if you do not get your package tonight I will send out a replacement tomorrow.
danZenie: Something tells me this package wont be delivered tonight
danZenie: Will you send me a status update first thing in the morning or should i return here?
Alison : I will check on the status of the package tomorrow morning at which time you will either have your package or I will set up a replacement. You will then receive a confirmation e-mail with your new tracking number when it is assigned one.
Alison : In the meantime I will issue you a freight credit back to the credit card used in the order.
danZenie: Thank you
Alison : You're welcome. If there is nothing further I can assist you with, I’d like to thank you for visiting Crucial.com. Have a great day.
danZenie: I will have my fingers crossed
Alison : Me too.
Your session has ended. You may now close this window.
Key points: Crucial will check on the morning of 3/6/2008 to see if the package was delivered. If the package is not delivered by then Crucial will then set up a replacement, and send me a confirmation e-mail confirmation about this.
On 3/6/2008 UPS still had a status of "In Transit" so I decided to contact Crucial.com once more for them to follow through on their promise to send another packag
Crucial follow up live chat conversation on 3/6/2008.
danZenie: Hi Jen
danZenie: I had a long conversation with Allison yesterday about my order 93031-666056
danZenie: apparently UPS lost it
Jen : Ok.
danZenie: and she promised she was going to ship another item today if it wasn't delivered by yesterday
Jen : One moment, please, while I review your inquiry.
danZenie: and guess what, it wasn't delivered yesterday
danZenie: here is the tracking link http://wwwapps.ups.com/etracking/tracking.cgi?submit=Track&InquiryNumber1=123456789012345678&...
Jen : Ok, it looks like Alison will be checking on this. She will trace the package when she gets in today.
danZenie: what are you saying?
danZenie: What if Alison doesn't get in today?
danZenie: surely there is a log of our conversation
Jen : Yes, I did read that.
Jen : Let me look at the link.
Jen : I would file a tracer on this package and see what the status is.
Jen : We can do that without Alison.
danZenie: I don't want a tracer, I want you to resend the item
danZenie: We don't need Alison to do business with crucial.com
danZenie: Again, if something happens to Alison it is still business as usual
danZenie: Waiting for Alison to get in is simply wasting more time
Currently experiencing network delays, one moment please....
Network connection re-established.
Jen : We can do that without Alison. We must file a tracer. We have to allow 8 business days for the courier to research the lost package.
danZenie: ARE YOU KIDDING ME!!!!
danZenie: I DON'T HAVE 8 DAYS
Jen : No, it seems that this package isn't getting to you. That means they have lost the package.
danZenie: I NEEDED THIS PACKAGE FOR TUESDAY (3/4/2008) THE LATEST
Jen : We usually allow them some time to research and then send another order out at a no charge.
danZenie: YOU'RE NOT UNDERSTANDING
danZenie: I SHOULD NOT SUFFER BECAUSE OF YOU'RE COMPANY'S DEALING WITH UPS
Jen : I do understand that you need the package.
danZenie: YES I DO!
Jen : I will check into sending this sooner, but we must allow contact back from UPS and a tracer filed.
danZenie: NO NO NO NO NO!!!!
Jen : Sir, you yelling isn't solving anything.
danZenie: YOU EITHER FIND A WAY TO REFUND MY MONEY, OR YOU SEND ANOTHER PACKAGE TODAY
Jen : If you continue to yell at me, I will be forced to disconnect.
danZenie: can you hear me?
Jen : I am happy to assist you and talk with my supervisor, but you will need to at least let me do that.
Jen : Crucial adheres to a courteous, professional code of conduct and asks that our customers do the same during interactions with our team members. If you are currently unable to communicate in this manner, we must terminate this chat session and move on to assist the next customer. Thank you for your cooperation.
danZenie: I am willing to talk to your supervisor, this is your first time presenting this option
Jen : Well, this should have been conveyed yesterday. But, as I said I will talk with him about this. We do make exceptions and I can see what I can do.
danZenie: I don't see where I have not adhered to your code of conduct. But please, let us not waste time. Lets take this to your supervisor
Jen : My supervisor isn't here until 8:00 AM.
danZenie: wow
Jen : I can enter a refund right now, but it will be a little later as I am on this chat session now. I can do it soon though.
danZenie: this is unbelievable
danZenie: so you are currently working unsupervised?
danZenie: Yes, I think a refund is the only way to solve this problem
Jen : Well, sir I am capable of working unsupervised.
Jen : I will enter your refund today.
Jen : Is there anything else I can help you with?
danZenie: I would appreciate an email as soon as it is processed
Jen : I certainly will, sir.
danZenie: I would also appreciate if this could be done ASAP
danZenie: I will take my business to Kingston
Jen : I am sorry to hear that. I would love to assist you, but need a little time to do so.
danZenie: I'm very sorry also. At this point I just want my money back
Jen : Ok, well I will do it on my break as I am chatting with three others. Again I am sorry that the courier lost your order.
Jen : I just printed this chat.
Jen : I will also forward the conversation to my supervisor.
Jen : If there is nothing further I can assist you with, I’d like to thank you for visiting Crucial.com. Have a great day.
danZenie: I will once I get your email about my refund
Jen : Yes, sir.
Jen : That will be at 9:30 AM MT.
Key points: How could Crucial suggest that business has to be put on pause if one of their employees is not available to handle a specific issue? How could Crucial suggest that I allow 8 days to find out the status of a package I ordered using the “Next day air saver” service? The Crucial employee claims to be able to work unsupervised, yet we have to wait for a supervisor to be able to make an “exception”. At the end of the conversation on 3/6/2008, I clearly stated that I no longer wanted Crucial to send another package, instead I wanted a refund. Crucial agreed to have this done at 9:30AM MT of the same day.
Crucial follow up live chat conversation on 3/7/2008.
danZenie: Hi Jen
danZenie: We spoke yesterday
danZenie: do you remember my case?
Jen : Yes, I do.
danZenie: I haven't received any status update with regards to my case
Jen : Well, I let Alison know who came in as planned and sent out a replacement order to you.
Jen : She would have called you or something?
Jen : One moment, please, while I review your inquiry.
danZenie: I didn't asked to be called, I asked for an email with and update
Currently experiencing network delays, one moment please....
Network connection re-established.
Jen : So, you want a refund then?
danZenie: that is what we agreed on yesterday
Jen : One moment, please, while I review your inquiry.
Currently experiencing network delays, one moment please....
Network connection re-established.
danZenie: Jen, during our conversation yesterday I stated that I wanted a refund
Jen : Your return for refund is 40775775. That will be processed ASAP.
danZenie: Can you please confirm the total of this refund
Jen : Yes.
Jen : 82.38 and I believe their is a refund for the freight that is separate too.
danZenie: can you confirm that there will be a refund for the freight
danZenie: given that I paid for a service I never received
Jen : Yes, that is 40775286 for $12.99.
Jen : Yes, we do apologize for the courier error in this instance.
Jen : I do wish that there was something else we could have done for you.
danZenie: what is this "40775775" number you mention? Is this an invoice?
Jen : That is a credit memo.
Jen : Actually both are credit memo's.
Jen : Ok, is there anything else I can do for you? I do apologize for the inconvenience.
Jen : If there is nothing further I can assist you with, I’d like to thank you for visiting Crucial.com. Have a great day.
danZenie: Nothing further
danZenie: take care
Jen : You too!
Key points: How could Crucial ask me on 3/8/2008 if I still wanted a refund? This was clearly stated and agreed on at the end of the conversation on 3/7/2008.
Conclusion: I will never again do business with Crucial. Good memory, but the worst support I’ve ever experience during an online purchase. I clearly understand that it is not their fault if the courier losses a package, but apparently Crucial did no understand that it is also not my fault. If the client is to be happy, you resend the package, or refund their money ASAP. Handle the situation with the courier on your own time, and let me be.
Note: Some names were changed, and some misspellings corrected.
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