Originally Posted by LmG
Lets all acknowledge that FCPU realized they made a mistake and offered to send the missing part to the buyer free of charge.
This is precisely why this is a 17 page post. This is exactly where the disagreement occurs. Everyone makes mistakes. That's not the issue.
Your phrasing here sums it up, "free of charge". What would be the alternative? Have me pay all of the shipping cost on an item I had paid for a week earlier that they mistakenly forgot to ship? In hindsight, I wish I had gotten the difference refunded and taken my business elsewhere. Some say I'm lucky to have gotten the missing part at all and that FrozenCPU shouldn't have sent anything? Those people obviously haven't considered inventory count, by lack of experience (knowledge) in the field. The kids in this thread should consult their parents on these kinds of matters. Their parents have more knowledge on these subjects. I do not mean that as a slight, but there is no other way to phrase it. I wish I still had mine to consult.
Every company keeps an inventory. By simply checking how many of the item are currently in stock against how many are supposed to be in stock, they can easily deduct if there was an error on their part. 5 in stock, we should have 4, the extra must belong to that guy. They were not doing me a favor by taking my word. All they did was make a mistake and then offer to rectify the situation by sending the item the same way the original order was sent. It takes 5 days to reach FL from NY via fedex 3-5day ground. 5 days was too long for me to wait on their mistake, regardless of my schedule. Especially since it only cost them $19.44 to upgrade shipping to overnight. Companies get great discounts on shipping, which is why it was so cheap to upgrade. I had done everything correct, yet FrozenCPU wanted to make me wait 5 days on their error. This was after I found the error myself, looked up their number, called them and spent my time. After I've gone out of my way to explain their error, they want to charge me $19.44. It's such a small amount of money that it would have been nothing for them to write it off. Instead, now I have to spend more of my time looking for my wallet, and reading out my card number over the phone for that minuscule amount of money. At that point, they would rather have the $19.44 instead of having me as a returning customer, which I would have been. Make all the assumptions you want, but it was poor customer service.
When they've made an error and it cost $19.44 to correct it and not ruin a customers experience with their company, why wouldn't they? Why does it matter how the first shipment was shipped? If I had paid the priority shipping in the beginning, does that make me a better customer or do they pay more attention to priority shipped orders so they don't have to pay in case of a mistake? I thought I was choosing a shipping schedule, not the level of attention to detail of my order and the service I was to receive if there was an error.
My schedule is irrelevent.
Prior shipping is irrelevent.
Their company policy is irrelevent. (only because they broke company policy, resulting in a ruined customer experience)
The only relevent info is that FrozenCPU forgot to ship a Radiator to a customer and was only willing to ship the part in a manner that the customer would recieve the part 5+ days later. The line between everyone in this thread is drawn based on whether taking 5 days to fix their error was acceptable or if it should have been faster. How good should customer service be, to be considered good customer service.
This thread really has snowballed into something massive. It amazes me, but I still believe the same as I did before I posted this thread. A business should be held responsible for it's errors the same as everyone else. Errors should be rectified quickly and precisely, not at the convenience of the one that has made the error but at the convenience of the one the error has harmed. Waiting 5 days is unacceptable. Customer Support is the backbone of a successful business.