BEING NICE TO CUSTOMER SERVICE – Marilyn Armstrong

Usually, by the time I call customer service, I’m already mad about something. It’s just the way life is in these crazy days of long hold times, people who speak some other language, but whatever it is, it’s definitely not one you speak.

Kaity and camera (and phone too)

Last night I went to look at an order I placed on Amazon. It was for a camera. Birthday present for my granddaughter. Believe it or not, she has finally worn out her camera. I offered to get her a new one last year, but she really loved that Canon and couldn’t believe it could ever wear out.

Well, they do wear out. If you read the fine print, every camera has a “designated number of shutter hits.” Usually, it’s somewhere around 150,000 which sounds like a huge amount, but if you take a lot of pictures, over the course of seven or eight years, you can run up some pretty big numbers. A few weeks ago she admitted the camera was slowing down and not delivering like it used to.

I wasn’t surprised. In the olden days, we’d send the camera into the shop and have it rebuilt, but you don’t do that with electronic cameras. When they die of old age, you replace them. In the time since I got that camera — 2011 I think — the Canon DSLR has undergone considerable changes.

In keeping with my understanding of what she really wants as opposed to what I want for her, I knew she wanted the same camera. New. Faster. But basically, the same otherwise. So that’s what I got her.

From the Canon T3, we have moved up to the Canon T6. It is not one of Canon’s top cameras, but that’s what she wants. She has lenses — one for each birthday.

Kaity looks for something to shoot …

I found a seller on Amazon who had the camera body only, no lens. Just the body, battery, charger, eye-cup, strap with and a full warranty for a good price. I bought it.

And when I went to look at delivery schedules, there was a big “PROBLEM WITH ORDER” showing, but no information about what the problem could possibly be. Since I had already paid for it, it wasn’t money.

There were only two other possibilities. They ran out of the camera and I was supposed to wait for them to restock (no way) — or they realized they needed to raise the price. In fact, they had already charged me $10 more than their list price. I really hate when they do that.

I had a funny feeling they were going to ask me for even more money. I noticed in their new listing, the camera’s price had gone up by more than $50, which made it the same price as every other Canon Rebel T6 camera.

I didn’t have time to wrangle with the seller. Since I hadn’t placed the order directly with Amazon, I understood it was sort of their problem, but also, sort of not.

It was late, maybe two in the morning. I got a customer service woman on chat. I explained this was a gift and I didn’t have time to turn this into an extended issue. I needed to just cancel it, get the money back, and order the camera somewhere else.

I said: “This is a really popular camera and there are tons of them on Amazon and elsewhere. I wasn’t expecting a problem or I’d have ordered sooner.”

Honestly, I forgot to order. I meant to, but I was looking to see where the best deal was and didn’t actually order one until a few days ago. I wasn’t expecting a problem, so I didn’t think it was a problem.

Kaity

I told her I understood it wasn’t entirely in her control since Amazon was not the seller, but I could not wait a week for them to figure out what to do … and surely there was nothing to prevent me from canceling. They obviously hadn’t shipped it.

She assured me I’d she’d make sure it got canceled and I’d get all my money back. Then she sent me a letter saying “thank you for being so nice.”

No one ever says that to me because usually, I’m not all that nice. But Amazon has been good to me, so I try to be nice in return. They always try to work things out for if they can. Not only did she say thank you, she gave me the secret telephone numbers to get hold of Amazon service directly! That’s like the keys to the kingdom. NO ONE gets those numbers.

Canon Rebel EOS T6 DSLR bundle

Plus a $30 credit — for being nice.

Me?

Ultimately, I bought the camera where I usually buy cameras. It cost a little more, but I got the normal zoom, which I knew Kaitlin wanted. It came with a case, a few filters in a nice little case, battery with charger, a good quality SD card, and Corel software.

I spent an extra hundred dollars, but she got a better setup — and I know Adorama will ship it quickly, pack it properly, and provide a real warranty. They have a physical address in New York. I used to shop there years ago when I lived in New York.

Being nice apparently has some good points.

ON A SCALE OF ONE TO TEN – Marilyn Armstrong

RDP – #31 SCALE

On a scale of 1 to 10, asked the survey, how do you feel about our delivery service?

I have been a patron of Amazon for quite a few years. Maybe eight or nine at this point? They have always been easy to work with. They’ve had their issues, of course, and there have been bumps in the road, too. I’ve gone with them over the bumps to the smoother paving down the road and I really thought we had worked it out.

Then, they decided to add their own delivery service because … well … money and all of that. Amazon Logistics was going to be their own special delivery service. This would be the one who could get you your package in 24 hours, even on Sunday or a national holiday. Good idea. Unfortunate location.

It was a perfectly reasonable theory, but they didn’t understand there are places in this world where the standard GPS doesn’t have a real grip on location. It thinks all the roads are driveable. Maybe if you are in a jeep and very careful about the swamps through which you are passing and you never stray off the narrow road, you might get here. If not,  the mud will joyfully suck your car all the way to your door frame.

The Blackstone Valley is that kind of place.

We get deliveries. We get deliveries almost daily in non-snow months. I do a lot of my shopping online. We are both getting older. Not hauling heavy boxes and having them delivered make life easier. UPS, FedEx, and the USPS are daily visitors. They have no problem finding our house or getting our packages to the table by the rear garage door. But their drivers know the area and they know to not take the back roads.

No one goes on those back roads unless they are afoot and looking for interesting photos … or their dog really loves that swampy smell.

Logistics, on the other hand, has yet to find us. Ever. They sometimes deliver our packages to other towns. Our neighbors. The middle of the woods. A number of them have simply disappeared, never to be seen again. Moreover, they have set up this cool delivery service so you can see the truck on which they have loaded your package and follow its movements as it advances towards your house. In theory.

Yesterday, I had a package coming. Free 24 hour delivery — so what could possibly go wrong?

I watched the truck from when it was up in North Uxbridge. They said there were six more stops before us. We are always the final stop.

I watched the truck as it left its delivery point and supposedly head for our house. It was about 2 miles away. All the driver had to do was turn around, get back onto Route 146A, drive one mile. Make a right. Go one more mile and voilà, there we are. You can see the house and the driveway on Google. It’s a little harder in the summer with all the leaves on the trees, but we aren’t hidden behind a fence or a hill.

And, as I already mentioned, UPS, FedEx, and the post office have no problem finding us. Apparently, neither does Google.

Our delivery woman headed — not towards the main road but via our most twisting, tiny roads which wander through woods and swamp. They will, if you know how to do it, eventually– after crossing the Misty Meadows Golf Course — get you here. It’s not the shortest or easiest easy way to get anywhere in this valley, but if you make manage to make it to the other side of the golf course, go straight ahead on Chocolog Road. You’ll be in our driveway chick-chack. We are a blink away from the golf course. You can walk there from here. Even I can walk there from here.

She didn’t go straight ahead onto Chocolog road. Obviously hopelessly lost, she made a left back onto West Street and headed for Milford. Into the “delivery instructions” box I typed “YOU’RE GOING THE WRONG WAY! TURN AROUND!”

She didn’t turn around and the truck trundled on towards Milford.

“No, no,” I cried into my computer. Then I got myself on the phone to Amazon. For once, it didn’t take me an hour to find their number and I very quickly explained that the truck had gone in the wrong direction and was leaving my town and heading who knew where. I wanted her to come back. Now. Before my package vanished, never to be seen again.

Eventually, I realized that by some kind of magic, the truck had landed in my driveway. I was still ON the phone with Amazon. I then realized she wasn’t getting out of the car to deliver the package. I took the phone and the Amazon lady with me. Barefoot down the steps and up the gravelly driveway to the vehicle.

“Give me my package,” I said. It was late, almost seven. I was hungry. I’d been awaiting the package all day.

“I can’t give you the package,” she explained, her voice sensual with her lovely West Indian accent. “I need your access code.”

Access code? What access code?

“Is the package addressed to this location?” I asked.

“Yes,” she said.

“Is it addressed to Marilyn Armstrong?” I questioned.

“Yes,” she said, “But you need an access code.”

What access code? I’ve never needed an access code for Amazon or any other delivery service. Not even when Apple was delivering two computers.

By then, Garry had arrived. I could see that blood was going to be spilled in my driveway that warm summer evening.

“Give me my package, ” I said, gritting my teeth. “Give it to me.  Now. You are at the right address and I am the designated recipient. You are NOT leaving here without giving me the package.”

“Let me speak to her,” said the Amazon Lady.

An argument ensued. Eventually, I got the box, which was labeled “oversized” even though the item inside it was a small, still camera. I guess they ran out of normal-size boxes. I let it pass. “Just give me the box, please. Now.”

She handed me the package, worried that she had not gotten whatever code she thought I should have. She had already noticed there wasn’t any code on the box, so I’m not sure exactly how she would know if I had a code or not.

As I trundled back up the stairs — my feet felt sandy and stuck with little pebbles — the Amazon Lady said she was going to try to make them never send Logistics to my house again. I said that seemed like a fine approach and I was very sure it would be a good solution.

So.

On a scale of 1 to 10 — what would you give this delivery? 10 for the helpfulness of the lady on the phone? Or minus two for whoever designed the GPS for the driver.

Suggestions?

EVEN GOOD CUSTOMER SERVICE HAS ISSUES – Marilyn Armstrong

My son ordered a label maker from Amazon. Not terribly expensive and not an obscure product. He got it on time, but when he opened the crate, it turned out to be an empty case. No label maker in it.

He was going to return the empty box.

I said: “Don’t be silly. You don’t return empty boxes. That will confuse everyone. They will want to know what happened to the label maker. You get in touch with them. They will fix it.”

I said that with confidence because they always try very hard to fix problems at Amazon.

“You can’t get in touch with Amazon,” he said.

“Oh yes you can,” I said.

“How?”

“Ask for the number or to chat live. They really will fix it.”

“How do you do that?”

The answer is not complicated.

Go into the customer service area. That is a bit circuitous, but if you use Amazon a lot, you figure it out. It needs to be about an order, so you should know exactly what your problem is and what you want them to do about it. That is pretty much true for all customer service.

After you are in the right area, type: “Need telephone number for Amazon customer service.”

They ask if you want them to call you (which they will do literally instantly) or would you prefer a chat? They prefer chats and so do I. It’s faster. Also, I can copy and paste information from the order into a chat file. That’s harder on a phone call. Not impossible, but harder.

I got the chat. Explained what happened. She said “Oops, sorry. Tell him he can keep the box and do whatever he wants with it. We’ll send him a new one.”

The would ship it as soon as possible. I called Owen back.

“But how did you know who to talk to?”

I explained I had talked to the guy at customer service and the new order was already in the order file, price $0.00. Shipment probably overnight.

Good customer service does make a big difference. Well-served customers keep coming back. Angry customers don’t. You hear that Dell? You hear that Apple? Got that Microsoft? Anyone listening at DirectTV, Charter, or AT&T?

Happy customers come back and sometimes bring their friends. And family. If you make us mad, we go elsewhere. Just saying.

The shipment arrived yesterday and guess what? It was another empty case. One empty case was not a big deal. Two? They have a shipping problem. Especially because this second box came with a big label on it that said: “CASE ONLY!”  I have to assume the shipping picker either had no time to recognize that the label maker had to be taken from another shelf and put into the case, or couldn’t read English.

I gave up. Although they offered to ship it again, there was no guarantee that it wouldn’t show up empty again. They refunded the money. Sometimes, you have to know when you’re beaten.

Good customer service helps, but so does getting the order right.

IT MUST BE ME – Marilyn Armstrong

It can’t be coincidence. There has to be a reason. I have spent literally every day for nearly a week on the phone with customer or technical support. Earlier, it was computers. The PC, iPad, Macbook Air.

I got through it. I am alive to tell the tale.

All computers are working except the PC which still won’t accept the download from Microsoft. They try a couple of times a day and it gets rejected each time. Eventually I’ll call and find out how it’s going on, but they said it might take a few weeks — not to worry. I’m not worried, at least not about the PC. It is working fine.

Today, Garry put the laundry in the machine and kindly offered to vacuum the rug. At some point, he stopped and I emptied the cup where the dirt goes (is there a name for that? and put the dirt thingie back in the machine. Which is what we’ve done dozens of times.

Pushed the on button. Nothing happened. No clogging choking sounds. No sounds at all. An utter silence where there ought to be something, at the very least, a sucking noise.

After accusing Garry of breaking another vacuum cleaner, which he instantly rejected as he hadn’t done anything except vacuum our 4 by 6 rug  and a bit of the floor … which, he pointed out, was voluntary … and there I was accusing him … FALSELY … of malfeasance. In my own defense, Garry has slain more than a few vacuums  so it wasn’t such a big leap.

This time, it just died — on its own.

I reviewed the machine. I checked the brushes. Put the plug in a different outlet. This machine isn’t rechargeable and has a 25 foot cord. I have heard, though, that other machines have this problem. Apparently something in the electrical box pulls apart during use. Easy to fix — if you can fix something electrical. Which I definitely can’t. I’m not even sure why electricity doesn’t come slithering out of the walls on its own.

I switched it on again. Nope.

Turned it off. Resisted the temptation to give it a whack with a hammer. Did it again and again because I couldn’t believe it would just stop working, for no reason, when there had been no previous problem.

Finally, I said: “Well, for once, I actually bought a warranty.”

Why? Because these little lightweight machines don’t hold up. I’ve never had one survive longer than a year. This one didn’t make it to six months. Five months, less three days, actually. The warranty cost only $10, so I said “You know what? I’ll buy it.”

I found the warranty and the website. They wanted information in formats I couldn’t provide, so finally I called them. The third time, I got a human on the phone. She said it was still under the manufacturer’s warranty, so they should take care of it. She called them as a three-way call.

Shark offered — IF I sent it back — to send me a new one for just $20 … plus tax on the full price ($8) — and I would have to buy the box. Which, considering this is a vacuum cleaner, would be another $30. But they’d pay for the shipping.

Wow. That’s real service.

Moral of the story? A limited warranty is worthless. In years of buying things with limited warranties, never has one of them paid for anything. Limited means “You’re kidding, right?” If it’s limited, it’s not a warranty.

Eventually, the SquareTrade representative said “Shark is giving you a ridiculously hard time, so we’ll just honor our warranty and refund your money. Let’s hear it for SquareTrade!

“And I won’t,” I commented, ” be buying another Shark.” But I don’t know what I’m going to buy. I can’t push a heavy machine and Garry’s getting tired too. Maybe an Oreck Commercial type.

They  break too. I know. I owned one and the belt broke almost every time I used it. Of course, that was years ago, so maybe they have improved. I sure hope so.


Is it me? Do I have some kind of weird problem with service? Or do they do this to everyone? If this is how the world is turning, life is going to be a total bummer … even worse than it already is!


From start to finish, this event took almost four hours. Four more hours spent dealing with customer service and I didn’t shout at anyone, not even once. All for a $99.99 vacuum cleaner I bought last December that should still be working.

Oreck vacuumI used to earn that much every other hour I worked and now, I do this for free. It must be some bizarre karmic thing because nobody who isn’t working for customer service should spend this much time talking to them.

It was a pretty good machine — for its brief life of just under five months. I noticed that Amazon isn’t selling it anymore. Shocking.

I wonder why not?

MORE STUFF – WORLD SHARING!

Share Your World – January 29, 2018


If you had an unlimited shopping spree at only one store, which one would you choose? Why?

Can I make that Amazon please? I would head for the cameras and computers and possibly automobiles. Maybe pick up a couple of trikes for Garry and I. I could spend a lot of money at Amazon. I’ve got some serious wish lists going.

Amazon boxes delivery

It’s also the only place I know that has pretty much everything I want — other than repairs for the house, though it does have parts I need to fix the house. And they deliver in 2 days! It doesn’t get better than that.

What is the worst thing you ate recently?

I do all the cooking and I cook pretty well. I can’t remember the last bad meal I’ve had.

oven rice counter
Dinner, anyone?

 

So I have to say there really isn’t any worst thing. I didn’t like the ginger jelly I bought, but it wasn’t terrible, just not as good as I had hoped.

Name five things you like watching … 

We are truly watchers of so many things it really would be impossible to name. But we are very fond of late night comedy — Colbert and Trevor Noah, for two. John Oliver for three. NCIS. We’ve been re-watching the entire “Blue Bloods” series.

trevor noah the daily show

Intermittently watching Voyager, but we aren’t finding it truly mesmerizing. We watch baseball in season. Football right now because there’s Tom Brady and even though we are more baseball than football fans, Brady is something to watch. rake tv show

a place to call home tv show

Lots of stuff on Acorn — “Doc Martin,” “A Place to Call Home.” “Rake” and “Murdoch’s Mysteries.” Too much to mention, but if it was made in New Zealand, Canada, or Australia, we are probably watching it now — or already did.

What did you appreciate or what made you smile this past week?  

Went to the doctor and discovered I’m alive! That’s right folks. I’m still here. It turns out those pains in my hand are (gasp) arthritis AND carpal tunnel syndrome. Considering I’ve been playing the piano since I was four and touch-typing since I was 10, it’s amazing my hands have lasted this long. We’re going to try braces and see if that helps. Otherwise, I suppose I’ll have to get the carpal tunnel surgery, but that won’t solve the arthritis problem.

Healthy Trail

Mostly, though, I’m doing okay. For me. Given one thing and another. This is as healthy as I’ve been in a few years.

doctor's office window
Doctor’s office window

Not exactly ready to run the marathon, but most of my parts are working pretty well, all things considered. I can’t remember anything — which is apparently perfectly normal. I have a chronic sinus thing — since forever — and it will never go away. I can usually breathe . My blood pressure with medication is within acceptable limits. And I got back the reflexes in both feet and knees after years of not having reflexes there. Remitting, recurring, remitting …

So, I’ll probably be annoying you with my posts for years to come. You’re not going to get rid of me that quickly!

SO WHAT DID YOU DO WITH YOUR SUNDAY?

I’m glad you asked.

I am a long-term Kindle user. I started using one when they had keyboards and no WiFi. They’ve come a long way since them

The Kindle is my reader and my audiobook listener. I have thousands of books and probably even more audiobooks. I also have a ton of music, too. When I don’t feel like reading in bed, I watch Amazon Prime for movies and TV.

My HDX 8.9-inch Kindle was getting old. I liked it for its size. As my eyes have gotten less sharp, I find I need a bigger font. To use a bigger font, I needed a bigger surface and my previous 7-inch Kindle was too small. It was also old enough several parts no longer worked. When I got the “big one,” I thought I would might continue to use the small one when I traveled, but I discovered there was no going back. That 7-inch device is somewhere in a dusty corner of my bedroom — long out of use.



The Big HDX has been great for the past four and a half years. Lately, the battery has not stayed charged very long. Download speed has slowed, too. While I can still download and play books or music using my Bluetooth speaker, it takes a long time to download and the device doesn’t connect well or consistently with the router.

The last time I called Amazon for help, she subtly suggested I might consider a newer model. I pointed out my older HDX was a better model than the newer ones.

“True,” she said, “but even good ones get old. Everything gets old.” I pointed out that I was getting old. She sighed and agreed. That call was two years ago. What was getting old then, got old.

Meanwhile, Garry stopped using his 7-inch Kindle because it was too small and too quiet. The email stopped working months ago and it too has just been gathering dust. I thought “I could get him a new Kindle for his birthday.” Which is in April. Except I don’t wait for holidays or birthdays. I’m not a good “waiter.”

For the past month, I was checking prices on new Kindles. Prices have dropped a lot, but the other day they were also having a sale. Wonder of wonders, a twofer sale. Two 8-inch Kindle Fire Tablets for $99! They were also available in multiple colors, so I chose one in red and the other in black. I invested in two 32 GB micro SD cards ($10 each) plus two modest covers (also $10 each) and nice pair of Bluetooth headphones for Garry.



Today, I spent all day setting them up. Normally, they are not difficult to set up and in fact, they come pretty much ready to go. All your Amazon stuff automatically downloads to your new machine. All your previous settings, your books, audiobooks, music, and games.

All I had to do was log on. Except the first one I set up was for Garry. It needed to have his email address in it rather than mine. Google went wacko. I set the password and after accepting it, it would promptly reject it. I would try the new password on the computer (Garry’s computer) and it rejected it, so I changed it, but when I tried to use the new one on the Kindle, it wouldn’t recognize it either. It took half a dozen tries until finally, one password was accepted on the Kindle and the computer. Yay me!

The last time I had this particular problem, it was an iPad that refused to recognize the password. It’s good to know that problems repeat and don’t even have to be on the same kind of equipment.

Then I paired Garry’s Bluetooth headphones and turned them on. Garry put them on his head and … smiled. Yay me again.

Then all I had to do was the same thing on MY Kindle. But at least I didn’t need to change passwords. I did have to pair my new Kindle to my old speaker, but that only took a couple of rejections before the speaker calmed down and decided it was okay to unite with a new device. I feared it might be faithful unto death.

I probably should mention that Alexa comes bundled with the Kindles. I have NO idea what to do with Alexa. Anything that works on voice never understands me. There is something in me that deeply resents sitting and trying to get me voice-activated system to understand me. So I disabled Alexa. If someone can explain to me what, exactly, I could do with Alexa, I might try it. But as far as I can tell, the only thing I could use it for is ordering stuff on Amazon. I think I’m safer doing that by hand. Accidentally ordering stuff on Amazon? Does that sound like a good idea?

So that was how I spent my day and if I didn’t get much else done, I feel I have, nonetheless, spent my time profitably.

NOTES AFTER SOME HOURS OF USING IT:


There was far too much spooling on video. I never had that problem on the older HDX. Also, I’m not thrilled with their new format, though I suppose I’ll get used to it. It’s fine for books and audiobooks, but not so fine for video. It IS much lighter. The battery is definitely an upgrade.

I may continue to use the older 8.9″ HDX for video, though. All that spooling makes me crazy.

AMAZON’S PRIME GETTING LESS PRIME

It’s a “thing.” A disease. Amazon has caught it. Your company is fine, no problems, so why not create a problem? Nothing livens up a customer relationship more than unsolvable problems. That’s what I always say!

They decided a while ago that they needed to cut delivery costs so they decided to get into the delivery business. Just when we finally got U.P.S. to find our house and know what to do when they get here. Exactly when Amazon decided to start using deliverers who haven’t a clue about — anything.

The new people clearly don’t know the area. They also don’t know the roads, so they send delivery trucks to our house. At night.

We live on a dark and winding road that runs through the woods. Houses are randomly placed on either side. A few houses are close to the road, but most are up or down a long, dark driveway. Even with lights on, our private drives are not easy to navigate. They are close to impossible to manage on ice and snow. At night, if you know the terrain well, you can handle it … but you need to know the place or you’ll wind up in the woods or a ditch. If you try to leave your truck on the road, the likelihood is it will get hit by another vehicle. There are no pull offs. You can’t safely park on that road.

The road doesn’t say “no parking” because it doesn’t need to say it. It’s obvious to any driver that unless you can pull into a driveway, this is a bad place to park. During the day, if your vehicle is big enough, you can leave it there for a few minutes, but it’s dangerous at best, lethal at worst. This road is one of the worst roads in the state — as in one the highest rates of death while driving. It’s the curves and turns.

The road twists and isn’t properly banked. There are no streetlights. Intersections and driveways aren’t marked. The road tends to iciness. The snow cleaning crews dare not use salt because the water level is high; everyone has a well. Salt in your well is the end of your well. It could be the end of the local aquifer, so we don’t use salt. The result are icy patches of two types: the regular white kind of ice and the ugly, invisible black ice that will twirl your car in circles before you hit a tree.

One year, Garry hit the ice, did a double roll, then climbed a telephone pole in my Acura. He got one ugly concussion, but because he was driving my Acura and wearing a seat-belt, he was okay. The Acura was not okay, not ever. It was the last really nice car we owned and it reminded me that ones car is not just cool wheels. Sometimes, it’s life or death.

Leaving digression behind …

I bought a new comforter and cover for our bed. Not expensive, but warm and wide enough so we can stop having desperate middle of the night battles for temporary possession of our covers. According to Amazon, it was due for delivery today. Before 8 pm. It gets dark by 4:30. After dark, it’s really very dark.

The oaks are tall and surround the road. Even when there’s a full moon, you won’t see much.



When we first moved here, one of the first things I said was “Wow, it’s dark here!” They’ve added a few reflectors here and there, but mostly, it’s still really dark and since most of us live a couple of hundred feet back from the road, not a good place to try to deliver packages. Not only is that a ridiculous idea, it’s also a dangerous one. I want my stuff, but I don’t want anyone dying to get it here.

As is typical of AMZL, Amazon’s “own” delivery service, they came by after six, sent the message that the package was delivered, and left. I was sure they had NOT delivered the package because the dogs didn’t go outside. If there had been a real delivery, they would have been outside telling the other neighborhood dogs all about it.

Garry said he’d go check and I said I didn’t think he would find anything, but he went and didn’t find anything. Amazon’s “Logistics” Service has done this at least five other times. They say they delivered the package but haven’t, but we search the property, in the dark, with flashlights, only to discover they were “just kidding.” Just messing with our heads. Maybe they’ll deliver it tomorrow. Maybe Monday. Maybe never. Hard to tell.

I called and said “Do not send those “logistics” people with our packages. They can’t find our house. Please use UPS.”

Because UPS knows the area, would never attempt to deliver anything here at night and have finally gotten it together to put the packages next to — or even INSIDE — the garage, which is really a shop, but I’m sure they don’t care. But they eventually explained that they couldn’t promise who would deliver the packages and we were just going to have to take “pot luck.”

Pot luck? Seriously? I pay for pot luck?

One of the things one of the many letters i got from their customer service this evening said they understood that delivery affects “the entire Amazon experience.” Not true.


Delivery is the entire Amazon experience.


If they can’t deliver on time, there is no experience. It’s not like we shop at Amazon because we like strolling the aisles.

We shop there because they deliver. We live in an area where other kinds of shopping are hard to find. We’ve got Walmart. There’s a Target up in Millbury. You can buy clothing at Kohl’s. Otherwise, there are online shops and of course, Amazon.

But if Amazon can’t promise delivery within the 48-hours they have promised to Prime customers, then there is no Amazon either.

Amazon has never grasped this isn’t a suburban neighborhood. We lack those tidy, well-lit streets with convenient parallel parking, sidewalks and neat little driveways lined along the street. All the stuff you expect in a “neighborhood,” we don’t have. We are an area, not a neighborhood. I’m not sure they have a basic concept of “country.”

In the end, either I’m getting a refund (which isn’t exactly what I want), or they will deliver the products. Eventually. I’m frankly not sure which. I called them five times, was disconnected four times. They tried to call me back twice, but their calls wouldn’t go through. I talked to a lot of people and got different answers from each.

I’m pretty sure I’m going to get the package or the money. Moderately sure.