Problem With Jetpens.com

[mhphoto]

I've spent many hundreds of dollars there and have never had a problem with shipping. Seems odd considering everything is automated and pulls directly from the form. I wonder if that dastardly post office had anything to do with this…

 

*twiddles mustache*

[Lou Erickson]

I will give you a real world example. I just ordered some items online. I decided afterwards to add something to that order and take advantage of the economy of one shipping charge rather than two shipping charges for two different orders. An e-mail that took 1-3 days for a response would have been too late and would have cost me money. By having a phone number to call, I was able to add the item, and pay for it in 5 minutes. Saved me my time, shipping time, and money. Even if the e-mail response is in hours instead of days, I might have missed that window where they read the e-mail before the order ships. And let's say they do stop the shipment, and they have questions, or want to verify something. That could delay the shipment a day or so. Again delaying the shipment. Sometimes it's more efficient for the customer to make a 5 minute phone call because you can converse, ask questions and get immediate reponses. An e-mail thread is likely to take at least hours if not days.

 

That said, there are advantages to e-mails that telephone conversations do not have, such as an easily accessible written record of what transpired. Each is a communication tool and has it's place.

 

Monday night, sort of late, I put through an order with Goulet Pens. Within a few minutes, I realized I forgot something. I put through another order, and in the "special handling" box noted, "I forgot something; please ship this with order #12345"

 

Tuesday, by the time I got to my desk, I had an order confirmation for the second order, a refund for the second shipping charge, and a note saying they'd taken care of it.

 

E-mail doesn't have to be too slow, when there are people paying attention. I didn't even actually send an e-mail - I just used the box on the form.

[KBeezie]

 

Monday night, sort of late, I put through an order with Goulet Pens. Within a few minutes, I realized I forgot something. I put through another order, and in the "special handling" box noted, "I forgot something; please ship this with order #12345"

 

Tuesday, by the time I got to my desk, I had an order confirmation for the second order, a refund for the second shipping charge, and a note saying they'd taken care of it.

 

E-mail doesn't have to be too slow, when there are people paying attention. I didn't even actually send an e-mail - I just used the box on the form.

 

Yea GouletPens pretty good about getting back within the next opening day. And their contact form I suspect is much like my own, goes straight to email queue.