Very disappointed in customer service

[VOIPoTim]

I'll followup by e-mail with you directly by the end of the day tomorrow once I've reviewed everything.

I would have been very happy to pay for overnight shipping or give them my FedEX account number. Either would have worked. Maybe the CSR I talked to was having a bad day. Maybe he's just not a happy guy. Seemed like he could care less whether I cancelled or not and gave me no other alternative but to suck it up and wait for the mail to decide to come.

As far as this in particular...

Our shipping is done from a dedicated Houston warehouse. Our CS agents are not in the same location, so it's not really as simple as them walking over and shipping it out. It's strictly a warehouse and CS reps are not really involved with shipping at all. It's all automated in that once requests are submitted for replacements or new approved orders come in, the shipping warehouse sends them out.

All the software used at the warehouse is for USPS only and there is a daily scheduled USPS pickup, etc. To ship using an alternative carrier or do anything outside of the normal process would be a lot more complex than it seems since it would pretty much have to be manually done and manually driven to a dropoff location, etc by a shipping employee, etc. Everything is setup for Priority Mail and USPS processes.

In very special situations, agents can escalate requests to me. I've overnighted things in the past for people when there was something out of the ordinary (just a handful of times), but this is definitely not something a CS would be able to do since our shipping warehouse is not setup for anything outside of the standard shipping process.

If the shipping process was not streamlined like this, then we'd definitely be forced to charge all customers $10-$15 for shipping like competing providers do. We try to streamline and automate as much as possible in order to keep costs and pricing down. This makes processes less flexible in rare situations (hardware failure is very rare), but has benefits for all customers. It's a delicate balance.