jayeff

I see no reason for sarcasm. You promised the card would be sent on Monday. On Tuesday you told me it had been sent. So I'm not supposed to get p*ssed when that turns out not to be true either?

I have run service oriented businesses for most of my working life, so I know the difference between providing service or just the appearance of it. Back around the 10th, it was obvious something had gone wrong: if a card hasn't appeared after 3 production runs, it almost certainly isn't going to appear. That should have occurred to you, perhaps it did. Either way, instead of pressing EP to check then, you accepted what they told you and passed it on to me.

That cost most of a week and initially you all did the same thing a few days later. But I assume that this time, afterwards you or EP thought better of it and did check.

By Monday this week, we are 3 weeks past the expiry date of my last card. And the week before you had made a very specific promise as to when the new card would finally be delivered. At this point, were our roles reversed, I wouldn't be waiting to hear the card hadn't arrived: to protect my own credibility as much as to recover some of the ground lost with the customer, I would have checked with EP and got a tracking number. If you had done that, then neither on Monday nor on Tuesday could they have given you one, so you would have dug some more until you had more details. Then you would have pre-empted any enquiry from me, by passing along that information without waiting to be pressed for it.

When this started, I believed the first card was lost in the mail: a minor irritation, not EP's fault. But due to the nonsense which I have been fed from then until today, I am one extremely p*ssed off customer, who doubts even that. That is not what customer service is supposed to achieve.

But finally, thank you. UPS are scheduled to deliver today.