Any idea why Amazon.ca cancelled my Project Steel order

[Emperor Herdan]

with Amazon.ca saying that they can't get it... its not available...

Seems to me that Amazons' got some 'splaining to do!

Take care

E. Herdan

 

[IanBruntlett]

I've looked at buying from Amazon UK. Those books that they do offer to sell are more expensive than buying it from a FLGS. You might just have to bite the bullet and buy directly from Mongoose.

I've seen rumours (I think it might be something I read on the Planet Mongoose blog) that in the Autumn of this year they're going to revamp the Mongoose website and come up with some better deals for mail order customers.

 

[kafka]

It would seem the problem is that ComStar is the author rather than being an imprint from Mongoose. Amazon.ca seems to not be able to provide any adequate customer service as they have farmed the whole operation to India. For whenever, I complain, I get the same stone wall...problem is that they have the best prices...

 

[kafka]

Here is what I wrote to Amazon.ca...
re: Gross Incompetence

Orders keep on disappearing from my order list. I realize that I have the option of cancelling entire orders but I do not want to do that. I merely would like you to do your job correctly.

Frequently, I order from Mongoose Publishing, and I keep abreast of their publishing schedule from their website. Now, I realize that there are delays but they do take the effort of updating that information on their website.

However, for some reason, Amazon.ca decides to purge items from my that are delayed (for which the publisher then commits to a solid date which can be found as I said on their website). Equally, Amazon.ca does not seem to be able to track sub-lines within a publisher.

I am highly disappointed with the job performance of whomever handles your inventory control and your customer service. I realize that with millions of orders that a large part of the operations of inventory control must be automated. However, as far as I know customer service is not. Notwithstanding, whenever, I complain and produce evidence the book is “In Print” or is merely delayed I get brushed aside.

Therefore, there is a loss in the confidence and credibility in your company to perform well and meet expectations. In addition, to a loss naturally, a loss of a product that I had pre-ordered and had every expectation to arrive on time and at an effective discount.

The fact is that this is happening with alarming frequency – I would suggest that your customer service staff forward this complaint to a higher manager who can begin to effect change within your company.

In the meantime, I am now forced to buy these books at a much higher price and have serious doubts about the integrity of the rest of my orders.

Cordially,
...

So, yes, I am royally pissed, as I counted on Prison Planet and Project Steel for an ongoing campaign.

 

[Rikki Tikki Traveller]

I would stop ordering from them and order direct from Mongoose. Cut out the middleman.

I have had VERY good customer service with Mongoose. I get order confirmations very quickly and the orders ship very quickly.

Go with an FLGS or direct from Mongoose.

Show them your displeasure in the best way you can... take your money somewhere else.

 

[kristof65]

While I feel your pain, I suspect that a large part of it is the fact that Amazon gets it's books and info for their release and availabilities through the book trade channels, rather than traditional gaming distribution channels. My experience has been that the book trade has never dealt very well with the often "flexible" schedules that small press publishers - which is most game companies - have. Combine that with automated systems to track the millions, possibly billions of books they deal with, and things happen.

I've had similar issues for game books with my local Barnes & Noble, and Border's bookstores, as well as Amazon. I've gotten to the point that if I want to pre-order any type of gaming book, I do it either straight from the manufacturer, or through my local FLGS, because the book trade simply can't handle game stuff with the same reliability.

 

[kafka]

My big problem is that my FGLS is very unreliable and I would have to deal with one that close to 3000km away for one that I do trust but spend over $200 for free shipping and at full price...Amazon does the same thing but only for $39 thus allowing to pick up 2.25 Traveller books for the same service and a fraction of the cost.

 

[kafka]

Amazon's reply...here is $5.00 knock yourself out reminds me of: http://www.youtube.com/watch?v=ZtbyVFLl_7U

Reply in full...

Thank you for writing to us at Amazon.ca. I've forwarded your complaint to the responsible people in our company, as I know they will want to read about your experience. Customer feedback like yours is very important in helping us continue to improve the selection and service we provide. On researching with your order # 701-0284822-0256220, I see that "Project Steel" was cancelled as we were unable to obtain the item from our supplier. I apologize for the inconvenience.

Your credit card has not been charged for the item, as our policy is to charge for items at the time of shipment.

We make a significant effort to keep abreast of prices and availabilities, but our reliance on our suppliers for information about the items they offer means that, occasionally, our database will not reflect all changes.

Sometimes unexpected fluctuations in supply can add time to our original availability estimate. We have learned that "Book 5: Agent" is now back-ordered, and our supplier is not able to tell us exactly when they expect to have more in stock. I apologize that you were not notified sooner of this change.

In order to compensate you for this inconvenience, I have added a promotional certificate in the amount of $5.00 directly to your account to use on a future qualifying Amazon.ca order.

 

[rust]

Reply in full...

Judging from the text, it is signed with "Your Friendly Mailbot". :lol:

 

[kafka]

Actually, it is A.V. Ranji but it might as well be... that is why I am so upset with Amazon.ca their customer service department is entirely composed of people who take stock phrases from a database and then just sign their name. And, you never get a chance for your appeal to be heard elsewhere...even if you "Not Happy with the Answer You Recieved"

 

[EDG]

Actually, it is A.V. Ranji but it might as well be... that is why I am so upset with Amazon.ca their customer service department is entirely composed of people who take stock phrases from a database and then just sign their name. And, you never get a chance for your appeal to be heard elsewhere...even if you "Not Happy with the Answer You Recieved"

Seriously? That didn't look too "stock" to me, they specifically checked on Book 5: Agent for you and even gave you $5 off your next purchase. And that despite the fact that you went in with guns blazing and accusing them of "gross incompetence", making all sorts of assumptions, and blaming everything on the fact that they're outsourcing to India (WTF?!).

Frankly, Amazon wouldn't be my first choice for online ordering of RPG products in the first place because RPG products are fairly obscure for them. Have you tried Le Valet D'Coeur (in Montreal) or the Sentry Box (in Calgary)? I'm pretty sure they do mail order too. Or order it direct from Mongoose.

Either you can order it for cheap from people who aren't really familiar with the vagaries of the RPG market or you can order it from people who are, for a bit more cost. It's a tradeoff, but I don't think you should be so surprised if the former don't work out so well. Either way you can vote with your wallet.

 

[lastbesthope]

Actually, it is A.V. Ranji but it might as well be... that is why I am so upset with Amazon.ca their customer service department is entirely composed of people who take stock phrases from a database and then just sign their name. And, you never get a chance for your appeal to be heard elsewhere...even if you "Not Happy with the Answer You Recieved"

Seriously? That didn't look too "stock" to me, they specifically checked on Book 5: Agent for you and even gave you $5 off your next purchase. And that despite the fact that you went in with guns blazing and accusing them of "gross incompetence", making all sorts of assumptions, and blaming everything on the fact that they're outsourcing to India (WTF?!).

Youcould set up an auto response to be that specific quite easily.

LBH

 

[EDG]

Youcould set up an auto response to be that specific quite easily.

Either way, the point is that he got a specific response and he got a voucher, and wasn't charged any money either. Seems to me that he came out OK despite the fact that he didn't get his book.

I'm not really sure what the point of complaining about it here is though - is anyone really surprised that a huge online ordering company has trouble keeping track of relatively obscure RPG material? As I said, amazon wouldn't be my first choice for any RPG material (other than WotC) because of that, regardless of the cost.

 

[kafka]

I assume they are outsourcing like many American companies to India (judging from the last names) every time I complain. This response was actually positive, I must say. Usually, I get nothing, save, sometimes "publishers change their release dates for items and regretably must cancel your order. For the item is no longer aviable."

So, I have little problem with doing work with India but as someone who has studied the call centre industry, it becomes evident that these jobs in India are just as desirable as they are here. However, the difference is that quality control is becomes very lax the further it is from the supply chain. And, this is the problem. That they claim to be upholding the company name but further tarnish it by not satisfying the customer.

Yes, I like Sentry Box but the high shipping prices in North America and from Europe makes things difficult to go the route of too many orders done this way.

 

[exiledblue]

see your using amazon thats your choice and fault so stop complaining.

Ive order once off amazon "scout" it said it was in stock but took 3 weeks to get to me and with postage was £1 over the price in the shop. 3 days before i got it from amazon i saw it in my FLGS. I could have got it earlier and cheaper by waiting - last time i ever use amazon for mongoose stuff


p.s. my god I cannot believe I wrote that in such poor english please forgive me. Online poker and typing do not mix

 

[Jacqual]

I feel for you as I am still waiting for the Mercenary book I ordered thru them as it ships within 1 to 3 months. But I have to go with them as I cannot offord anywhere else. For example I got my main book from them for 25 bucks CDN, compared to 52 Bucks CDN from my local game store. I did break down and bought Scouts from a game store in Calgary as I was in the city and splurged. But the price difference was 27 Bucks from the store to 17 Bucks from Amazon.ca. If I order direct from Mongoose I even pay more then Amazon.ca due to exchange rates and Duty fees when it comes into Canada from the U.S.A. when shipped via UPS instead of plain old U.S. Mail. I do wish mongoose had a canadian webpage with prices in CDN and shipping from within Canada. But we cant have everything I feel it would cost them to much to open a canadian office just for us few north of the border. If the books were more readily available to Amazon.ca it would help but I have no idea how they get there books and such that they sell. But due to my own finances I am pretty much stuck with Amazon.ca for getting books for just about anything as they are about half the price of the game stores.

And for those that ask the Gamestore in Calgary I got scout was Sentrybox and the pprice was 10 CDN more then Amazon.ca plus if you order more then 39 Bucks CDN Amazon offers free shipping Sentrybox does not, I understand Sentrybox needs to profit so I am not gripping about that. But I cant spend that money on everything, As I have limited funds as posted earlier.

 

[kafka]

You story is the same as mine. Except, Calgary/Sentry Box where I do order from is a tad farther for me...living in TO.

 

[kristof65]

Amazon does the same thing but only for $39 thus allowing to pick up 2.25 Traveller books for the same service and a fraction of the cost.

emphasis mine...

I'm assuming you're saying "for the same service" meaning the same free shipping service. However, you obviously aren't getting the same level of customer service, and frankly, if that's what you're referring to, you need to accept that you're not paying for the same level of customer service by ordering from Amazon. If you want outstanding customer service, you typically need to pay for it.

Now, being in the US, I've never ordered from Amazon.ca, but the few times I've had to actually get someone on the phone from Amazon.com, I've never been routed to a call center in India - they've always been US based. Perhaps Amazon.ca directs to a different call center, I can't say. Perhaps that's because I use Amazon so frequently I pay for their Amazon Prime membership (free 2 day shipping on most items). Perhaps it's because I'm in the US. Don't really know.

Even though I'm a pretty loyal Amazon customer, I do realize that I'm not paying them for service. When they drop the ball, I have to take it with a grain of salt - still, I've never been really disatisfied with their service. When I need service, like for things I can't or don't want to take a chance on Amazon screwing up or dropping the ball on, I go elsewhere, and I gladly pay the higher price - that's why I'm paying the higher price.

It's not really fair to compare Amazon's shipping rates/policies with those of smaller companies, either. I ship between 5-25 packages a week via FedEx for my company, and we get pretty good rates for that volume. Yet shipping is a huge expense category for us. We can't begin to compete with Amazon on shipping promotions - Their shipping volume is so high, that I'd bet not even the highest volume gaming distributor can match them an eye for an eye, let alone any FLGS.