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Home Delivery Turns Into a Snow Job | 12 comments (12 topical) | Post A Comment
IT failures[ Parent | Reply to This ] (none / 0) (#6)
by jsimonson0 on Wed Dec 20, 2006 at 06:43:01 AM PDT

The very nature of IT failures after certain point is that they are inconsistent. Perhaps one shipping vendor upgraded a server in the EID environment. Perhaps an email or IP address has changed. Perhaps the mailbox was "full" when one message went through, but not the other, and the reporting feature is not monitored (staffing shortages, etc). The kicker here is, despite previous protestations, ever if this isn't an IT issue, it is a customer service issue. CS issues has been fair game here for years. We simply have more of them with IT products because the enforcement mechanisms aren't in place like they are with more durable goods.

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Man, I hate when I do this...[ Parent | Reply to This ] (none / 0) (#7)
by jsimonson0 on Wed Dec 20, 2006 at 06:44:04 AM PDT

That should be EDI, not EID...

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Mulitple failure points[ Parent | Reply to This ] (none / 0) (#9)
by tcsbiz on Wed Dec 20, 2006 at 04:08:31 PM PDT

I agree that there can be multiple failure points in these situations. How does Home Depot solve this? Even if the problem lies outside of Home Depot's control such as the shipping vendor, customers are still going to blame them because that's who they ordered from.

Tom.

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Great Article, i agreee with you[ Parent | Reply to This ] (none / 0) (#12)
by Anonymous User on Mon Sep 01, 2008 at 09:49:00 PM PDT

dis j'ai jamais vu de poisson sans ouies........et avec une forme pareille.......Internet Marketing 迷你倉 護膚 .

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Home Delivery Turns Into a Snow Job | 12 comments (12 topical) | Post A Comment
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