Wednesday, July 06, 2011

I just got off a long chat with the customer service guys at Zip. They've been totally caught off guard by the Canada Post strike, because who could see that coming. Now 9 days after the end of the strike, they still apparently haven't processed the backlog of movies that people watched during the 13 day strike and sent back after it was over.

Their attitude is that not having enough employees to handle the backlog, and not having enough discs to send out to customers, is "beyond their control."

It is, of course, entirely within their control to remedy the situation. They just don't want to.

Anyone can have good customer service in normal times. What makes a company excellent is rising to new challenges. Zip, not so much. Boo.

Well, Netflix will probably put them out of business, so I guess it's a temporary problem.

UPDATE: They also have a weird system where when you've sent them a disc, and they haven't received it after a couple of weeks, you have to report it "stolen," even though the "stolen" disc is either wandering around Canada Post or wandering around their warehouse, and not stolen at all. You can't report a disc "lost," only "stolen."

UPDATE: They suggested that I burn up some of my "ZipReward" points, sort of "frequent renter" points which allow you to order additional disks for free. Clever boys, that way they'll get everyone to burn up their rewards. Especially since I did, and they still haven't sent me my free disc.

Labels: distribution technology

4:28 PM

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