Why is it that customer service representatives can be so unhelpful and that technology isnt better at helping people. Here is my scenario. I ordered a product from Tiger Direct today, with next day shipping. I am having it shipped to a different address, since I travel so much.

Great. Order placed. So I run to a meeting, and get back, and log into the Tiger Direct website to double check the status. It says order pending verification. Since I'm keen to get this product soon, I figured I better call them and just see if there is anything they need me to verify.

My first call, I get a representative practically on the first ring. Great! Or so I think. I'm then transferred to the credit card dept. I wait on hold for 10 minutes. The rep then tells me that since the address is not listed with my credit card company, they cant ship to that address.

So I said lets get them on the phone, they said no, I need to call them. So I call Wells Fargo, and press ZERO a bunch of times. I get someone and its the wrong department, she gives me a different number, I call that and press Zero again a bunch of times. She says I have the wrong number, but is at least helpful to transfer me to the right place. I then wait another 3-5 minutes, and get my new shipping address added.

I then call Tiger Direct back, again a speedy response, and a transfer to the credit card department. I wait another 8 minutes, the phone rings, I then hear music. I wait another 5 minutes, and then I'm hung up on. (My guess, a rep took a call, put it on hold, went to the bathroom, then hung up)

Another call, a transfer, and again I wait another 8 minutes. I explain my situation, they call wells fargo (which they should have done in the first place) and verify that address is on there.

The rep comes back and says the address doesnt match. I insist that the address has been added, and explain perhaps it doesnt match because of the apartment number or something isnt an exact match. He says okay, and says he will call and speak to someone at Wells Fargo. Again I wait.

Wells Fargo tells the rep that their system is updating. The rep tells me there is nothing I can do but wait. It's past the 4pm eastern cutoff now, so the order wont ship till tomorrow. Even though their website says 6pm cutoff.

I asked will this all happen automatically? No, I need to call in tomorrow morning to again verify things. I said okay, this is way too complicated. Please cancel my order.

In the end I got it at a local store, and saved 22 dollars, since I didn't pay for overnight shipping. But I did waste an hour of my life messing around with Tiger Direct and Wells Fargo.

Lesson learned: Don't mess with different ship to addresses, it can be way to complicated.
posted by Bryan at 8/24/2006 04:19:00 PM