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  Reply # 480721 13-Jun-2011 19:23
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kiwipoet22:

They tried to help, I think.

They emailed me back, saying it was to late to stop the order because it had already been processed.
But I'm still let to receive a email from them confirming that it's been shipped.

I'm finding it hard to understand, how they can't stop a order and cancel it.
When it's not even left them?



You are of course assuming that they do, or will, send out a dispatch confirmation with tracking information. Their system may not automatically send you that sort of info.
It's not the law to do so.
Although, any online shop worth their salt would be providing this type of tracking information.

As joker97 has just pointed out, many companies usually rely on 3rd party outsourcing for the likes of goods distribution.

This really does highlight the need for better inter-communication between systems.

If it were me, I wouldn't be accepting the the fact that it was "already processed", and that they couldn't do anything about it. The simple fact is, it appears that they charged you before they were actually able to send out the goods. To me that is not the way to be doing things.

I have worked in warehousing situations before, and although it is a small hassle to cancel an order that has already been picked, packed, and processed; until it has left the building by courier it was still able to be cancelled. And sometimes even when the courier had already picked it up. Many times we would actually stop a package in transit. It's really not that hard, and for how infrequently it happened, not really that much of a hassle/cost.

Ultimately, when you receive the item you need to check the date that it was actually picked up by the courier. Do this by using the tracking number and going to the Courier's website, don't rely on the dispatch date on the packing slip/dispatch docket if there is one.

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  Reply # 480722 13-Jun-2011 19:24
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NonprayingMantis: 
the Ts and Cs clearly state their is a $20 charge for 'change of mind' and that if you want to cancel an order they MIGHT be able to do it for you to avoid the $20 fee. In this situation you were too late to cancel the order and so the $20 fee applies.
And it's not like you changed your mind within minutes of placing the order, it was the following day when your 'friend' told you he bought you one, so the order could quite easily have been picked and packed (which costs money) by that point. Many warehouses operate overnight doing picking and packing so the day can be used for receiving shipments.
I really don't see the problem.  2Degrees operat beyond what the law requires and did exactly to what they promise in the Ts and Cs.



Just to confirm, it isn't me who's having these dealings with 2degrees as your post seemed to be directed at me! But of course it could be any of us. 

The interesting thing is that the OP still (as of the last post) not received an email confirming dispatch, as 2degrees say they will in their T&Cs, so it would seem by your reckoning they spend their Saturday nights packing goods but not bothering to ship them until Monday evening (at the earliest)?

 
 
 
 


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  Reply # 480723 13-Jun-2011 19:40
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Teeps:
The interesting thing is that the OP still (as of the last post) not received an email confirming dispatch, as 2degrees say they will in their T&Cs, so it would seem by your reckoning they spend their Saturday nights packing goods but not bothering to ship them until Monday evening (at the earliest)?


dontpanic42:
You are of course assuming that they do, or will, send out a dispatch confirmation with tracking information. Their system may not automatically send you that sort of info.
It's not the law to do so.
Although, any online shop worth their salt would be providing this type of tracking information.


Quoted from the previous T&C link I posted

*****
We’ll email you confirmation when your order is sent. If we’re sending something in or around Auckland it should arrive ‘next working day’. Any orders sent to the rest of New Zealand could take up to two working days to arrive. But whenever you place an order we’ll send a ‘track and trace’ ID with your confirmation email so you’ll always know exactly where your order is.
*****

Sorry, I jumped the gun there a little bit. It does indeed state on their T&C that they will send out a confirmation email with tracking information when the order has been shipped.

It seems a little odd that the OP hasn't received this email, yet has still been charged.

I wonder if it the email has ended up in your spam folder?



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  Reply # 480727 13-Jun-2011 20:22
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My email client which I used for the order does not have a spam folder,
And i would been alerted to a knew email

But at 8.17pm still no email to confirm it's been shipped.

None of the other big telec companies, pack
Orders and get them ready to be shipped on a Saturday night after 5pm.

In fact no online company would pack a order, ready to be shipped a full day before they ship it? They would usually wait to charge the card, and pack and ship it the same day.
Not the day before.


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  Reply # 480733 13-Jun-2011 20:42
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kiwipoet22: 
None of the other big telec companies, pack

Orders and get them ready to be shipped on a Saturday night after 5pm.



correct, no big telco companies will pack and get the items ready. however, almost all big companies has third parties that own the warehouse do this for them. 





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  Reply # 480745 13-Jun-2011 21:14
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nakedmolerat: 
correct, no big telco companies will pack and get the items ready. however, almost all big companies has third parties that own the warehouse do this for them. 


Any reason you can think of why they haven't sent out dispatch notification over the last 48 hours?



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  Reply # 480909 14-Jun-2011 10:16
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ok a update and recap,
on whats happened

on saturday night, at 5.30pm i placed a order on the 2 Degrees website, for one of their pocket wifi systems.
received from them a confirmation email.
they put a hold on my card for the pocket wifi

the following morning, i get a txt from a friend of mine, informing me that he brought one for me as a gift, i called the 0800 number, to try and cancel my order at 9.48am and was roughly on the phone for 30mins.
i was told at the time, that they would cancel my order. and that all i had to do was fill out a change of mind form, which was sweet. i ended the call thinking that the order was canceled and that upon of sending back the change of mind form i would get the hold taken of my card.

less then 3 hours later, after checking my internet banking, i found that they had gone ahead and charged my card. taking the full price for the item.

i called them again at 4.10pm on sunday, to be told that they guy i talked to early that day was wrong, and that there was no way of stopping the order. that i would have to send back the pocket wifi system, once it arrived, along with the change of mind form. and have the $20 fee taken from my refund.

yesterday i had customer care post in this topic, and then we swap a PM. which lead them to inform that even they could not stop the order from being shipped.

i was woken this morning, to find NZ couriers dropping of a package.
it turned out to be the pocket wifi,
which makes this alot more worse(well in my mind anyway)
i have not received any emails from 2 degrees confirming that the item had been shipped, or a tracking number.
and as some of the off posters have pointed out, it says in their T&C that they will send a email confirming shippment along with a tracking number, once its been dispacthed.
well i did not get one.

the invoice date for the order, as on the tax invoice is for monday the 13.
so why then did they charge my card on the sunday? and still after i requested for the order to be stopped.
i also checked the traack and trace number, it was not picked up unill 2.36pm Monday(yesterday) 

it seems, that along the line there has been a major fault or break in their ordering system.


now dont get me wrong, if i had placed the order on a weekday and called the next day to cancel, i would understand that it would be alot harder to stop the order.

but given the fact, that it was a sunday when i called to cancel. and that it did not get dispatched untill after 2pm
i dont see how it could of been so hard to stop the order?

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  Reply # 480912 14-Jun-2011 10:18
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I orderd a couple of $20 SIM cards via the online shop on June 2nd - the purchase confirmation email stated they would "send you an email confirming when everything is on its way". No confirmation email ever came through, and the courier pack with the SIMs arrived on June 6th.

I guess their dispatch notification system must be broken.

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  Reply # 480951 14-Jun-2011 11:51
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kiwipoet22: the invoice date for the order, as on the tax invoice is for monday the 13.
so why then did they charge my card on the sunday? and still after i requested for the order to be stopped.
i also checked the traack and trace number, it was not picked up unill 2.36pm Monday(yesterday)?

it seems, that along the line there has been a major fault or break in their ordering system.


now dont get me wrong, if i had placed the order on a weekday and called the next day to cancel, i would understand that it would be alot harder to stop the order.

but given the fact, that it was a sunday when i called to cancel. and that it did not get dispatched untill after 2pm
i dont see how it could of been so hard to stop the order?


It seems to me that 2degrees just didn't want to stop the order and certainly couldn't have tried very hard!

To make claims of a certain service standard on their website and then treat customers like this is atrocious. If you will never cancel an order, don't claim you will!

The T&Cs claim they will try and stop the order if you request it, and as the order was placed at a weekend, the invoice was dated Monday 13 June and the package not collected until after 2pm on Monday, I cannot see why this order could not have been cancelled when requested on Sunday morning?

I hope this isn't an indication of things to come with 2degrees service. I have been most impressed with 2degrees attitude and have supported and promoted them to collegues, friends and family. I can't help but say this episode has tainted my view of them, and I'm not even the injured party. I wouldn't like this to have happened to someone I had recommended 2degrees to!


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2degrees

  Reply # 480964 14-Jun-2011 12:34
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When you place your order you are agreeing to our terms and conditions that state -

"Cancelling or changing your order.
When you make an order and get your order number, you have committed to buying the item(s) from the Online Shop. Having said that, we understand that sometimes people make mistakes. So if that happens, call us on 0800 022 022 straight away and we?ll do our best to fix any problems. As long as your order hasn?t been processed, we should be able to make any changes you need. We may even be able to cancel the transaction if that?s what needs to happen."

We provide our customers with a fast and efficient service so orders are processed and ready for despatch as quickly as possible, usually within minutes of completing the online process. On some occasions we can interject and cancel the order.

I'm raising this with Customer Support team to see if we could have cancelled it in time.

Thanks for your patience.

^POB

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  Reply # 480973 14-Jun-2011 13:09
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As I see it, the most important issue is the fact that the OP's credit card was charged on the Sunday, yet the goods were only dispatched on the Monday.

This is just not on.

I use quite a few online stores, and none of them have ever charge my credit card before the day of dispatch, always ON the same day of dispatch. It's just common sense.

In the warehousing environment I used to work in, I know for a fact that if an order was not ready to go out the door that day (i.e. wouldn't be ready in time for the courier to pick up), then the order would NOT get processed, therefore the customer would not get charged until the order was out the door.

I think important issues within 2Degrees' business systems and procedure have been highlighted here.

I hope 2Degrees does the right thing here, and gives a full refund, and consequently looks into their business procedure.

As pointed out by Teeps above, I too am a 2Degrees customer.
I have had nothing but awesome service from you guys so far, and have also been constantly recommending people to "make the switch" to 2Degrees. It would be a shame to have that tainted by this issue.




gjm

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  Reply # 480975 14-Jun-2011 13:19
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anything that 2 degrees does to help you is a bonus. I agree with what has been said previously in that once you clicked buy, the product was yours. You should be thankful that they will take the product back just because you changed your mind. The fault lies with you, you should be grateful instead of complaining.




[Amstrad CPC 6128: 128k Memory: 3 inch floppy drive: Colour Screen]

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  Reply # 480976 14-Jun-2011 13:21
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2DegreesCare: We provide our customers with a fast and efficient service so orders are processed and ready for despatch as quickly as possible, usually within minutes of completing the online process. On some occasions we can interject and cancel the order.

I'm raising this with Customer Support team to see if we could have cancelled it in time.

Thanks for your patience.

^POB


I understand what you're saying, and as customers I'm sure we all appreciate this. But as I am sure you understand, this order was placed on a Saturday evening and not dispatched until Monday afternoon, in this situation a request to cancel the order over 28 hours before dispatch would not seem to be an unreasonable request, even the tax invoice is dated Monday! Are we to believe the order process is said to be complete a day before the tax invoice is risen? If the Customer Support team say this would not have been possible within this amount of time maybe your terms should change to say under no circumstances can orders be cancelled but returns are accepted with a $20 charge.

And as you've quoted the T&Cs for the purchase, what about the line in the T&Cs that say 2degrees will send an email containing the tracking number? It's a bit unfair to stick to one point of the T&C but ignore another! After all they are your T&Cs.

I am sure if you were in the position of the customer in this instance you would feel grievance too, but I'm also certain you would not admit to that on a public forum.

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  Reply # 480979 14-Jun-2011 13:29
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gjm: anything that 2 degrees does to help you is a bonus. I agree with what has been said previously in that once you clicked buy, the product was yours. You should be thankful that they will take the product back just because you changed your mind. The fault lies with you, you should be grateful instead of complaining.


I'm guessing you haven't even glanced at the T&Cs then? 2degrees haven't made this offer to the OP on just this occasion, it is in their T&C. There's nothing to be grateful for, they advertise this as a benefit of purchasing from them!


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  Reply # 480981 14-Jun-2011 13:33
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gjm: I agree with what has been said previously in that once you clicked buy, the product was yours.


This of course is also disputed by another paragraph in their T&Cs saying:

**********
We?re responsible for the items you?ve ordered until the order is signed for by you or someone on your behalf. Once you?ve got the order, it?s yours and you?re responsible.
**********

So it would seem that ownership of the goods is not transferred until the purchaser signs for the goods!

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