Following on from a couple of posts that are up regarding the poor service from Ingram Micro.  Boy does it show that these guys don't have any serious competition - if any of our businesses or employers were run as incompetently as they are we'd all be out of jobs.

Their service is crapola.

Following is excerpt of email to Ingram's CourierPost liason - it was forwarded on to her about three weeks ago.  It was obviously not important enough to merit a response.  Unfortunately it is far too typical of the service that us and our partners get from Ingram.

Seethe.  Bring back TechPacific - they were a zillion times better before being bought out by these bozos.

Email excerpt below:

Hi – can you please pass this mail to name – your Courierpost liaison.

Hi name,

We have a real problem with Courierpost’s and Ingram’s performance in satisfying this order that I hope you can help me with.

The last time we ordered equipment for this customer it took five days for it to finally arrive – it turned out that this was due to the fact that the courier couldn’t be stuffed walking up the three flights of stairs to the customers’ offices, so he just kept the goods in his van.  At the time our contact at Ingram (another name) had to Sub60 a replica order to the customer as no one could seem to get the driver to deliver the goods.

On Friday afternoon we ordered one new PC for this customer and (from the Courierpost web site) it appears that this was picked up first thing on Monday, so we expected it would have been delivered by Monday afternoon.  In the end it was only delivered yesterday (Wednesday) afternoon after we rang your sales desk for the fourth time and I lost my nut at someone.  I believe they spoke to you and, as if by magic, the customer rang less than an hour later to say that the goods have turned up.

The courier supposedly couldn’t make out the company name on the address label, but this is obviously rubbish – I have seen the address label and the driver would have had to be blind not to make out the details.

From the similar circumstances we can only assume that again this driver couldn’t be bothered walking up the stairs with this PC.  As a side note, when I rang on Tuesday I even asked your call centre to pass a message to Courierpost telling them the customer would come down and get the parcel if the courier wanted – all he had to do was ring.  This had no effect.

Name this situation is clearly unacceptable and it has caused us great embarrassment with our customer.  On both occasions they have been urgently waiting on their equipment and on both occasions they have become incredibly frustrated with our inability to get it to them.

The last time this happened I emailed another name asking for an explanation and an assurance that the same thing wouldn’t happen again.  Obviously it wasn’t considered to be very important, as I have yet to receive a response.

On top of the courier’s poor performance we also find that it is almost impossible to get Ingram Micro to take any ownership when events like this happen.  If we press your call centre hard then they may log an enquiry with Courierpost, but our experience has shown that these are almost completely a waste of time, as they don’t seem to have any effect whatsoever.

If we don’t press your call centre then they just tell us that the delivery will be there ‘this afternoon or tomorrow at the latest’, regardless of how late it already is.  It is obvious that they treat such enquiries with a very low priority – as an annoyance even.

In the end I had to get irate and demand action before the guy I spoke to yesterday actually managed to haul himself out of his chair and escalate the problem to you (this was after telling me several times that there was nothing more he could do).

On your web site name it says that part of Ingram’s value proposition is ‘Focussing on delivering the best possible customer experiences’, yet this is far from what our experience has been with these incidents and Ingram’s handling of them.

I would appreciate you taking this up with your courier and your customer services manager and providing me with some form of assurance that this won’t happen again, as this kind of thing costs us customers.

As a side note, I wanted to send this email to your customer services manager as well, but I couldn’t tget he person at your call centre to tell me who this is (I could only get your first name and not other details after all).

Thanks in advance,

My name.