Conference 7.286::digital

re: .0, John

Lemmee see if I understand this properly - They quoted you a delivery time
which might extend as much as two months but can't cancel an order they took
within the last two hours, right?

Is it any wonder we're losing money?
    
> They cannot cancel an internal order, but I can put the manual on
> the DIAL system after it arrives.
    
Magnanimous of them to offer you this, eh?

-Jack

Since cost center orders are necessarily verbal and our order numbers are
really not meant to be verbalized, it's not surprising that a couple years ago
I ordered $50 of PC software for our demo room and got $500 of something else
which had a similar sounding order number.

NOT RETURNABLE!

    
    	Yeah, since it only took a couple of keystrokes to enter the
    	order, you'd figure that the #2 computer company in the world 
    	would find a way to cancel the order easily enough.
    
    	Anyway, at least I got my chuckle for the day..
    
    	John

    .2, did I read that right. You ordered 1 thing and they sent you
    another and it's not returnable?

                From personal experience - about 3 months ago - this is
        NOT repeat NOT true!
                
                I ordered a software package from DECdirect for use on
        my office PC and was insistent upon getting what I wanted (the
        most up to date version as an older one wouldn't have the
        required functionality). They could NOT answer what version I
        would get! The newer version had been out for about 2 months, so
        I took a chance. It wasn't the right version. I called back -
        complained - and the issued me an RMA number and told me to ship
        it back!! 
                
                So it CAN be done - just don't take no for an answer! 
                
                /s/     Bob

    Note .5 is absolutely correct.  I have returned several "software" items
    to DECdirect.
    
    Case #1
      Ordered MS Project 3.0 for a critical customer project.
      Got MS Project 1.0 by mistake.
      Called DD and said what do we do?
      DD investigated, told me to ship 1.0 back.
      DD concurrently sent 3.0
    
    Case #2
      Ordered GEM for DOS (not knowing GEM for Windows was available)
      Called DD and said what do we do?
      DD told me to ship GfD back.
      DD send me GfW.
    
    Let's not simply bash Digital and DECdirect for bashing sake.  The
    process can work.  I'm not sure what was the problem was with the book
    but the return worked with the software. Period.
                                   
    Phil
                                               

    Regardless of the proprietary value of the manual, the paper and
    print likely cost a dollar or two to produce.  Not worth the labor
    cost to inspect it and return it to stock.  mwr

    
    
    	re .5
    	
    	I beg your pardon? Your statement that "this is NOT repeat NOT
    	true" implies that my basenote was a fabrication. I related the
    	incident exactly as it happened. Please be more careful in the
    	wording of your replies. It may have worked for you..so what?
    	It does not change the response from DECdirect that "we cannot
    	cancel internal orders". If it worked for one employee, it should
    	work for all employees, and "we cannot cancel internal orders"
    	should be removed from their line of responses.
    
    	re. 6
    
    	Nobody is bashing Digital or DECdirect, at least I'm not. I simply
    	stated what happened. How is the process supposed to work unless
    	the bugs are reported?
    
    	John

    People should not have to wait for a product to come in just to return
    it.  It is a waste of Digital's time and money along with an
    inconvenience to a CUSTOMER.  Be it internal or external, an order 
    should be able to be canceled via telephone with a proper procedure.
    I find this company wastes so much money it's sickening.  
    
    What about this online ordering system called IPA?  That's a crock.
    I ordered something through that, got an electronic acknowledgement,
    as did the manager, and NEVER RECEIVED IT!!!  The vendor never even
    got the order.  
    
    b

    You would think the cost that DECdirect goes thru in returning
    software outweighs the cost of being able to tell a customer what
    version number they'll get.
    
    I've considered ordering PC software from DECdirect before as well,
    but since they can't tell you what version you'll get, and I didn't
    particularly look forward to returning an older version, I usually
    order from PC Connection, PC Zone, Computability, or one of the
    other competent, and better priced, vendors.
    
    DECdirect is a great example of how this company lost over $1100
    *per second* this last quarter ($2b, 63 M-F days, 8hrs/day, 3600sec/hr).

re my .2 entry ...

As noted - that was a couple years ago and was posted without an opinion. At the 
time No Return was the way it was. The intent was to flush current experiences.

If there is a consistent policy in place now for internal CUSTOMERS, I'm
satisfied on this point.

>                     <<< Note 2034.7 by WMOIS::RAINVILLE >>>
>
>    Regardless of the proprietary value of the manual, the paper and
>    print likely cost a dollar or two to produce.  Not worth the labor
>    cost to inspect it and return it to stock.  mwr

But the issue here is that we want to be able to stop an order from ever being 
shipped.  How much would be saved if we didn't

* waste a book
* waste packaging materials/labor
* waste shipping costs
and probably
* waste storage space for a manual that will never be used?

Inspecting it and returning it to stock doesn't even enter into the picture
if we have the ability to cancel orders, and I can't imagine any decent
mail/phone order operation not having that capability.

I hope that it was simply a case of someone not knowing how to cancel an order, 
and being too lazy to figure it out, rather than that we really don't have that
basic capability.

Kevin

    
    re: .12
    
    How much would be saved if we didn't order "extra copies"?
    
.0>    	1030	Asked manager X about the manual, he said sure, grab one
.0>    		of the extra copies that he had
    
    Although the point is still well taken that any customer really ought to
    be able to cancel an order.
    

    
    	I believe an update to the base note is in order..
    
    	I received the book within two days of the order..very good 
    	response.
    
    	I received a phone call from a manager that works in the
    	DECdirect group. She took the time to respond to my note
    	and "issue", and also took the time to explain a bit about
    	DECdirect's business. The mere fact that a manager from that
    	group took the time to call me shows that they are genuinely
    	concerned with customer satisfaction. She mentioned that a
    	program to allow internal returns is being piloted (I hope
    	that I'm relaying that last bit of information correctly).
    
    	All in all, I'm satisfied. DECdirect is doing a great job these
    	days, and since I entered the base note with an "issue", I felt
    	this reply was the right thing to do when the issue was addressed.
    
    	John