In one of my earlier posts I had wrote about ordering an Acer 9810 laptop from home depot and then followed up with a bit of complaining because it did not ship on time. I have been working on the Terms and Conditions and Privacy Policy for the website this afternoon but decided to take a little break and check up on my system. After reviewing the order status online I found that the unit still had not shipped. This means that there is no way I was going to take delivery tomorrow as promised when I placed the order. I called Home Depot to find out what was going on and when they would actually fulfill my order.

The first representative I spoke with told me that I should have never been told when it would be delivered, that they have no idea when it would even ship and I couldn’t cancel my order at this time. My only option was to order from another vendor and refuse delivery on Home Depot’s order. I see no reason why a company would ship something that they know the customer will refuse and I assume their ordering system is in need of a serious upgrade. Not happy with the answers I received or the current situation I asked to speak with a supervisor and everything that was told to me by the representative was confirmed.

I was not a happy customer at this point but remained composed as I always try to do. After all these folks are only doing their job and there is no reason to project negativity to them when it obviously won’t help the situation. I did however tell Allen, the supervisor I was speaking with, that I wasn’t a happy customer and asked what he could do to make me happy again. His reply nearly floored me. He stated that he could apply a 25% discount to my order. On a laptop that costs $2,999.99 this works out to $750.00. I had expected him to offer a refund of my shipping costs or maybe a small discount.

This is just another example of something I try to teach, if you want something, ask for it. I wasn’t happy with the situation and asked for them to make me happy with their company again. I got what I asked for because I’m now a happy customer once more and although I still don’t know when my laptop will ship the massive savings will make up for a little delay in delivery.