Crucial live chat conversation on 3/5/2008 danZenie: yes danZenie: I want to know why my order has been delayed 93031-666056 Alison : One moment, please, while I review your inquiry. Alison : I am sorry but I show that your order never went through due to a credit card issue. danZenie: WHAT!!! danZenie: that cant be right! danZenie: I got an email saying the oder is complete Alison : I am sorry. It is usually just a matter of mis typing the numbers. danZenie: i didnt type the numbers danZenie: i copied and pasted Alison : I am sorry, then you might want to contact your bank. I am not able to see the exact reason why it failed. danZenie: WHAT ARE YOU TALKING ABOUT! danZenie: I HAVE AN EMAIL FROM CRUCIL SAYING THE ORDER WAS COMPLETED Alison : The order was cancelled due to a declined credit card. danZenie: DO YOU WANT ME TO FORWARD THAT EMAIL TO YOU danZenie: LISTEN ALISON Alison : Does it just list a web order number or does it list a tracking number? danZenie: I HAVE A TRACKING NUMBER Alison : May I have it please? danZenie: 1Z E2E 863 13 3446 136 9 Alison : Thank you. One moment. Alison : Yes, I was able to find you order. I am not sure why it has not been delivered yet. I will contact UPS and put a tracer on it. danZenie: You are aware that I paid for the "Next day air saver" service Alison : Yes I do see that. I can set up a freight memo to issue that back to you. danZenie: It would only be right Alison : I will do that today. After I file the tracer we have to give UPS time to find the package so this usually takes a couple of days. danZenie: YOU GOTTA BE KIDDING ME!! Alison : No I am sorry. danZenie: I NEED THAT PACKAGE LIKE YESTERDAY danZenie: THIS IS REALLY UNACCEPTABLE danZenie: THERE MUST BE A BETTER WAY danZenie: I DONT HAVE A COUPLE OF DAYS Alison : I am sorry. Let me see what I can do. danZenie: PLEASE DO Alison : It is too late to ship out anything else today. I show that UPS has your status as being out for delivery today. What I can do is still refund you your freight charges and wait to see if you get the package later today. If you do not I will send out a replacement tomorrow by overnight so it should be there Friday. danZenie: This is amazing danZenie: it really is Alison : What is? danZenie: THIS WHOLE SITUATION danZenie: ITS JUST NOT RIGHT Alison : I am sorry. We shipped it out for you on the 28th. Alison : Sometimes things do get lost in the mail. Alison : I am trying to get the situation fixed for you. danZenie: How much time will you give UPS? Alison : I will e-mail them today however if you do not get your package tonight I will send out a replacement tomorrow. danZenie: Something tells me this package wont be delivered tonight danZenie: Will you send me a status update first thing in the morning or should i return here? Alison : I will check on the status of the package tomorrow morning at which time you will either have your package or I will set up a replacement. You will then receive a confirmation e-mail with your new tracking number when it is assigned one. Alison : In the meantime I will issue you a freight credit back to the credit card used in the order. danZenie: Thank you Alison : You're welcome. If there is nothing further I can assist you with, I’d like to thank you for visiting Crucial.com. Have a great day. danZenie: I will have my fingers crossed Alison : Me too. Your session has ended. You may now close this window. Crucial follow up live chat conversation on 3/6/2008. danZenie: Hi Jen danZenie: I had a long conversation with Allison yesterday about my order 93031-666056 danZenie: apparently UPS lost it Jen : Ok. danZenie: and she promised she was going to ship another item today if it wasn't delivered by yesterday Jen : One moment, please, while I review your inquiry. danZenie: and guess what, it wasn't delivered yesterday danZenie: here is the tracking link http://wwwapps.ups.com/etracking/tracking.cgi?submit=Track&InquiryNumber1=1ZE2E8631334461369&InquiryNumber2=&InquiryNumber3=&InquiryNumber4=&InquiryNumber5=&TypeOfInquiryNumber=T%3E Jen : Ok, it looks like Alison will be checking on this. She will trace the package when she gets in today. danZenie: what are you saying? danZenie: What if Alison doesn't get in today? danZenie: surely there is a log of our conversation Jen : Yes, I did read that. Jen : Let me look at the link. Jen : I would file a tracer on this package and see what the status is. Jen : We can do that without Alison. danZenie: I donut want a tracer, I want you to resend the item danZenie: We don't need Alison to do business with crucial.com danZenie: Again, if something happens to Alison it is still business as usual danZenie: Waiting for Alison to get in is simply wasting more time Currently experiencing network delays, one moment please.... Network connection re-established. Jen : We can do that without Alison. We must file a tracer. We have to allow 8 business days for the courier to research the lost package. danZenie: ARE YOU KIDDING ME!!!! danZenie: I DONUT HAVE 8 DAYS Jen : No, it seems that this package isn't getting to you. That means they have lost the package. danZenie: I NEEDED THIS PACKAGE FOR TUESDAY THE LATEST Jen : We usually allow them some time to research and then send another order out at a no charge. danZenie: YOU'RE NOT UNDERSTANDING danZenie: I SHOULD NOT SUFFER BECAUSE OF YOU'RE COMPANY'S DEALING WITH UPS Jen : I do understand that you need the package. danZenie: YES I DO! Jen : I will check into sending this sooner, but we must allow contact back from UPS and a tracer filed. danZenie: NO NO NO NO NO!!!! Jen : Sir, you yelling isn't solving anything. danZenie: YOU EITHER FIND A WAY TO REFUNDING MY MONEY, OR YOU SEND ANOTHER PACKAGE TODAY Jen : If you continue to yell at me, I will be forced to disconnect. danZenie: can you hear me? Jen : I am happy to assist you and talk with my supervisor, but you will need to at least let me do that. Jen : Crucial adheres to a courteous, professional code of conduct and asks that our customers do the same during interactions with our team members. If you are currently unable to communicate in this manner, we must terminate this chat session and move on to assist the next customer. Thank you for your cooperation. danZenie: I am willing to talk to your supervisor, this is your first time presenting this option Jen : Well, this should have been conveyed yesterday. But, as I said I will talk with him about this. We do make exceptions and I can see what I can do. danZenie: I don't see where I have not adhered to your code of conduct. But please, let us not waste time. Lets take this to your supervisor Jen : My supervisor isn't here until 8:00 AM. danZenie: wow Jen : I can enter a refund right now, but it will be a little later as I am on this chat session now. I can do it soon though. danZenie: this is unbelievable danZenie: so you are currently working unsupervised? danZenie: Yes, I think a refund is the only way to solve this problem Jen : Well, sir I am capable of working unsupervised. Jen : I will enter your refund today. Jen : Is there anything else I can help you with? danZenie: I would appreciate an email as soon as it is processed Jen : I certainly will, sir. danZenie: I would also appreciate if this could be done ASAP danZenie: I will take my business to Kingston Jen : I am sorry to hear that. I would love to assist you, but need a little time to do so. danZenie: I'm very sorry also. At this point I just want my money back Jen : Ok, well I will do it on my break as I am chatting with three others. Again I am sorry that the courier lost your order. Jen : I just printed this chat. Jen : I will also forward the conversation to my supervisor. Jen : If there is nothing further I can assist you with, I’d like to thank you for visiting Crucial.com. Have a great day. danZenie: I will once I get your email about my refund Jen : Yes, sir. Jen : That will be at 9:30 AM MT. Crucial follow up live chat conversation on 3/7/2008. danZenie: Hi Jen danZenie: We spoke yesterday danZenie: do you remember my case? Jen : Yes, I do. danZenie: I haven't received any status update with regards to my case Jen : Well, I let Alison know who came in as planned and sent out a replacement order to you. Jen : She would have called you or something? Jen : One moment, please, while I review your inquiry. danZenie: I didn't asked to be called, I asked for an email with and update Currently experiencing network delays, one moment please.... Network connection re-established. Jen : So, you want a refund then? danZenie: that is what we agreed on yesterday Jen : One moment, please, while I review your inquiry. Currently experiencing network delays, one moment please.... Network connection re-established. danZenie: Jen, during our conversation yesterday I stated that I wanted a refund Jen : Your return for refund is 40775775. That will be processed ASAP. danZenie: Can you please confirm the total of this refund Jen : Yes. Jen : 82.38 and I believe their is a refund for the freight that is separate too. danZenie: can you confirm that there will be a refund for the freight danZenie: given that I paid for a service I never received Jen : Yes, that is 40775286 for $12.99. Jen : Yes, we do apologize for the courier error in this instance. Jen : I do wish that there was something else we could have done for you. danZenie: what is this "40775775" number you mention? Is this an invoice? Jen : That is a credit memo. Jen : Actually both are credit memo's. Jen : Ok, is there anything else I can do for you? I do apologize for the inconvenience. Jen : If there is nothing further I can assist you with, I’d like to thank you for visiting Crucial.com. Have a great day. danZenie: Nothing further danZenie: take care Jen : You too!