Legal Commentary

More on Kodak--Worst Service in History

By Patrick J. Lamb

If you're not familiar with my Kodak saga, you might want to read about it first.

Kodak sent me an email.  Here is the pertinent part, along with my comments:

I am sorry to hear that your order confirmation email was delayed. Please be informed that all orders over $100 are automatically being reviewed by the system and once approved, a notification will be sent within 72 hours. [I WONDER IF THEY EVER THOUGHT ABOUT TELLING THEIR CUSTOMERS OF THIS BEFORE THEY ORDER] As I have double checked the order, it is already in process with a standard ground shipment. The order confirmation email has already been sent. Another email for the shipment confirmation will be sent once the items has left the warehouse.
We also received your request to cancel this order. However, the system no longer allowed us to cancel. [ALTHOUGH THEY ADMITTED THAT IF THE CEO SAID TO CANCEL AN ORDER, THEY COULD.] You may refuse delivery with the courier, and it will be returned to us. And if delivered, may return the items. A refund will be processed back to your account 3-5 business days after the warehouse verifies the receipt of the package. When your item has been received and checked in by our warehouse, an automatic e-mail will be sent to you as confirmation.
Please be reminded that the KODAK Store will not be liable for any shipping expenses that may incur in the process of returning your package. [SO AFTER WE SCREW YOU, YOU HAVE TO PAY TO RETURN MERCHANDISE YOU ASKED US NOT TO SEND YOU.]

Maybe because it's me, I think this is worse than an objective person might find it.  But it is hard to imagine any seller having such rigid systems that customers can't be accommodated.  I called Amazon just out of curiosity and asked how they handle situations like this--orders are canceled and shipments captured before they leave the building. I find it inconceivable that customers are not warned that orders have to be "reviewed and approved" when such approvals routinely happen automatically (think gas station confirming credit card).  Utterly pathetic.

Full post as published by In Search of Perfect Client Service on June 22, 2010 (boomark / email).