Orders Cancelled
I spoke to Thomas at MacMall this morning extension 4854. He told me that only a manager would be able to approve the memory to go out at the price that was originally stated on their site. When I called back at an hour when a manager was supposedly there, he informed me that because the memory was not shipping from their warehouse, they couldn't even ship it for even a nickel less than the advertised price. I told him that I could provide almost a dozen invoices showing that they not only shipped that ram at the $45 price, but they shipped it for over a week at that price. I told him that there was something called customer service and that if they continued to ship the ram at the $45 price, then why is it that they're suddenly pulling back? He went on to state that they aren't responsible for errors on their site and that if they catch an error they'll fix it and cancel the outstanding orders.
I told him that I thought it was ridiculous that he would actually tell me that in the spirit of customer service he wouldn't even honor the original price. He said that there was nothing he could do. I was about to have him place an order for the $112 chip, but then I asked if I did that, would it ship from their warehouse. He said no, they discontinued the chips in their warehouse. I told him with management approval they could ship the chip at the original price, he held his ground and said no.
The funny thing is that I told him that I was about to purchase a mac book pro from mac mall (which I was waiting to get this order and then I was going to place the next order). I said that I couldn't believe that he would actually sacrifice a $2300 order for a $45 stick of ram. Lucky for me I was wise enough to hold off on this order because I couldn't even fathom ordering from them, not something that is over $2000!!
Sure I am bummed that my order was cancelled and it took my time and my footwork to find out that it was cancelled and why. There was no notification, although he stated that they notify the customers. In the weeks that I had been waiting for the order I found that their accessibility to their Account Executives was awesome. I figured this was a company that I would start ordering many products from, plus I liked that they were semi-local to me. However, this incident and how it was handled is the reason why I simply won't bother.
In truth, as a consumer all I needed to get from them was a simple e-mail stating that they couldn't ship the memory and why. Not some ******** statement that was nothing more than his attempt at deniability. We all know that $45 for 1 gig of Kingston ram value ram or not is an amazing price. I have another stick of ram on order that I paid $60 for from a reputable dealer so no harm no foul there. I am more about the principle of the thing. Had they even so much as expressed their apologies, I wouldn't have pressed.
Now, I intend to ensure that everyone I know hears of this, simply because like I said, had they just treated the situation differently I wouldnt have felt compelled to be so inclined to talk about it. Their side is they made an error, shipped about 100-150 of the 200 orders as per another AE I've spoken to, and then cancelled the rest saying that the product was discontinued. No notification, no reason, just discontinued. I understand that they wouldn't want to take responsibility, but how it was handled is the issue, not that it wasn't shipped to me. I can afford to pay for the ram at "full" price, I choose not to.
Anyway, if you're one of the 57 who did not get their order then I'm sorry.
