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| Amazon in Xbox 360 cock-up |
| Friday, December 02, 2005 at 18:46 by Andy Holliday |
Online retail giants Amazon.co.uk have left many customers furious that they have not received their coveted Xbox 360 as expected.
What makes it worse is that their ordering system appears to be severely flawed - meaning that some customers who placed their orders as soon as it was possible to do so, have not received their goods (nor are likely to before Christmas) - at the expense of customers who placed orders after some customers who ordered it on day one.
To add insult to injury, some customers received the games... but not the console!
This was confirmed by customer services at Amazon who explained to us today:
"We are very sorry; basically when you place an order at Amazon, you are assigned to one of 3 warehouses randomly. When the Xbox 360s arrived, we sent them to one warehouse and then dispatched them to all those who had orders assigned to that warehouse. We are very sorry and aware of this and it's being looked into. Unfortunately there is nothing we can do. We hope to get more to those customers who missed out but we can't promise it."
When asked how Amazon planed to address this, we were told by the same person:
"We can either give customers a 10 pounds gift certificate or they can cancel their order."
This will be of little comfort to those who took the trouble of ordering as soon as possible - especially as Amazon encouraged them to do so.
An official Amazon spokesperson told I.T. Vibe:
"We apologise to customers who missed out, unfortunately demand exceeded supply, it should be pointed out that other retailers are also in the same position. We were open with our customers and sent all those who had placed pre-orders a warning on November 2nd that orders may not arrive in time for Christmas.
We are doing all we can to fulfill orders and working with our suppliers but we can't promise delivery in time for Christmas."
When asked about the unfair ordering system whereby Amazon have clearly not dealt with orders on a first come, first served basis, the reply was:
"That's not my information, I'd have to investigate and get back to you, as far as I know it's on a first come, first served basis but I'd have to check and get back to you..."
We have not heard anything back from Amazon, but as soon as we have an update we will let you know. We are sure that customers who missed out will be looking for Amazon to assure them that they will be treated fairly when the next batch arrives.
If you have had a similar experience, please let us know on the comments form below.
UPDATE: Amazon customers still disappointed
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