I received a package today in the mail. There was postage due of $14.95 but I didn’t mind that. The package contained a piece of technology I’d all but forgotten about, having ordered it in January - and then, subsequently, cancelled the order (more on that in a minute).
The piece of ‘technology’ is really a metal framework that suspends a microphone from its base, ensuring the microphone does not suffer from ‘ambient vibration’. It’s very retro looking and if you’ve ever seen a film or a picture of an old radio broadcast, then you’ve probably seen something similar.
This one is made by the microphone company Blue, and is cleverly called The Ringer, for obvious reasons.
About a month ago, I received a similar package containing the first piece of equipment I’d ordered from them - it too required a postage fee of $14.95 and I willingly paid that as well - even though I had also cancelled that order. It is called The Pop and its purpose is to act as a windscreen to the vocal aspirations one occasionally hears when such a device is not used - you know the sound I’m talking about - it’s ‘the popping’ sound from enunciated s’s, etc.
The entire contraption is now assembled and sitting on my desk, looking very retro and very professional/imposing.
I may have mentioned this in a previous post but if not, I’ll mention it now. The reason behind purchasing these items was that: I have every intention (at some point or another…) of recording a children’s story I wrote, as a podcast.
I figured that if I were going to do it at all, I might as well give my own writing the proper vocal treatment it so deserved.
I mean, after having spent all that time working on a project, would you just then, do a sloppy job of recording it? Of course not. And neither shall I - once I get to the actual recording of it - though I know it’s going to take some organization…
Anyway - my point here is - I ordered these items at the beginning of January (January 6th, to be precise), with the understanding that they would be delivered within 10 business days of having placed the order. This did not seem unreasonable; I’ve ordered many things on line and found online shipping policies to be fairly consistent in terms of delivery times stated.
After a couple of weeks, and having received nothing, not even an email indicating some sort of delay, my credit card statement arrived indicating the items ordered had already been charged, though they had not yet been shipped. This was unusual, but I was still not overly concerned.
That is, until 3 weeks after the order had been placed and there was no news. No news at all from my online shipper, and no delivery of the items ordered, sadly.
I sent an email, inquiring as to when I might expect delivery and received an answer back indicating that there had been an ‘overwhelming’ demand for these products and the warehouse was empty! (I could just picture it; some vast space bereft of anything but the odd palette sitting forlornly, empty of products. Heartbreaking.) There would be some delay, but not to worry as the items would ship the following week.
I’m a patient soul - at times - and so I waited. Another week or so went by and I still hadn’t received anything - not even a bright, cheery email indicating further delays - which, after inquiring I might add, was exactly the case.
My patience was wearing thin but had not yet become threadbare - not until the entire month of February past and there was still no sign of any movement whatsoever.
I’m not given to stroppy correspondence but something about this complete lack of professional integrity on the part of a reputable company got deeply under my skin - and a shot was fired across their bow - by me.
Okay, so it wasn’t exactly a shot - but I was no longer proffering salutations of ‘Dear Sweet Ones!’ or signing myself ‘Sincerely Yours in Mutual Respect’, or any other such nicety - I was simply coming to the point. And the point was: You’ve taken my money - now, where’s my ‘stuff’!? Etcetera, etcetera, etcetera.
Having ordered the products in January and having been told I could expect to receive them in about 10 days, you can well understand that by March, the delays became too much to bear and I requested a refund. Yes, that’s right - a refund. But not before sending the entire correspondence I’d had with the company, procured to handle the sales and shipping, to the communications and sales representative of the parent company, Blue Microphones.
I did not get a response to my complaint.
BUT!
The same day, I received an email from the Customer Support Manager of the online sales company, profusely apologizing for any and all trouble I might have had in placing my order and the non-delivery of items purchased. I was assured that a refund, as I’d requested, would be credited to my account within the next few days, and that, as a gesture of good will, the items I had requested would be sent to me, free of charge - in order to demonstrate their desire to represent the parent company in the best possible light and with the hope of retaining a valued customer - well, they didn’t actually say that - but words to that effect.
I took it all with a grain of salt, after the experience I’d just had with them. To be honest, I was envisioning long chats with my credit card reps on how best to prove I had not actually received the items rather than actually getting a refund.
As It Turned Out: I was very, very pleasantly surprised. There were no conversations with my creditors, for just as I had been told, 2 days later, a credit magically appeared on my credit card in the exact sum that had been withdrawn to purchase the aforementioned items.
Things were looking up.
Around the 3rd week in March, I received the first of the 2 packages which I had not really expected to occur. Yes, there was a shipping charge - but they’d come through! They’d actually honoured their commitment and sent me first, The Pop!
Still feeling rather sceptical, I wondered whether the other, more crucial bit, The Ringer, might make it through - or whether, given the passage of time, it might be forgotten - and the tenacity of the company to hold to its promise might be as tenuous and hollow as the first email I received, deceiving me into believing I should expect delivery in 10 days.
We should never forget that technology only works properly when there are sentient beings holding the reins of this very modern buggy delivering goods - and customer satisfaction should not be a disregarded byproduct of the ever increasing rapidity of sales - the internet is only a tool - ‘WE’. Still. Matter.
I know, it’s not the most profound lesson one might learn, or the greatest kernel of wisdom one might wish to pocket and keep forever - but still - I’m happy to say that, though this episode began in what could only be considered a downward spiral (though my hopes were high), its outcome restored my faith in humanity; that integrity does exist in ecommerce and that customer satisfaction still counts for something, somewhere out there.
I can tell you this for sure and certain: Should it ever become necessary to replace my microphone or any of its parts - Where do you think I’m going to do my shopping?
With the humans, of course.