I like to think that JR does a good job not making business mistakes.
But the truth of the matter is, every business makes mistakes at some point. Some are larger than others. For example, Target’s register may ring up a different price than what was on the shelf… Or a car repair company may estimate a certain price and then have additional unforeseen costs that cause the estimate to explode. But there’s a certain way you go about handling mistakes to make sure they don’t get worse.
For example: Let’s say a customer places an order on your website for a product… As a business, you then turn around and tell the customer that you guarantee it will ship on a certain day.
Now let’s say you didn’t ship the order to the customer on that day. In fact, the customer didn’t get the product within 2 weeks of the shipment date, and has now figured out that the order was not shipped as stated… As a company, what should you do?
Well, most companies do exactly what you should do… You first and foremost apologize to the customer, thus hopefully saving their business in the future. You then correct the problem as fast as possible, either by telling the customer when you WILL ship it, or by shipping it that second, or by giving the customer an immediate refund if you plan on never shipping it.
What you don’t do, is tell the customer that “shipments started on the day we said they would” and not tell the customer when they will be getting their product.
That’s exactly what has happened in the case of a company that I thought had a lot of potential, but is now circling the toilet. CherryPal Guaranteed shipment of their new Green PC on November 4th. I haven’t gotten mine, and have set in 2 emails now asking when I would get it. Both times, getting replies that shipments started on the 4th. Even on their feedback site, other people are reporting not getting theirs yet, and of course, the reply is the same.
In any case, a response from the company as to exactly when customers should expect to receive their shipments would be a great thing. Updating their website in general would be a great thing.
The worst part is they claim they are learning from their mistakes. They should have learned in June that this is not a good thing to have happened (this isn’t the first time they’ve had problems delivering). In any case, the game is over in my mind… I’m probably not even going to be able to get my money back.
To all the brand angels who are still promoting this product, shame on you as well… It’s time to cut your support for the management of this company, and find another lower-power, affordable PC to back.