Customer Service OR Customer Demanded Service (I)

In this country, customer service is not widely practiced. If a customer need customer service, they have to demand it. Below is the transcript of my email with the customer service officer of one of the online notebook retailer:

My first email:

Hi,

I'm extremely disappointed with xxxx product delivery lead time in my recent order with xxxx.

I submitted my order online on 22-Oct night, and when I check the order status online today, it was stated the scheduled delivery date is 9-Nov. It is far off xxxx's promise of 5-7 business days.

I spoke to your customer service rep just now, it angered me even more, as the only advise from her to me is to wait without able to tell me a firm delivery date.

I need your help to expedite the product delivery. If I'm not getting my delivery in the next two days, I'll need to cancel the order. All my projects was delayed just because I can't have my laptop on time to start work. The best part is still I'll have to pay a cancellation fee when xxxx cannot deliver its promise.

All this while, xxxx gives me the experience and perception of fast delivery and good customer service, but I'm extremely disappointed with xxxx this time, your poor delivery and bad customer service.

Thanks.

The reply from the customer service officer is classic:

Thank you for contacting xxxx Customer Service.

We apologise for the delay to your order.

Your current estimated date of delivery is on (or before) 09-Nov-2009.

Due to the popularity of the product our demand has exceeded supply. xxxx will always try and improve the delivery date on your order.

If you are not at home you can arrange for another adult to accept the delivery at the delivery address on your behalf .

If there is no one to accept the delivery, the carrier will leave a calling card for you to schedule an alternative delivery date.

Thank you.

Standard response, telling my what I'd already known. Next, I triggered my customer demanded service:

I'm sorry, but your reply made me even mad. YOU ARE NOT READING AND UNDERSTANDING YOUR CUSTOMER COMMENT / COMPLAINT AND TRYING TO SOLVE IT! You just take the standard reply and close the call.

Ultimately disappointed. Thumbs down.

And I finally got the answer I wanted:

Thank you for contacting xxxx Customer Service.

We have checked your order and the delivery is scheduled on :

04/11/2009 09:00 - 14:00

To answer your earlier enquiry, if you do not receive your order by today, you can contact us to cancel the order.

Thank you.

Really pity the customer service officer, I'm sure they will face people who are more demanding. Is it their fault, don't think so. The company that employed them do not equip them with the necessary knowledge before putting them into their working position.