Posted: Thursday, August 28, 2008
A long time ago, in a galaxy far far away, an order was placed with NFLShop.com for a Favre Jets jersey. The saga begins normal enough with the announcement of a trade between Green Bay and New York for an NFL icon. Shortly after the announcement, our hero decides to place an order for the already-advertised jersey. Admittedly, the order wasn't placed until the day AFTER the announcement.
First Stop: Silly me for thinking about going to the NY Jet's website. As I posted earlier this month, more than 1 person had the same idea as me and the site crashed from the onslaught of traffic. Management Lesson: Give IT a head's up so they can prepare for the traffic. You didn't need a crystal ball to predict the spike in customers.
I tried multiple times throughout the day to place the order, but was continually greeted with "Sorry, the shop is inaccessible temporarily. Please try again later". Management Lesson Learned: Missed business opportunity.
Another Option: The next morning, someone suggested NFLShop.com. Why didn't I think of that? Seriously - the prospect of the NFL missing out on that revenue should have dawned on me the day before. So I browsed over to the site, and YES!!!, right there on the homepage is a convenient ad touting the availability of the #4 Jets Jersey. A few clicks later and my order is complete! Mission Accomplished!
A week goes by and the status of my order remains "Special Order: Awaiting inventory". I call again and the customer service rep informs me that she doesn't know when it will be ready for shipment. She politely informs me that she would be happy to cancel my order if I would like. No thank you. Oddly enough, there are plenty of others in both New York and Wisconsin who could be seen wearing the new jersey - did they order before me and I'm still #10,490 in line?
More time goes by and answers remain elusive as to where the jersey is. The saga continues.
Further calls and emails ensue politely asking for a status update on the order. By now, the folks at NFLShop.com have their responses scripted and can rattle them off without thinking twice. What amazes me is the constant suggestion that I cancel my order. I kid you not - they genuinely believe that cancelling my order for me will result in a happy customer and they give me that option at every turn. Thanks guys - but I wouldn't be politely inquiring about my order if I wanted it cancelled. Every saga needs a morale undertone, and this saga's nagging question is "Why do nice guy's finish last?"
And who could forget my new best friend Delores:
What amazes me is that they continue to advertise it. Should I finally take them up on their offer to cancel my order and place a new one so that I can "get it today!"?????
Every Saga Needs An Ending
Luke Skywalker defeated Darth Vader. Indiana Jones saves the day (and the world). Austin Powers reconciles with Dr. Evil. The Godfather learns what loss means. How will the Favre Jersey saga end? Stay tuned.
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