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Hi, This is Wayne. This is my site, my stuff, my blog, blahblahblah. The site itself is powered by WordPress and the Scary Little theme. I thought it was cool, and I still do.

January
21
2009
5:32 pm
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All this Presidential happiness has me, oh, giddy.  I can’t wait for Obama’s first non-inaugural address to the nation – a youtube fireside chat, if you will.

However, I sincerely hope the chat goes nothing like the chat I had recently with Crucial.

You know, that awesome lowest-price memory provider that usually comes through in a pinch?    They always have just the right ram for a server, desktop, laptop – even my routers!  The memory scanning and inventory tool they offer usually saves my rear-end, too because it simply takes too much time to go to a laptop manufacturer’s site and look up what kind of ram I need, how much I can put in, etc.  

Crucial usually saves the day.  But this time, they just wasted my time.

My credit card had two charges on it from last month

Now, I should mention — I’m not surprised at this – I’m positive I ordered and received this RAM.  However, in order to process my expense report and get reimbursed, I must provide receipts and/or an invoice to my company.

It’s a tax thing.

My email searches found nothing.  So I went online into my crucial account, and it also shows absolutely no invoices or orders at all (which is very weird since I’ve ordered 4 times this month!).  I figure something is up with their online system.

Just as I was thinking “something is up with their online system” in my head, the “WOULD YOU LIKE TO CHAT WITH OUR AGENT?!?!?!” popup decides to pop-up on my screen, popping up in all it’s popup glory.

Initially amazed by the mind-reading capabilities of crucial’s website, I quickly remember that I’ve basically never had a good experience with online chat, especially if I actually want something.  Oh sure, if I’m lonely and just want someone to while away the time with, online chats fill that void quite nicely.  But this time, I’m not lonely.

So I choose to go into chat.

Here is that transcript.  Follow along with me, won’t you?

Hello, my name is Doug . How may I help you?
Wayne Hall: howdy
Wayne Hall: I ordered a couple items from crucial last month with my amex, but I can’t find the invoice or order that came with it
Wayne Hall: my amex bill says
Wayne Hall: Crucial.com – Lexarmed 800-336-8915 12-23-08 $99.65 07015238 5934 78758 CM Ref: 5934 Supplier Ref: 0701523800
Wayne Hall: and Crucial-Com – Lexarmed 800-336-8915 12-29-08 $70.22 07036251 5934 CM Ref: 5934 Supplier Ref: 0703625 1000
Doug : May I please have your Crucial order number or e-mail address used on the order?
Wayne Hall: the 5934 is my po number, but I can’t find an invoice. I also don’t know the order from this on the bill
Wayne Hall: I can’t find the order number which is why I need help.
Wayne Hall: email would have been xxxxx@xxxxxxxxxx probably
Wayne Hall: but when I login to “my account” it shows absolutely no orders ever
Doug : I have emailed an invoice to xxxxx@xxxxxxxxx.
Wayne Hall: just got an invoice
Wayne Hall: but that invoice is not for either of the items I showed
Wayne Hall: I need 2 invoices – one for $99.65 and one for $70.22
Doug : That is the only order I see with email you provided.
Doug : Please call our customer support so they can help find your order.
Doug : You can reach them toll-free at 1-800-336-8896 (U.S. and Canada only) or at 208-363-5790. Their hours are Monday through Friday from 7 a.m. to 6 p.m. (Mountain Time).
Wayne Hall: also, that invoice was from 2007
Doug : Again, only order with that email.
Wayne Hall: What about yyy@yyyyy? (I supplied a different address to search for) 
Wayne Hall: or zzz@zzzzzzzz
Doug : No, you did not give me that email address.
Doug : Please call customer support so they can help you.
Wayne Hall: I know I didn’t. I’m giving it to you know
Wayne Hall: er, now
Doug : this is difficult for me to do on chats.
Wayne Hall: let me ask this. Let’s say I wanted to contest this charge. Is there anything identifiable in the information I gave you that indicates the order
Doug : They will be able to help you.
Wayne Hall: won’t they also ask for an order number?
Doug : We can find this order.
Wayne Hall: great! send me the invoice please
Doug : They can research this better than I can because I am on chats with four other people.
Wayne Hall: so, because you’re too busy to give me good service, you will send me to someone else who will fail to give me good service.

Ugh.  So my next step is to sit on the phone for 30-45 minutes and try to hash this out.

OOOH! I just got an idea. If they still can’t provide an invoice to me proving the charges are valid, I can just file a dispute, and THEN they’ll be sure to provide an invoice, right?

UPDATE: I did, in fact, spend 45 minutes on the phone with a customer support rep.  The guy was very patient, very friendly, and very eager to help.  He tried everything.  We searched on PO number, ship-to address, name, company name, credit card number and still couldn’t find it at all.

So in the end, he was not very helpful.

He agreed that a credit card dispute would likely ferret out an invoice.  So that’s what I’m going with.  I love it when they agree with me!


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