[speedlever]

I really hate to see Borders in trouble. Competition is a good thing. I also hope B&N survives and keeps Amazon on their toes.

But a case in point w/r/t Borders. I have a gift card which I've been making purchases against. I tried to place an order this morning but the system wouldn't let me because it thinks my remaining balance is too low. I check my order history and there is plenty of credit remaining.

So I called Borders CS. While the CSRs spoke English, it was heavily accented and difficult to understand.. going both ways. I spent nearly an hour on the phone with three different CSRs (one due to a dropped call on their end) and they say it will be fixed.. but it hasn't been yet. The CSR tells me they had a technical glitch and the system charged me for two orders on one day. My order history does not show this.

I can't believe it could possibly take 60 minutes (being continuously put on hold for minutes at a time) for the CSR to look into and correct this issue. I'm not convinced it's fixed yet.

I don't know if this is an anomaly or if it's representative of Border's approach to business. If the latter, they deserve to fail.

I am NOT impressed.

Edit: It took another call to Borders CS to fix the problem. But it is fixed now.
There's also an option for anyone calling about the Borders reorganization too. Interesting.