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Originally Posted by Sharkus
I'll admit that Kobo could probably do somewhat better with the tracking system. I'm fairly sure that we don't ship out the devices ourselves, have a feeling Ingram is used to do the distribution, and it's possible that there may need to be some tightening up between our system and theirs to display things properly, get confirmation emails and such. It's not my area of expertise so I cannot really comment on it.
I think it's a little unfair to compare shipping something from Kobo with Amazon. I'd take a guess that Kobo's distribution is a little bit smaller than that of Amazon. It's possible this is because we only ship devices and accessories, whereas Amazon ships pretty much everything, up-to and including the kitchen sink, and therefore they have a very large existing infrastructure to deal with things, I believe they have many distribution facilities in the US and no doubt other countries too. I'm not sure on the size of our distribution setup, but it will probably be far smaller than Amazon.
Perhaps the real question is what part of the experience is the problem, is it the order process and notification of progress that is frustrating people, or is it the time taken between placing the order and it being delivered?
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Quoting my post from the Kobo bad customer service thread:
Quote:
Originally Posted by ilovejedd
Just received my Aura HD (Los Angeles, CA). No wonder Kobo's customer service reps had no idea about order status. Packing slip on mine said it shipped directly from Ingram Micro which is an electronics wholesale/distributor. That said, pretty sure Ingram Micro provides Kobo with order info so Kobo should still develop a way for customers to easily track orders online.
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I think it's really just the order notification and tracking system that needs to be set-up. I personally don't mind if an item doesn't ship quickly as long as there's an easy way for me to check the order status.