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Originally Posted by Kakyou
First of all. If you purchased the iLiad with a credit card, non-delivery is not really between you and the seller anymore. It's between you and your credit card company and between your credit card company and the seller. Basically, the CC company has your money, the seller has the cc companys money. So if you want your money back, you go to you cc company. Then they go back to the seller.
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Um...no. The credit card company will require you attempt to work out your problem with the merchant first. If that fails, then you can dispute a charge with the issuing bank, but you will have to show them your communications with the merchant up to that point in time. Investigating disputes is costly and time consuming, so nobody wants to be in that position: not the merchant, and not the card issuer. The merchant especially, as if the dispute results in a charge-back the merchant pays a charge-back fee in addition to whatever money is refunded.
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ecommerce is really not that hard. There are online shops that pop up overnight that can get billing, shipping, and customer service down with no problem. They just sign up for "Online store package A". It's not much harder than setting up a web domain. Irex's system looks more like something the president's 16 year old nephew who is taking computer classes put together.
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I do ecommece for a living, and getting it right actually is that hard. The real problem appears to be their supply chain on the back end.
Remember, they had no intention of launching direct to consumer sales at this point in time, so they caved to people banging on their door asking them to do it NOW and not later. It should be no surprise that the result is rushed and not polished. I think iRex is getting more criticism than they deserve for not being a good B2C operation when they were intending to be a B2B operation all along. They are two very different critters and everyone seems to be asking a fish to run the Kentucky Derby.
What iRex needs to do is assign someone as a customer representative or 'evangelist' to be the public interface for the early adopters. That would go a long way, but I suspect their big focus right now is getting the software revisions done, getting manufacturing issues worked out, and getting those B2B deals done.