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Disappointed customer (Read 3713 times)
Tom_133317
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Re: Disappointed customer
Reply #15 - May 12th, 2010, 2:22am
 
I think the moment they click "mail with blank envelopes" and they see the recipient entry section vanish, that they conclude it is impossible to send cards to others that way, thus GCU may not know how much demand is really there.  
 
I'd suggest the checkboxes be:
 
1. Mail directly to someone else
2. Mail to someone else with blank envelopes
3. Mail to me with blank envelopes
 
... and adjust the addressing sections accordingly.
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Joan_135833
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Re: Disappointed customer
Reply #16 - May 12th, 2010, 6:14am
 
I'd like to agree with Tom's reasoning and second his suggestions. I recall having been similarly confused and believe that all the choices should be presented as clearly as possible.
 
The "mail to someone else with blank envelopes" option could be useful in other ways that I can imagine, besides the sending of a gift; perhaps in a business setting (outside customers as well as GCU designers), the person ordering could want the cards to be sent somewhere - with envelopes - other than her own address.  
 
The recent changes with the fulfillment partner notwithstanding, I also thought that Kathy raised a very valid point about displaying the cut-off time - however late that may be and in which time zone - for next-business-day mailing.
 
That brings me to one last thing that I've often wondered about: what are the hours that the toll-free telephone number is answered, and might it not be appropriate to post that information with the number itself? The most recent time this occurred to me was when a customer who was concerned about shipping times for a custom order was planning to take my suggestion to phone for advice. I recall thinking that there were a couple of time zones between this customer and GCU and realizing (again) that the hours of operation were not immediately evident.
 
Thanks for the ongoing evolutionary process!
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Mindy
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Re: Disappointed customer
Reply #17 - May 13th, 2010, 3:48pm
 
Quote from Joan_135833 on May 12th, 2010, 6:14am:
I'd like to agree with Tom's reasoning and second his suggestions. I recall having been similarly confused and believe that all the choices should be presented as clearly as possible.

The "mail to someone else with blank envelopes" option could be useful in other ways that I can imagine, besides the sending of a gift; perhaps in a business setting (outside customers as well as GCU designers), the person ordering could want the cards to be sent somewhere - with envelopes - other than her own address.

The recent changes with the fulfillment partner notwithstanding, I also thought that Kathy raised a very valid point about displaying the cut-off time - however late that may be and in which time zone - for next-business-day mailing.

That brings me to one last thing that I've often wondered about: what are the hours that the toll-free telephone number is answered, and might it not be appropriate to post that information with the number itself? The most recent time this occurred to me was when a customer who was concerned about shipping times for a custom order was planning to take my suggestion to phone for advice. I recall thinking that there were a couple of time zones between this customer and GCU and realizing (again) that the hours of operation were not immediately evident.

Thanks for the ongoing evolutionary process!

 
Points well taken...
 
The customer service line is answered Mon - Fri (excluding holidays) 9am - 6pm Pacific Daylight Time.  
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Tom_133317
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Re: Disappointed customer
Reply #18 - May 19th, 2010, 4:30am
 
Just as a follow up on order #298207 mentioned earlier as Reply #6 in this thread.
 
The custom card I ordered for this customer early on May 6th, a Thursday, was "shipped" on May 10th, a Monday, and was received by the customer in Paris Illinois on May 15th, a Saturday.  10 days total.
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Mindy
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Re: Disappointed customer
Reply #19 - May 27th, 2010, 5:32pm
 
Quote from Tom_133317 on May 12th, 2010, 2:22am:
I think the moment they click "mail with blank envelopes" and they see the recipient entry section vanish, that they conclude it is impossible to send cards to others that way, thus GCU may not know how much demand is really there.  

I'd suggest the checkboxes be:

1. Mail directly to someone else
2. Mail to someone else with blank envelopes
3. Mail to me with blank envelopes

... and adjust the addressing sections accordingly.

 
We're going to keep it simple for now and just adjust the label heading when you choose Mail with blank envelopes:
 
from:
Your Shipping Address:
to
Shipping Address:
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