Appauled at Zaino's service.

Less said:
I can't believe this thread is still going. Based no all of the information given, I don't see how you can blame this on UPS.



-Who blamed UPS? I said this: Do we know that's what happened here? No





If the package was really routed to Texas, there should have been some scan history showing that.



-I agree- which is why I said this: No- but Zaino could probably deliver the tracking of the package that went awry so you could see if the label was wrong or not (a scan of the package label).



While they're not perfect, UPS is one of the best run operations in the history of the world. The operational expertise it takes to move millions of packages all over the world, on-time, 99.9% of the time, is almost unfathomable.



-I TOTALLY agree: but what is .1% of 1,000,000 packages? It's 1,000 packages that can and do get mishandled (no one's perfect). They are usually just re-routed quickly as soon as the error is discovered. If I recall the UPS hub I was at was around 99.7%. (still very impressive)



Is it possible that UPS committed two seperate screw ups on the same package (sent it to Texas AND lost the scan history)?



-Agreed and said the same thing: No- but Zaino could probably deliver the tracking of the package that went awry so you could see if the label was wrong or not (a scan of the package label).



I guess it's possible, but based on the information given, and some of the other anecdotes posted in this thread, I would say that it's a thousand times more likely that Zaino simply didn't ship the package on time.



-That's possible which is why I said: Do we know that's what happened here? No



So without any additional evidence, that's the conclusion that I've come to.



Now, is that a HUGE deal? Not really. Do companies make shipping screw ups every single day? Yup. Is it a common, easily fixable problem? Sure.



The right thing to do would have been to admit the mistake, apologize, refund the shipping charge, and then re-ship new product via overnight delivery to satisfy the customer. Then worry about getting the first package back from UPS.



-Totally agree and that would be going above and beyond in delivering exceptional service.



Instead, it seems, Zaino did NOT admit fault, and they only did the minimum required to correct the situation (refund shipping charges). Furthermore, they passed the blame onto UPS without any supporting evidence. That's just not cool, and it IS appalling.



-I guess appalling to me is if no one ever responded to the complaint, did not answer emails or phone calls, ignored everything completely, and you still didn't have your products. (and I have experienced this level of service before)



Screw ups happen. It's part of life and business. Anybody can have great customer service when things go perfectly. It's when things go awry that the TRULY great customer service shows itself. In my opinion, denying responsibility, shifting blame, and only doing the minimum corrective effort does NOT constitute great customer service.
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- I respect your opinion and agree with most of your points. I just wanted to be sure my post wasn't misunderstood or unclear. Everybody is entitled to their opinion and at this point this is just an open discussion. :xyxthumbs
 
I managed to miss this thread until today(8-20). Most of the time I have ordered Zaino products - I have placed the order at 2 - 2:30 in the afternoon, then received it by 10:00 AM the next day. Their warehouse is two states away - and it's NEVER been more than two days.



My most impressive shipping performance was when I ordered a custom laptop from Gateway on a Wed. afternoon. They GUARANTEED receipt in 3 weeks. On Monday at 9:00AM, I decide for kicks to check the tracking - FedEx says delivered! Thinking this had to be a mistake, I go upstairs to check - and there it is - from Shanghai!
 
gizzsdad said:
My most impressive shipping performance was when I ordered a custom laptop from Gateway on a Wed. afternoon. They GUARANTEED receipt in 3 weeks. On Monday at 9:00AM, I decide for kicks to check the tracking - FedEx says delivered! Thinking this had to be a mistake, I go upstairs to check - and there it is - from Shanghai!
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Ha ha...that reminds me of the vitamin company in Utah that I order from that had me snookered for a while. I would order from them, and then a package would show up the next day, UPS ground, from Utah to NJ. The first time this happened I figured the package must have gotten mixed up with an air shipment. The second time, I figured they must not be shipping from Utah, but I looked at the UPS label and it said Utah. How can they get it from Utah to NJ overnight by ground?? I was pretty puzzled until the third time, when I took the package and ran the tracking number, and found that they WERE using an east coast warehouse, but the label still said Utah.
 
I made an herb crusted chicked with a white wine cream sauce which i put over a bed of basmati rice that was outstanding last nite.
 
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