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More screw-ups from HarperCollins... Sigh [resolved]
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Edit: long-winded, rambling explanation replaced by concise version:

HC dispatched my Tolkien Deluxe Collection boxed set to the (currently unoccupied) Billing address on my order instead of the delivery address, and it sat outside the house (thanks to UPS requiring no signature) and went AWOL.

After some discussion with HC (which took a while as the person dealing with the Tolkien site was away), this has been resolved and they sent me a replacement set to the correct address.

Stu

Posted on: 2009/2/2 5:17


Re: More screw-ups from HarperCollins... Sigh
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This doesn't surprise me. I actually ordered two copies of the Super Deluxe CoH a couple of months ago and they were simply left at my doorstep! Fortunately, I have an enclosed breezeway of sorts, so nothing happened to them, but to leave two copies of that book with no signature requirement was surprising. I am assuming that since they dropped the price of shipping, they also dropped the quality of shipping service as well. My two copies only cost 5GBP (total) to ship the U.S.

Stu, would you care to let us know what number (of 500) you received of the limited deluxe CoH? Just interested to find out how close they are to sold out.

Posted on: 2009/2/2 7:09


Re: More screw-ups from HarperCollins... Sigh
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Well, I just got the invoice copy through to my work address this morning, and it has the delivery and billing addresses reversed.

I guess there is always the possibility that I made a mistake filling out the web-form and did it in reverse (although to be honest it doesn't seem that likely, given that I have several orders from them all with differing addresses).

With the last order (for the SuperDeluxe) I did with them I also had different billing and delivery addresses and they sent *both* the item and the invoice (separately) to the delivery address, so I suspect they manually transcribe the information from the web system and sometimes it gets done incorrectly.

It's a pity that the confirmation emails and screens on the tolkien.co.uk website don't show the address details as it makes it impossible to verify what got entered after the fact. I guess it's the problem of a wholesaler trying to act like a retailer without the systems in place to support doing so.

Presumably the info will be in their web-order system somewhere, so hopefully I will find out if it was their error or I'm getting senile.

Stu

Posted on: 2009/2/2 16:22


Re: More screw-ups from HarperCollins... Sigh
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I just had a brainwave and started a new transaction on the website to see what defaults for the addresses it would give me - and guess what - the default billing and delivery addresses were correct (bill home, deliver work), so it definitely just looks like HC making a transcription cock-up when they processed the order.

Hopefully it's a one off and not too many people have been cought out in the same way.

Stu

Posted on: 2009/2/2 18:11


Re: More screw-ups from HarperCollins... Sigh
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Just as an update to finalise this thread, HC have agreed to send me another set to the correct address.

There were a few odd things that didn't quite stack up in the info I got from HC, so I'd recommend anyone ordering from the site just takes screen-shots of the address details as the order is confirmed, especially if you are using different billing and delivery addresses. This is important as the email confirmation they send out does not include any address info.

However, like I say, they have done the right thing, and all is well that ends well.

Stu

Posted on: 2009/2/10 15:20



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