I have the same exact problem with PI concerning a PH meter and
shipping the wrong yeast.
Tim
> I appreciate what you're both saying. Greg, my point was that they
> went ahead and shipped whatever portion they felt like, however they
> felt like, without consulting me whatsoever (in spite of their
> ordering mechanism leading me to believe that they would do
> otherwise).
>
> Most of my email communication was with Debbie Lam. I did inform her
> of my reason for dissatisfaction in my last email when I requested
> that the last part of the order be cancelled. Her entire response was
> "Your backorder is cancelled." -- no apologies or offers to take any
> other action to rectify the situation. Not that I was expecting any,
> but this seems counter to your suspicion that they would try harder to
> correct the situation.
>
> I can appreciate that they may be swamped during this year's crush,
> and I can also appreciate that they may be too accustomed to working
> with customers over the phone and may not yet have come to grips with
> their new web-based ordering system. But the fact that I can
> sympathize with them doesn't for one second mean that I would want
> anyone else to experience the frustration and needless expense that I
> have. I bear no grudge against them as human beings -- I just want
> people to be aware that this situation occurred, because in my mind if
> it's happened once to me it could just as easily happen again to
> someone else.
>
> Anyhow, they're lucky that they seem to have built up a lot of good
> will with their customer base. Hopefully incidents like this, whether
> caused by growing pains or whatever, will be few in number and not
> damage their reputation much before they work out the kinks.
>
> Richard
>
> "Negodki" > wrote in message >...
> > "Greg Cook" > wrote:
> >
> > > Hmm, It seems you have quite a tough time with this order. My experience
> > > with the folks at Presque Isle have always been positive. I'm wondering
> > > if you tried using the telephone and talking directly to them? Your
> > > message intimates that you were corresponding entirely by email.
> > > Sometimes, if there is confusion, direct one to one talking makes all
> > > the difference.
> >
> > I also had problems with Presque Isle this year. They got three things wrong
> > on my 10-item order, and didn't respond to my emails asking them to rectify
> > the situation. I finally spoke to Debby Lamm, and she sent me the correct
> > items with apologies for the difficulties. Everything was solved before she
> > finally got to my emails, which gives you some idea of the backlog they are
> > experiencing.
> >
> > They have been extremely busy this harvest season, and I think they hired
> > some new staff to handle it, but haven't had time to train them properly.
> >
> > In my experience, they will always determine the exact shipping costs for
> > you before shipping your order, if you ask them to do so. They will also use
> > any alternate shipping method you wish, and they are very willing to accept
> > responsibility for errors, and correct them. UPS brokerage fees are
> > standard, and Presque Isle is hardly responsible for them, anymore than they
> > are for any Canadian Customs duties which may be assessed. It might have
> > been nice if they had warned you that there would be such fees, but it is
> > also reasonable that they might have assumed you knew what happens when you
> > import goods into your country, and chose to order regardless. The same
> > thing happens when I import goods from Canada.
> >
> > Furthermore, if you were to discuss what happened with them, I suspect they
> > would try to do something to make up for the difficulties you experienced,
> > perhaps ship the Hannah without further freight charge, and by post to
> > alleviate the brokerage fees.