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View Full Version : Asda's incompetence on preorders, anyone else affected?



Icarus
12-11-2011, 04:23 PM
Warning, cool story ahead, because I'm pissed off and have to vent.

Thanks to LewieP and his eagle eye for bargains, I preordered Skyrim from Asda Direct, since it was far cheaper than Steam or Amazon.
Thursday rolls around, my order status on the website has changed to 'on backorder', along with a lot of other folks', according to Lewie's twitter. Call up Asda Direct, am assured that they rushed the orders through and that it would be shipped out Friday morning. She promises I'll have it Friday. Fine, I think, all well and good.

6pm Friday (release day), I receive an email saying that due to a technical error, my order has not been dispatched and will now be delivered tomorrow (Saturday). Starting to get very annoyed, now, because I actually ordered another copy to give to a friend, who's likewise eager to play.

Noon on Saturday rolls around- after I stayed in all morning to wait for the delivery, instead of going out to finish up Christmas shopping- and I decide to check the tracking page. The package was confirmed to have arrived at the HDNL's Yeovil depot not sixty miles from my house at 4am today. I call up HDNL and I'm told that the estimated delivery date is the 14th. Monday. Not today, as I was assured by Asda. I understandably get quite put out, and inform them that I was promised that the package would be here yesterday and why hasn't it been delivered? I'm then told that they only took delivery of it that morning, and also that they did not actually receive my full shipping address. It's safe to say that I'm inches from going postal at this point over this entire episode of bullshit because their incompetence has let my friend down, but whatever.

I finish the call and immediately ring Asda, who continue with their 'you should have it today' bullshit, and I tell him that I spoke with the courier not two minutes ago who informed me that it wouldn't be here til Monday, because Asda failed to supply them with my full address details. I ask- politely- that he pass on and confirm my full details to the carrier. He promises he'll do so and offers to put a 10 voucher on my Asda Direct account- which I've already gotten, and there's no point in doing so as I'll never use the service again, after this- and I inform him that I would rather have the goods that I've paid for and was promised would already be in my hands.

So the point of this whole sorry tale is this: Has anyone else had their Skyrim (or any other game) preorder from Asda or another service ruined by HDNL's and/or Asda's general incompetence, or am I just exceptionally unlucky? More to the point, is there an ombudsman figure I can complain at, or what should I do?

Unaco
12-11-2011, 04:42 PM
More to the point, is there an ombudsman figure I can complain at, or what should I do?

Be patient?

Mistabashi
12-11-2011, 04:48 PM
I have to agree, life is just too short to waste time worrying about a game being delivered a few days late, these things happen sometimes.

deano2099
12-11-2011, 04:49 PM
Obviously telling someone that it'll be there on Friday and then not getting it there isn't right, but most games retailers don't generally guarantee delivery on launch day, as so many things can go wrong. Most of the specialist stores are conscious of people wanting stuff ASAP so will make the effort, but I can certainly see ASDA not being the same. Also I imagine if you asked for a refund now you could get one, then go out and buy the game.

It's annoying when it happens, but I learned a long time ago that if you want something guaranteed for release day, you either buy it on the high street or pay extra for premium courier delivery. You're never going to get it as cheap as possible AND guaranteed for launch day.

Zetetic
12-11-2011, 04:52 PM
I'd contact the police if I were you. Use 999; you've already waited long enough, so I don't think you should bother with that non-emergency number bullshit.

Drake Sigar
12-11-2011, 04:59 PM
I have to agree, life is just too short to waste time worrying about a game being delivered a few days late, these things happen sometimes.
You're only saying that because you have Skyrim. :)

Icarus
12-11-2011, 05:04 PM
I'd contact the police if I were you. Use 999; you've already waited long enough, so I don't think you should bother with that non-emergency number bullshit.

Ha freaking ha. I'm more concerned about the runaround I was given after I called Asda up and they specifically said Friday. If they'd said up front 'we're very sorry, we cocked up and it won't be there until Monday', I'd be a lot less irate than I am now.

Scumbag
12-11-2011, 05:18 PM
Just curious: did they actually promise the items would be there on those dates or did they say "It should be there" on that date?
Just curious as I used to end up doing customer services for my old job and oftan found people mixed the two up and I oftan got accused of lieing to people despite I made sure each time not to say "It will be here" or "I promise it will be here".

But as others have said, be a little more patient. Its not great there has been a delay, but its hardly as if they just took your order, you contact them and they say "What game?" when you ask about it.

Icarus
12-11-2011, 05:21 PM
Just curious: did they actually promise the items would be there on those dates or did they say "It should be there" on that date?

I asked 'So I'll definitely have it for tomorrow' (ie, Friday, this was Thursday afternoon I rang them up), and the girl on the Asda helpdesk said 'yes'.

Izzmatazz
12-11-2011, 08:56 PM
I had the same shit with Amazon. I paid extra for "release day delivery!". Received it this morning :/

GraveyardJimmy
13-11-2011, 12:29 AM
I also pre-ordered with ASDA. Free delivery, DPD got it to my house on release day at 11am. I wasn't in and it said it needed a signature and their depot isn't near me, so I thought I'd be in with a wait, but the delivery man just posted it for me. A lot better service than other retailers I've had experience with (like the hut group), and pretty good for such a cheap price on release with free delivery (courier service).

However, they are apparently "unable" to give me an email that it had been shipped which left me quite worried until I bothered to actually check if it had been shipped.

duff
13-11-2011, 12:50 AM
I don't want to be the dickhead who says "I told you so" but this is the reason I never preorder games from anything other than Steam or Amazon. You can get good deals from retailers like zavvi but they are known to be less than reliable with delivery dates, admittedly you'd think a massive chain like Asda would be a safe bet. Oh well, its a mahooosive game so a few days is a small price to pay!

Kadayi
13-11-2011, 02:26 AM
Unfortunate, but shit happens. When everyone and their sister was gorging themselves on DXHR I was in a similar situation with my retail copy still in situ (from GAME). I understand your frustration, but if you're anything like the rest of us here, you've likely a backlog that you can tuck into. Find something you've had sitting on the backburner and invest yourself in that for the next day or so.

rsherhod
13-11-2011, 09:14 AM
Also, I think the entertainment side of ASDA is part of The Hut group, who frequenters of SavyGamer will tell you are pretty unreliable.

BillButNotBen
13-11-2011, 12:01 PM
Move to Japan.

Or, alternatively, don't pre-order games and wander down to the shop and pick it up sometime after it is released.

(though after fighting with Yodel for over a month to get my smartphone delivered, I do have a lot of sympathy... although in that case it was the courier company that were terrible and carphonewarehouse support that were pretty cool. )

ran93r
13-11-2011, 05:07 PM
My Asda copy arrived 8am Saturday and I still got a tenner off my next order with them by way of an apology, can live with that.

metalangel
13-11-2011, 09:31 PM
I preordered Test Drive Unlimited 2 from Asda, which came with a HEY WOW free exclusive Audi RS5.

The code never turned up, nobody got them, people complained to the useless customer service department who told us all a bunch of crapola. In the end we were given codes for the pre-order Camaro instead (which was from another retailer also operated by TheHut or whoever it is who runs Asda Entertainment).

Then, surprise! A few weeks later we got our RS5 codes too.

http://forums.testdriveunlimited2.com/showthread.php?t=32139

Suffice it to say I'm not bothering with buying games from Asda except in-store now.

Lewie Procter
14-11-2011, 12:26 AM
My copy, ordered from Asda, arrived on day of release. Sorry yours didn't...


Also, I think the entertainment side of ASDA is part of The Hut group, who frequenters of SavyGamer will tell you are pretty unreliable.

Actually in the last few months they relaunched. No longer part of the hut group.

mpk
14-11-2011, 02:01 AM
It's safe to say that I'm inches from going postal at this point over this entire episode of bullshit because their incompetence has let my friend down, but whatever.

As someone who used to deal with customer service complaints, this is the kind of bullshit overreaction that drove me to stab a guy and fuck his dead body. *

Let's make a list:

1 - You have actually received your item, although late.
2 - You received an apology and 10 compensation - any Ombudsman would see this as more than enough as you were not inconvenienced financially by the delay. Never mind that companies have eight weeks to resolve a complaint before an Ombudsman would go near it.
3 -Once Asda hand the item to the delivery company, the delivery date is out of their hands. They lose control of the item.
4 - If the delivery company did not receive your full shipping address, then the fault may be with their systems as much as Asda's. Alternatively, if you did not enter your full shipping address correctly, the fault is yours.
5 - You chose price as your priority, not service. If you go with the lowest available price, you shouldn't be surprised if service falls down in other area. This is why companies like Talk Talk are fined millions for the massive amount of complaints they receive.

Next time, if it's really, really important that you get an item day-and-date, choose a digital service, or go down the shops. Or, y'know, relax. It's not that big a deal.

*NOTE: I didn't actually do this. **

** He was still alive when I fucked him.

Lewie Procter
14-11-2011, 02:13 AM
Yeah, I have never ever heard of anyone getting 10 off their next order for a game being late by a day. I think that is fantastic.

Keep
14-11-2011, 02:44 AM
One time, I fedexed my passport & visa papers to immigration offices so I could safely leave the country and travel home for Christmas. Went for the safest'n'fastest (i.e. priciest) option available because I really could not afford any mistakes.

They delivered the return package to the wrong address. As in, a completely different town address. As in, a completely different zip-code address.

Result? I spent Christmas day with my Chinese neighbours - the only people I knew who didn't already have plans that day.

Having Skyrim arrive a weekend late because you chose the cheaper pre-order? Well I'm not gonna say it doesn't suck, but look at it this way: you saved some money; you didn't have to wait long anyway; it is just a game.

Icarus
14-11-2011, 03:01 AM
Lewie: No need for you to apologise, sir, I don't blame you at all. You have an eagle eye for bargains and I followed it.

On to the meat of MPK's post:


1 - You have actually received your item, although late.

Err, no I haven't. That's the problem, the whole reason why I posted so angrily (Which I kinda regret, but whatever, it's out there now). It's not 'late by a day', it's 'expected on Friday, then changed to Saturday, and then changed to Monday despite the seller's every assurance'. And to be honest after reading all the horror stories about HDNL/Yodel, I'm dubious about it arriving tomorrow as well now.

And let's be honest, it's not like 'we're sorry for the inconvenience' is a real apology. It's the 'I'm sorry you're offended' of the corporate world. I used to work customer service too, I know how the game is played. There's absolutely no admission of the actual fault. Don't be sorry for my inconvenience. Be sorry for your fuck-up (And it is theirs, I'm looking at my order confirmation email now and my full address is showing up).

Re: Relative price, it shouldn't matter, frankly. They were quick enough to take my money (a week and a half before despatch) for the product and delivery date as advertised, I think it's reasonable to expect a prompt service in return.

If Asda had at any point on the Thursday or Friday said 'we cocked up, we're very sorry, it'll be with you on Monday' I would be a lot less annoyed. As it is, I cancelled my plans to go out on Saturday morning and finish up my Christmas shopping in order to stay in and wait for a delivery that Asda had told me would be arriving that day. "Your delivery will be with you tomorrow", as per their email (emphasis mine), I think that would create in anyone's mind a reasonable expectation of delivery actually taking place on the day in question. If they can't keep a promise (or 100% ensure that it is kept), they shouldn't have made it in the first place. Not really rocket science, I think.

And I really couldn't care less if they gave me a 100 voucher, because if this is the standard I can expect from their service (and after googling 'Asda Direct are shit', I'm clearly not alone in my poor experience), I'm not going near them with a standard-issue ten foot dungeoneering pole ever again.

Right, to bed. Goodnight sweet forum.

metalangel
14-11-2011, 06:03 AM
Having Skyrim arrive a weekend late because you chose the cheaper pre-order? Well I'm not gonna say it doesn't suck, but look at it this way: you saved some money; you didn't have to wait long anyway; it is just a game.

That's not going to make him feel any better. "Yeah, your game is late, but look at it this way, at least you didn't get asthma while your cat died" doesn't mean much because it's outside the context of his situation.

On the flipside, go read the Test Drive forum I linked (and the other links it contains) to see people going properly nuts over that Audi. Shouting and screaming down the phone, caps rants in their emails, threats to sue them for wasting their time. I wasn't happy (my code to activate the in-game casino didn't turn up right away either) but for some you'd think ASDA had killed the aforementioned cat.

Zetetic
16-11-2011, 05:41 PM
That's not going to make him feel any better. "Yeah, your game is late, but look at it this way, at least you didn't get asthma while your cat died" doesn't mean much because it's outside the context of his situation
I'm fairly sure that the savings involved, that he will still get the game and so on are pertinent.

Ultimately, he's got to contextualise ASDA (and their selected delivery service) failure to meet the deadline; he should realise that someone selling him a game, particularly at a discount, isn't likely to be entirely reliable as regards delivery dates. Mostly, people don't give a fuck about games arriving a day late. Very few people will get particularly irate about a delivery of this kind turning up a week late - once in a while. Broadly, we have a socially widely understood standard regarding promises about computer games from large companies. It's disappointing when they don't come through, but it's very odd to place much on them doing so.