I don’t care about procedures or the whys but this customer service is absolutely horrid and I can’t imagine the reasoning behind any of these procedures to make much, if any sense at all. I’ve worked in shipping and logistics for small three man companies up to large worldwide manufacturers for over 10 years and have never seen anything like this in my life.
I placed an order for a Ring doorbell on the website and didn’t notice that the color I chose was the one that was backordered until 1/18, (my bad, yes, but a common occurrence on the internet by millions daily), by the time I did notice it was past the 50 minute(?) order time to cancel an order. I used the chat and called customer support to try and do ANYTHING to get one here faster as I have packages being stolen off my porch: cancel the order, change the color that I ordered so it will ship sooner, ANYTHING, only to find out that unless I placed a second order I was SOL. The only marginal explanation that I could come up with is that the level of incompetence inside this company is so low that modifying an order less than 24 hours after it was placed would result in a complete and utter catastrophe unseen since the last world war.
I’m blown away at how little can be done at such a large company with the amount of assets and man power I imagine they have.