I’ve always wanted to like Amazon. A million years ago they were a place where you could find all sorts of reading material that your small local bookshop didn’t carry or that they didn’t have much interest in getting for you. Time passes. Things evolve. Amazon is now all things to all people – literally where you can go to but everything including the kitchen sink, listen to streaming radio, or find a bit of in-house produced “prestige television.”
The more Amazon has grown, the larger their catalog of merchandise has become, the worse the overall experience of dealing with them is. Over the last 12 months I’ve received more damaged items and made more returns to them than I have in my entire time as an Amazon customer up to this point. It’s a pity, because Amazon is just so damned convenient.
I won’t go so far as to say I’m parting company with Amazon – but I can go out of my way to make them a vendor of last resort. Even if that means a bit more inconvenience and expense for me, I’m just petty enough to put my money where my mouth is. I’ve cancelled my subscriptions and know that means spending extra time to find books coming from Powell’s, Barnes & Noble, or searched out from individual used book shops. It means either shlepping out to the local Petco for dog and cat food or finding more consistent online sellers. It means getting use to paying for 2-day shipping in some cases.
Sure Amazon’s customer service is always quick with a refund or offering up a replacement, but being johnny on the spot with those things shouldn’t be the norm. If they’re not interested in delivering a product not beat to shit or spewed open inside the carton during shipment, they’re not interested in hanging on to at least this one customer. Sure, losing a couple thousand dollars a year in revenue isn’t going to break Amazon, but it’s the one voice I know capitalism understands when echoed by enough mouths… and all because the world’s greatest retailer can’t be bothered by a bit of proper product packaging.
I have a standing order with Amazon to deliver dog food, cat food, and litter on a monthly basis. It hasn’t been an altogether satisfying relationship thus far. Two out of the last three orders have been what I’ll just call “defective.” Today’s order included a bag of cat food in fine shape, a box of cat litter in fine condition, and a bag of dog food with a blown out corner that emptied half the bag’s contents out into the shipping box.
Look, the dogs loved the fact that I schlepped this 50 pound box through the middle of the house trailing kibble behind me, but it wasn’t the kind of experience I’d have paid for if given the opportunity. I’m a simple guy who just wants things to arrive undamaged. I don’t feel like that’s really an unreasonable position on my part as the consumer.
I dutifully fired up Amazon’s customer service chat and to their credit they immediately offered to ship out another bag of food or give me a refund. The Amazon business model is a real wonder of the modern – as it seems it’s cheaper for them to replace every fourth or fifth thing I buy than it is to spend a few extra cents on proper packaging for their products.
Amazon isn’t the only game in town, but they are generally the most convenient for setting up recurring orders so I’ll keep using them. They’ll keep sending out items in piss poor packaging. I’ll keep sending for replacements. And the whole machine will keep on working. Somehow, though, it feels like there could be a better way.
1. The “to read” pile. I’ll be the first to admit I’ve always had a problem with acquiring books. For most of my adult life it’s been manageable largely because I moved every couple of years and shipping large boxes of books gets expensive. I had an incentive to purge the shelves from time to time. After settling in at Fortress Jeff, though, moving every three years didn’t become much of a threat. What we have now is a collection of books that I want to read, but just haven’t gotten around to yet. The shelf I bought to store this unread library is already filled to capacity and spilling out across the floor. It’s a hot mess. I read an article recently that argued your “to read” pile should always be larger than the collection you’ve already read because it reflects your goals as well as you’ve accomplished… but I’m fairly sure they were thinking about books that teach you things and not a shelf filled with detective novels you’re going to get to at some point. If I were slightly less compulsive about displaying books-as-conquests I could probably have convinced myself to get a library card or fully embrace e-books. Now with no physical check on how many is too many, I fully expect the pile to get worse long before it gets better. I need to either make more time or learn to read faster.
2. Geography. I got a notice that something I ordered online has shipped and was expected on time for delivery. I was apoplectic to see that it was scheduled for delivery “tomorrow” but was sitting quietly in New Jersey. It turns out that even after being here for more than seven years it’s hard to remember that this part of Maryland is about 25 feet from New Jersey and items might not take a week to get here from there.
3. Facial recognition. Monday afternoon I was having trouble getting my phone to unlock with facial recognition. Having to manually enter a six digit password is so 2000-and-something. It was annoying. In displaying my annoyance to the phone, I inevitable scowled at it… at which point the fucking thing immediately opened. Apparently that really is “just how I look.” Frankly, though, I’m a little surprised the infernal contraption didn’t also require me to roll my eyes.
1. Spoofed calls. In the last 7 days I’ve gotten twelve calls that caller ID indicates are originating in the greater Baltimore area. I’m sure there are still many people who answer every time their phone rings. That these spoofed calls even exist as a thing is proof enough of that. I mean scammers wouldn’t be doing it in the first place if there wasn’t money to be made. Of the 37 ways you can communicate using a modern cell phone, actual voice calls are my least favorite. If I barely use the thing to make or receive calls to people I actually know, I’m not sure what chance the average phone scammer has at getting me to pick up. All their doing at this point is basically finding a new and interesting way to interrupt me when I’m trying to use the phone for something else… and that’s really their unforgivable sin.
2. Packaging. Since last Thanksgiving or so, I’ve observed a continuing trend of my online orders regularly arriving damaged. Some of the damage can easily be attributed to being beaten to death by the delivery service – smashed boxes, items left where they can be rained on, etc. More often though, the outer boxes arrive in fine shape, while what they contain is scuffed, mangled, or mutilated well beyond what I’d consider “fair” for an item purchased in “new” condition. I’ve lost track of how many items I’ve returned to Amazon and other retailers at this point because they can’t be bothered (or most likely just don’t want to pay) to package items in an appropriate way to prevent damage in transit. Until they do, I’ll keep making them spend twice as much in returns and replacement of damaged items as they would if they’d have just packed the damned box the right way the first time around.
3. Weekday Protestors. I first observed this behavior when I worked in DC. Someone would get a bee in their bonnet and the next thing you know a couple of thousand people would show up on The Mall to protest in the middle of the week. I see it now all over TV. What I want to know is who are these people that have nothing better to do in the middle of the damned work week than finding a position in front of the television camera, stamping their feet, and throwing a hissy fit until they get their way? Seeking redress of grievances is well and good, but I’m curious about the people who have time to do it day after day and sometimes week after week when the rest of us poor working stiffs are busy, you know, actually working. I mean even on my days off, there’s errands to run, laundry to do, yard work to tend, and a list of projects a mile long that wouldn’t get done if I were out wandering the streets waving my homemade poster-board sign with its cheeky slogan. Feel free to do what you want and all, but I’ve got a household to run and actual shit to do.
1. Shipping. If you’re selling a book as a “rare first edition” in “like new” shape, don’t be surprised if I call raising three kinds of hell when it arrives at my house with a shredded dust jacket and mangled pages. especially when the only shipping method you offer is “dumped in an unpadded plastic envelope, slap a shipping label on it, and hope for the best.” There are entirely too many options available to justify dealing with a company that clearly has no regard for their own product. 0/10. Would not recommend.
2. Disagreement. There’s a trend that has always been built into the internet – stretching back into the dim mists of newgroups and chat rooms – that is constructed around the idea that if you don’t agree with every single point of my 12-point statement, you are a communist Nazi heathen enemy of humanity whose father smelt of elderberries and we can’t be friends. I suppose it’s fine if you feel that way, but I generally like my discussion and opinion to have a bit more nuance that’s more fitting in a world where virtually nothing is ever 100% one way or the other. Whether you agree with me or not, I’ll continue to state my opinions in what I hope are reasonable and constructive (and often sarcastic) ways. What I won’t do is feel any compulsion to defend my opinion from someone having a “come at me bro” moment. If I do engage in that discussion, I promise, it’s purely because of the entertainment value I’ll find in it.
3. The rules. In this place there are many rules. I did not write them. I am not making them up on the spot. The rules were here before I arrived and will be here long after I am gone. The fact that there is a rule (or rules) preventing you from doing that which you want to do is one of those facts that is interesting, but not particularly relevant. While I may share in your frustration, you’re really going to need to find someone with the authority to change the offending policy, regulation, or law before there’s a damned thing I can do about it.
After getting my notice of another Amazon Prime subscription price increase, I’m realizing that I either need to start using it for more than watching 10 episodes of The Grand Tour a year or get rid of it. I signed up way back when Prime’s major benefit was two day shipping on books. Although it offers many more features now, I find I’m barely using it for any of them. With many of items I’ve bought from Amazon recently not making the 2-day shipping window and/or being damaged to some degree in packing or transit, it’s starting to feel like less of a bargain overall – especially when Amazon has opted to push it over the $100 price point.
I’m well aware that arguing over the value of $21 per year increase is patently ridiculous on its face, but there’s just something about that three-digit bill that really sets me wondering just what the hell I’m paying for and if it’s actually worth it. In all likelihood I’ll just go along letting apathy and inertia carry it along, but don’t let that in any way be confused with my willingness to bitch and complain every year when that $120 bill shows up in my list of financial transactions… because I still want my dented and damaged crap showing up in two (or three or four) days.
I supposed that’s what Amazon has been counting on all along.
1. The cold. Whatever tolerance I built up for it during my formative years in the shadow if Savage Mountain has been worn away by too much of my adulthood spent in the south and along the flatter lands of eastern Maryland. This shows itself in my current situation of sitting inside with the furnace running flat out, wearing two shirts, a sweater, and wool socks, and wondering where one goes to order a nice set of long johns. I use to think the North Woods of Maine might make a nice place to end up… I’m afraid I’m going to have to reconsider this position.
2. Why aren’t we talking about “Topic X more?” I read an article online a few days ago complaining that we were no longer laser focused on whatever happened to be the Issue of the Month a couple of months ago. I’m sure all the previous Most Important Things are still important. Personally it’s that I have limited RAM to allocate to the whole universe if things there are to give a damn about. It’s allocated to work stuff, stuff to keep the house up and running, getting from here to retirement, a few things I’m passionate about, and then one or two crises of the moment. That’s it. The world has always been full of problems that need solving. 100 years ago we only saw the ones we happened to walk past. I really don’t think the world is any more in the shitter than it was back then. The only thing different is now we can find out just how jacked up things are in every corner of the world instead of only our little part of it.
3. Shipping Address. There’s an agency in the federal government that I order products from every year. The products are billed automatically and shipped out as soon as they are released. Easy peasy. Except no. This year, the first of these was scheduled to ship out to an address where I haven’t lived in three years. I have no idea. Fortunately I caught it before processing was complete. They couldn’t manage to change the address of an order “in progress” but at least I got it cancelled before it arrived safely to whoever is living at my old address. As turns out, their ordering system was picking up the old address because you have to change the shipping address in at least two places on their website. Instead of just clicking the button that says “change address” under your profile, you also have to go in and change your address under each individual product. I ended up entering the address in three separate locations in addition to the correct address that was already built into my online profile. That seems incredibly counterintuitive, but then again it’s a federal website so perhaps it’s not at all surprising… although that doesn’t explain how the shipping world out ok last year. Sometimes it’s best not to ask.