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Bad experience, time to update the backend system?

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Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/11/2011 at 06:17
budperm View Drop Down
Optics Retard
Optics Retard
show me your sheep!!

Joined: January/01/2009
Location: Pennsylvania
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Yeah, agreed!!!!  But it does leave ya wondering what the wad was!!!!! Shocked
Post Options Post Options   Thanks (0) Thanks(0)     Back to Top Direct Link To This Post Posted: March/11/2011 at 11:20
Chris Farris View Drop Down

Joined: October/01/2003
Location: Texas
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Points: 7827
Originally posted by gose gose wrote:

This morning I found a scope (on the samplelist) that I've been thinking about buying for a while.The price was right, so I decided to buy it.
I fill out all the information, but when I hit submit I get an error/exception message from the web server.
I then proceed to call CS to place the order there instead, but I'm then informed that the product already sold. However, when I get back to my computer I have a confirmation email in my inbox. Checking the web site, the product is now listed as sold.
I'm now a bit confused, thinking that maybe I was the one who bought the product, so I call CS again, but then can't even find me in the system and ask me to call back in a few hours (something about their system not getting updated/refreshed very often)
30 mins ago I look at my order status and it says "Waiting to ship", which sounds encouraging, but to make sure, I call CS again. They finally find me in the system, but tell me that it was sold earlier this morning and that my order will be canceled.
In this day and age, and from a company of SWFA's size, this is just not acceptable... Maybe its just me having a very low tolerance from working in the software business, but it's not really encouraging me to try again.
There is nothing wrong with our back-end system, in fact it is extremely high end and state of the art.
The problem is managing one of kind products that have the ability to be sold via two different and separate channels.  It does not happen very often but from time to time a "one of a kind" product will sell over the phone and before the database here syncs with the web server's data base, someone will order the product on line.
There are many variable involved that make this a very complicated process to maintain and keep 100% accurate.  We have spent a small fortune and devoted a large amount of time to get it where it is today.  We are continuously looking at improving all aspects of our company in regards to technologies, in fact we are about to launch a unified cart that will allow you to purchase a scope off SampleList and mounts off SWFA with one transaction.
While I can understand the OP's frustration with missing a deal, everyone has to understand that there is much more going on behind the scenes and something that may appear to be simple is excruciatingly complicated and complex.  There is no simple "software" fix and if there was it would have been implemented.  We have the best of the best in regards to programmers and developers working for us and I have 100% faith in what they do and how they do it.
Lesson here is if you see something on The SampleList that you really want, call asap.  If it is after hours order it on line.  You can also sign up to one of the feeds to get notification of when products are listed which gives you the best chance at snagging a hot deal.
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