Dog Community

Petmate fashion crates and dog chat gone awry

Posted : 1/8/2007 2:25:47 PM

So, I own a couple intermediate size petmate fashion crates and one medium. Dogs.com has them listed with a weight difference of 14 pounds. They are only a couple inches difference in size and they are plastic. The intermediate size itself weighs 5 or 6 pounds. There is not a 14-lb difference. Anyway, this difference takes a $22 price to $43 because of the added shipping costs - WOW! I can go down to the local pet store and get it for $34.

Anyway, I decided to use dog chat to ask about it. Here is the transcript. Needless to say, I won't be ordering from dogs.com -ever. 1) too expensive and 2) this experience. This is an excellent example of how not to do business or make a first impression. (In case they decide to sensor this, no worries, it will be posted all over the place):

Conversation
Welcome to IC!
Chat: Interaction transferred to DogChat.
Chat: Interaction alerting Lydia.
Chat: Lydia has joined the conversation.
Lydia: Thanks for choosing Dog.com. How may I help you?
soldi: looking at PetMate Kennel Cab Pet Crate - Fashion Intermed. Item No.#:380116 4I
soldi: the weight difference between medium and intermediate is 14 pounds, but the size difference is a couple inches
Lydia: do you have a question?
soldi: yes - i'm getting to that - did you get those?
Lydia: one moment please
Lydia: Agent has joined the conversation.
eric: ok - i am familiar w/both sizes and there might be a 1 or 2 pound difference
Lydia: the medium and intermediate are in stock-the large is not
eric: umm, are you following what i am typing? that isn't what i am asking at all

astaracheetah

Posted : 1/8/2007 2:38:10 PM

Is that a real person or an automated thing (might explain why it made no sense)? I didn't even know dog.com had a chat.

soldi dude

Posted : 1/8/2007 2:44:22 PM

I would be impressed if they had that level of AI in on-line chat. Though, not much I in the AI

I saw the option to email or on-line chat on the left nav when viewing my cart. Clicking either brought up chat - I wanted email so someone could read entire context before regurgitating unthought responses while they are shopping amazon as is typical on these things.

rwbeagles

Posted : 1/8/2007 3:44:56 PM

Looks like a bot to me...you should post this in the area dedicated to Customer Service so your concerns can be addressed....would you like me to move this there?

soldi dude

Posted : 1/8/2007 10:06:08 PM

No, it's not a "bot" - you wouldn't get this type of message (unless all the bots are busy or on a break):

Welcome to IC!

Chat: Interaction transferred to DogChat.

Chat: All agents are busy assisting other customers.

Chat: Your position in queue is 1.

Chat: Your estimated wait time is approximately one minute.

Chat: Your position in queue and estimated wait time will be updated in approximately three minutes.

Chat: To leave a voicemail, type YES and click the send button now. Otherwise, please continue to hold and the next available agent will assist you as soon as possible.

I assume by "bot" you meant a chatterbot, which customer service definitely would not be a good use case for. The only one that would approach a useful chat experience requires a massive db and uses a fair amount of AI. Even then, it is easily confused and wouldn't be a practical experience for a customer. Thus, a waste of money versus just using a simple search.

Anyway, my point was more about the shipping charges that cost more than the product. The inquiry post was humorous and posted out of frustration.

Cheers.

gradyupmybutt

Posted : 1/8/2007 10:07:48 PM

It looks to me like they had some tech problems. No biggie.

sooner

Posted : 1/8/2007 10:56:23 PM

I had a similar experience a couple of months ago when inquiring by e-mail about a 30 pound charge for a medium faux lambs wool bed. They couldn't/wouldn't help me at the time, but it has since been changed.

rwbeagles

Posted : 1/8/2007 11:46:38 PM

Again your input/concerns on shipping costs, would be the type of input Dog.com is looking for.

But they will probably be quicker to find it in the relevant section....'How Are We Doing"...again would you like me to move this message there or??

brookcove

Posted : 1/9/2007 12:21:12 AM

How does that section work? Is CS at dog.com directly monitering it or giving feedback? I'm just curious. Sadly, I have yet to find anything that I can a) afford and b) need at d.com - I'm always onthe lookout. Shopping always gets me. A competitor which shall remain nameless usually gets my business instead because they offer free shipping on most of my stuff AND they have the livestock stuff I also order. Also free shipping.

However, one day they will have those crates on sale again at a time when I have the money, lol.

I'm really assuming this thread will get moved I think. If it doesn't I may start a new thread there if there isn't already a similiar topic. If I remember. Brain a little fried with upcoming herding clinic preparations . . .[

]

k.m.a

Posted : 1/9/2007 12:22:16 AM

No, it's not a "bot" - you wouldn't get this type of message (unless all the bots are busy or on a break):

Sometimes servers get busy, so just because you aren't responded to at the exact moment, does not mean these aren't bots.

I don't see why you are unhappy, since this is a bot. You can tell by the impersonal responses and the way the replies are typed..